Part I

What is the vocabulary of those definitions?

1 Definition: The order in which tasks must be performed in the assembly process.

Vocabulary:

2. Definition: A measure of the variation in a set of numbers.

Vocabulary:

3. Definition: A statistical methodology to determine cause-and-effect relationships between process variables and output.

Vocabulary:

4 Definition: Testing a sample of output to determine if the process is producing items within a preselected range.

Vocabulary:

5. Definition: The physical presence of the customer in the system.

Vocabulary:

6. Definition: The philosophy and set of methods companies use to eliminate defects in their products and processes.

Vocabulary:

Part II

Read the questions and write complete sentence responses with enough argument.

7. How can managers identify and determine process variation?

8. What are the three terms associated with the manufacturing process?

9. What are the givens for Work Center Layouts and what does this determine for the firm's efficiency efforts?

10. How is service design different from product design?

11. What is Six Sigma, what is its role, and what are its responsibilities?

Part III

Mini Essay

How should services accommodate the variation introduced by the customer, is one of the hardest questions for managers to answer Standard approach is to treat this as a trade-off between cost and quality. More accommodation more cost. Less accommodation less satisfaction. Standard approaches may overlook ways to accommodate customers or to sacrifice too much to try and satisfy customers. In this regard, what are the differing types of variability in customers, and what types of accommodation strategies exist to counter these hard-to-manage variations?