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MGT 613

Mgt613 final term

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Talha Rasool
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10 views

MGT 613

Mgt613 final term

Uploaded by

Talha Rasool
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Mgt613

Production and Operation

Final term preperation 23 to 30

Evolution of Quality Management VS Total Quality Management (TQM)

Employee empowerment is a new way of managing organizations towards a more complex and
competitive future. A TQM strategy is deemed to fail if empowerment of employees is absent. The
progression of practices aimed at improving product and service quality, starting from basic inspection,
advancing through statistical quality control, and evolving into comprehensive total quality management
(TQM) systems that emphasize continuous improvement and customer satisfaction.

Dimensions of Total Quality Management (TQM) Element of Total Quality Management (TQM)

1. Quality of design continual improvement


2. Quality of conformance competitive benchmark
3. Quality of ease of use employee improvement
4. Quality service after delivery Team approach

Quality conscience of poor quality = 1. Business loss 2. Lability: bills, salaries, 3.productivity: loss
productivity 4. Cost: cost increase.

What would happen if customer’s expected quality and perceived quality do not match? Explain by
giving an example.

Differences between Expected and Perceived Quality

Customers expect certain things from certain companies so that is called costumer expected quality.
Everyone has perception of service quality The perceived quality is the quality after the perceptions of
costumer.

Quality Guru

The guru quality are given more respect and recognize as key contributors to quality management.

1. Alder shewhard is also Known as” father of statistical control quality”


2. W-Edward Deming presented to 14 point of quality management
3. M-juran is famous for his concept of “quality is fitness for use.
4. Armand said, quality is a total filed or total function.
5. Philip B, Crosby the famous of his philosophy that quality free
6. Ishikava, presented the “fish bones diagram” and case effect diagram.

Dimension of quality

1. Performance = main characteristic product and services


2. Aesthetic = appearance, feel, smell and taste
3. Special feature = extra characteristics
4. Conformance = how well product and services conform to customer’s expectation
5. Reliability = Consistency of performance
6. Service = service after sale

Movement of truth

Each customer contact (between service provide or customer contact) is called movement of truth.

An organization has the ability of either satisfy or dissatisfy them when you contact them.

Dimension of services quality

Rate based on the 5 detention describe below

1. Reliability = perform promised dependably and accurate


2. Responsiveness = willingness to help customer
3. Assurance = ability to convey trust and confidence
4. Tangible = physical facilities and facilities goods
5. Empathy = ability to be approachable

How would you illustrate the problems that you may encounter in scheduling the service operations?
Scheduling service systems presents certain problems not generally encountered in manufacturing
systems. This is primarily due to: 1. The inability to store services 2. The random Scheduling nature of
customer requests 3. Flight schedules 4. Control costumer services 5. the workforce.

Quality function development and house quality

QFD can strongly help an organization focus on the critical characteristics of a new and existing product
and services from a separate view-point of customer market, market segment, company and technology
development needs.

What are the salient features of six sigma quality management?

Six Sigma Management concepts find greater appreciation and application in recent times. The Six
Sigma Management characteristics include:

1. Providing strong leadership.

2. Defining performance merits.

3. Selecting projects likely to succeed.

4. Selecting and training appropriate people.

Six sigma following the 5 stages

1. Define
2. Measure
3. Analysis
4. Improve 5. Control
Define aggregate planning. Discuss its role in FMCG department of a departmental store.

Aggregate planning is the process of developing, analyzing, and maintaining a preliminary, approximate
schedule of the overall operations of an organization. The aggregate plan generally contains targeted
sales forecasts, production levels, inventory levels, and customer backlogs.

Illustrate the role of inventory as a capacity changing option in aggregate planning.

Capacity Options: The common capacity options primarily focus on. 1. Hire and layoff workers 2.
Overtime/slack time 3. Part-time workers 4. Inventories 5. Subcontracting 6. Maintain a level workforce

What is meant by independent demand and a firm can meet such type of demands?

1. Independent Demand 2. Inventory control demand 3. Components of Demand 4. Average


demand for a period of time •Trend •Seasonal element •Cyclical element

Gantt charts are of various types. Give a brief description about al least two types of Gantt charts. 3
marks

Gantt chart - used as a visual aid for loading and scheduling Two types of Gantt chart

Load chart – A type of Gantt chart that shows the loading and idle times for a group of machines or list
of departments

Schedule chart – A type of Gantt chart that shows the orders or jobs in progress and whether they are
on schedule or not.

Use of Control Charts

1. At point in the process to use control chart


2. What size sample to take
3. What type of control chart to use= variable, attributes

What wou`ld be the annual ordering cost, if annual demand is 300 units where the order size is 250
units and ordering cost is Rs. 10 per order?

Annual ordering cost = no. of orders placed in a year x cost per order = annual demand/order
quantity x cost per order annual demand= 300 order quantity=250 cost per order= 10 =300/250x10 =
12 Annual ordering cost is 1

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