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

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