Chapters 1-4
Chapter 5
Chapter 6
Chapter 7 & Chapter 8
Chapter 9
100
A strategy to provide custom products in lot sizes of one in high volume.
What is mass customization?
100
This accounts for more than 80 percent of jobs in the U. S. and in most industrialized economies in Europe and Asia
What is the service economy?
100
The creation of a visual diagram to describe and transformation process.
What is Process Flowcharting?
100
Using a much smaller inventory in production.
What is Just-In-Time manufacturing?
100
This measurement utilizes a continuous scale for product and service characteristics such as time, length, height and weight.
What is Variables Measurement?
200
The market is the primary basis for determining the products a firm should make, wit little regard for existing technology.
What is market pull?
200
Value is created for customers by performing transformations that do not result in a physical entity.
What is intangibility?
200
The time from when the processing begins until the product or service is completely finished.
What is throughput time?
200
Systematically eliminating waste in all production processes by providing exactly what the customer needs and no more.
What is lean production?
200
This method utilizes inspection of the product or service while it is being produced.
What is statistical process control?
300
The more production the lower the average unit cost.
What is economies of scale?
300
Processes that require the presence of or interaction with the customer.
What are front office services?
300
The average number of items in a system is the product of the average arrival rate to the system and the average time an item stays in the system.
What is Little's Law?
300
The book that popularized the term "lean production"
What is "The Machine That Changed the World:  The Story of Lean Production"?
300
These are the seven tools of quality that can be used for continuous improvement.
What are flowcharts, check sheets, histograms,pareto charts, cause-and-effect, scatter diagrams, and control charts?
400
The objectives for five years into the future are compared to the current year and also to a current world-class competitor.
What is benchmarking?
400
An important element of service management when there is a service failure.
What is service recovery?
400
This is often supported by new technology, in the form of either production technology or information technology.
What is process redesign?
400
This is the Japanese term for "mistake-proofing"
What is poka-yoke?
400
These are the five steps of DMAIC.
What are define, measure, analyze, improve, and Control?
500
The network of manufacturing ans service operations that supply oe another from raw materials through production to the ultimate customer.
What is supply chai?
500
Having an organization outside your own firm perform service activities.
What is outsourcing?
500
This is the maximum rate of output from a transformation process or the maximum flow rate that be sustained over a period of time.
What is capacity?
500
This man emphasized the role that management should take in quality improvement and established this number of principles.
Who was Edwards Deming?

14 principles

500
This effort is aimed at reducing defects in the product or service.
What is Six Sigma?
M
e
n
u