Management of Operations

Name:_Destiny Davis_____________________________ Ch. 6&7—Homework

Part I-Terms:

Define each of the following terms:

Quality: the standard of something as measured against other things of a similar kind; the degree of excellence of something

ISO 9000: A set of international standards on quality management and quality assurance developed to help companies effectively document the quality system elements needed to maintain an efficient quality system

Cost of Quality (COQ):the methodology that allows an organization to determine the extent to which its resources are used for activities that prevent poor quality

Total Quality Management (TQM):a system of management based on the principle that every staff member must be committed to maintaining high standards of work in every aspect of a company’s operations

PDCA model: an iterative four-step management method used in business for the control and continuous improvement of processes and products

Six Sigma: a set of management techniques intended to improve business processes by greatly reducing the probability that an error or defect will occur.

Process Strategy: the pattern of decisions made in managing processes so that they will achieve their competitive priorities.

Mass customization: a marketing and manufacturing technique which combines the flexibility and personalization of custom-made products with the low unit costs associated with mass production.

Value-stream mapping: a lean management tool that helps visualize the steps needed to take from product creation to delivering it to the end-customer

Service blueprinting: an operational planning tool that provides guidance on how a service will be provided, specifying the physical evidence, staff actions, and support systems / infrastructure needed to deliver the service across its different channels.

Part II-Problems:

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