WGU Operations Management - C215

Fitness for use - answer-How well the product performs for its intended use Support Services - answer-quality defined in terms of the support provided after the product or service is purchased Value for Price Paid - answer-Evaluation of usefulness vs. price paid Psychological Criteria - answer-Focuses on judgmental evaluations of what constitutes product or service excellence. 14 Points for Quality Improvement - answer-Created (by Deming) to guide companies in quality improvement stressed managements responsibility for quality. ISO 1400 - answer-A collection of the best practices for managing an organization's impact on the environment. ISO 9004:2009 - answer-focuses on how to make a quality management system more efficient and effective Kaizen - answer-continuous improvement ISO 9001:2008 - answer-a set of standards governing documentation of a quality program ISO 9000 - answer-Set of international standards on quality management and quality assurance, critical to international business Scatter Diagram - answer-a plot of two variables showing whether they are related Control Chart - answer-chart used to evaluate whether a process is operating within set expectations. Flowchart - answer-A schematic of the sequence of steps involved in an operation or process. Checklist - answer-a form used to record the frequency of occurrence of certain process failures mean - answer-A statistic that measures the central tendency (average) of a set of data. range - answer-the difference between the highest and lowest scores in a distribution Standard Deviation (SD) - answer-measures the amount of data dispersion around the mean Six Sigma - answer-A high level of quality associated with approx. 3.4 defective parts per million. technical tools - answer-To identify & eliminate the causes of quality problems. People involvement - answer-Six Sigma follows a structured methodology, and has defined roles for the participants (Martial Arts titles - Black Belt & Master Belts are experts in their training, Green Belts - have sufficient training for small projects) Factors affecting service location decisions - answer-Proximity to: source of supply; customers; sources of labor; community considerations; site considerations; quality-of-life issues; globalization Quality-of-life Issues - answer-Climate, desirable lifestyle, good schools, low crime rate, etc. Key factor in location analysis for a service company - answer-Proximity to customers capacity - answer-The maximum output rate that can be achieved by a facility Design Capacity - answer-The maximum output rate or service capacity an operation, process, or facility is designed for under ideal conditions. Effective Capacity - answer-The maximum output rate or service capacity an operation, process, or facility is designed for under normal conditions. Capacity Utilization - answer-Percentage measure of how well available capacity is being used. True about effective capacity - answer-an effective capacity is lower than design capacity and an effective capacity is a permanent measure used to achieve design capacity. When is capacity measurement at the best operating level - answer-When the average unit cost is minimized load-distance model - answer-A procedure for evaluating location alternatives based on distance. transportation method - answer-algorithm to calculate the cost impact of adding potential location sites. Provides lowest cost for each consideration. center of gravity approach - answer-like load distance, but uses xy coordinates. Good starting point - cut can end up in an area that is unusual (middle of a lake, etc) break-even analysis - answer-a method of determining what sales volume must be reached before total revenue equals total costs Factor Rating Method - answer-a location method that instills objectivity into the process of identifying hard-to-evaluate costs rectilinear distance method - answer-The shortest distance between two points measured by using only north-south and east-west movements. Repetitive process - answer-process used to produce one or a few standardized products in high volume intermittent process - answer-used to produce a variety of products with different processing requirements in lower volume project process - answer-A type of process used to make a one-at-a-time product exactly to customer specifications. (Intermittent process -small volume) Line process - answer-a type of process used to produce a large volume of standardized product (Repetitive process - Large volume) Batch process - answer-A type of process used to produce a small quantity of products in groups or batches based on customer orders or specifications. (Intermittent process - Small volume) Continuous process - answer-a type of process that operates continually to produce a high volume of fully standardized products (Repetitive process-large volume) Bottleneck - answer-The longest task in a process Ratio of utilization - answer-time a resource is used/time a resource is available ratio of efficiency - answer-actual output/standard output ratio of velocity - answer-throughput time/value-added time output/input - answer-ratio of output/inputs is productivity benchmark - answer-standard of measure (efficiency) hybrid layout - answer-layouts that combine characteristics of process and product layouts.