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OM FINAL STUDY GUIDE

OM FINAL STUDY GUIDE - OM FINAL STUDY GUIDE QUALITY CONTROL...

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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 point. 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 – o 3.4 defects per million… o Statistical tools that increase customer satisfaction, productivity, shareholder value. o Control, define, analyze, improve, measure o “if your goal was 99% productivity, 500 bad products per year, etc” NATURE OF SERVICES: 1. Perishability - cannot be inventoried/stored/is lost forever when it is used 2. Intangible- not patentable 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 3. Service package-a bundle of goods and services that is provided in some environment Supporting Facility : The physical resources that must be in place before a service  can be sold.   Examples  are golf course, ski lift, hospital, airplane. Facilitating Goods :   The material consumed by the buyer or items provided by the  consumer.   Examples  are food items, legal documents, golf clubs, medical history. Information :   Operations data or information that is provided by the customer to  enable efficient and customized service.   Examples  are patient medical records, seats  available on a flight, customer preferences, location of customer to dispatch a taxi. Explicit Services : Benefits readily observable by the senses.  The essential or  intrinsic features.   Examples  are quality of meal, attitude of the waiter, on-time  departure.
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Implicit Services : Psychological benefits or extrinsic features which the consumer may sense only vaguely. Examples are privacy of loan office, security of a well lighted parking lot. 4. Back office-the service delivery activities not observable to the customer. \] 5. Service Process Matrix Describe the managerial implications of the distinctive characteristics of a service operation o Characteristics of Services Intangible Cannot be inventoried/perishable
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