Guidelines for MIdterm Exam Prep 3121-Sp 2011

Guidelines for MIdterm Exam Prep 3121-Sp 2011 - Non-Stat...

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Guidelines for Mid-Term Exam 1 Prep. – 3121 – Spring 2011 (Every major concept/perspective has been covered in class. Please remember that it’s your responsibility to obtain relevant notes and understand the material for any class that you may have missed) Exam Format: 1hr 15 min, multiple choice, mix of conceptual and computational items, distributed over process mgt. and quality mgt. Please bring pencils, and calculators (with working batteries). No cell phones/media players please. Formulas shall be provided where considered necessary. Primary focus: Class notes and discussions + BB notes + relevant parts of chapters BB Files Process Mgt: A definition Process eval metrics Process flow diagram Process flow chart (do not memorize symbols) Key steps in process improvement Bottleneck identification Quality mgt: TQM def Manf Q. Dimensions SERVQUAL SERVQUAL item measures (do not memorize) Cost of Q Pie chart Cost of Q types Quality improvement strategies
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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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Guidelines for MIdterm Exam Prep 3121-Sp 2011 - Non-Stat...

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