HMGT 2170 Chapter 10

Poka-yoke

A device or procedure designed to prevent a defect or service failure; "mistake-proofing" in Japanese

Fishbone diagram

A diagram, shaped like a fish skeleton, used in problem solving with the problem represented by the fish spine and the possible problem areas attached to the spine

Blueprint

A flowchart diagram f the events and contingencies in the service process, on paper or on a computer screen, in blueprint form (simple linear diagram)

Cross-functional structure

A method of organizing people and groups so as to enable them to work temporarily across the boundaries or functional units by which organizations are traditionally structured; also, an overlaying of a group or project team upon the traditional functional organizational structure to work on a task for a limited time, which creates multiple lines of authority.

Pareto analysis

A problem-solving technique based on arranging the potential causes of an organizational problem in their order of frequency, from highest to lowest

Fishbone analysis

An approach to problem solving that involves drawing a diagram, shaped like a fishbone, of the problem and its possible causes

Simulation

An imitation of a real or potential problem or organizational situation; can be used to fictional but realistic work environment for purposes of selection or for training.

Juran Trilogy

Joseph Juran's model of quality: planning, control and improvement. 1986 - it defined the three management processes that Juran thought were required by all organizations to improve (three listed above) pg 335 in the book

Universal service map

More complex blueprinting; an elaborate and detailed blueprint that can be generally applied to a variety of service situations.

PERT/CPM

PERT - Program evaluation review technique. CPM - Critical Path Method. -Identifying the activities that must be done to complete the project. -Determining the sequence of activities -Estimating how long each activity will take -Creating and diagramming the network of activities -Finding the critical path which highlights the sequence of activities where no slack time is available

Service Standards

The company's explicit expectations for how the different aspects of the service experience should be delivered every time to every guest

Critical path

The sequence of activities from the start of a project to its completion having the greatest cumulative elapsed time, thereby determining how long the entire project will take