Quality lessons - Continuous improvement
17 important questions on Quality lessons - Continuous improvement
Which 3 tools can help organisations to improve?
2. Theory of cosntraints
3. Lean
What are the 4 perspectives of the balanced scorecard?
2. Internal processes: At what processes should the org. Be good at to keep customers and shareholders happy? Speed? cost?
3. Learning & growth: How will we be able to keep changing and improving our vision? Infrastructural change? E.g. Training days, teambuilding,..
4. Financial: Kaplan and Norton say that if you perform well in the first 3 perspectives, the financial one will follow.
Why do organisations need to go from CSF to KPI?
- Higher grades + faster learning
- Never study anything twice
- 100% sure, 100% understanding
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What is the theory of constraint?
Equipment: That person has bad equipment he is working with and this is slowing him down.
People: That employee is just not made to do that job, doesn't work efficiently enough
Policy: Maybe that person has to do a check-up procedure that takes some time.
There is only a problem if the customers asks more than the chain can produce
What are the biggest waste factors?
- Too much stock
- Mistakes
- Unused capacity
- Transport and material handling
How can waste be eliminated?
- Kanban: If minimum safety stock is reached, hang up a card to reorder this product.
What is the difference between lean and lean six sigma?
Lean six sigma is a technique to tackle specific problems.
What are the 5 steps of the lean six sigma tool?
2. Measure
3. Analyse
4. Improve
5. Control
If the problem still has not improve back to define
What is the ullitmate goal of six sigma?
What are the misunderstandings of lean six sigma and lean?
- That sig sigma is about measuring and lean not: NOT TRUE
How does the EFQM work?
- Leadership-> Role of mgmt
- People -> take care of your people
- Strategy -> smart goals
- Partnership -> Suppliers/stakeholders
- ¨Processes -> internal
And it will after this give you feedback on 4 result areas (Business, customer, people, society)
What are the 2 types of questionnaires you can give your customers?
- Critical incident method: " What was your experience at your last purchase?" -> Aims at the future
What are the 2 improvement models in service industry?
- Customer service assesment scale
What is the purpose of SERVQUAL?
What are the 4 possible gaps in SERVQUAL?
2. Mgmt understands the need but wrong spec. Set up. ( customers do not know what needs to happen)
3. No good translation to executable standards
4. Communication towards customers differs from reality.
What is the disadvantage of the SERVQUAL tool?
Solution: Customer service assessment scale
What is the customer service assessment scale do?
- Procedural dimension: Service being provided according to standards?
- Convivial dimension: Friendly?
You get split up in 4 categories:
- Freezer: Bad on both dimensions
- Factory: Done the necessary but nothing more
- Friendly zoo: really friendly but no solution offered
- Full balance: good at both
The question on the page originate from the summary of the following study material:
- A unique study and practice tool
- Never study anything twice again
- Get the grades you hope for
- 100% sure, 100% understanding
