WGU Operations and Supply Chain Management - C720 exam| 68 questions and answers

Quality of Goods - Conformance degree to which a product's design and operating characteristics match pre-established standards. Quality of Goods - Service Quality - Reliability ability to perform the promised service dependably and accurately. Service Quality - Responsiveness willingness to help customers and provide prompt service. Service Quality - Assurance knowledge and courtesy of employees and their ability to convey trust and confidence. Service Quality - Empathy provision of caring, individualized attention to customers. Service Quality - Tangibles appearance of physical facilities, equipment, personnel, and communication materials, including access and effectiveness of Internet-based information. Quality of Goods - Performance primary operating characteristics of a product. Quality of Goods - Features secondary characteristics that supplement the product's basic functioning. Quality of Goods - Reliability length of time a product will function before it fails, or the probability it will function for a stated period of time. Durability ability of a product to function when subjected to hard and frequent use. Quality of Goods - Serviceability speed, courtesy, and competence of repair. Quality of Goods - Aesthetics how a product looks, feels, sounds, tastes, or smells. Perceived Quality—image, advertising, or brand name of a product. Deming Basic premise notes that the system, not employees, causes defects. Management is responsible for changing the system, and must accept that responsibility instead of blaming employees when defects occur Deming Used Statistical process control (SPC) Statistical process control (SPC) is the use of statistical methods to determine when a process that produces a good or service is getting close to producing an unacceptable level of defects Deming 14 Points - No quota, inspections, pure price cost cutting (1 supplier for loyalty and trust). Inclusive work environment Juran defining quality as "fitness for use." Juran He also emphasized the need for continuous improvement and stressed that quality must be built on three elements: 1)quality planning, 2)quality control (Inspections), 3)quality improvement. Juran Focus on customer Crosby Reduce failure costs ("Quality is Free" book) or eliminate all errors. Zero defects and do it right the first time Taguchi Quality cannot be achieved through inspections after the good is made or the service is provided Taguchi perfecting of experiments to create higher quality products and processes Taguchi Robust design - designs that guarantee high quality regardless of variations Ishikawa Ishikawa/fishbone diagram Ishikawa Quality circles and cycles (Include all employees, agree with Deming) Ishikawa teamwork is essential for quality leadership Total quality management Focus on the customer, quality function deployment, responsibility for quality, team problem solving, employee training, fact-based management. Group problem solving techniques Pareto charts, fishbone diagrams, house of quality Parts of the Plan-Do-Check-Act Cycle (Deming or Shewhart wheel) Plan, Do, Check & Art Plan Before making any changes, be sure everything is documented and standardized. Use appropriate tools to identify problems or opportunities for improvement. Develop a plan to make changes. Do Implement the plan and document any changes made. Check Analyze the revised process to determine if goals have been achieved. Act If the goals have been achieved, then standardize and document the changes. Communicate the results to others that could benefit from similar changes. If the goals have not been achieved, determine why not, and proceed accordingly. Cause-and-effect diagrams or fishbone diagrams or Ishikawa diagrams Help find root causes/bottlenecks in process Check sheets Record data on site/'Raw data', NOT analyze Histograms Useful for frequency and probability Pareto charts Similar to histogram but always shows descending order. Scatter diagrams Relationship between two variables. Only one can be influenced Control charts Line charts with a Upper and lower limit (Anything out of limits means process too varied) to control process stability Flow charts or run charts Common scale or features (Generally time) Six Sigma Six sigma = 6 standard deviations or....3.4 defects per 1 million units, or 99.99966% error free Define The Six Sigma expert uses a project charter to define a problem or improvement opportunity. Measure Measuring current, or "as-is", process performance is accomplished with a process map of the activities performed at each step of the process. Analyze The main objective of the Analysis phase is to determine the root causes of variation in the process that result in failures or defects. (Use charts and other tools) Improve The current process is changed by addressing the root causes identified in the Analysis stage to improve process performance. Control Maintaining and standardizing the improved performance is the final step of the DMAIC methodology. This can be accomplished through a control plan to document the requirements to reduce process variation. Reverse logistics When it is necessary to return defective products to the manufacturer for repair or replacement. Lean Supply Chain These products have long product life cycles, stable and predictable demand, and minimal innovation. JIT involves a supplier having access to a retailer's sales data and inventory levels to help the supplier plan production and to provide the retailer with more goods as needed. JIT II Suppliers' employees are working with retailers to keep inventory stocked Bottleneck types Regulatory, labor, technology, decision-making, phyiscal, process, financial Capacity utilization Capacity utilization = Actual Output / Design Capacity