LG 415 Quality Control
S1B 2013 BL
BA Criminal Justice AdministrationMA Procurement and Acquisitions Management
Fifteen minutes prior or after class
January 14-March 10, 2013
5:00 - 7:30 PM
Textbook: 0-324-78320-5 / 978-0-324-78320-9
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Learning Outcomes: Core Learning Outcomes
CORE ASSESSMENT: All Park University courses must include a core assessment the measures the relevant Departmental Learning Outcomes. The purpose of this assessment is to determine if expectations have been met concerning mastery of learning outcomes across all instructional modalities. The core assessment must measure at least 75% of the Core Learning Outcomes (CLO’s). The assessment cannot be due until at least the 6th week of the term and must count for at least 20% of the final grade. The following assessment instrument can be given separately or as part of a final test. In either case, the test and results must be kept for further review. The assessment should be evaluated using the attached rubrics.
You are the new bank branch manager. Corporate headquarters (HQ) has embarked on a new quality focus. You need to describe the new focus to your employees, what is the definition of quality?
After becoming familiar with the bank and its procedures, you’ve noticed the bank is very busy during the peak lunch hour. Customers are in a hurry, waiting becoming visually frustrated. You’ve decided to study waiting times of customers for teller service during the peak 12 noon to 1 P.M. lunch hour, which appears to be the worst time.
A subgroup of four customers is selected (one at each 15 minute interval during the hour), and the time in minutes is measured from the point each customer enters the line to when his or her service begins. The results over a four week period are provided.
Would this be an enumerative or analytic study? Also, what type of inspection policy is being used?
TIME IN MINUTES
Construct a control chart for the data above. Use zone boundaries.
Is the process in control? If not, when does the out of control behavior occur?
As a result of the control chart developed above, you’ve decided to diagnose the process. Discuss the reasoning you’ve used to decide the process needed work and methods you’d use in analyzing the process in question.
Assuming you have discovered the process to exhibit special variation and through analysis identified and changed the process to resolve the special causes. Drop the out of control points, and re-compute the control chart. Is the process now in control? If not, when does the out of control behavior occur?
Corporate has directed the branches to limit service time to no more than 5.5 minutes. Will your process be able to meet the new standards from HQ? Determine by calculating a basic CP formula and discuss why or why not.
Link to Class RubricClass Assessment:
HOMEWORK 300 points (5 x 60 pts each)
FINAL EXAM 200 points
A- 900-1000 pts.
B- 800-899 pts
C -700-799 pts
D -600-699 pts
F - less than 600 pts.
The course grade for students will be based on the overall average of homework and tests taken during the course in accordance with the weighting of the various requirements as stated in the syllabus.
All final exams in all School of Business courses will be comprehensive and will be closed book and closed notes. They will constitute 30% of the total course grade and will not be a take-home exam. They will be completed during the test week in the period designated by the registrar or by the Proctor in the case online courses. If calculators are allowed, they will not be multifunctional electronic devices that include features such as: phones, cameras, instant messaging, pagers, and so forth. Electronic Computers will not be allowed on final exams unless an exception is made by the Dean of the School of Business.
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Plagiarism:Plagiarism involves the use of quotations without quotation marks, the use of quotations without indication of the source, the use of another's idea without acknowledging the source, the submission of a paper, laboratory report, project, or class assignment (any portion of such) prepared by another person, or incorrect paraphrasing. from Park University 2011-2012 Undergraduate Catalog Page 95
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Park University 2011-2012 Undergraduate Catalog Page 98
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Last Updated:11/30/2012 1:44:26 PM