fau-man5404-homework-1

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Homework 1:
MAN 4504 (Fall 2015)

This homework contains 10 questions. Questions 1-4 can be done immediately since they’re having you demonstrate your understanding of the material from Topic 1. Feel free to use on-line search engine capability to help you but if used, you must attribute those sources and sites. Questions 5-10 require you to use the ‘tools’ covered in the Topic 2 material and the required reading from both of your texts (Managing for Quality and the Memory Jogger II).

There are also two bonus questions worth up to 5 points. Remember that answering these correctly will increase your total points earned. If you choose to skip them or get them wrong, there’s no impact on your grade. Pay attention to the “rules” for Bonus Question 2…

Total point value for HW 1 is 70 points. Your score is the total points you earn (including bonus points) divided by 70.

Other instructions regarding the homework:

1. Please be sure that you do the work with Word and Excel wherever possible.

a. If you use open source or Mac systems, be sure they are saved in the right format (MS Office compatible please – use the SAVE AS… feature).

b. Data for the quantitative problems is available from the publisher as Excel worksheets. This should enable you to develop any graphs pretty easily (assuming you learned something useful from CGS/ISM 2000 and ISM 3011 which covers the Excel application).

c. There was a supplementary file that gives you directions on how to draw diagrams in Power Point (good for organization charts, flowcharts, systems diagrams, etc.) included in the Topic 2 Part A lecture Table of Contents.

d. NOTE: If your Excel skills will truly require that you take an inordinate amount of time, you may do the assignment manually but then you will have to scan/save each page, merge them into an xxx.pdf file and submit your work that way.

2. Please submit a SINGLE file using the following format for naming the file: LastnameFirstinitial-HW1.doc (or .docx, .xls, or .xlsx). If I were submitting the homework assignment my file name would be: CervenyJ-HW1.doc

Date Homework Assignment was made available: Sunday, September 6th

Date Homework Assignment is due: no later than 11:59 p.m. on Monday, October 5th


BONUS QUESTION 1: Please post a message in the “Messages to/from Dr. C” tab of Blackboard that has the following in the Subject Line “I’ve just started the Homework 1 assignment”. Doing so gives you +1 bonus point.J

1. Using either the Skilled Care Pharmacy (.com/”>http://skilledcare.com) or the John Deere Company (.deere.com/wps/dcom/en_US/regional_home.page”>http://www.deere.com/wps/dcom/en_US/regional_home.page) case (pp. 40-43 on your Managing for Quality text) and/or using website information:

a. Find or create the conventional organizational chart of the company you chose (please identify it). [2 pts.] Note: also use the Power Point Shapes and Arrows file in your Topic 2 Part A materials or (if it works), use the file embedded here.

b. Diagnose what type of organizational structure (i.e. form of departmentalization) it has. [1 pt.]

c. Apply what you’ve read in the text and/or learned in class by translating its key functions into a “systems” view. Be sure you clearly identify the system’s THOUGHPUT. [2 pts.]

d. Expand the organization’s systems diagram by appending appropriate links that are likely to be in the organization’s supply chain. [+2 pts.]

2. For each of the cornerstone concepts of Deming’s Profound Knowledge:

a. Briefly state in your own words what each of those concepts MEANS such that I can see you understand what a manager or an organization that “gets it” would say or do, [4 pts.] and

b. Find/or explain and give an example of a manager or company that clearly appears to be practicing each (or conversely, is clearly taking actions or has practices that are not in alignment with each). [4 pts.]

3. The following data is from a Red Bead Experiment that was run.

Day

1

2

3

4

Harley

9

11

7

10

Jordan

17

5

8

5

Peyton

11

6

5

9

Riley

8

8

9

6

Taylor

12

16

18

9

Dallas

14

10

9

10

Given what you gleaned from the various You Tube links and simulators as well as listening to the lecture/or having attended the live class in which the experiment was done answer each of the following questions:

a. If the manager doesn’t understand the significance of the Red Bead Experiment, who would be fired (and why) – and who would be given a raise or receive a performance bonus (and why)? [2 pts.]

b. Create a properly constructed control chart for this data. [Hint: after calculating UCL, mean and LCL, copy the same value in each column for all observations.]
[2 pts.]

c. Is this system stable or not – and how do you know? [2 pts.]

d. Which “forces of destruction” appear to have been used in the Red Bead Experiment [2 pts.] and which of Deming’s 14 points does the actions in item “a” above and/or what the “manager” of the Red Bead Experiment does (as per the videos or demonstration you observed or read about) demonstrate? [2 pts.]

4. Using your own observations (either as a manager, a worker who HAS a manager or via interviewing someone who IS a manager):

a. Describe a problem that s/he or you typically (frequently) encounters [2 pts.], then

b. List the STEPS in the process that this manager typically uses to address the problem
[2 pts.], and

c. Contrast the process that was USED versus what you now know the process SHOULD be to solve problems if one understands customer-driven continuous improvement. [2 pts.]

For the remaining questions, don’t forget to also use the relevant content from your Memory Jogger II in addition to your primary text to help you.

5. Do Problem 4 on p. 139 (and using data from Table 3.4 which is on p. 140 in your text. (Note: do NOT do Review nor Discussion Question 4). [6 pts.]

6. Using the data and explanation for Problem 16 (the Deuce Printing Company) found on pp. 509-510 of your textbook:

a. What technique should you use to graphically show the causes of customer dissatisfaction – and why do you think it is the best tool to use? [2 pts.]

b. Properly apply the tool [2 pts.], and

c. What recommendations could you make to reduce errors and increase customer satisfaction based upon what your resulting tool reveals? [2 pts.]

7. Demonstrate your understanding of an important part of Topic 1 Part B (including content from Chapter 8) regarding the cost of poor quality by analyzing the following additional data for “Deuce Printing”.

Cost Element Amount

Customer complaint remakes/”do overs” $ 27,000

Printing plate revisions (after problems noted in a test run) 28,000

Quality improvement projects 13,000

Gauging (measuring typeset “plates” with a tool to ensure

even spacing) 100,000

Other waste 38,000

Correction of typographical errors (found by proof readers) 210,000

Proofreading 450,000

Quality planning 56,000

Press downtime (breakdown that requires fixing) 285,000

Bindery waste 51,000

Checking and inspection 42,000

a. Properly categorize each cost element. [2 pts.]

b. What percent of total quality cost does each category represent? [2 pts.]

c. Create a visual tool that illustrates the significant findings for management. [2 pts.]

d. What would you tell the management of Deuce Printing about its efforts given these costs and in light of what your text recommends regarding where companies SHOULD expend their efforts? [2 pts.]

8. Do Problem 9 (pp. 508-509) from Chapter 9 in your text. Be sure to do both parts a [3 pts.] and b
[3 pts.].

9. A process at PrintHeads, Inc.’s largest facility is used to make plastic gears for a computer printer. The data provided below were gathered by a quality analyst. The gears were designed to be 3.75 ± 0.05 centimeters (cm) in diameter.

a. What is the appropriate tool to use to evaluate the data – explain why you feel it is appropriate? [2 pts.]

b. Properly apply the tool and provide your results. [2 pts.]

c. What are your observations (interpret the results) and what would you recommend to the production manager based on your analysis? [3 pts.]

Data re: Plastic Gear for PrintHeads, Inc.

3.70

3.74

3.74

3.74

3.82

3.77

3.74

3.82

3.74

3.74

3.67

3.68

3.71

3.75

3.72

3.72

3.76

3.77

3.67

3.80

3.71

3.77

3.81

3.71

3.71

3.68

3.77

3.82

3.71

3.71

3.69

3.77

3.74

3.77

3.74

3.73

3.71

3.82

3.77

3.80

3.73

3.74

3.80

3.77

3.80

3.76

3.72

3.82

3.76

3.80

3.76

3.72

3.81

3.76

3.73

3.81

3.72

3.83

3.76

3.73

3.81

3.72

3.84

3.76

3.74

3.81

3.72

3.81

3.73

3.80

3.72

3.72

3.73

3.69

3.73

3.75

3.76

3.75

3.77

3.79

3.75

3.76

3.75

3.77

3.79

3.75

3.76

3.75

3.78

3.79

3.75

3.76

3.75

3.78

3.79

3.76

3.76

3.75

3.78

3.79

3.76

3.76

3.75

3.78

3.79

3.76

3.76

3.75

3.78

3.79

3.76

3.76

3.81

3.78

3.79

3.76

3.76

3.73

3.78

3.79

3.76

3.77

3.81

3.78

3.79

3.76

3.77

3.81

3.78

3.80

3.76

3.77

3.83

3.79

3.70

3.76

3.77

3.81

3.79

3.70

3.76

3.77

3.69

3.79

3.70

3.76

3.77

3.74

3.74

3.70

10. One of the tasks that a branch bank needs to complete is the bundling and strapping of different denominations of paper cash. The branch managers thinks there is a relationship between errors made and the number of weeks on the job of the tellers who do this task. Given that you know errors ultimately affect branch profitability, you want to resolve this issue. You’ve gathered the following information:

Weeks

Avg. Weekly

on Job

Errors

3

14.7

6

16.3

9

17.1

12

17.0

13

11.1

16

13.7

21

16.7

23

14.4

25

10.8

26

11.3

29

2.6

46

3.4

58

4.9

64

4.4

67

4.3

70

5.1

75

4.4

85

3.4

90

4.6

96

5.5

a. Identify which quality improvement tool is appropriate to analyze the situation so it can be resolved and explain your response. [+2 pts.]

b. Properly construct and present your use of the tool. [+2 pts.]

c. What inferences would you make from your analysis? [+2 pts.]

Bonus Question 2: Please develop TWO useful, objective (i.e. multiple choice) questionsthat would evaluate the level of someone’s understandingregarding two of the following quality concepts: [Create up to 2 questions worth up to 2 pts. each based upon how well you follow the rules highlighted below]

Quality Concepts (pick any 2):

· What blocked or impeded the successful adoption of TQM

· What ‘systems’ thinking is (or how to determine if someone ‘gets it’ or not)

· Deming’s point regarding Knowledge of Psychology

· How or why having a “Theory of Knowledge” is important

NOTE: rules regarding multiple choice questions.

1. The question must have only 4 possible answers (i.e. your answer choices should range from a-d).

2. Answer options may NOT include “All of the above” nor “None of the above”. They should also not include multiple possibilities such as “a and c but not b”.

3. Only one answer can be correct – and it must be highlighted or identified clearly that it is the right answer.

4. The question cannot be one that rewards or tests memorization/regurgitation. Avoid creating a question such as the following (i.e. refer to slide 3 in Topic 1B on Garvin’s Dimensions of Product Quality): “Which of the following is NOT one of Garvin’s dimensions of product quality?” where the list of answers include 3 of the bulleted items on slide 3 and then would slip in one of the bullet items from slide 4.

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