What is the importance of employee involvement in TQM?

Employee involvement fosters ownership and accountability, leading to enhanced morale, productivity, and quality.

What is the difference between intrinsic and extrinsic factors in motivation?

Intrinsic factors are internal motivators like achievement and recognition, while extrinsic factors are external rewards like salary and working conditions.

What are the seven deadly wastes in operations management?

1. Overproduction 2. Excess Inventory 3. Waiting 4. Transportation 5. Motion 6. Overprocessing 7. Defects

What is Business Process Reengineering (BPR)?

BPR is a management approach that involves radical redesign and restructuring of business processes to achieve significant improvements in performance and efficiency.

What is benchmarking in operations management?

Benchmarking is the systematic process of comparing an organization's processes, products, or services against those of industry leaders to identify areas for improvement.

What are the types of benchmarking?

1. Internal Benchmarking 2. Competitive Benchmarking 3. Functional Benchmarking 4. Strategic Benchmarking 5. Process Benchmarking

What is the purpose of the Kanomodel in customer needs?

The Kanomodel categorizes customer needs into five types: Must-be Needs, One-dimensional Needs, Attractive Needs, Indifferent Needs, and Reverse Needs.

What is the significance of supplier partnerships in TQM?

Supplier partnerships are crucial for ensuring quality in the final product, promoting collaboration, and achieving overall quality excellence.

What is the role of leadership in TQM?

Leadership in TQM involves guiding the organization's vision and values toward continuous improvement and customer satisfaction.

What is the concept of continuous improvement?

Continuous improvement refers to an ongoing, systematic effort to enhance processes, products, services, and overall organizational performance.

What are the key components of continuous improvement?

1. Employee Involvement 2. Data-Driven Decision Making 3. Feedback Loops 4. Adaptability 5. Integration into Organizational Culture.

What is the purpose of quality tools like Pareto Analysis and Fishbone Diagrams?

These tools help identify and analyze problems, prioritize tasks, and monitor processes to improve quality.

What is customer delight?

Customer delight refers to exceeding customer expectations, creating emotional connections, and ensuring consistency in quality.

What are the five dimensions of service quality according to the SERVQUAL model?

1. Reliability 2. Assurance 3. Tangibles 4. Empathy 5. Responsiveness.

What is the importance of quality audits in supplier partnerships?

Quality audits ensure that suppliers adhere to agreed-upon standards and processes, fostering accountability and continuous improvement.

What is the significance of the Deming's 14 Points?

Deming's 14 Points provide a framework for fostering a culture of continuous improvement and quality excellence in organizations.

What is the role of feedback in employee performance appraisal?

Feedback provides employees with information about their performance, helping them understand strengths and areas for improvement.

What is the impact of overproduction in operations?

Overproduction ties up resources, increases storage costs, and can lead to defective items.

What is the purpose of the 5S methodology?

The 5S methodology aims to create a clean and organized workplace to enhance efficiency and maintain standards.

What is the relationship between quality and customer satisfaction?

Quality directly impacts customer satisfaction by ensuring that products and services meet or exceed customer expectations.

What is the significance of training and mentoring in employee involvement?

Training and mentoring enhance employee skills and knowledge, contributing to improved performance and engagement.

What is the role of data-driven decision-making in continuous improvement?

Data-driven decision-making relies on analyzing performance metrics to identify weaknesses and opportunities for improvement.

What is the impact of defects in production?

Defects increase costs, delay delivery, and can damage the organization's reputation.

What is the importance of adaptability in continuous improvement?

Adaptability allows organizations to respond to changes in the business environment and maintain a focus on improvement.

What is the purpose of a vendor rating system?

A vendor rating system evaluates suppliers based on performance metrics, helping organizations select the best suppliers and encourage continuous improvement.

What is the significance of effective communication in teamwork?

Effective communication ensures that messages are understood as intended, minimizing misunderstandings and promoting efficiency.

What is the role of empowerment in TQM?

Empowerment creates an environment where employees feel confident and committed to taking responsibility for improving processes.

What is the impact of waiting in operations?

Waiting wastes time and reduces overall process efficiency, leading to increased costs.

What is the significance of long-term contracts with suppliers?

Long-term contracts promote stability and trust, encouraging collaboration and a shared commitment to continuous improvement.

What is the purpose of quality control in Juran's Trilogy?

Quality control involves monitoring production activities to ensure they meet established quality standards.

What is the importance of customer perceived quality in TQM?

Customer perceived quality is central to TQM as it reflects how customers view the quality of products and services.

What is the role of teamwork in employee involvement?

Teamwork fosters collaboration and collective effort to achieve common goals, enhancing overall performance.

What is the significance of recognition and reward in employee motivation?

Recognition and reward practices acknowledge employee achievements, motivating and retaining talent.

What is the impact of excess inventory in operations?

Excess inventory ties up capital, increases storage costs, and can lead to obsolescence.

What is the purpose of the flowchart in quality tools?

A flowchart visually represents a process, showing the steps and decisions involved in completing a task.

What is the significance of the cause-and-effect diagram in problem-solving?

The cause-and-effect diagram helps identify and analyze potential causes of a specific problem or effect.

What is the role of leadership in fostering a quality-focused culture?

Leadership sets the tone for a quality-focused culture, supporting employee involvement and guiding continuous improvement efforts.

What is the importance of setting quality objectives in quality planning?

Setting quality objectives ensures that the organization has clear goals to meet customer needs and expectations.

What is the impact of unnecessary movement in operations?

Unnecessary movement can lead to fatigue, inefficiency, and increased risk of accidents.

What is the significance of the customer satisfaction principle in TQM?

The customer satisfaction principle emphasizes meeting or exceeding customer expectations through high-quality products and services.

What is the role of performance appraisal in employee development?

Performance appraisal provides a formal evaluation of an employee's work performance, guiding development and improvement.

What is the purpose of the histogram in quality tools?

A histogram graphically represents the distribution of data, showcasing the frequency of occurrences.

What is the significance of the control chart in quality management?

Control charts are statistical tools used to monitor and control processes over time, ensuring they remain within acceptable limits.

What is the impact of overprocessing in production?

Overprocessing increases production time and costs without providing additional value to customers.

Introduction to Operations Management

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Business

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FLASHCARD QUESTION

Front

What is Total Quality Management (TQM)?

Back

TQM is a management approach where everyone in the organization works together to improve quality and performance, focusing on continuous improvement of processes and systems.

FLASHCARD QUESTION

Front

Why is quality important in operations management?

Back

Quality is important because it ensures customer satisfaction, provides a competitive advantage, leads to cost savings, and builds a positive reputation for the organization.

FLASHCARD QUESTION

Front

What are the 8 dimensions of product quality?

Back

1. Performance 2. Features 3. Reliability 4. Conformance 5. Durability 6. Serviceability 7. Aesthetics 8. Perceived Quality

FLASHCARD QUESTION

Front

What does service quality refer to?

Back

Service quality refers to how well a service meets or exceeds customer expectations, focusing on the intangible aspects of service delivery.

FLASHCARD QUESTION

Front

What is the RATER model in service quality?

Back

The RATER model includes five dimensions: Reliability, Assurance, Tangibles, Empathy, and Responsiveness.

FLASHCARD QUESTION

Front

What are the four steps of the PDCA Cycle?

Back

1. Plan: Identify an opportunity for improvement and develop a plan. 2. Do: Implement the plan on a small scale. 3. Check: Review and analyze the results. 4. Act: Take action based on the analysis.

FLASHCARD QUESTION

Front

What are the key principles of Total Quality Management (TQM)?

Back

1. Customer Satisfaction 2. Employee Involvement 3. Continuous Improvement 4. Supplier Partnership 5. Benchmarking

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