Systems Design and Operations


Answer the following questions from your study of Chapters 2 and 8 using at least a paragraph for each: (4 points each)

  1. How does the consumer’s perspective of quality differ from the producer’s?
  2. How does quality of design differ from quality of conformance?
  3. What is the difference between internal and external failure?
  4. Explain the difference between horizontal and vertical job enlargement and how these concepts might work at a business like McDonald’s or Starbucks.
  5. What is the difference between tasks, elements and motions in a basic job structure?
  6. Describe the differences between a process flowchart and a worker-machine chart and what they are designed to achieve.
  7. Why is empowerment a critical element in total quality management? What are the disadvantages of empowerment?

Sample Solution