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OMIS 442 Exam 2 with Questions 100% Solved |Latest Update| Verified Answers
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OMIS 442 Exam 2 with Questions 100%Solved |Latest Update| Verified Answers
Kaizen Blitz or Event - ✔ANS An intense & rapid improvement process in which a team or
a department throws all its resources into an improvement project over a short time
period.
-short burst of intense activity
-biased towards action over analysis
Poka-Yoke (mistake proofing) - ✔ANS - a foolproof device or mechanism that prevent
defects from occurring.
-generally cheap, provide immediate feedback, & become part of the process.
Who made Poka-yoke - ✔ANS Shigeo Shingo.
formalized in japan in the 60's
3 levels of mistake proofing - ✔ANS -design potential errors out of the product or process
-identify potential defects & stopping a process before the defect is produced.
- find defects that enter or leave a process.
,Process simulation - ✔ANS an approach to building a logical model of a real process,
and experimenting with the model to obtain insight about the behavior of the process or
to evaluate the impact of changes in assumptions or potential improvements to it.
customer service - ✔ANS satisfying customers is perhaps the most important competitive
goal of any business
Customer Obsession - ✔ANS are obsessed with customer satisfaction. go out of their way
to provide the customer with a memorable experience. put the customer first, primary drive
of the business.
Customer Engagement - ✔ANS develops relationships with customers, which
creates commitment
% of customers that will come back if their problem is solved quickly - ✔ANS 95%
"The customer is always right" - ✔ANS Macy's, 1881
% of customers that will remain customers if you resolve the problem - ✔ANS 60-70%
More customer service info... - ✔ANS -it is easier and cheaper to keep customers than to
find new ones
-It costs 5 times more to get a new customer than to keep existing ones happy
Customer driven quality - ✔ANS -A proactive approach to satisfying the customer's needs.
-Based on gathering data about customers and then providing products and services
that satisfy them.
, ACSI - ✔ANS American Customer Satisfaction Index
ACSI measures ____ - ✔ANS customer satisfaction
ACSI was introduced when and where? - ✔ANS 1994 by university of Michigan and
the american society for quality
Dimensions of product quality - ✔ANS -performance
-features
-reliability
-conformance
-durability
-serviceability
-aesthetics
Who came up with the dimensions of product quality - ✔ANS David A Garvin - Harvard Prof.
dimensions of service quality - ✔ANS -reliability
-responsiveness
-assurance
-empathy
-tangibles
who came up with the service quality dimensions - ✔ANS Berry, Zeithaml, and Parasuraman
Kano's model of customer needs - ✔ANS -dissatisfiers: expected requirements
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