BCOR 3050 OPERATIONS/SUPPLY CHAIN EXAM 2
REVIEW
Quality Management - Answer -a business philosophy, and encompasses several tools
for improving all processes.
Internal Customer - Answer -Within an organization the recipient of another's output
(which could be a product, service or information); Inside an organization- worker,
employee in subsequent steps of production
External Customer - Answer -falls between the organization and the consumer, but are
not part of the organization. External customers have needs and expectations, different
from consumers. An example is a manufacturer of consumer products that distributes to
retail stores such as Walmart and Target. The retail stores are external customers of the
manufacturer.
What is the traditionally-held relationship between quality and productivity, i.e., what
happens to productivity as quality increases? - Answer -Quality Increases ----
Productivity decreases
What is the traditionally-held relationship between quality and cost? - Answer -Quality
increases ---- Cost increases
What is the main goal of U.S. managers? - Answer -Maximize "short-term" profit;
DEMING: "Short-term profits are no index of ability"
What is TQM (Total Quality Management)? - Answer -A prevention-based management
system for identifying and meeting customer needs (quality) at every level (total) of the
organization.
characteristics that determine product quality: - Answer -1. Performance
2. Features
3. Reliability
4. Conformance
5. Durability
6. Serviceability
7. Aesthetics
8. Perceived quality
What is SIPOC? - Answer -Suppliers, Inputs, Process, Outputs, Customers
Service can be defined as: - Answer -any primary or complementary activity that does
not directly produce a physical product
, Pure service businesses - Answer -deliver intangible products. Examples would include
a law firm
Tabulation of dpmo(defects per million opportunities) for Different Sigma Levels -
Answer -Sigma Level dpmo (defects per million opportunities)
3.0. 66807.2
3.5 22750.1
4 6209.7
4.5 1349.9
5 232.6
5.5 31.7
6 3.4
7 0.019
benefits from implementing Six Sigma - Answer -o Improved process flows
o Reduced total defects
o Improved communication
o Enhanced knowledge
o Higher levels of employee and customer satisfaction o Decreased inventory
o Decreased time to market
o Better financials
DMAIC - Answer -Define, measure, analyze, improve, and control: emphasizes the
various phases of the Six Sigma methodology.
It has become standard practice in the Six Sigma community to.... - Answer -report
Sigma Score values from short-term data, while reporting dpmo values based on
longterm data.
Series system - Answer -If one component fails, the entire system fails
parallel system - Answer -uses redundancy, the system will successfully operate as
long as one component functions
Independent demand - Answer -demand for a finished product, such as a computer, a
bicycle, or a pizza. - Independent demand must be forecast
Dependent demand - Answer -demand for component parts or subassemblies. For
example, this would be the microchips in the computer, the wheels on the bicycle, or the
cheese on the pizza. - dependent demand can be derived from the production decisions
for the parent items.
Inventory - Answer -physical stock of any items or resources used in an organization
REVIEW
Quality Management - Answer -a business philosophy, and encompasses several tools
for improving all processes.
Internal Customer - Answer -Within an organization the recipient of another's output
(which could be a product, service or information); Inside an organization- worker,
employee in subsequent steps of production
External Customer - Answer -falls between the organization and the consumer, but are
not part of the organization. External customers have needs and expectations, different
from consumers. An example is a manufacturer of consumer products that distributes to
retail stores such as Walmart and Target. The retail stores are external customers of the
manufacturer.
What is the traditionally-held relationship between quality and productivity, i.e., what
happens to productivity as quality increases? - Answer -Quality Increases ----
Productivity decreases
What is the traditionally-held relationship between quality and cost? - Answer -Quality
increases ---- Cost increases
What is the main goal of U.S. managers? - Answer -Maximize "short-term" profit;
DEMING: "Short-term profits are no index of ability"
What is TQM (Total Quality Management)? - Answer -A prevention-based management
system for identifying and meeting customer needs (quality) at every level (total) of the
organization.
characteristics that determine product quality: - Answer -1. Performance
2. Features
3. Reliability
4. Conformance
5. Durability
6. Serviceability
7. Aesthetics
8. Perceived quality
What is SIPOC? - Answer -Suppliers, Inputs, Process, Outputs, Customers
Service can be defined as: - Answer -any primary or complementary activity that does
not directly produce a physical product
, Pure service businesses - Answer -deliver intangible products. Examples would include
a law firm
Tabulation of dpmo(defects per million opportunities) for Different Sigma Levels -
Answer -Sigma Level dpmo (defects per million opportunities)
3.0. 66807.2
3.5 22750.1
4 6209.7
4.5 1349.9
5 232.6
5.5 31.7
6 3.4
7 0.019
benefits from implementing Six Sigma - Answer -o Improved process flows
o Reduced total defects
o Improved communication
o Enhanced knowledge
o Higher levels of employee and customer satisfaction o Decreased inventory
o Decreased time to market
o Better financials
DMAIC - Answer -Define, measure, analyze, improve, and control: emphasizes the
various phases of the Six Sigma methodology.
It has become standard practice in the Six Sigma community to.... - Answer -report
Sigma Score values from short-term data, while reporting dpmo values based on
longterm data.
Series system - Answer -If one component fails, the entire system fails
parallel system - Answer -uses redundancy, the system will successfully operate as
long as one component functions
Independent demand - Answer -demand for a finished product, such as a computer, a
bicycle, or a pizza. - Independent demand must be forecast
Dependent demand - Answer -demand for component parts or subassemblies. For
example, this would be the microchips in the computer, the wheels on the bicycle, or the
cheese on the pizza. - dependent demand can be derived from the production decisions
for the parent items.
Inventory - Answer -physical stock of any items or resources used in an organization
