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PQL Exam 2
Terms in this set (35)
What are some examples of dissatisfiers?
Car: Floor mats in a car
Hotel: Towels in a hotel room.
What are some examples of satisfiers?
Car: Four wheel drive, keyless entry, sunroof, heated seats, push to start.
Hotel: Good view, continental breakfast, pool.
What are some examples of delighters?
Car: Heated steering wheel, self parking ability.
Hotel: TV in bathroom, chocolate on pillow, complementary champagne.
What are the considerations with VOC?
Ability to Probe
What are key take-aways from defining quality?
1) Perceived quality is a moving target, it is always moving/evolving.
2) Customers may not know what quality is, but they can identify it.
Expected and unspoken.
Unlikely to make the customer happy, but the absence would be immediately noticed and cause dissatisfaction.
Things that are minimum requirements.
The customer can be either pleased or displeased by it. The more of it there is, the happier the customer.
Unexpected and Unspoken.
Its absence will not displease the customer, and its presence will delight the customer.
Does NOT lead to loyalty
Is about a previous experience
Leads to loyalty
Example of Product Variation
Ex. Weight of bag of sugar
Example of Service Variation
Ex. Hair cut from one time to another
Example of Process Variation
Ex. Coil of materials to make parts- one coil to another had variation which impacts how machines work
Would you rather have accuracy or precision? Why?
Precision, it is easier to correct and fix.
Who came up with sources of variation?
What is common cause (natural) variation?
Will always be present, its' what the process generates.
Ex: Making coffee stirrers or pennies.
Ex. Different shape of cheerios
What is special cause (assignable) variation?
Not normal, something went wrong and the cause needs to be identified.
Ex. Dark cheerio (probably normal for one to get stuck in the oven, etc.
Management vs. Worker Responsibility
Workers impact special cause
Management impacts common cause
What is the Deming philosophy?
1) Defined quality as non-faulty systems
2) Focus on reducing process variation
3) Continuous Improvement
4) The chief culprit of poor quality is variation
What kind of tool is standard work considered?
A quality AND a productivity tool
What is the focus of standard work?
It is focused on the elimination of variation in all aspects of a system
When should standard work be used?
Anywhere with a repeatable process
What is leader standard work?
Where you identify a few key behaviors that lead to key performance outcomes
Who said, "Without standards, there can be no ("overall"- Deck) improvement."?
One person can improve, but without standardization, not everyone can be brought up, and it won't help the organization as a whole
What is scientific management?
Design a process or system the one best way & train everyone to do it that way (standardize)
THE ONE BEST WAY--Use the most efficient method and make it a benchmark
What are the benefits for using scientific management/standard work?
1) Overall process improvement
2) Expectation management
3) Managerial control
What are examples of variation?
Ex. Burger King- grab coffee and said 1 cream and sugar, but every time they gave a different amount they could make improvement because variation costs them money
Ex. Bagels- the mini bagels weren't always sliced down the middle so when toasted, one side would burn could fix this.
Give an example of 5S from the Amazon presentation
Tape all over the warehouse to display where things go. Also shows continuous improvement.
Give an example of a Poka Yoke from the Amazon presentation
Put in banding on shelves to keep inventory from falling out (because robots drive shelves to employees & things would fall)
Give an example of visual management from the Amazon presentation
Board for Produce Audit- green Velcro for yes if audit has been done, red Velcro no if not- lets manager know so they don't repetitively have to ask
Slam board- do I slam my own bags?
Shipping pallets with pictures with cities on the label
Give an example of a Kanban from the Amazon presentation
Always have shelves ready to go in Slam area with marked tape
What is the difference between "What vs. How" in ISO9000?
How it is applied is different, while the what is the same.
What are some requirements in ISO9000?
1) Product identification and traceability
2) Process Control
3) Control of Non Conformances
4) Corrective and Preventative Action
5) Internal Quality Audits
What is the ISO9000 hierarchy of authority?
1) International Standards Organization
2) Accreditation Bodies
3) Registration Bodies
4) Many layers of registered organizations
What makes ISO9000 credible?
1) Hierarchy of authority
2) External audits
3) Renewal Requirements
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