0324302592_62411

0324302592_62411 - Chapter 16 Productivity and Quality in...

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Chapter 16: Productivity and Quality in Operations CHAPTER 16 PRODUCTIVITY AND QUALITY IN OPERATIONS LEARNING OBJECTIVES 1. Identify the major differences between manufacturing and service organizations. 2. Describe the volume/variety continuum for identifying different operating system configurations and identify the different types of manufacturing and service organizations that might exist, as well as their locations on the volume/variety continuum. 3. Identify the two broad categories of decision-making areas within operating systems and describe some of the important decisions in each category. 4. Define the concept of productivity and identify the three approaches to improving productivity. 5. Provide definitions of quality from both a consumer perspective and a producer perspective. 6. Identify factors that can be used to assess the quality of products and services. 7. Describe the four categories of quality-related costs. 8. Identify the various areas of concentration and commitment for a program of total quality management. 9. Describe the major contributions of the most prominent contemporary quality philosophers. CHAPTER OVERVIEW All business organizations engage in operations that transform inputs into outputs. To achieve quality in operations, managers must understand (1) the nature of the various decisions they will face and (2) the various tools, techniques, and approaches that can help them make these decisions. This chapter begins by discussing the critical components of operations management, and then proceeds to discuss the differences between manufacturing and service organizations. An overview of the different types of manufacturing and service organizations is provided, along with a discussion of system design. The fundamentals of quality are introduced, followed by a discussion of quality control, quality assurance, and total quality management. The chapter ends with a brief review of the work of several prominent quality management philosophers, including Deming, Juran, and Crosby. PEDAGOGY GRID Chapter Boxes Main Points Facing the Challenge/Meeting the Challenge: Summit Industrial Products: Victimized by Its Own Success / Summit Industrial Products: Improvement through ERP Summit’s strong reputation for quality products resulted in high demand and expanding product offerings that created big problems for them. Summit’s new ERP system provides inventory management and visibility that helps Summit be a leader in its industry. Now Apply It: Checklist for Manufacturing/ Determine whether a business firm is a 248
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Chapter 16: Productivity and Quality in Operations Service Classification manufacturing organization or a service organization. At the Forefront:
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0324302592_62411 - Chapter 16 Productivity and Quality in...

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