TOM Midterm Exam #1 Double-Sided Sheet

TOM Midterm Exam #1 Double-Sided Sheet - o =f()orf(value o...

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Customer Satisfaction o Customer Satisfaction = f (perception – expectation) or f (value) o Value = f (Quality,Price) – Quality is perception of performance ; ROA=(R-C)/A  o Key Operational Capabilities - Cost, Quality, Time, Flexibility, Innovation o Scalability - use cust rather than employee, mechanization, reduce f-face/#locations Value Disciplines Operational Excellence – price, convenience  Customer Intimacy – segment, target, tailor, match demand, loyalty  Product Leadership – creative, quick, innovative Cost of Quality o Failure Cost      - Internal Failure Cost (before delivery) ; External Failure Cost (after delivery) o Control Cost      - Appraisal Cost ; Prevention Cost o Phillip Crosby - At least 20% of rev in well-run manufact, 35% of op costs in service, avg 4 or 5 X PM Total Quality Management o Relentless focus on customer satisfaction o Involvement of all employees o Philosophy of continuous improvement Six-Sigma  (Central Limit Theorem) o Concept that restricts the variation and increases the precision of a process o Cp = (USL - LSL) / (6 σ ) o Cpk = min (USL – process mean) / 3  ;  σ (process mean - LSL) / 3 σ o Capable if Cp >= 1 Data Collection in DMAIC –  Define, Measure, Analyze, Improve, Control Flow Charts      – process mapping Histogram      – distribution Run Chart      – trends and patterns Pareto Chart      – frequency Scatter Diagram      – variable relationships Fishbone      – cause and effect diagrams Control Charts      – process variability  Process Types o Project    
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