WGU C215 Operations Management PVDC Final Exam Questions and Answers Graded A

WGU C215 Operations Management PVDC Final Exam Questions and Answers Graded A Which definition is used for quality, evaluates how well a product performs its intended function? Fitness for use 14 points for quality improvement Which total quality management (TQM) process was developed to stress management's responsibility for quality? ISO 9000 Set of international standards on quality management and quality assurance, critical to international business -TQM process consists of 13 published standards and guidelines -Like when joint commission shows up at the hospitals Checklist A list of common defects and the number of observed occurrences of these defects. scatter diagram a plot of two variables showing whether they are related Control Chart A graph that shows whether a sample of data falls within the common or normal range of variation. mean A statistical measure of central tendency, or average, based on dividing a total by the number of individual cases. assignable causes of variation -Causes can be identified and eliminated -e.g. poor employee training, worn tool, machine needing repair common causes or random Stuff you cannot identify -Random causes that we cannot identify, unavoidable Cpk measures How close one is to a target and how consistent one is with the average performance. -How closely it measures Six Sigma Technical tolls and people involvement The empirical rule, 3 standard deviations. This is 3 sigma's. 6 sigmas and you are almost at 100% DMAIC DMAIC (Define, Measure, Analyze, Improve, Control) a six sigma process that outlines the steps that should be followed to improve an existing business process define stage includes the voice of the customer and value stream Job Design It does not have anything to do with people. -The process by which managers decide how to divide tasks into specific jobs waiting time -Screen patients and fast track those with minor ailments -amount of time a process has been waiting in the ready queue Service location decisions -proximity to customers -Quality of life issues proximity to customers -key factor of a location analysis for a service company -if you need to have a car repaired, you wont drive too far. Capacity Planning Hospital- Capacity is beds and output is the patients. If you have 1 pt for 2 days and one for 3 days. The output is how many patients and not how many beds we have. capacity utilization are you using more workers and what are your resources? Measures how much of the available capacity is actually being used. Measures effectiveness. Capacity Focus facilities that are small, specialized, and focused on a narrow set of objectives. effective capacity capacity measurement at the best operating level when the average unit cost is minimized center of gravity approach an approach for locating a single facility that minimizes the distance to existing facilities. -use the breakeven analysis -how many units needed to manufacture to breakeven. break-even analysis the process of determining the number of units a firm must sell to cover all costs. Considers fixed costs, variable Fed EX is in Tennessee so it will be in the middle repetitive process classic assembly line. A line process, a continuous process. Project Process make a one-at-a-time product exactly to customer specifications, expensive. Like an automobile collision shop that does body and engine repair as well as custom vehicle paint job. Batch Process a process in which goods or services are produced in groups (batches) and not in a continuous stream eg. auto shop offers body repair, engine repair, and custom vehicle paint options Bottleneck in a flowchart the longest part in the process eg manufacturing a car and the car needs to be painted or the time the cake in the oven. compute process velocity Throughput time/value-added time -How fast we are going Actual output/standard output Which formula would indicate that a fast-food restaurant was performing at, above, or below its benchmark? -We know how many burgers were making and what the standard is output/input productivity formula Throughput time/value-added time How long it takes from the raw materials to become finished goods. Process Each item goes through process Which total quality management (TQM) process was developed to stress management's responsibility for quality? 14 points for quality improvement Hybrid any mix of elements from a product layout and a process layout, to gain the advantages of both eg group technology standard time Determines how long it takes a qualified operator to perform a duty of the job requirements under the assumption that the operator is working at a sustainable pace with the proper tools for the process. -How long t takes somebody to