Managing Operations Module (Mod 12)

Quality Initiatives:

- PLANNING FOR QUALITY - ORGANIZING AND LEADING FOR QUALITY - CONTROLLING FOR QUALITY

Obstacles to Value Chain Management:

- organizational barriers - cultural attitudes - required capabilities - people

6 main requirements of a successful value chain strategy:

1) coordination and collaboration 2) technology investment 3) organizational processes 4) leadership employees 5) organizational culture 6) attitudes

Six Sigma is a quality standard that establishes a goal of no more than ________ defects per million units or procedures.

3.4

Six Sigma

A quality program designed to reduce defects and help lower costs, save time, and improve customer satisfaction

ISO 9000

A series of international quality management standards that set uniform guidelines for processes to ensure products conform to customer requirements

Lean organization

An organization that understands what customers want, identifies customer value by analyzing all activities required to produce products, and then optimizes the entire process from the customer's perspective

________ is the key to job design in value chain management.

Flexibility

The two best known quality goals are ________ and ________.

ISO 9000; Six Sigma

________ has become a major goal in virtually every organization

Improving productivity

________ is certainly an important situational variable in determining which leadership style will be most effective.

National culture

Service organizations

Organizations that produce nonphysical products in the form of services

Manufacturing organizations

Organizations that produce physical goods

________ is a composite of people and operations variables.

Productivity

Intellectual property

Proprietary information that's critical to an organization's efficient and effective functioning and competitiveness

Mass customization

Providing customers with a product when, where, and how they want it

At ________, you're about as close to defect-free as you can get

Six Sigma

________ is allowing organizations to control costs particularly in the areas of predictive maintenance, remote diagnostics, and utility cost savings.

Technology

Quality

The ability of a product or service to reliably do what it's supposed to do and to satisfy customer expectations

Value chain

The entire series of organizational work activities that add value at each step from raw materials to finished product

Value

The performance characteristics, features, and attributes, and any other aspects of goods and services for which customers are willing to give up resources

Value chain management

The process of managing the sequence of activities and information along the entire value chain

Operations management

The transformation process that converts resources into finished goods and services

Organizational processes

The ways that organizational work is done

________ can cause a problem because your organization's valuable assets can be compromised.

Too much trust

________ are those who provide individualized consideration and intellectual stimulation and possess charisma.

Transformational leaders

________ is described as the performance characteristics, features and attributes, and any other aspects of goods and services for which customers are willing to give up resources.

Value

Although some variation in performance can be expected in all activities, it is critical to determine a(n) ________ range of variation.

acceptable

Leadership is a process of leading a group and influencing that group to ________.

achieve its goals

David McClelland developed the three-needs theory, which cites the need for ________ as a major motive in work.

achievement, power, and affiliation

The comparing step determines the variation between ________

actual performance and a standard

Which of the following is a dimension of product quality? a) convenience b) features c) accuracy d) intuitiveness

b

There were four major ________ studies. They were The University of Iowa Studies, The Ohio State Studies, The University of Michigan Studies, and The Managerial Grid Study.

behavioral theory

Organizations need to have well-thought-out and well-designed operating systems, organizational control systems, and quality programs to survive in today's increasingly ________.

competitive global environment

The ________ is a three step process of measuring actual performance, comparing actual performance against a standard, and taking managerial action to correct deviations or to address inadequate standards.

control process

Operations management refers to the transformation process that ________

converts resources into finished goods and services

Which of the following is an obstacle in managing the value chain? a) individual barriers b) systems c) managerial attitudes d) required capabilities

d

Managers can choose among three possible courses of action: ________.

do nothing, correct the actual performance, or revise the standard

Organizations with extensive and successful quality improvement programs tend to rely on two important people approaches. They are ________ and ________.

empowered work teams; cross-functional work teams

Several of the capabilities that value chain partners need, such as coordination and collaboration, the ability to configure products to satisfy customers and suppliers, and the ability to educate internal and external partners, are ________ to capturing and exploiting the value chain.

essential

A major human resource problem is a lack of ________ who can lead value chain management initiatives.

experienced managers

The 3 main human resource requirements for value chain management are :

flexible approaches to job design, effective hiring process, and ongoing training.

Smart companies look at ways to ________ to improve operations management

harness technology

The ________, the fewer the deviations from the norm

higher the Sigma

A survey of manufacturers noted 4 primary benefits of value chain management:

improved procurement, improved logistics, improved product development, and enhanced customer order management

An effective control system can provide ________ on employee performance and minimize the chance of potential problems.

information and feedback

In contrast to supply chain management, which is __________ oriented and focuses on efficient flow of incoming materials (resources) to the organization, value chain management is _________ oriented and focuses on both incoming materials and outgoing products and services

internally, externally

Managers must tackle several obstacles in ________, including organizational barriers, cultural attitudes, required capabilities, and people.

managing the value chain

There are four approaches that managers use to ________ actual performance. They are personal observations, statistical reports, oral reports, and written reports.

measure and report

The final obstacle to successful value chain management can be an organization's ________

people

For organizations to improve productivity, they should focus on which of the following?

people and operations variables

The ability of a product or service to reliably do what it's supposed to do and to satisfy customer expectations is called ________

quality

It is important for managers to recognize that while there are many positive benefits that come from obtaining ISO9000 certification or Six Sigma, the key benefit comes from the ________ itself.

quality improvement journey

There were three theories that looked at defining leadership ________, and attempted to answer the if-then contingencies. They were the Fiedler model, Hersey and Blanchard's situational leadership theory, and path-goal theory.

style and the style of solving situations

The last requirement for value chain management is having a ________.

supportive organizational culture

Fiedler concluded that ________ leaders perform better in situations that are very favorable or very unfavorable to them, and ________ leaders perform better in moderately favorable situations.

task-oriented, relationship-oriented

Leaders who guide or motivate their followers in the direction of established goals by clarifying roles and task requirements are called ________ leaders

transactional

Leaders who guide or motivate their followers in the direction of established goals by clarifying role and task requirements are called ________.

transactional leaders

Unsupportive cultural attitudes, especially ________, can be obstacles to value chain management

trust and control