5 Quality And Performance PowerPoint Slides by Jeff Heyl Copyright © 2010 Pearson Education‚ Inc. Publishing as Prentice Hall. For Operations Management‚ 9e by Krajewski/Ritzman/Malhotra © 2010 Pearson Education 5–1 Costs of Quality A failure to satisfy a customer is considered a defect Prevention costs Appraisal costs Internal failure costs External failure costs Ethics and quality Copyright © 2010 Pearson Education‚ Inc. Publishing as Prentice Hall. 5–2 Total Quality Management
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Chapter 5 Process Analysis TRUE/FALSE 1. Process analysis is the documentation and detailed understanding of how work is performed and how it can be redesigned. Answer: True Reference: A Systematic Approach Difficulty: Easy Keywords: process‚ analysis 2. The four core processes that merit thorough analysis are supplier relationship‚ new service/product development‚ order fulfillment‚ and service/product recovery. Answer: False Reference: A Systematic Approach Difficulty:
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among Starwood properties lacked consistency (Krajewski‚ Ritzman‚ & Malhotra‚ 2010). Each individual property had its own unique approach to event planning‚ paperwork requirements‚ and available technology and resources (Krajewski‚ Ritzman‚ & Malhotra‚ 2010). Starwood realized that meetings and events were critical for the continued success and growth of the brand‚ as a large volume of the hotels’ business derives from this segment (Krajewski‚ Ritzman‚ & Malhotra‚ 2010). For this reason
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Mexican Restaurant is a small restaurant that seats 58 (Krajewski et al.‚ p. 154). The restaurant is located in New England in a business district that is on the edge of a large city (Krajewski et al.‚ p. 154). They offer a wide variety of traditional Mexican cuisine (Krajewski et al.‚ p. 154). Customers are usually seated immediately except for during peak hours on Friday and Saturday nights when they can wait up to 45 minutes (Krajewski et al.‚ p. 154). Customers who decide to stay and wait
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Operational Innovation Operations strategy specifies the means by which operations implements corporate strategy and helps to build a customer-driven firm (Krajewski J. 2009‚ pp.9). It links long-term and short-term operations decisions to corporate strategy and develops the capabilities the firm needs to be competitive. (Krajewski J. 2009‚ pp.9). Operations are decisions that are made inside an organization. Just like any other ideas‚ operations have to be carefully reviewed and implemented
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weeks but the delays were disrupting the production schedules. Custom Molds was also facing challenges with bottlenecks appearing in the production environment. They were very unpredictable and the Millers were having a hard time managing them (KRAJEWSKI‚ RITZMAN‚ & MALHOTRA‚ 2013). What are the competitive priorities for Customs Molds’s processes and changing nature of the industry? Custom Molds’s competitive priority was their customized parts‚ which were delivered in a specific amount
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productive way to design the layout of a building. • Process Layout involves three basic steps‚ whether the design is for a new layout or for revising an existing one: – (1) gather information – (2) develop a block plan – (3) design a detailed layout (Krajewski‚ 455) 4 What is Block Diagramming? • Block diagramming is one way to visualize the amount of movement that occurs between departments. – Each block represents one department of a facility. – Blocks can be moved around in order to minimize
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materials because they may have too much of one particular material and not enough of others. However‚ there are certainly benefits gained from improved inventory management but there also must be constant experimenting to reduce inventory investment. (Krajewski‚ Ritzman et al. 2007) There are many reasons as to why Cameron Balloons are holding one and a quarter million pounds worth of stock but in general‚ they support the five operations performance objectives of quality‚ speed‚ dependability‚ flexibility
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accomplish the desired goals. (Krajewski‚ 2007) Then‚ there is operation strategy that is a supporter of corporate strategy that requires the close relationship within the useful areas. Operation strategy will specify the overall service or manufacturing strategy and involves a blueprint of decisions that will involve the processes‚ systems and actions of that firm. Operation strategies involve the design of new processes or the redesign of existing ones. (Krajewski‚ 2007) So what competitive priorities
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no other airline in the industry’s history has enjoyed the customer loyalty and extended profitability which Southwest is now famous for. The company now flies more than 3‚400 times each day to over 64 destinations across the United States. (Krajewski‚ Ritzman & Malhotra 2010) Turnaround times at the airports are another reason that Southwest is able to maintain customer loyalty and exploit their competitive advantage over other companies in the industry. Strategy is an intent or plan
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