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18 Cards in this Set
- Front
- Back
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bar chart
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uses bars to represent the frequency of occurence
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benchmarking
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a systematic procedure that measures a firm processes sercives and products against those of industry leaders.
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brainstorming
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allowing a group of people that is knowlegeable about the process propose ideas by saying whatever comes to mind
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cause and effect diagram
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a diagram that relates a key performance problem to its potential causes. the problem is the head an the potential causes is the fish ribs... aka fish bone diagram
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checklist
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a form used to ducument the frequency of events
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design team
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a group of knowledgeable team oriented individuals who work at one or more steps in the process do th eprocess analyis and make the necessary changes
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flowchart
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a diagra that traces the flow of information customers etc through the steps of a process
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histogram
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a summarization of data measured on a continuos scale
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metrics
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performance measures that are established for a process and the steps within it
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pareto chart
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a bar chart that factors also the decreasing order of frequency along the horizontal axis and realtes it to percentages on the right vertical axis.
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process analysis
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the documentation and detailed understanding of how work is performed and how it can be redesigned.
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process chart
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an organized way of documenting all the acticities performed by a person or group of people ata workstation with a customer or onmaterials
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process simulation
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the act of reproducing the behavior of a process using a model that describes each step.
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scatter diagram
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a plot of two variables showing whether or not they are related
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service blue print
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a special flowchart of a service process that shows which steps have high customer contact (line of visibility)
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suggestion system
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a voluntary system by which employees submit thier their ideas on process improvements
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graphs
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representation of data in a variety of pictorial forms such as line charts and pie graphs
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benchmarking steps
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planning: identify process to be benckmarked analysis: determine gap between frim and other firms integration: establish goals and the support of the goals action: develop corss functional teams, develop action plans , implement the action plans.
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