Operation Management - Chapter 3 & 4

What are the variables that is not involved in "Process Management"?

• Design

• Control

• Improvement

• Research

QFD stands for ...

• Quality Function Defect

• Quantity Function Deployment

• Quality Function Deployment

• Qualitative Functional Deployment

What are the dimension(s) in key services?

• Customer contact & interaction

• Customization

• Labor intensity

• Workflow

A term that is commonly used to characterize flexibility and short cycle times is called ...

(a)  

TRUE or FALSE

Task errors arise in the contact between the server and the customer, such as lack of courteous behavior, and failure to acknowledge, listen, or react appropriately to the customer

• TRUE

• FALSE

Answer explanation

The definition that is mentioned is "Treatment Error".

Task errors include doing work incorrectly, in the wrong order, or too slowly, as well as doing work not requested

The activity of ensuring conformance to requirements and taking corrective action when necessary to correct problems and maintain stable performance is called ...

(a)  

Which of these picture below is the example of "house of quality"?

• 
• 
• 
• 

... is a Japanese word that means gradual and orderly continuous improvement

(a)  

What does the "D" stands for in DMAIC?

(a)  

This flow is known as "The ... Cycle"

(a)