3.4

Question 1

Operations

Answer 1

Actions taken in a business to create and deliver its products and services

Question 2

Operational objectives

Answer 2

Costs
Quality
Speed of response
Environmental objectives
Added value

Question 3

Methods of improving quality

Answer 3

Identify customer needs
Invest in training
Resource quality
Enhance internal communication

Question 4

Quality assurance

Answer 4

Ensuring quality meets requirements of customers

Question 5

Mass customisation

Answer 5

Output is tailored by the customer

Question 6

Ways of matching supply to demand

Answer 6

Outsourcing
Temporary employees
Producing to order

Question 7

Lead time

Answer 7

Measures time taken for process to be completed beginning to end

Question 8

Influences on choice of suppliers

Answer 8

Price
Location
Quality
Reliability

Question 9

How to utilise capacity efficiently

Answer 9

Forecasting
Optimal use of resources
Keep a little spare

Question 10

Dependability

Answer 10

Quality of being trustworthy and reliable