Chapter 5: Operations Management Flashcards
Job production
Making one-off, specialised products for each customer.
Batch production
Groups of identical items that pass through different stages of the production process at the same time.
Operational efficiency
Producing goods and services to an acceptable standard with as few resources as possible to keep costs per unit low.
Unit costs
The average cost of making each unit.
Specialisation
Work is divided into separate tasks or jobs that allow workers to become skilled at one of them.
Information communication technology
The use of electronic technology to gather, store, process and communicate information.
Robot
A computer-controlled machine able to perform a physical task.
Computerised stock-control programs
The use of computers to keep records of all stocks and recorder necessary stock automatically.
Computer-aided design
Using computer-based tools to design products, such as buildings, cars and clothes.
Quality product
A good or service that meets customers’ expectations and is therefore ‘fit for purpose’
Customer expectations
The minimum quality standards for a product or service that is acceptable to consumers.
Quality assurance
A system of agreeing and meeting quality standards at each stage of production.
E-commerce
The buying and selling of goods and services over the internet.
Customer Service
Providing services to customers before, during and after purchase to standards that meet their expectations
Customer protection
Laws that protect the interests of consumers when buying goods or services
