Define quality management. Why is it important for every manager to understand?
> What do we mean when we say that a process is “in control” or “out of control”?
> What is the difference between common and special causes of variation?
> How can customer satisfaction measurement provide useful information for control in services?
> How does quality control in services involving customer contact differ from typical manufacturing practices?
> Identify an organization that has achieved ISO 9000 certification, and write a short paper (one page maximum) that summarizes the benefits and results that the organization has achieved using ISO 9000. See if you can find a service organization rather th
> Describe the basic quality control practices used in manufacturing. In what service contexts can they be applied?
> What is “quality at the source”?
> A lab performs two types of blood tests, A and B. The time per setup (in minutes), processing time (in seconds), and order size (number of tests) is given below. Each test requires a new setup. Determine the total capacity required for this lab in minut
> What is the 1:10:100 Rule? Why is it important for managers to understand?
> Explain the three components of any control system and provide an example different from the text.
> What is a process capability index? Explain how process capability indexes are computed and how to interpret the results.
> What is the purpose of a process capability study?
> What is process capability and why is it important to understand?
> Explain how to determine the appropriate sample size and sampling frequency for SPC.
> Discuss how to interpret control charts. What types of patterns indicate a lack of control?
> Two of Deming’s 14 Points are Point 8: Drive Out Fear (in the workplace) and Point 4: Stop Making Decisions Purely on the Basis of Cost. Discuss the importance of them to operations managers (as well as all managers) in today’s business environment.
> Describe the various types of control charts and their applications.
> Summarize the process used to apply SPC.
> Explain the difference between a discrete and a continuous metric. Provide some examples different from those in the text.
> The basic pizza-making process consists of (1) preparing the pizza, (2) baking it, and (2) cutting and boxing (or transferring to a platter for dine-in service). It takes five minutes to prepare a pizza, eight minutes to bake it, and one minute to cut
> What is a control chart and what benefits can control charts provide?
> What is statistical process control?
> What is quality control? Why is it necessary in any organization?
> Explain the purpose and structure of ISO 9000. What are the seven underlying principles?
> Explain the five gaps in the GAP model. What can managers do to reduce these gaps?
> Describe the quality philosophies and principles of Deming, Juran, and Crosby.
> The Joint Commission on Accreditation of Healthcare Organizations (JCAHO) monitors and evaluates health care providers according to strict standards and guidelines. Improvement in the quality of care is a principal concern. Hospitals are required to iden
> List and explain the three principles of total quality.
> How do you define service quality? Explain the five dimensions of service quality.
> What is the most useful definition of quality from an operations perspective? How might an operations manager use this definition in making daily decisions?
> How is quality defined from a customer perspective?
> The quad chair lift at Whiteface Mountain Ski Resort carries four skiers in each chair to the top of the intermediate slope in four minutes based on timing a large sample of skiers. The time between loading skiers on successive chairs is 15 seconds. a.
> How do benchmarking and best practices support breakthrough improvement?
> What is breakthrough improvement?
> What is a kaizen event? How does it differ from the original notion of kaizen?
> What does the history of quality management suggest to today’s managers?
> Explain the concept of kaizen. What must an organization do to successfully operate a kaizen initiative?
> Greyhound Bank operates in the United States and pro- vides a full range of financial services for individuals and business. The credit card division is a profit center that has experienced a 10 percent annual growth rate over the last five years. These
> What is a root cause? How can root causes be identified?
> Summarize the Seven QC Tools used for quality improvement, and provide an example of each.
> Explain the classification of quality costs. Provide some specific examples in a fast-food operation and in the operation of your college or university.
> What does “cost of quality” mean? Why is it important?
> How can Six Sigma be applied in services?
> The roller coaster at Treasure Island Amusement Park consists of 16 cars, each of which can carry up to three passengers. According to a time study each run takes 2.5 minutes and the time to unload and load riders is 3.5 minutes. What is the theoretical
> What tools and methods are used in Six Sigma projects?
> Summarize the DMAIC process for problem solving.
> Explain the key concepts used in implementing a Six Sigma quality initiative.
> What is Six Sigma? How is it measured?
> Find the websites for the W. Edwards Deming Institute, the Juran Institute, and Philip Crosby Associates. What services do they offer? How do these organizations maintain the philosophies and legacies of these quality leaders?
> Summarize the procedure (steps) used for the two-resource sequencing problem (Johnson’s Sequencing Rule).
> What is dispatching? Explain how priority dispatching rules are used.
> What are the advantages and disadvantages of the SPT and EDD sequencing rules?
> Define flow time, makespan, tardiness, and lateness, and explain how they are computed.
> Describe some practical examples of the single- resource sequencing problem.
> The consumer loan division of a major bank wants to determine the size of the staff it would need to process up to 200 loan applications per day. It estimated that each loan officer can process a loan application in approximately 20 minutes and works sev
> Why are appointment systems used? What decisions are necessary to design an appointment system?
> What are the four major decisions made by staff scheduling?
> Explain how scheduling affects customer service and costs. Provide an example.
> How do you think that quality management concepts can support sustainability efforts? Find some sources or examples to support your beliefs.
> What are the objectives of vehicle routing and scheduling?
> Why must schedules be closely monitored and often revised?
> What is a Gantt chart and why is it important?
> Define scheduling and sequencing. Provide examples from your experiences.
> Explain the concept of dependent demand.
> What is materials requirements planning? Of what value is it to organizations?
> What is a master production schedule? How does it differ from a final assembly schedule? Explain how one is constructed.
> Hickory Manufacturing Company forecasts the following demand for a product (in thousands of units) over the next five years. Currently the manufacturer has seven machines that operate on a two-shift (eight hours each) basis. Twenty days per year are avai
> Explain practical applications of optimization models for resource management.
> Describe how to evaluate level production and chase demand strategies for aggregate planning.
> Conduct some research on quality practices that is focused on a particular country or global region. Summarize your findings in a two- to three-page report.
> Explain options for aggregate planning.
> Describe the overall frameworks for resource planning in both goods-producing and service- providing organizations.
> What is aggregate planning? Why is it used?
> Explain the concept and application of capacity requirements planning.
> Explain the pros and cons for LFL, FOQ, and POQ lot sizing methods.
> Describe ways to disaggregate aggregate plans using master production scheduling and material requirements planning.
> Explain the concepts of time phasing and MRP explosion.
> Define end-item, parent item, component parts, and subassembly. Identify these items in a bill of material.
> Baker Manufacturing Company forecasts the following demand for a product (in thousands of units) over the next five years. Currently the manufacturer has eight machines that operate on a two-shift (eight hours each) basis. Twenty days per year are availa
> What is a bill of materials? Sketch a small example. What is the analogy of the BOM in services?
> Examine the annual reports of one company over a period of years. Summarize how quality is dis- cussed or implied in the company’s statements and philosophy. Are any changes in the perspectives of quality evident over time?
> Define resource management and explain its objectives and the effects of poor resource management in the value chain.
> Explain the bullwhip effect in supply chains.
> What is vendor-managed inventory?
> Cite and explain one advantage and one disadvantage of each of the following transportation modes: air, rail, truck, ships and barges, and pipelines.
> List the activities associated with logistics.
> Explain supply chain and value chain integration.
> What are the three key principles that should be used in working with suppliers?
> Explain the role of the purchasing function.
> Explain the SCOR model. Why is it useful in managing supply chains?
> An order fulfillment process normally operates two shifts a day, six days per week. Under ideal conditions, 380 orders can be processed per shift. What is the weekly theoretical capacity?
> Develop a portfolio of advertisements from the Internet, newspapers, and magazines, and illustrate how quality is used in promoting these products.
> List some products in your personal or family “inventory.” How do you manage them? (For instance, do you constantly run to the store for milk after it is gone? Do you throw out a lot of milk because of spoilage?) How might the ideas in this chapter chang
> The Hudson Jewelers case study found in MindTap integrates material found in each chapter of this book. Case Questions for Discussion: 1. Define and draw the customer benefit package and state Hudson Jewelers’s strategy; rank order its competitive priori
> Describe how organizations are incorporating sustainability issues in managing their supply chains, and explain how manufactured goods recovery and reverse logistics work.
> What is a certified supplier? Why is supplier certification important?
> Describe the components of cash-to-cash conversion cycle analyses. What are the implications of positive and negative cash flows?
> List and describe the important metrics used in supply chain performance and be able to evaluate total supply chain costs.
> Describe how e-commerce has changed the role of supply chains.
> Describe the types of risks supply chains face and ways to mitigate them.
