Operations Management PDF

Give me a general understanding of the document in 5 bullet points. 1. The document focuses on Operations Management, specifically on under- standing and applying operational planning and control tools within an organization, covering critical path analysis, quality management, and...

Give me a general understanding of the document in 5 bullet points. 1. The document focuses on Operations Management, specifically on under- standing and applying operational planning and control tools within an organization, covering critical path analysis, quality management, and project management []. 2. It outlines the critical path analysis and network planning process, detail- ing stages in project management, the purpose and importance of critical path analysis, and its application to various projects []. 3. The document illustrates how to define projects, identify activities, esti- mate time, allocate resources, and manage constraints through examples such as making an omelet [], []. 4. It discusses the significance of network diagrams and critical path method (CPM) in project management, explaining calculations like earliest start, latest finish, and slack to identify critical paths [], []. 5. Quality management is emphasized, covering dimensions of quality, the quality gap model, and Total Quality Management (TQM) practices, high- lighting their impact on customer satisfaction and operational efficiency [], []. References: p.7, p.5, p.21, p.61, p.8, p.10, p.59, p.17, p.19, p.6, p.9, p.18, p.55, p.1, p.26, p.4, p.58, p.37, p.3, p.46, p.2, p.62, p.66, p.56, p.49, p.63, p.53, p.67, p.57, p.22, p.30, p.50, p.65, p.20, p.36, p.54, p.35, p.64, p.31, p.29, p.51, p.28, p.52, p.40, p.48, p.34, p.23, p.15, p.60, p.38, p.41, p.32, p.47, p.45, p.39, p.27, p.11, p.13, p.44, p.12, p.16, p.33, p.24, p.14, p.42, p.43 Give me a general understanding of the document in 5 bullet points. 1. The document focuses on Operations Management, specifically operational planning and control tools within an organization, covering areas such as critical path analysis, network planning, and quality management []. 2. It outlines the critical stages in project management, which include initiat- ing, planning, executing, monitoring and controlling, and closing a project []. 3. Key concepts discussed include project definition, the purpose and impor- tance of project planning, and techniques like the Critical Path Method (CPM) for estimating project duration and managing schedules [], []. 4. Quality management is also a significant focus, detailing dimensions of quality, the gap model of quality, and the principles of Total Quality Management (TQM) [], []. 5. The document includes practical applications and scenarios, encouraging readers to apply project management techniques and TQM practices in 1  real-world organizational contexts [], []. References: p.7, p.5, p.21, p.61, p.8, p.10, p.59, p.17, p.19, p.6, p.9, p.18, p.55, p.1, p.26, p.4, p.58, p.37, p.3, p.46, p.2, p.62, p.66, p.56, p.49, p.63, p.53, p.67, p.57, p.22, p.30, p.50, p.65, p.20, p.36, p.54, p.35, p.64, p.31, p.29, p.51, p.28, p.52, p.40, p.48, p.34, p.23, p.15, p.60, p.38, p.41, p.32, p.47, p.45, p.39, p.27, p.11, p.13, p.44, p.12, p.16, p.33, p.24, p.14, p.42, p.43 Write a comprehensive, detailed summary with beautiful formatting. Operations Management Summary Introduction This document serves as an outline for understanding and applying operational planning and control tools within an organization, focusing on two main areas: Project Management and Quality Management. Part A: Project Management Key Points Covered: 1. Understanding the Project Environment: Recognizing various fac- tors that may affect a project, including economic conditions, customer expectations, competitors, suppliers, and company strategies. 2. Project Definition: A project is defined as a set of activities with a defined start point and end state, utilizing a specific set of resources to achieve a particular goal []. 3. Features of Successful Project Management: Clearly defined goals Competent project manager Skilled project team members Adequate communication channels Control mechanisms Feedback capabilities Responsiveness to clients []. 4. Stages in Project Management: Initiation Planning Executing Monitoring and Controlling 2  Closing []. 5. Purpose of Project Planning: Helps in estimating costs and duration, allocating work, monitoring progress, and assessing changes []. Critical Path Analysis Critical Path Method (CPM): A technique used to estimate the min- imum project duration and identify flexibility within the project schedule []. 1. Activity on Node (AON) and Activity on Arc (AOA): Two ap- proaches to present project networks []. 2. Forward and Backward Pass Calculations: Determine earliest and latest start/finish times for project activities, essential for calculating slack []. 3. Slack Calculation: The difference between the latest and earliest finish times, indicating how much delay can occur without affecting the overall project timeline []. Example Project: Making an Omelet Detailed breakdown of tasks involved in making an omelet, estimating optimistic, most likely, and pessimistic times, and calculating expected time [[11-15]]. Part B: Quality Management Key Points Covered: 1. Definition of Quality: The totality of features and characteristics of a product or service that meets stated or implied needs []. 2. Quality Dimensions: Performance: Main characteristics of the product/service. Aesthetics: Appearance and feel. Special Features: Extra characteristics. Conformance: Adherence to customer expectations. Reliability, Durability, Perceived Quality, and Serviceability []. 3. Quality Gap Model: Identifies gaps between customer expectations and actual service delivery, emphasizing the need for consistency in quality specifications []. 4. Total Quality Management (TQM): 3  An effective system for integrating quality development, maintenance, and improvement. Involves various organizational groups to ensure customer satisfaction at economical levels []. Conclusion This document highlights the significant aspects of operational planning and control tools relevant to project management and quality management. It em- phasizes the importance of structured project planning and the critical role of quality management in achieving operational excellence. By understanding these principles, organizations can effectively manage projects and ensure high- quality outputs, ultimately contributing to customer satisfaction and organiza- tional success. This summary encapsulates the core elements of the original document, provid- ing a clear and structured overview of operational planning and control tools within an organization. References: p.49, p.37, p.31, p.48, p.19, p.26, p.23, p.7, p.46, p.21, p.36, p.52, p.51, p.58, p.11, p.57, p.10, p.22, p.4, p.2, p.54, p.41, p.34, p.35, p.3, p.62, p.27, p.40, p.30, p.59, p.50, p.17, p.39, p.9, p.28, p.18, p.8, p.53, p.61, p.56, p.5, p.12, p.15, p.29, p.47, p.55, p.1, p.6, p.32, p.24, p.64, p.38, p.20, p.66, p.63, p.65, p.33, p.14, p.45, p.67, p.60, p.13, p.16, p.44, p.42, p.43 Write a comprehensive, detailed summary with beautiful formatting. Comprehensive Summary of Operations Manage- ment Overview This document addresses various aspects of operations management, focusing on operational planning and control tools applicable to organizations. The key learning objective is to understand and apply these tools, particularly through project management and quality management frameworks. 4 Contents Covered Part A: Critical Path Analysis and Network Planning Project Management: This section outlines the definition of a project as a set of activities with a defined start and end point, pursuing specific goals using allocated resources []. Stages in Project Management: The stages include initiating, plan- ning, executing, monitoring and controlling, and closing a project []. Network Planning & Critical Path Analysis: – Purpose: Helps in scheduling, resource allocation, and progress monitoring []. – Importance in Operation: Critical path analysis aids in identify- ing key activities that impact project completion []. – Application: Various project examples are provided, such as de- veloping a mobile app and organizing a conference, highlighting the importance of structured project management stages []. Features of Successful Project Management Clearly defined goals Competent project manager and team members Adequate communication channels Control mechanisms and feedback capabilities Responsiveness to clients []. Part B: Quality Management Quality Dimension: Defined as the totality of features and characteris- tics of a product or service that meets stated or implied needs []. Quality Gap Model: This model illustrates gaps between customer expectations and actual service delivery, emphasizing the importance of meeting internal specifications []. Total Quality Management (TQM): A system integrating quality development, maintenance, and improvement, focusing on organizational efforts to achieve full customer satisfaction []. Detailed Project Management Concepts Project Definition A project is characterized by: - Objective: The end state aimed for. - Scope: The range of responsibilities taken. - Strategy: The approach to meet objectives []. 5 Purpose of Project Planning Project planning serves four distinct pur- poses: 1. Cost and Duration Estimation: Helps allocate work and monitor progress. 2. Resource Allocation: Assists in determining the level of re- sources needed []. Project Planning Example: Making an Omelet The document offers a practical example of making an omelet, detailing activi- ties, time estimates (optimistic, most likely, pessimistic), and the calculation of expected time [], [], []. Relationships in Project Tasks Independent Activities: Tasks that can proceed without affecting one another. Dependent Activities: Tasks that require the completion of preceding tasks before starting []. Network Analysis Techniques Activity on Node (AON) and Activity on Arc (AOA): Differ- ent methodologies for visualizing project activities and their dependencies [], []. Critical Path Method (CPM): Used to determine the minimum project duration and flexibility of the schedule []. Importance of Quality Management Quality management is vital for ensuring that products meet customer expec- tations and contribute to the overall success of the organization []. Key dimensions of quality include performance, reliability, and serviceability []. TQM Practices Total Quality Management focuses on continuous improvement through orga- nizational efforts to enhance quality across all functions, ensuring customer satisfaction and operational efficiency [], []. Conclusion The document serves as a comprehensive guide to understanding and applying operational planning and control tools within organizations. It emphasizes the 6 importance of project management and quality management in achieving organi- zational goals and ensuring high levels of customer satisfaction. The integration of these principles is crucial for effective operations management in any sector. References: p.49, p.37, p.31, p.48, p.19, p.26, p.23, p.7, p.46, p.21, p.36, p.52, p.51, p.58, p.11, p.57, p.10, p.22, p.4, p.2, p.54, p.41, p.34, p.35, p.3, p.62, p.27, p.40, p.30, p.59, p.50, p.17, p.39, p.9, p.28, p.18, p.8, p.53, p.61, p.56, p.5, p.12, p.15, p.29, p.47, p.55, p.1, p.6, p.32, p.24, p.64, p.38, p.20, p.66, p.63, p.65, p.33, p.14, p.45, p.67, p.60, p.13, p.16, p.44, p.42, p.43 Write a comprehensive, detailed summary with beautiful formatting. Operations Management Overview ### Instructor: Dr. Manjib Bhuyan Learning Objective 4 (LO4) ABLE TO UNDERSTAND AND APPLY OPERATIONAL PLAN- NING AND CONTROL TOOLS FOR AN ORGANIZATION Points to be Covered Part A: Critical Path Analysis and Network Planning Project Management Stages in Project Management Network Planning Critical Path Analysis Purpose Importance in Operation Application to Given Project Part B: Quality Management Quality Dimension Gap Model of Quality Total Quality Management Project Definition A project is described as a set of activities with a defined start point and a defined end state, which pursues a specific goal using a certain set of resources 7 []. Features of Successful Project Management Clearly Defined Goals Competent Project Manager Competent Project Team Members Adequate Communication Channels Control Mechanisms Feedback Capabilities Responsiveness to Clients []. Stages in Project Management Projects progress through several stages: 1. Understanding the Project Environment 2. Defining Project Objectives, Strategy, and Scope 3. Planning Steps 4. Identifying Activities 5. Estimating Time for Each Activity 6. Determining Resources Needed 7. Identifying Limi- tations/Constraints 8. Developing Solutions to Constraints []. Project Planning Example: Making an Omelet The project to make an omelet includes various activities, each with specified effort and duration: - Taking the egg: 30 seconds - Heating the pan: 60 seconds - Cutting onion: 60 seconds - Mixing ingredients: 45 seconds - Cooking: 12 seconds - Serving: 60 seconds Optimistic Total Time: 267 seconds []. Time Estimates Optimistic Time (TO): Ideal conditions Most Likely Time (TM): Typical conditions Pessimistic Time (TP): Worst-case scenario Expected Time (TE): Average time factoring in all scenarios []. Project Control and Analysis Project Control Managing and controlling the project through: - Initiating - Planning - Ex- ecuting - Monitoring and Controlling - Closing []. 8 Network Analysis Network analysis helps in planning and controlling large projects. It allows managers to: - Plan task start times - Allocate resources - Monitor progress - Prevent delays []. Critical Path Method (CPM) The critical path method estimates the minimum project duration and calculates the flexibility within the project schedule []. Quality Management Definition of Quality Quality refers to the totality of features and characteristics of a product or service that meets stated or implied needs []. Dimensions of Quality 1. Performance 2. Aesthetics 3. Special Features 4. Conformance 5. Reliability 6. Durability 7. Perceived Quality 8. Serviceability []. Total Quality Management (TQM) TQM is an effective system that integrates quality development, maintenance, and improvement efforts across various groups in an organization to ensure full customer satisfaction []. This summary encapsulates the key elements of operations management focus- ing on project management techniques and quality management principles as outlined by Dr. Manjib Bhuyan. Through structured planning, execution, and quality assurance practices, organizations can achieve operational excellence. References: p.49, p.37, p.31, p.48, p.19, p.26, p.23, p.7, p.46, p.21, p.36, p.52, p.51, p.58, p.11, p.57, p.10, p.22, p.4, p.2, p.54, p.41, p.34, p.35, p.3, p.62, p.27, p.40, p.30, p.59, p.50, p.17, p.39, p.9, p.28, p.18, p.8, p.53, p.61, p.56, p.5, p.12, p.15, p.29, p.47, p.55, p.1, p.6, p.32, p.24, p.64, p.38, p.20, p.66, p.63, p.65, p.33, p.14, p.45, p.67, p.60, p.13, p.16, p.44, p.42, p.43 9 Create a study guide with questions and answers. Study Guide for Operations Management Part A: Critical Path Analysis and Network Planning Q1: What defines a project? A1: A project is a set of activities with a defined start point and a defined end state, which pursues a defined goal and uses a defined set of resources []. Q2: What are the features of successful project management? A2: Successful project management features include clearly defined goals, a competent project manager, competent project team members, adequate com- munication channels, control mechanisms, feedback capabilities, and responsive- ness to clients []. Q3: What is Critical Path Analysis? A3: Critical Path Analysis (CPA) is a technique used to estimate the minimum project duration and determine the amount of schedule flexibility on the logical network paths within the schedule []. Q4: What are the stages in project management? A4: The stages in project management include initiating, planning, executing, monitoring and controlling, and closing []. Q5: What is the purpose of project planning? A5: The purpose of project planning includes defining the project objectives, estimating time and resources needed, identifying activities, and assessing the impact of changes to the project []. Part B: Quality Management Q6: What is the definition of quality? A6: Quality is the totality of features and characteristics of a product or service which bears on its ability to meet stated or implied needs []. Q7: What are the dimensions of quality? A7: The dimensions of quality include performance, aesthetics, special features, conformance, reliability, durability, perceived quality, and serviceability []. Q8: What is Total Quality Management (TQM)? A8: TQM is an effective system for integrating quality development, main- tenance, and improvement efforts from various groups in an organization to enable production and service at the most economical levels for full customer satisfaction []. Q9: What are the gaps in the Quality Gap Model? A9: The gaps include: - Gap 1: Consistency between internal quality specifications and customer ex- pectations. - Gap 2: Internal specifications meeting intended design concepts. 10 - Gap 3: Actual products or services conforming to internal quality levels. - Gap 4: Ensuring promises made to customers are deliverable []. Q10: How does high quality impact costs and revenues? A10: High quality can lead to lower costs and increased revenues by reduc- ing defects and improving customer satisfaction, which can enhance sales and market share []. Additional Questions for Review Q11: Describe the relationship between independent and dependent activities in project management. A11: Independent activities can occur simultaneously without affecting each other (e.g., taking the egg and heating the pan), while dependent activities must occur in sequence (e.g., breaking the egg must follow taking the egg) []. Q12: What is the significance of the critical path in project manage- ment? A12: The critical path is the longest path through the project network with the least amount of slack, meaning any delays on this path will directly affect project completion []. Q13: What is the role of network diagrams in project management? A13: Network diagrams help visualize project activities, their sequences, and dependencies, allowing for better planning, scheduling, and resource allocation []. Q14: How do you calculate slack? A14: Slack is calculated as the difference between the latest finish time and the earliest finish time of an activity: Slack = LS - ES = LF - EF. Activities on the critical path typically have zero slack []. This guide summarizes key concepts from the course material and provides questions to facilitate understanding and retention of the subject matter. References: p.18, p.19, p.62, p.21, p.46, p.10, p.65, p.4, p.37, p.31, p.2, p.36, p.49, p.35, p.1, p.54, p.9, p.66, p.61, p.26, p.7, p.48, p.11, p.27, p.30, p.8, p.55, p.17, p.40, p.6, p.34, p.67, p.3, p.52, p.16, p.32, p.51, p.41, p.63, p.28, p.39, p.20, p.64, p.33, p.22, p.50, p.29, p.38, p.59, p.58, p.5, p.23, p.15, p.53, p.56, p.57, p.47, p.24, p.13, p.45, p.12, p.42, p.43, p.60, p.44, p.14 Create a study guide with questions and answers. Study Guide for Operations Management Part A: Critical Path Analysis and Network Planning 1. What is a project? 11  A project is a set of activities with a defined start point and an end state, which pursues a defined goal and uses a defined set of resources. [] 2. What are the features of successful project management? Clearly defined goals, competent project manager, competent project team members, adequate communication channels, control mecha- nisms, feedback capabilities, responsiveness to clients. [] 3. What are the stages in project management? The stages include initiating, planning, executing, monitoring and controlling, and closing the project. [] 4. What is the purpose of project planning? The purpose of project planning includes assessing the cost and du- ration of the project, determining the level of resources needed, allo- cating work, and monitoring progress. [] 5. What is the Critical Path Method (CPM)? The Critical Path Method is a technique used to estimate the mini- mum project duration and determine the amount of schedule flexibil- ity on the logical network paths within the schedule model. [] 6. What is the difference between optimistic, most likely, and pes- simistic time in project planning? Optimistic Time (TO) is the shortest possible time under ideal con- ditions, Most Likely Time (TM) is the average time under normal conditions, and Pessimistic Time (TP) is the longest time under less than ideal conditions. [], [], [] 7. What are leads and lags in project management? A lead is the amount of time a successor activity can be advanced with respect to a predecessor activity, while a lag is the amount of time a successor activity will be delayed with respect to a predecessor activity. [] Part B: Quality Management 1. How is quality defined? Quality is defined as the totality of features and characteristics of a product or service which bears on its ability to meet stated or implied needs. [] 2. What are the dimensions of quality? The dimensions include performance, aesthetics, special features, con- formance, reliability, durability, perceived quality, and serviceability. [] 3. What is the Gap Model of Quality? The Gap Model identifies discrepancies between customer expecta- tions and actual service or product quality. [] 4. What is Total Quality Management (TQM)? TQM is an effective system for integrating the quality development, maintenance, and improvement efforts of various groups in an organi- 12  zation to enable production and service at the most economical levels for full customer satisfaction. [] 5. What are the main organizational responsibilities in addressing quality gaps? Responsibilities include ensuring consistency between internal quality specifications and customer expectations, meeting design concepts, and delivering on customer promises. [] General Questions 1. What are the critical benefits of using network analysis in project management? It provides a clear visual communication tool, arranges tasks effi- ciently, estimates project completion time, and highlights critical ac- tivities essential for project completion. [] 2. How do you calculate slack in project management? Slack is calculated as the difference between the latest finish time and the earliest finish time for an activity. [] 3. What are the advantages and disadvantages of using network analysis? Advantages: Reduces risks and costs, encourages careful assessment, and provides a useful project overview. Disadvantages: Largely based on accurate estimates, does not guarantee success, and may become complicated with too many activities. [] This study guide summarizes important concepts related to operations man- agement, focusing on project planning, critical path analysis, and quality man- agement. Use this guide to prepare for examinations or discussions on these topics. References: p.18, p.19, p.62, p.21, p.46, p.10, p.65, p.4, p.37, p.31, p.2, p.36, p.49, p.35, p.1, p.54, p.9, p.66, p.61, p.26, p.7, p.48, p.11, p.27, p.30, p.8, p.55, p.17, p.40, p.6, p.34, p.67, p.3, p.52, p.16, p.32, p.51, p.41, p.63, p.28, p.39, p.20, p.64, p.33, p.22, p.50, p.29, p.38, p.59, p.58, p.5, p.23, p.15, p.53, p.56, p.57, p.47, p.24, p.13, p.45, p.12, p.42, p.43, p.60, p.44, p.14 Create a study guide with questions and answers. Study Guide for Operations Management Part A: Critical Path Analysis and Network Planning Questions and Answers 1. What is a project? 13  A project is defined as a set of activities with a defined start point and a defined end state, which pursues a defined goal and uses a defined set of resources []. 2. What are the features of successful project management? Key features include clearly defined goals, competent project man- ager, competent project team members, adequate communication channels, control mechanisms, feedback capabilities, and responsive- ness to clients []. 3. What are the stages in project management? The stages include understanding the project environment, defining project objectives, strategy and scope, project planning, and project control []. 4. What is the purpose of project planning? The purpose of project planning is to help allocate work, monitor progress, assess the impact of changes, estimate costs and duration, and determine the level of resources needed []. 5. Explain the difference between optimistic time, most likely time, and pessimistic time. Optimistic time (TO) is the shortest possible time under ideal condi- tions, most likely time (TM) is the average time under typical condi- tions, and pessimistic time (TP) is the longest time under less than ideal conditions [], [], []. 6. What is the critical path method (CPM)? CPM is used to estimate the minimum project duration and deter- mine schedule flexibility by calculating early start, early finish, late start, and late finish dates for all activities using forward and back- ward pass analysis []. 7. What does slack mean in project management? Slack (or float) is the amount of time an activity can be delayed without affecting the overall project completion date. It is calculated as the difference between the latest finish time and the earliest finish time []. 8. What are the uses of critical path analysis? It helps in visual communication, planning, estimating project com- pletion time, identifying critical activities, and effective resource plan- ning []. Part B: Quality Management Questions and Answers 1. Define quality according to Ken Holmes. Quality is the totality of features and characteristics of a product or service which bears on its ability to meet stated or implied needs []. 14  2. What are the dimensions of quality? Dimensions include performance, aesthetics, special features, confor- mance, reliability, durability, perceived quality, and serviceability []. 3. What is the Quality Gap Model? The Quality Gap Model identifies gaps between customer expecta- tions and actual service or product delivery, focusing on ensuring high perceived quality through various organizational responsibilities []. 4. What is Total Quality Management (TQM)? TQM is an effective system for integrating quality development, main- tenance, and improvement, involving efforts from various groups in an organization to ensure customer satisfaction []. 5. How does high quality affect costs and revenue? High quality can reduce costs and increase revenue by improving cus- tomer satisfaction and loyalty, leading to repeat business and lower error rates in production []. Additional Questions 1. What is the role of project management in launching a new product? Project management involves defining product requirements, design- ing, manufacturing, quality control, and launching the product effec- tively []. 2. Explain the importance of identifying dependencies in project activities. Identifying dependencies helps in determining the sequence of tasks, scheduling, and resource allocation, ensuring that dependent tasks are completed in the correct order []. 3. What are the common advantages of using network analysis in projects? Advantages include reducing risks and costs, enabling careful assess- ment of activity requirements, spotting slack activities, and providing a comprehensive overview of complex projects []. Use this study guide to review key concepts and prepare for discussions or assessments related to Operations Management. References: p.18, p.19, p.62, p.21, p.46, p.10, p.65, p.4, p.37, p.31, p.2, p.36, p.49, p.35, p.1, p.54, p.9, p.66, p.61, p.26, p.7, p.48, p.11, p.27, p.30, p.8, p.55, p.17, p.40, p.6, p.34, p.67, p.3, p.52, p.16, p.32, p.51, p.41, p.63, p.28, p.39, p.20, p.64, p.33, p.22, p.50, p.29, p.38, p.59, p.58, p.5, p.23, p.15, p.53, p.56, p.57, p.47, p.24, p.13, p.45, p.12, p.42, p.43, p.60, p.44, p.14 Create a study guide with questions and answers. 15 Study Guide: Operations Management Part A: Critical Path Analysis and Network Planning 1. What de- fines a project? A project is defined as a set of activities with a defined start point and a defined end state, which pursues a defined goal and uses a defined set of resources []. 2. What are the features of successful project management? - Clearly defined goals - Competent project manager - Competent project team members - Adequate communications channels - Control mechanisms - Feedback capabilities - Responsiveness to clients []. 3. Name the stages in project management. - Initiating - Planning - Executing - Monitoring and controlling - Closing []. 4. Explain the purpose of project planning. Project planning helps to allocate work, monitor progress, assess the impact of changes, and determine the cost and duration of the project []. 5. What is the expected time (TE) calculation formula? TE = (TO + 4 * TM + TP) / 6, where TO is optimistic time, TM is most likely time, and TP is pessimistic time []. Part B: Quality Management 6. How is quality defined? Quality is defined as the totality of features and characteristics of a product or service which bears on its ability to meet stated or implied needs []. 7. List the dimensions of quality. - Performance - Aesthetics - Special Features - Conformance - Reliability - Durability - Perceived Quality - Serviceability []. 8. What is the Quality Gap Model? The Quality Gap Model identifies gaps that can affect perceived quality, includ- ing gaps between customer expectations and actual service, internal specifica- tions, and promised outcomes []. 16 9. What is Total Quality Management (TQM)? TQM is an effective system for integrating quality development, maintenance, and improvement, focusing on the efforts of various groups in an organization to ensure customer satisfaction []. Additional Questions 10. Describe the independent and dependent relationships in projects. Independent activities can occur simultaneously, like taking the egg and heating the pan. Dependent activities must occur in sequence, like taking and breaking the egg, which leads to mixing []. 11. What is the critical path method (CPM)? CPM is a scheduling technique that estimates the minimum project duration and determines the amount of schedule flexibility on the logical network paths within the schedule model []. 12. What is slack in project management? Slack is the difference between the latest finish time (LF) and the earliest finish time (EF) of an activity. It indicates how much an activity can be delayed without affecting the overall project completion []. 13. Why is network analysis important? Network analysis helps in planning and controlling large projects, allocating resources, monitoring progress, and preventing completion delays []. 14. What are the advantages and disadvantages of using network analysis? Advantages: Reduces risk and cost, encourages careful assessment, and pro- vides a useful overview of complex projects. Disadvantages: Relies on accurate estimates, does not guarantee success, and can become complicated with too many activities []. Conclusion This study guide covers critical concepts in operations management, specifically focusing on project management and quality management. Review these ques- tions and answers to prepare thoroughly for your understanding and application of operational planning and control tools. References: p.18, p.19, p.62, p.21, p.46, p.10, p.65, p.4, p.37, p.31, p.2, p.36, p.49, p.35, p.1, p.54, p.9, p.66, p.61, p.26, p.7, p.48, p.11, p.27, p.30, p.8, p.55, p.17, p.40, p.6, p.34, p.67, p.3, p.52, p.16, p.32, p.51, p.41, p.63, p.28, p.39, p.20, p.64, p.33, p.22, p.50, p.29, p.38, p.59, p.58, p.5, p.23, p.15, p.53, p.56, p.57, p.47, p.24, p.13, p.45, p.12, p.42, p.43, p.60, p.44, p.14 17