WGU C720 Operations and Supply Chain Management. | Complete study guide, graded A+

Operations and Supply Chain Management WGU - C720, Complete study guide, graded A+ Service Quality - ✔✔-Reliability—ability to perform the promised service dependably and accurately. Responsiveness—willingness to help customers and provide prompt service. Assurance—knowledge and courtesy of employees and their ability to convey trust and confidence. Empathy—provision of caring, individualized attention to customers. Tangibles—appearance of physical facilities, equipment, personnel, and communication materials, including access and effectiveness of Internet-based information. Quality of Goods - ✔✔-Performance—primary operating characteristics of a product. Features—secondary characteristics that supplement the product's basic functioning. Reliability—length of time a product will function before it fails, or the probability it will function for a stated period of time. Conformance—degree to which a product's design and operating characteristics match preestablished standards. Durability—ability of a product to function when subjected to hard and frequent use. Serviceability—speed, courtesy, and competence of repair. Aesthetics—how a product looks, feels, sounds, tastes, or smells. Perceived Quality—image, advertising, or brand name of a product. Deming - ✔✔-Basic premise notes that the system, not employees, causes defects. Management is responsible for changing the system, and must accept that responsibility instead of blaming employees when defects occur Used Statistical process control (SPC) - is the use of statistical methods to determine when a process that produces a good or service is getting close to producing an unacceptable level of defects 14 Points - No quota, inspections, pure price cost cutting (1 supplier for loyalty and trust). Inclusive work environment Juran - ✔✔-defining quality as "fitness for use." He also emphasized the need for continuous improvement and stressed that quality must be built on three elements: 1)quality planning, 2)quality control (Inspections), 3)quality improvement. Focus on customer Crosby - ✔✔-Reduce failure costs ("Quality is Free" book) or eliminate all errors. Zero defects and do it right the first time Taguchi - ✔✔-Quality cannot be achieved through inspections after the good is made or the service is provided Robust design - designs that guarantee high quality regardless of variations perfecting of experiments to create higher quality products and processes Ishikawa - ✔✔-Ishikawa/fishbone diagram Quality circles and cycles (Include all employees, agree with Deming) teamwork is essential for quality leadership Total quality management - ✔✔-Whole business focused on quality vs. a quality control department Focus on the customer, quality function deployment, responsibility for quality, team problem solving, employee training, fact-based management. Group problem solving techniques - ✔✔-Pareto charts, fishbone diagrams, house of quality Plan-Do-Check-Act Cycle (Deming or Shewhart wheel) - ✔✔-1)Plan—Before making any changes, be sure everything is documented and standardized. Use appropriate tools to identify problems or opportunities for improvement. Develop a plan to make changes. 2)Do—Implement the plan and document any changes made. 3)Check—Analyze the revised process to determine if goals have been achieved. 4)Act—If the goals have been achieved, then standardize and document the changes. Communicate the results to others that could benefit from similar changes. If the goals have not been achieved, determine why not, and proceed accordingly. Statistical Process Control - ✔✔-1-Cause-and-effect diagrams or fishbone diagrams or Ishikawa diagrams (Help find root causes/bottlenecks in process) 2-Check sheets (Record data on site/'Raw data', NOT analyze) 3-Histograms - Useful for frequency and probability 4Pareto charts - Similar to histogram but always shows descending order. 5-Scatter diagrams - Relationship between two variables. Only one can be influenced 6-Control charts - Line charts with a Upper and lower limit (Anything out of limits means process too varied) to control process stability 7-Flow charts or run charts - Common scale or features (Generally time) Six Sigma - ✔✔-Six sigma = 6 standard deviations or....3.4 defects per 1 million units, or 99.99966% error free 5 step (DMAIC) Define - The Six Sigma expert uses a project charter to define a problem or improvement opportunity. Plan process to satisfy customer Measure - Measuring current, or "as-is", process performance is accomplished with a process map of the activities performed at each step of the process. Each step is assessed to determine the ability to meet customer specification in a capability analysis. Analyze - The main objective of the Analysis phase is to determine the root causes of variation in the process that result in failures or defects. (Use charts and other tools) Improve - The current process is changed by addressing the root causes identified in the Analysis stage to improve process performance. Control - Maintaining and standardizing the improved performance is the final step of the DMAIC methodology. This can be accomplished through a control plan to document the requirements to reduce process variation. The control plan may include SPC to maintain process stability. Also mistake-proofing a product or a tool can make errors immediately detectable. Another tool for Control is the 5S methodology (sort, straighten, shine, standardize, sustain). The 5S methodology creates visual control of the workplace. A secondary methodology of Six Sigma is the DMADV process. This is used specifically for new products or processes and is also known as Design for Six Sigma (DFSS). The five steps of DMADV are summarized as: Define, Measure, Analyze, Design, and Verify. Reverse logistics - ✔✔-When it is necessary to return defective products to the manufacturer for repair or replacement, the process is known as reverse logistics. Also recycle. Lean Supply Chain - ✔✔-These products have long product life cycles, stable and predictable demand, and minimal innovation. They are also often characterized by low profit margins. For these products, the supply chain must focus on operating efficiently to minimize costs. Eliminate non-value operation