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89 Cards in this Set
- Front
- Back
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Process Map
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describes the sequence of all process activities and tasks necessary to create and deliver a desired output or outcome
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Process boundary
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the beginning or end of a process
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rectangle
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denotes a task or work activity
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triangle
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indicates waiting
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oval
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denotes the start or end of the process and defines the process boundary
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arrow
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denotes movement, transfer or flow to the next task or activity
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double headed arrow
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denotes an input or arrival into a process
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diamond
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denotes a decision that might result in taking alternative paths
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line of visibility
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shows the separation between back office and the front office. Shows the part of the process that the customer can see.
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Different levels of detail in a process map
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1. Value Chain
2. Process 3. Activity 4. Task Each succeeding number is a subset of the number above I.E. a task is a subset of an activity |
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task
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a specific unit of work required to create an output. I.e. drilling a hole in a steel part or completing an invoice
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activity
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a group of tasks needed to create and deliver an intermediate or final output
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workstation
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a location where activites are performed
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value stream
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refers to all value added activities involved in designing, producing, and delivering goods and services to customers
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value stream map
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highlights value added versus non value added activities and includes costs associated with work activities for both value and non value added activities
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implementation planning
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breaking down implementation requirements into manageable pieces, assigning due dates and resources, and delegating responsibility to individuals and teams. Monitor performance after implementation to ensure that the intended level of performance is actually achieved and maintained and to look for improvement opportunities.
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reengineering
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the fundamental rethinking and radical redesign of business processes to achieve dramatic improvements in critical, contemporary measures of performance, such as cost, quality, service, and speed. Fundamental questions: Why do we do it? and Why is it done this way?
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quality
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measures the degree to whcih the output of a process meets customer requirements.
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dpmo
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defects per million opportunities
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flexibility
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the ability to adapt quickly and effectively to changing requirements
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Goods and Service Design Flexibility
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the ability to develop a wide range of customized goods or services to meet deggerent or changing customer needs
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Volume flexibility
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the ability to respond quickly to changes in the valume and type of demand
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efficiency
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the degree to which a process generates outputs with the minimal consumption of inputs or generates a maximum amount of output for a given amount of inputs
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effectiveness
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achieving the organizations objective, mission, or goal through the eyes of customers; that is, doing the right things efficiently.
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total productivity
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the ratio of total output to total input
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partial factor productivity
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the ratio of total output to a single input
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prevention costs
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costs associated with preventing defects before they happen
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appraisal costs
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costs incurred when the firm asseses the performance level of its processes
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internal failure costs
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costs resulting from defects that are discovered during the production of a service or product
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external failure costs
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costs that arise when a defect is discovered after the customer receives the service or product
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warranty
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an example of an external failure cost; a written guarantee that the producer will replace or repair defective parts or perform the service to the customers satisfaction
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TQM
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Three principles: customer satisfaction, employee involvement, and continuous improvement
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Quality at the source
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a philosophy whereby defects are caught and corrected where they were created
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teams
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small groups of people who have a common purpose, set their own performance goals and approaches, and hold themselves accountable for success
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employee empowerment
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an approach to teamwork that moves responsibility for decisions further down the organizational chart--to the level of the employee actually doing the job
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quality circles
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another name for problem solving teams; small grops of supervisors and employees who meet to identify, analyze, and solve process and quality problems
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continuous improvement
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the philosophy of continually seeking ways to improve processes based on a Japanese concept called Kaizen
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plan-do-check-act cycle
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a cycle, also called the deming wheel, used by firms actively engaged in continuous improvement to train their work teams in problem solving
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ISO 9000
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a set of standards governing documentation of a quality program
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ISO 14000
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documentation standards that require participating companies to keep track of their raw materials use and their generation, treatment, and disposal of hazardous wastes. Require companies to prepare a plan for ongoing improvement in their environmental performance
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Malcolm Baldridge National Quality Award
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An award named for the late secretary of commerce, who was a strong proponent of enhancing quality as a means of reducing trade deficit; the award promotes, recognizeds, and publicizes quality strategies and achievements
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CRM
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a term that broadly refers to planning and control activities and information systems that link a girm with its downstream customers
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SRM Supplier relationship Management
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a term that broadly refers to planning and control activities and information systems that link a firm with its upstream suppliers
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ERP
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Large, integrated, computer based business transaction processing and reporting systems. ERP systems pull together all of the classic business functions such as accounting, finance, sales, and operations into a single, tightly integrated package that uses a common database
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DSS Decision Support Systems
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computer based information systems that allow users to analyze, manipulate, and present data in a manner that aids hight level decision making
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Network Design Application
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logistics information systems that address such long term strategic questions as facility location and sizing, as well as transportation networks. These applications often make use of simulation and optimization modeling.
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Supply Chain Management
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the efficient integration of suppliers, transporters, maufacturers, warehouses, retailers, and all other parties associated with the delivery of the final product
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Procurement
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the process of obtaining services, supplies, and equipment in conformance with corporate regulations
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Operations
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Design, operation, and improvement of production systems that efficiently transform inputs into finished goods and services
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Logistics
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the coordinated planning and execution of the following: product distribution throughout the supply chain, preparation of packaged product, movement itenerary, and storage itenerary
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EOQ
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The optimal order size
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vertical integration
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a firm whose business boundaries extend to include suppliers and customers
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backward integration
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taking over the role of your supplier
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forward integration
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taking over the rold of companies closer to the customer
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line flow
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stadard items, high volumes, static industry, make to stock
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flexible flow
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customized items, low volumes, dynamic industry, make to order systems
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hybrid systems
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assemble to order
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Cycle time
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Maximum time allowed for one unit at each work station, time it takes for one unit to come off the assembly line,
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Bulk cargo
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free flowing cargo, stored loose, coal, rice, grain, loaded by shovel, scoop etc.
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Breakbulk cargo
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general or packaged cargo, often containerized and measured in TEU's, CL, LCL, TL, LTL
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Neo Bulk Cargo
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characteristics of bulk and breakbulk cargo, cattle, logs, automobiles, steel
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multimodal
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use of more than one form of transport during a single shipment
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intermodal
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seamless multimodal shipment, no need to unload container or repackage products. One container for the entire trip.
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planogram
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schematic drawing that illustrates product placement
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Dunnage
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Used to fill the empty space in packages. Foam peanuts, air bags, bubble wrap
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TL
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Full truck load
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LTL
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Less than Truck Load
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TEU
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twenty foot equivalent units
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Reefer
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controlled atmosphere containers
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Warehouses
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Provides storage, keep inventories and are positioned close to retailers
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DC's
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facilitates movement, converts LTL's to TL's by consolidating and product mixing
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crossdocking
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a form of warehousing in which large incoming shipments are received and then broken down into smaller outgoing shipments to demand point in a geographics area. COmbines the economies of large incoming shipments with the flexibility of smaller local shipments, fast mxing center that takes advantage of modern technology, moves inventory quickly
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Letter of Credit
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document issued by buyers bank to supplier. Says the seller will receive payment after terms in the document are met
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Invoice
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summation of entire transaction
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Bill of Lading
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contract between seller and the carrier, indicates terms of shipper, states ownership of cargo, who holds title, and receipt of good for shipper
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Free Trade Zone
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Area where acceptable items can enter the country duty free for storage, display, manufacturing, transformation,assembly, repackaging,etc.
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3PL
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Third party logistics company, an organization that manages and executes a particluar logistics function
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Freight Forwarder
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US side of exports, find most efficient and cost effective itenerary, can be considered 4pl
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Custom House Broker
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Help items clear foreign customs, foreign side of exports
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VMI, vendor managed inventory
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inventory planning and replenishment system where supplier accepts negotiated responsibilities that typically include monitoring and restocking
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EMS, Electronic Manufacturing Services
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Companies that can take on numerous primary supply chain responsibilities associated with the manufacturing of electronic components assembled end-items, Exploit economies of scale in the manufacturing of electronic devices,
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Reverse Logistics
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The management of supplies, containers, packaging that must move away from customers and back in the direction of the suppliers-upstream, Recovery, disposal, recycling, redistribution, refurbishing, repair
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upstream
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purchasing and production
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downstream
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retail sales
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push system
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get 1000's of parts and push them through production and distribution, make before they are purchased
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pull system
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order made after order is placed,
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JIT
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Minimize inventories, short lead times, high quality, short cycle times, low defects, control costs
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Postponement
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delaying final production of end item. Mix of push and pull.
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Bullwhip effect
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Very high and very low demand levels despite fairly constant demand levels
Poor forecasting, order batching, price fluctuations, rationing, and shortage gaming can cause it |
