TOTAL QUALITY MANAGEMENT REVIEWER  Secondary focus

Factors in product and service design ◦ Function of product/service

 Cost ◦ Cost/profit
 Quality ◦ Quality
 Time-to-market ◦ Appearance
 Customer satisfaction ◦ Ease of production/assembly
 Competitive advantage ◦ Ease of maintenance/service
Product and service design activities Types of production activities
1. Translate customer wants and needs into product  Job Shop- based on sales orders (cusomized
and service requirements product);small quantities or customized products
2. Refine existing products and services are produced that can be compared to unique
3. Develop new products and services product production.Here, jobs tend to vary
4. Formulate quality goals according to the needs of customers. Example
5. Formulate cost targets appliances, automobiles
6. Construct and test prototypes  Batch Processing (rigid mass)= a system used
7. Document specifications to produce moderate volumes of similar
Decision making items;processing requirements and equipments are
 It is the process of defining the problem and the same but some of the ingredients vary from
identifying and choosing alternative sources of one batch to the next. Example bakeries,ice cream
actions in a manner appropriate to the demands of productions, paint by colors
the situation.  Repetitive Production (flexible mass)=
 Principal Phases: Machine paced assembly line (large production); a
1. Finding occasions for making a decision production system that renders one or a few
2. Finding possible courses of action highly standardized products or services.
3. Choosing from among courses of actions  Continuous Processing= A system that
Types of decision making produces highly uniform products or continuous
 Tactical decisions - routine decisions; govern day services, often performed by machines.
to day running and which demand that short term Operations managerial functions or roles
forecasts be produces as a matter of routine. Planning
Example buying of raw materials for  Capacity
manufacturing firm and planning visit of sales  LocationProducts and services
representatives  Layout
 Strategic decisions - determine the limits of the  Scheduling of job orders, shifting etc.
resources themselves; extend over a longer span Organizing
of time, involve bigger amount of money and have  Degree of centralization
a greater influence on others’ lives.  Subcontracting
Types of models Staffing
 Verbal models= any worded statements that  Hiring/ laying off
point out the important aspects of real situations.  Use of overtime
 Physical models= in design work; often Controlling
miniatures of the objects they represent; it is  Inventory control
where engineers use mock up;scale model  QC
buildings and plants. Directing
 Schematic models= simple to construct and  Incentive plans
change; closely associated to physical models but  Issuance of work orders
less resemblance to physical reality. Example  Job assignments
chart, diagrams, graphs, drawings and pictures.It is
generally descriptive but not that precised Reasons for product and service design
 Mathematical models= abstract ones and  Economic
precise; easy to transform into decision  Social and demographic
rules.Example inputs for computers such as  Political, liability, or legal
numbers, formula and symbols  Competitive
Objectives of product and service design  Cost or availability
 Main focus  Technological
◦ Customer satisfaction Types of inputs
◦ Understand what the customer wants  Labor
 Machine
  Capital C. Professional Ethics - the rules governing the conduct,
 Entrepreneur transactions, and relationships within a profession and
among its publics
- Honesty – truthfulness
- Integrity – consistency / accuracy
- Transparency – openness
- Accountability – liable/responsible
- Confidentiality - accessibility
- Objective – meeting conditions
- Respectful – honor
- Within the law

Elements of operations management

 Production design Rules Regulations
 Process design can be described as the refer to the directives or
 Material flow guidelines or instructions statute enforced by law, in
of doing something a particular country.
correctly. these are the
ETHICS REVIEWER principles that govern the
Ethics conduct or behavior or a
 derived from the Ancient Greek word, meaning person in an organization
"relating to one's character", which itself comes or country.
from the root word êthos, meaning "character,
moral nature". do not as such have a legal have a legal binding
 the practical science of morality of human conduct binding
 said to be the study of human motivation, and  rules and regulations are present everywhere
human rational behavior  they are helpful in maintaining law and order in
Three major areas of study within ethics recognized today are: the concerned place.
 1.Meta-ethics, concerning the theoretical meaning  Part of the constitution
and reference of moral propositions, and how  They are to be followed by people
their truth values (if any) can be determined  The violation can cause punishment or
 2.Normative ethics, concerning the practical penalty
means of determining a moral course of action  Made for the good of the people
 3.Applied ethics, concerning what a person is should be followed by the the rules which are
obligated (or permitted) to do in a specific public as they are made authorized by the
situation or a particular domain of action for the welfare of them. Government and
Principles and values approved by the public.
A) Personal Ethics – might also be called morality, since tell us what to do and made after taking into
they reflect general expectation of any society, acting and what not to do. It can be consideration the whole
any capacity. set up for home, hospital, public at large, and so they
 Concern for the well-being of others institution, college, office, must be followed by them
 Respect for the autonomy of others school, etc.
 Trustworthiness and honesty Non-compliance of any Violation of any regulation
 Willing compliance with law rule can cause a little may cause severe penalty
 Basic Justice, being fair effect. or punishment or both.
 Benevolence, doing good are not very strict in are very strict in nature.
 Preventing harm nature
B) Global Ethics – are most controversial of the three
categories, and the least understood
 Global Justice
 Society before self
 Environmental stewardship
 Interdependence and responsibility for the
whole
 Reverence