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Unformatted text preview: Non-Stat tools Exam Content Areas Process mgt. Process mgt. metrics – capacity, flow rate etc. (see B’Board notes) Process flow diagram and process charts Little’s 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 Kano’s 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
- Management, 15 min, 1hr, Quality Mgt