Operations and Supply Chain Management WGU - C720, 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 pre-established 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