Operations Management

Operations Management
It is the part of a business concerned with the creation of products and services
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Service Quality
The totality of features and characteristics of service that bares on its ability to satsify stated or implied needs
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Servqual (Parasuraman)
Reliability, responsiveness, assurance, empathy, tangibles
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Total Quality Management
A philosophy and pratice of management which aims to satisfy the customers by means of employee involvement, consitent leadership and continuous improvement. EVERYONE, CUSTOMER NEEDS, HOW IT IS MANAGED
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TQM elements
Customer focus, leadership, involvement of people, process approach, strategic & systematic management, continual importmenet, decision making, supplier relationships
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TQM benefits
Improved customer satisfaction & loyalty, enhanced market image, competitve advantage, reduce costs, empower staff, improved processes
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TQM implications
Easy to adopt but hard to put into pratice, long term, can be costly at the beginning, allows extrnal forces to drive TQM, desire for certificates
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TQM process - Fish Bone Analysis
Searches for problems and cuases and identifies those worth eliminating
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TQM process - Pareto Analysis
80% of problems are caused by 20% of problems
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Demmings
A core concept on implementing TQM and is a set of management pratices to help companies increase their quality and productivity - Act, Plan, Study, Do
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Just In Time
Meet demand instantly, with perfect quality and no waste. Produce only what is needed when it is needed.
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Supply Chain Management
A structured manafacturing process wherein raw materials are transformed into finished goods, tehn delieverd to end customers
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Kaizen
Continuous improvement
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Other cards in this set

Card 2

Front

Service Quality

Back

The totality of features and characteristics of service that bares on its ability to satsify stated or implied needs

Card 3

Front

Servqual (Parasuraman)

Back

Preview of the front of card 3

Card 4

Front

Total Quality Management

Back

Preview of the front of card 4

Card 5

Front

TQM elements

Back

Preview of the front of card 5
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