Podcast
Questions and Answers
Which of the following best describes the core principle that underlies successful customer-supplier relationships?
Which of the following best describes the core principle that underlies successful customer-supplier relationships?
- Maintaining an arm's length transaction to avoid dependency.
- Focusing solely on the supplier's needs to ensure stability.
- Recognizing strategic importance and developing win-win relationships based on mutual trust. (correct)
- Prioritizing cost reduction above all else.
In the context of integrative bargaining, which approach is most effective for reaching mutually beneficial agreements?
In the context of integrative bargaining, which approach is most effective for reaching mutually beneficial agreements?
- Avoiding objective criteria to maintain flexibility.
- Focusing on underlying interests rather than stated positions. (correct)
- Ignoring personal relationships to expedite the process.
- Firmly adhering to pre-determined positions.
What outcome is most likely to arise from implementing a functional organizational structure?
What outcome is most likely to arise from implementing a functional organizational structure?
- Inhibition of process improvement and potential separation of employees from customers. (correct)
- Greater alignment between quality control and customer needs.
- Enhanced process improvement due to cross-functional collaboration.
- Improved customer experience through direct employee interaction.
Which element is the least descriptive of a Total Quality Culture?
Which element is the least descriptive of a Total Quality Culture?
What is the correct order of steps that form the American view in changing process-steps?
What is the correct order of steps that form the American view in changing process-steps?
In accelerating continuous improvement, what is the significance of translating and linking activities?
In accelerating continuous improvement, what is the significance of translating and linking activities?
During benchmarking, how should companies utilize the data collected from best-in-class organizations?
During benchmarking, how should companies utilize the data collected from best-in-class organizations?
Which process redesign principle focuses on streamlining operations by minimizing the number of transfer points?
Which process redesign principle focuses on streamlining operations by minimizing the number of transfer points?
When considering 'perspectives on total quality', what constitutes the most significant driver for change within an organization?
When considering 'perspectives on total quality', what constitutes the most significant driver for change within an organization?
What does 'ोध्याkusama' signify in the context of customer service and business practices?
What does 'ोध्याkusama' signify in the context of customer service and business practices?
Flashcards
Customer-Supplier Relationship Principles
Customer-Supplier Relationship Principles
Recognition of customers' and suppliers' strategic importance; Development of trust-based win-win relationships.
Key Ideas of Integrative Bargaining
Key Ideas of Integrative Bargaining
Separate people from the problem; Focus on interests, not positions; Invent options for mutual gain; Use objective criteria
Problems with Functional Structure
Problems with Functional Structure
Separate employees from customers; inhibits process improvement; separate quality function.
Elements of a Total Quality Culture
Elements of a Total Quality Culture
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American Views on Changing Process-Steps
American Views on Changing Process-Steps
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Steps for Accelerated Continuous Improvement
Steps for Accelerated Continuous Improvement
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Principles of Process Redesign
Principles of Process Redesign
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Benchmarking
Benchmarking
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Kaizen
Kaizen
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Measurement
Measurement
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Study Notes
- Three principles describe Customer-Supplier Relationships:
- Recognizing customers' and suppliers' strategic importance.
- Developing win-win relationships based on trust.
- Customer-Supplier Relations in Organization Theory involve:
- Resource management
- Worker collaboration
- Buyer beneficiary considerations
- Key ideas of integrative bargaining:
- Separate people from the problem.
- Focus on interests, not positions.
- Invent options for mutual gain.
- Insist on using objective criteria.
- Problems with functional structure:
- Separates employees from customers.
- Inhibits process improvement.
- Has a separate function for quality.
- Elements of a Total Quality Culture:
- Visionary leadership
- Customer-driven excellence
- Organizational and personal learning
- Valuing employees and partners
- Agility
- Focus on the future
- Managing for innovation
- Public responsibility and citizenship
- Focus on results and creating values
- System perspectives
- American views on changing process-steps:
- Scope the change
- Create a vision
- Driving commitment
- Accelerate the transition
- Sustain momentum
- Steps for accelerated continuous improvement:
- Focus and pinpoint
- Communicate
- Translate and link
- Create a management action plan
- Improve progress
- Measure progress and provide feedback
- Reinforce behaviors and celebrate results
- Benchmarking process steps:
- Determine functions to benchmark.
- Identify key performance indicators to measure.
- Identify best-in-class companies.
- Measure the performance of best-in-class companies and compare results.
- Define and take actions to meet or exceed the best performance.
- Principles of process Redesign :
- Reduces handoffs
- Eliminate steps
- Perform steps in parallel rather than in sequence
- Perspectives on Total quality:
- The Reason for Change
- The Source of Change
- Types of Change
- Okyakusama signifies customer or honorable guest.
- Loyal customers are those who stay with a company and make positive referrals.
- Imprint analysis provides a formal approach to understanding customer perspectives.
- Service standards represent measurable performance levels that define the quality of customer contracts.
- Internal customers contribute to a company's mission and depend on internal products or services.
- Process management involves designing processes to develop and deliver products and services that meet customer needs.
- Culture represents shared beliefs and values within an organization.
- Fairness involves treating others as one expects to be treated.
- Trust means respecting and relying on each other.
- Teamwork empowers individuals to manage their areas of responsibility.
- Diversity is valuing different points of view.
- Employee well-being means providing a safe, healthy, and desirable workplace.
- Winning attitude is a can-do approach driving continual improvement leading to excellence.
- Kaizen is continuous improvement.
- Breakthrough improvement refers to discontinuous change.
- Benchmarking is the search for best practices for superior performance.
- Best practices are approaches that produce exceptional results and are recognized by experts and customers.
- Competitive benchmarking focuses on products and manufacturing of competitors.
- Generic Benchmarking evaluates processes against best companies regardless of industry.
- Total Quality signifies a comprehensive effort to improve products and services.
- Agility characterizes flexibility and short cycle times.
- Sample space is the collection of all possible outcomes of an experiment.
- Probability is the likelihood that an outcome occurs.
- Event signifies a collection of one or more outcomes from a sample space.
- Random variables give a numerical description of an experiment's outcome.
- Probability distribution characterizes possible values and their probabilities.
- Probability density function characterizes outcomes of a continuous random variable.
- Concurrent engineering involves continuous involvement of all major functions throughout product development.
- Concept development applies knowledge to produce a basic functional design meeting customer needs and manufacturing requirements.
- Nominal refers to ideal dimensions or target values in manufacturing.
- Tolerance is permissible variation recognizing difficulty in consistency.
- Tolerance design determines permissible variation in a dimension.
- Reliability defines the probability of a product performing its function for a specified period.
- Hazard function characterizes the instantaneous failure rate over time.
- Robust design involves designing goods and services insensitive to variation.
- Design for manufacturability designs a product for efficient production at the highest quality.
- Accelerated life testing overstresses components to identify weaknesses.
- Measurement collects data to quantify values of product, service, process, and other metrics.
- Measures and indicators are numerical results obtained from measurement.
- Nonconformance signifies any defect or error in a unit of work.
- Variable measurement applies to dimensional quantities or values on a continuous scale
- Unit of work is the output of a process or process step.
- Prevention costs are investments to keep nonconforming products from occurring.
- Appraisal costs ensure conformance through measurement and analysis.
- Internal failure costs result from unsatisfactory quality found before product delivery.
- External failure costs occur after poor-quality products reach the customer.
- Metrology is the science of measurement and ensuring measurement correctness.
- Calibration verifies the capability and performance of measuring equipment.
- Equipment variation is the variation in multiple measurements by an individual using the same instrument.
- Reproducibility indicates consistency among workers using measurement instruments.
- Process capability study gathers specific information about process performance.
- Process capability is the ability of a process to produce output that conforms to specifications.
- Process performance indexes may include causes of variation.
- Pre-control is a simple technique for ensuring a process with relatively good capability remains controlled.
- Statistical process control monitors a process to identify special causes of variation.
- Trend results from causes that gradually affect the measurement, moving points on a control chart.
- Hugging the Center line is when nearly all points fall close to the center line on a control chart.
- Breakthrough, defined by Juran, is any improvement that takes an organization to unprecedented levels of performance.
- Deming Cycle is an adaptation of the scientific method for process improvement.
- Lean six sigma enhances goods, services, and operations efficiency by reducing defects, variation, and waste.
- Statistics is the science of the collection, organization, analysis, interpretation, and presentation of data.
- Brain storming: a problem-solving procedure for generating ideas that can be used in developing solutions.
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