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M11 Study Guide

M11 Study Guide - ONLINE SCM 300 MODULE 11 Study Packet and...

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ONLINE SCM 300 – MODULE 11 Study Packet and Problem Set MODULE 11: Introduction to Quality Quality, whether we say it or not, is a central theme to this course. No supply chain can truly be successful unless all supply chain partners are offering both internal and external supply chain customers high-level products and/or services. Any failure by any supply chain partner could result in undesirable results for the end customer. This module tries to define some the variables associated with a quality definition and then attempts to showcase a few programs, tools, and awards that could help an organization become a firm that routinely produces high quality products and services. Reading Assignments: Earth Book 198-207,223-5 Concepts Terms and Lists TQM (and Figure 1) 202-5 Costs of Quality 200-1 Continuous improvement and Plan-do-check-act cycle 204-05 Six Sigma 205-7 Prevention 200-1 Six Sigma - Motorola and GE 205-07 Appraisal 200-1 DMAIC 205-07 Examples Internal failure 200-1 Implementing a successful Six Sigma program 205-07 Verizon Wireless 198-99 External failure 200-1 Quality at the Source 204 Warranty 201 ISO 9000 & ISO 14000 223-5 Possible definitions of quality (by customer) 202-3 Benefits of ISO certification 223-5 Employee involvement 204 Malcolm Baldrige National Quality Award 225 PART 1 What is Quality? What are some of the potential ingredients in a customer’s quality definition? Performance, Reliability, Durability, Features, Aesthetics, Serviceability, Service Response What are some key difference between product industries and service industries? 1. Tangible item vs. Intangible service 2. Services cannot be inventoried 3. Location and hours of operation can be very important 4. Services are usually produced and received simultaneously 5. Services are highly visible 6. Some services have very low barrier to entry/exit( requires continued improvement) How does the definition of quality differ from a product industry to a service industry? Quality service- Time, Timely, Completeness, Accuracy, Responsiveness, Courtesy, Consistency, Accessibility, Convenience. Why is quality something that is important at every stage of the supply chain? Because it determines the success of your organization. Reliability Know how to calculate basic reliability for a product, a process, or a series of attempts using the basic reliability formula. Reliability= multiply the reliability of the components and subsystems Backup system reliability= 1-(1-Reliability) ^# of components Know how to calculate reliability for something if it has 1 or more back-ups. Know how to utilize reliability to estimate costs of failures. (Exercise 5 and the attached problem set will be extremely helpful in your studies.) How does the number of components in a product affect our ability to control the reliability?
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