C483 EXAMINATION QUESTIONS AND ANSWERS
Benefits of implementing a total quality management system - characterized by a strong
orientation towards all customers, and had become an umbrella theme for organizing work.
reorients managers towards involving people across departments. there is continuous
improvement requiring integrative mechanisms that facilitate group problem solving,
information sharing and cooperation. the organization operates in a more team oriented
manner.
Lean manufacturing - commitment to making an operation both efficient and effective.
emphasis is on quality, speed and flexibility more than on cost, efficiency and hierarchy.
Time based competition - strategies aimed at reducing the total time needed to deliver
the good or service.
Logistics - the movement of resources into the organization (inbound) and products from
the organization to its customers (outbound).
Concurrent engineering (aka simultaneous) - incorporates the issues and perspectives of
all the functions from the beginning of the process.
Human Resources Management (HRM) - Formal systems for the management of people
within an organization
Customer relationship management (CRM) - multifaceted process, typically mediated by
a set of information technologies, that focuses on creating two way exchanges with customers
so that firms have an intimate knowledge of their needs, wants and buying patterns. helps
companies understand and anticipate the needs of current and potential customers. the use of
BIG DATA.
Value Chain - the sequence of activities that flow from raw materials to the delivery of a
good or service, with additional value created at each step
research and development - focus on innovation and new products
inbound logistics - receive and store raw materials and distribute them to operations
operations - transform the raw materials into the final product
outbound logistics - warehouse the product and handle its distribution
marketing and sales - identify customer requirements and get customers to purchase the
product
,service - offers customer support (repairs etc) after the item has been bought.
total value - what customers are willing to pay
profit margin - when the total value created exceeds the cost of providing the good or
service
Total Quality Management (TQM) - an integrative approach to management that
supports the attainment of customer satisfaction through a wide variety of tools and techniques
that result in high quality goods and services. (bottom line- to improve quality and weave it into
everything the organization does)
W. Edwards Deming - one of the founders of the quality management movement. came
up with the "14 points" which emphasized a holistic approach to quality.
six sigma quality - minimize any defects or mistakes to almost statistical insignificance,
the higher the sigma level, the lower the amount of variation,
developed at Motorola and made popular by GE. approaches fundamental changes in
organizational process,
using numbers to qualify ideas
ISO 9001 - family of standards established by the International Standards Organization &
used globally, defines good quality management practices. ( principles). internally drives,
revolves around certification by ISO through external audits.
quality gurus - Shewhart, Juran, Feigenbaum, Crosby, Ishikawa and Taguchi.
reengineering - idea of cutting costs by focusing on what the customer wants and how
the Value Chain can be improved. "if you were the customer how would you like us to operate?"
total overhaul of the operation.
quality control - process that measures and determines the quality of level of products or
services. (reactive)
quality assurance - complete system to assure the quality of products/services. a
complete system of management that includes control. (proactive)
quality audit - periodic, independent, and documented examination and verification of
activities, records, processes, and other elements of a quality system to determine their
conformity the requirements of a quality stand such as ISO 900.
, Flexible factories - manufacturing plants that have short production runs, are organized
around products and use decentralized scheduling.
Computer-integrated manufacturing (CIM) - the use of computer-aided design and
computer aided manufacturing to sequence and optimize a number of production processes.
Just-in-time (JIT) - system that calls for subassemblies and components to be
manufactured in very small lots and delivered to the next stage of the production process just
as they are needed.
small batch - good or services produced in very low volumes, concept of job-shop
large batch - goods or services produced at high volumes; mass production
continuous process - processes do not really stop, and most work is automated
mass customization - technology is used to customize a product or service for low cost
(cars, computers)
technology - the methods, processes, systems and skills used to transform resources
(inputs) into products (outputs)
procurement - support activity in the generic value chain
customer and market focus - one of the criteria for receiving the Malcolm Bridge National
Quality Award
business plan - an essential formal planning step that focuses on and describes all the
elements involved in starting the entire venture
franchise - alliance between a franchisor (store that wants to grow), and a franchisee
(partner)
social entrepreneurship - leverages resources to address social problems
entrepreneur - establishes a new organization without the benefit of corporate
Intrapreneur - create new ventures outside of larger companies
skunkworks - project team designated to produce a new, innovative product (example of
defense industry) (example of intrapreneurship)
bootlegging - name given to more informal work on projects of employees own choosing
and initiative
Benefits of implementing a total quality management system - characterized by a strong
orientation towards all customers, and had become an umbrella theme for organizing work.
reorients managers towards involving people across departments. there is continuous
improvement requiring integrative mechanisms that facilitate group problem solving,
information sharing and cooperation. the organization operates in a more team oriented
manner.
Lean manufacturing - commitment to making an operation both efficient and effective.
emphasis is on quality, speed and flexibility more than on cost, efficiency and hierarchy.
Time based competition - strategies aimed at reducing the total time needed to deliver
the good or service.
Logistics - the movement of resources into the organization (inbound) and products from
the organization to its customers (outbound).
Concurrent engineering (aka simultaneous) - incorporates the issues and perspectives of
all the functions from the beginning of the process.
Human Resources Management (HRM) - Formal systems for the management of people
within an organization
Customer relationship management (CRM) - multifaceted process, typically mediated by
a set of information technologies, that focuses on creating two way exchanges with customers
so that firms have an intimate knowledge of their needs, wants and buying patterns. helps
companies understand and anticipate the needs of current and potential customers. the use of
BIG DATA.
Value Chain - the sequence of activities that flow from raw materials to the delivery of a
good or service, with additional value created at each step
research and development - focus on innovation and new products
inbound logistics - receive and store raw materials and distribute them to operations
operations - transform the raw materials into the final product
outbound logistics - warehouse the product and handle its distribution
marketing and sales - identify customer requirements and get customers to purchase the
product
,service - offers customer support (repairs etc) after the item has been bought.
total value - what customers are willing to pay
profit margin - when the total value created exceeds the cost of providing the good or
service
Total Quality Management (TQM) - an integrative approach to management that
supports the attainment of customer satisfaction through a wide variety of tools and techniques
that result in high quality goods and services. (bottom line- to improve quality and weave it into
everything the organization does)
W. Edwards Deming - one of the founders of the quality management movement. came
up with the "14 points" which emphasized a holistic approach to quality.
six sigma quality - minimize any defects or mistakes to almost statistical insignificance,
the higher the sigma level, the lower the amount of variation,
developed at Motorola and made popular by GE. approaches fundamental changes in
organizational process,
using numbers to qualify ideas
ISO 9001 - family of standards established by the International Standards Organization &
used globally, defines good quality management practices. ( principles). internally drives,
revolves around certification by ISO through external audits.
quality gurus - Shewhart, Juran, Feigenbaum, Crosby, Ishikawa and Taguchi.
reengineering - idea of cutting costs by focusing on what the customer wants and how
the Value Chain can be improved. "if you were the customer how would you like us to operate?"
total overhaul of the operation.
quality control - process that measures and determines the quality of level of products or
services. (reactive)
quality assurance - complete system to assure the quality of products/services. a
complete system of management that includes control. (proactive)
quality audit - periodic, independent, and documented examination and verification of
activities, records, processes, and other elements of a quality system to determine their
conformity the requirements of a quality stand such as ISO 900.
, Flexible factories - manufacturing plants that have short production runs, are organized
around products and use decentralized scheduling.
Computer-integrated manufacturing (CIM) - the use of computer-aided design and
computer aided manufacturing to sequence and optimize a number of production processes.
Just-in-time (JIT) - system that calls for subassemblies and components to be
manufactured in very small lots and delivered to the next stage of the production process just
as they are needed.
small batch - good or services produced in very low volumes, concept of job-shop
large batch - goods or services produced at high volumes; mass production
continuous process - processes do not really stop, and most work is automated
mass customization - technology is used to customize a product or service for low cost
(cars, computers)
technology - the methods, processes, systems and skills used to transform resources
(inputs) into products (outputs)
procurement - support activity in the generic value chain
customer and market focus - one of the criteria for receiving the Malcolm Bridge National
Quality Award
business plan - an essential formal planning step that focuses on and describes all the
elements involved in starting the entire venture
franchise - alliance between a franchisor (store that wants to grow), and a franchisee
(partner)
social entrepreneurship - leverages resources to address social problems
entrepreneur - establishes a new organization without the benefit of corporate
Intrapreneur - create new ventures outside of larger companies
skunkworks - project team designated to produce a new, innovative product (example of
defense industry) (example of intrapreneurship)
bootlegging - name given to more informal work on projects of employees own choosing
and initiative
