Quiz 2
5-8 first-pass questions from Chapters 6, 7 and 8 and related videos
2 questions from the following articles:
Sampson, S. E., & Froehle, C. M. (2006). Foundations and implications of a unified service theory. Production and Operations Management, 15(2), 329-343.
Schmenner, R. W. (2004). Service businesses and productivity. Decision Sciences, 35(3), 333-347.
8 second-pass questions from Chapters 1, 2, 3 and 4
Time to complete = 30 minutes
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Process Improvement Check Do Act Plan Time Quality level McGraw-Hill/Irwin Copyright Š 2011 by The McGraw-Hill Companies, Inc. All rights reserved. Quality Tools for Analysis and Problem Solving Check Sheet Run Chart Histogram Pareto Chart Flowchart Cause-and-Effect Diagram Scatter Diagram Control Chart Benchmarking 8-* Check Sheet of Problems Month Lost Departure Mechanical Overbooked Other Luggage Delay January 1 2 3 3 1 February 3 3 0 1 0 March 2 5 3 2 3 April 5 4 4 0 2 May 4 7 2 3 0 June 3 8 1 1 1 July 6 6 3 0 2 August 7 9 0 3 0 September 4 7 3 0 2 October 3 11 2 3 0 November 2 10 1 0 0 December 4 12 2 0 1 Total 44 84 24 16 12 8-* Run Chart of Departure Delays 8-* Histogram of Lost Luggage 8-* Pareto Chart of Problems 8-* Cause-and-Effect Chart for Flight Departure Delay (Fishbone Chart) 8-* Pareto Analysis of Flight Departure Delay Causes Cause Percentage of Incidents Cumulative Percentage Late passengers 53.3 53.3 Waiting for pushback 15.0 68.3 Waiting for fuel 11.3 79.6 Late weight and balance sheet 8.7 88.3 8-* Flowchart at Departure Gate Passenger Arrives at Gate Wait for row call Proper Boarding Pass Directed to Appropriate Gate Oversize Carry-on Check Luggage Passenger Boards Aircraft Yes Yes No No 8-* Scatter Diagram of Departure Delay vs Late Passengers 8-* Control Chart of Departure Delays expected Lower Control Limit 1998 1999 8-* Quality Improvement Programs Personnel Programs for Quality Assurance Deming’s 14 Point Program Baldrige National Quality Award ISO 9000 Six-Sigma 8-* Six Sigma DMAIC Process Steps Step Definition Define Define project objectives, internal and external customers Measure Measure current level of performance Analyze Determine causes of current problems Improve Identify how the…
Process Improvement Check Do Act Plan Time Quality level McGraw-Hill/Irwin Copyright Š 2011 by The McGraw-Hill Companies, Inc. All rights reserved. Quality Tools for Analysis and Problem Solving Check Sheet Run Chart Histogram Pareto Chart Flowchart Cause-and-Effect Diagram Scatter Diagram Control Chart Benchmarking 8-* Check Sheet of Problems Month Lost Departure Mechanical Overbooked Other Luggage Delay January 1 2 3 3 1 February 3 3 0 1 0 March 2 5 3 2 3 April 5 4 4 0 2 May 4 7 2 3 0 June 3 8 1 1 1 July 6 6 3 0 2 August 7 9 0 3 0 September 4 7 3 0 2 October 3 11 2 3 0 November 2 10 1 0 0 December 4 12 2 0 1 Total 44 84 24 16 12 8-* Run Chart of Departure Delays 8-* Histogram of Lost Luggage 8-* Pareto Chart of Problems 8-* Cause-and-Effect Chart for Flight Departure Delay (Fishbone Chart) 8-* Pareto Analysis of Flight Departure Delay Causes Cause Percentage of Incidents Cumulative Percentage Late passengers 53.3 53.3 Waiting for pushback 15.0 68.3 Waiting for fuel 11.3 79.6 Late weight and balance sheet 8.7 88.3 8-* Flowchart at Departure Gate Passenger Arrives at Gate Wait for row call Proper Boarding Pass Directed to Appropriate Gate Oversize Carry-on Check Luggage Passenger Boards Aircraft Yes Yes No No 8-* Scatter Diagram of Departure Delay vs Late Passengers 8-* Control Chart of Departure Delays expected Lower Control Limit 1998 1999 8-* Quality Improvement Programs Personnel Programs for Quality Assurance Deming’s 14 Point Program Baldrige National Quality Award ISO 9000 Six-Sigma 8-* Six Sigma DMAIC Process Steps Step Definition Define Define project objectives, internal and external customers Measure Measure current level of performance Analyze Determine causes of current problems Improve Identify how the…
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