OM FINAL STUDY GUIDE
QUALITY CONTROL TOOLS
Statistical Process Control (SPC): used in quality management. Monitors quality
DURING production or while the service is being performed. Goal – to provide
timely info if current products meet specifications, detect shifts in process.
Correct action can be taken (new supplier, replace parts, machine overhauled).
Idea of continuous improvement.
Process Flowchart: triangle = storage. Rectangle = process. Diamond = decision
Most often referred to as service blueprinting
Bar Chart: …I couldn’t find anything on this. I’m guessing it’s a chart with bars.
Cause & Effect Diagrams: one side cause (negative causes) other side the effects
of the negative causes—problems with process control
Quality control tools used for analyzing/improving processes quality:
benchmarking, service blueprint (using a flowchart for services), business process
reengineering, modularization (making customized products with own parts)
Six Sigma – quantitative methodology: setting a standard in production –
3.4 defects per million…
Statistical tools that increase customer satisfaction, productivity, shareholder
Control, define, analyze, improve, measure
“if your goal was 99% productivity, 500 bad products per year, etc”
NATURE OF SERVICES:
- cannot be inventoried/stored/is lost forever when it is used
Problem for customers because they are not able to see it, feel it, and test its
performance before purchasing—must rely on reputation of service firm
Service package-a bundle of goods and services that is provided in some environment
The physical resources that must be in place before a service
can be sold.
are golf course, ski lift, hospital, airplane.
The material consumed by the buyer or items provided by the
are food items, legal documents, golf clubs, medical history.
Operations data or information that is provided by the customer to
enable efficient and customized service.
are patient medical records, seats
available on a flight, customer preferences, location of customer to dispatch a taxi.
Benefits readily observable by the senses. The essential or
are quality of meal, attitude of the waiter, on-time