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Unformatted text preview: Non-Stat tools Exam Content Areas Process mgt. Process mgt. metrics capacity, flow rate etc. (see BBoard notes) Process flow diagram and process charts Littles law applications (formulas provided) Finding bottleneck in multi-product processes Yield calculations across multiple stations Improving processes Quality mgt. Definition of quality: manufacturing and services. Servqual service quality definition and measurement. Dimensions of service quality: Empathy, responsiveness, tangibles, assurance and such (see BB) Cost of quality Types of costs, and how they interact TQM= CS+ES+CI Kanos model of CS Non-Statistical Tools: Pareto, checklist, cause-and-effect (fishbone, typically used when causes are not clear/ data is not available yet) Why and when are they used Poka-yoke Good luck and as they say, the harder you work, the luckier you get. ........
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- Spring '11