What is training and empowering frontline employees to solve a problem immediately quizlet?
|
Show
Recommended textbook solutions
 Chemistry for Engineering Students2nd EditionLawrence S. Brown, Thomas A. Holme 945 solutions
Fundamentals of Engineering Economic Analysis1st EditionDavid Besanko, Mark Shanley, Scott Schaefer 215 solutions
Advanced Engineering Mathematics10th EditionErwin Kreyszig 4,134 solutions Engineering Mechanics: Statics12th EditionR.C. Hibbeler 1,428 solutions Recommended textbook solutions
Operations Management: Sustainability and Supply Chain Management12th EditionBarry Render, Chuck Munson, Jay Heizer 1,698 solutions
Information Technology Project Management: Providing Measurable Organizational Value5th EditionJack T. Marchewka 346 solutions
Human Resource Management15th EditionJohn David Jackson, Patricia Meglich, Robert Mathis, Sean Valentine 249 solutions
Human Resource Management15th EditionJohn David Jackson, Patricia Meglich, Robert Mathis, Sean Valentine 249 solutions Upgrade to remove ads Only SGD 41.99/year
Terms in this set (58)Continuous improvement is based on the philosophy that any aspect of a product can be improved. true Benchmarking requires the comparison of your firms to other organizations; it isn't appropriate to benchmark by comparing one of your divisions to another one of your divisions. false Quality can improve profitability by reducing costs. What is NOT an aspect of reduced costs by quality improvement? flexible pricing Techniques for building employee empowerment: building communication networks that include employees, building high morale organizations, developing open/supportive supervisors, moving responsibilities from both managers and staff to production employees The process of improvement technique that sorts the vital few from the trivial many is: Pareto Analysis A process range chart illustrates the amount of dispersion within the samples. true The probability of rejecting a good lot is consumer's risk. false The number of late insurance claim payouts per 100 should be measured with a: p-chart Up to three standard deviations above or below the centerline is the amount of variation that statistical process control allows for: natural variation A nationwide delivery service keeps track of the number of late deliveries (30 mins late) per day. Which control chart should they use? c-chart Acceptance sampling's primary purpose is to: decide if a lot meets predetermined standards
A type II error occurs when: a bad lot is accepted A typical full-service restaurant uses a product-focused process. false Three of the four types of processes are: process focus, repetitive focus, product focus A product-focused process is commonly used to produce: high volume, low variety Arnold Palmer uses which focus? process Harley Davidson: uses work cells to feed its assembly lines False about repetitive process: they allow easy switching from one product to another The crossover point in a production quantity is where: total costs from one process equal total costs from another process Which is NOT a strategy for improving service productivity? mass customization Quality is mostly the business of the quality control staff, not ordinary employees. false Quality circles empower employees to improve productivity by finding solutions to work-related problems in their work area. true All of these will decrease as a result of better quality except: maintenance costs A successful TQM program incorporates all except: centralized decision-making authority Pareto Charts are used to: organize errors, problems or defects A fishbone chart is also known as: cause-and-effect diagram Some degree of variability is present in almost all processes. true In a statistical process control, the range is often used as a substitute for the standard deviation. true A p-chart is appropriate to plot the number of typographic errors per page of text. false Acceptance sampling accepts or rejects an entire lot based on the information contained in the sample. true The number of defects after a hotel room cleaning should be measured with a: c-chart Consumer's risk is the probability of: accepting a bad lot An example of the postponement strategy for improving service productivity is having the customer wait until you have sufficient time to serve them. false Frito lay is to ___ as Harley Davidson is to ___ focus. product; repetitive In the mass service and service factory quadrants of the service process matrix, the operations manager could focus on all of the following: tight quality control, removing of same services, standardization, automation Which of the following could reduce costs and increase profit? increased productivity Taguchi's quality loss function is based on a: quadratic equation Attribute inspection measures: if the product is good or bad One hundred percent inspection: means that every part is checked to see whether or not it is defective To develop an standard or benchmark, a firm needs to start with: determine what to benchmark Which TQM tool would be best for displaying the number of students majoring in each business discipline? histogram Which of the following determinants of service quality means approachability? access A successful quality strategy begins with: an organizational culture that fosters quality What is training and empowering frontline employees to solve a problem immediately? service recovery Which is NOT an external failure cost? scrap A c-chart is based on: Poisson distribution The two popular measures for quantitatively determining if a process is capable are: process capability ratio and process capability index What is the probability of accepting a bad lot? Type II error Which is not true about the process capability ratio? a capable process has a process capability ration less than 1 In acceptance sampling, the producer's risk is the risk of having a: good lot rejected What is a flowchart with time added on the horizontal axis? process mapping Which of the quadrants in the service process matrix has high labor intensity and high customizations? professional service What is the fundamental rethinking of business processes to bring about dramatic improvements in performance? product redesign Which is an example of technology's impact on wholesale/retail trade industry? bar-coded data A fast food restaurant is an example of: low customization and low degree of labor NOT true about production technologies: flexible manufacturing systems and computer integrated manufacturing are increasing the distinction between low-volume/high-variety and high-volume/low-variety production High-volume, Low-variety production is best suited for: product focus NOT true: adding flexibility to the production process can be a major competitive advantage. Building flexibility into a production process is usually inexpensive but difficult Sets with similar termsISDS 3115 Test 245 terms ethan_galsky OM Chapter 7 Multiple Choice18 terms malone_laird4 ISDS 3115 Test 2 Chapt 749 terms texas_love93 Chapter 716 terms Angie_Okoro Sets found in the same folderISDS 3115 Quiz 4 Material: S7, 8, 9, and D75 terms devon_gering ISDS 3115 Chapter 748 terms devon_gering ISDS 3115, test 161 terms hfaulk3 ISDS 3115 Quiz 336 terms mvaugh7 Other sets by this creatorMGT 3830 Test 4 Terms18 terms devon_gering MGT 3830 Test 3 Terms66 terms devon_gering MGT 3830 Test 2 Terms67 terms devon_gering EDCI 1001 Midterm9 terms devon_gering Recommended textbook solutionsHuman Resource Management15th EditionJohn David Jackson, Patricia Meglich, Robert Mathis, Sean Valentine 249 solutions Service Management: Operations, Strategy, and Information Technology7th EditionJames Fitzsimmons, Mona Fitzsimmons 103 solutions
Service Management: Operations, Strategy, and Information Technology7th EditionJames Fitzsimmons, Mona Fitzsimmons 103 solutions
Information Technology Project Management: Providing Measurable Organizational Value5th EditionJack T. Marchewka 346 solutions Other Quizlet setsReligion chapter 214 terms alucas_2021 A+P Exam 1 Review Questions85 terms Mschuelk AFD Chapter 3511 terms cmuss87 BDOL9: Vocab(Petersen, Martinez)17 terms TwainBiology What refers to training and empowering frontline workers?What refers to training and empowering frontline workers to solve a problem immediately? service recovery.
Which of the following determinants of service quality means approachability and ease of contact courtesy Security tangibles access?The answer is E) courtesy. Courtesy involves approachability and ease of contact.
Which one of the following is not an external failure cost?Hence, final inspection is not an external failure cost.
What is a flowchart with time added on the horizontal axis?Time-function mapping is a flowchart with time added to the horizontal axis. use symbols time and distance to provide an objective and structured way to analyze and record the activities that make up a process.
|
