Introduction to Operations Management

Front

What is Total Quality Management (TQM)?

Back

TQM is a management approach where everyone in the organization works together to improve quality and performance, focusing on continuous improvement of processes and systems.

Front

Why is quality important in operations management?

Back

Quality is important because it ensures customer satisfaction, provides a competitive advantage, leads to cost savings, and builds a positive reputation for the organization.

Front

What are the 8 dimensions of product quality?

Back

1. Performance 2. Features 3. Reliability 4. Conformance 5. Durability 6. Serviceability 7. Aesthetics 8. Perceived Quality

Front

What does service quality refer to?

Back

Service quality refers to how well a service meets or exceeds customer expectations, focusing on the intangible aspects of service delivery.

Front

What is the RATER model in service quality?

Back

The RATER model includes five dimensions: Reliability, Assurance, Tangibles, Empathy, and Responsiveness.

Front

What are the four steps of the PDCA Cycle?

Back

1. Plan: Identify an opportunity for improvement and develop a plan. 2. Do: Implement the plan on a small scale. 3. Check: Review and analyze the results. 4. Act: Take action based on the analysis.

Front

What are the key principles of Total Quality Management (TQM)?

Back

1. Customer Satisfaction 2. Employee Involvement 3. Continuous Improvement 4. Supplier Partnership 5. Benchmarking

Front

What is the importance of employee involvement in TQM?

Back

Employee involvement fosters ownership and accountability, leading to enhanced morale, productivity, and quality.

Front

What is the difference between intrinsic and extrinsic factors in motivation?

Back

Intrinsic factors are internal motivators like achievement and recognition, while extrinsic factors are external rewards like salary and working conditions.

Front

What are the seven deadly wastes in operations management?

Back

1. Overproduction 2. Excess Inventory 3. Waiting 4. Transportation 5. Motion 6. Overprocessing 7. Defects