2.3 - Making operational desicions Flashcards

2.3.1 - Business operations 2.3.2 - Working with suppliers 2.3.3 - Managing quality 2.3.4 - The sales process

1
Q

2.3.1 - What are the three different types of production?

A
  • Job
  • Batch
  • Flow
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2
Q

2.3.1 - Describe what job production is giving pros and cons.

A

Producing a one-off item for a one-off customer.

PROS:

  • Bespoke, to customers measurements or specifications e.g. a kitchen
  • Very motivated workers as they see the product from start to finish
  • This usually increases productivity and reduces rates of absenteeism
  • Higher prices can be charged to the customers

CONS:

  • Skilled labour and craftsmen are expensive
  • Wide range of tools may be required
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3
Q

2.3.1 - Describe what batch production is giving pros and cons.

A

Producing a set number of identical items (e.g 500 pairs of size 11 boots for British armed forces)

PROS:

  • Flexibility as production can be changed to meet customer needs or fluctuations in demand
  • Standard production of items means it can be mechanised
  • Less labour involved than job production
  • Employees specialise so become good at their job

CONS:

  • Workers may be less motivated with repetitive work
  • Idle time between batches needs to be managed as this is wastage because work stops while the machines are changed to make the next product
  • If one batch takes too long the other batches will all be held up too
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4
Q

2.3.1 - Describe what flow production is giving pros and cons.

A

Production of a single item, such as cans of Heinz Baked Beans.

PROS:

  • Economies of scale
  • Automated/computerised production means improved quality and more complex designs in shorter times
  • As production is continuous stocks of parts and raw materials don’t need to be held businesses can use JIT

CONS:

  • High costs to buy the factory and machinery
  • Low motivation of staff due to repetitive tasks
  • Break downs and lost production can be costly
  • Very inflexible, hard to change the factory machinery to make different products, the production process will be set up to make just one item e.g. bottled cola
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5
Q

2.3.1 - Define productivity (with formula).

A

Productivity is output per worker. It measures how much each worker produces over a period of time:

Productivity = Total output ÷ number of workers

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6
Q

2.3.1 - How does technology affect costs?

A
  • Initial costs of buying new machinery or robots will be expensive
  • Soon these costs will be made back with the improvement in quality and reduction of wastage
  • Robots don’t need to be paid so the savings on wages will soon build up
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7
Q

2.3.1 - How does technology affect quality?

A
  • Design used to be on paper now with CAD (computer aided design) designs can be completed on the computer and seen in 3D
  • Machinery and robots ensure there is no human error in production
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8
Q

2.3.1 - How does technology affect flexibility?

A
  • Using CAM (computer aided manufacture) allows you to use computers to monitor and adjust tools in manufacturing
  • Also a business producing products can be more flexible and produce a wide variety of products
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9
Q

2.3.1 - How does technology affect productivity?

A
  • Robots and machines can work 24/7
  • They do not need breaks, lunch hours, time off or holidays
  • This will increase the productivity of a business producing products
  • Productivity is output per hour
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10
Q

2.3.2 - What is stock?

A

Materials that a business holds.

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11
Q

2.3.2 - Describe the features of a bar-stock graph

A
  • The highest each peak reaches is the maximum stock after a delivery arrives.
  • The horizontal line in the middle is the point at which the business will contact suppliers in order to get more stock before they run out
  • The dashed line at the bottom shows the buffer stock
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12
Q

2.3.2 - What is buffer stock and why is it needed?

A
  • Buffer stock is the amount of stock permanently kept in storage at a level.
  • It is needed in order to ensure that if supplies don’t arrive in time, the business will still be able to function and they have back-up stock to depend on
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13
Q

2.3.2 - What is JIT strategy?

A
  • Just-in-time means that a business does not keep stocks of parts in a warehouse.
  • Instead they order the parts and get them delivered same day from the supplier.
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14
Q

2.3.2 - Why is it essential that business using JIT have a good relationship with their suppliers?

A
  • JIT does not work when there are delivery or quality issues.
  • No buffer stocks are held in a JIT system so if delivery does not arrive the product cannot be made
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15
Q

2.3.2 - What are the pros and cons of JIT?

A

PROS:

  • As parts are ordered as they are needed there is no wastage
  • Massive cost saving in terms of premises and staff (no warehouses)
  • Stock is less likely to go out of date
  • The business will improve their cash flow, as their money is not tied up in stock

CONS:

  • The business can’t meet unpredictable surges in demand
  • The business can’t quickly replace damaged parts
  • If the delivery does not turn up in time this can stop the whole production line, which is costly
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16
Q

2.3.2 - What four things are necessary to consider when choosing a supplier?

A
  • Quality: Supplies of good quality can create better products
  • Delivery: Can reduces risk of running out of stock
  • Availability: Means stock can be replenished easily
  • Trust: More reliable and likely to be on time

These decisions can also be made based on:

Customer satisfaction, Reputation, Costs

17
Q

2.3.4 - What is the sales process?

A
  • Product knowledge
  • Speed and efficiency of service
  • Customer engagement
  • Responses to customer feedback
  • Post-sales service
18
Q

2.3.4 - What is the importance of product knowledge in the sales process?

A
  • Understanding the products’ features allows the sales person to present their benefits accurately and persuasively.
  • Customers respond to enthusiastic sales staff who are passionate about their products and eager to share the benefits with them
19
Q

2.3.4 - What is customer engagement?

A
  • Customer engagement (CE) is an effect, a reaction, a connection, a response and/or an experience of customers with one another, with a company or a brand.
  • This can be either consumer- or company-led and can be on or offline.
20
Q

2.3.4 - What is the importance of responding to customer feedback in the sales process?

A

All customer feedback is important to a business – positive or negative as it will help them to provide a better product or service in the future

21
Q

2.3.4 - What is post-sales service?

A

Various processes which make sure customers are satisfied with the products and services of the business. (e.g. Repair, Maintenance, Warranty)