Chapter 1-5 Flashcards
Midterm review (89 cards)
Science and art of ensuring that goods and services are created
Operation management
A physical product you can see and touch
Good
Goods that does not quickly wear out
Durable goods
One that is no longer useful once its used
Non durable goods
Primary activity that does not directly produce a physical product
Service
4 principal elements of service encounter design
- Customer contact behavior and skills
2.service-provider selection, development and empowerment - Recovery and reward
- Service recovery and guarantees
12 key activities that operation managers perform
- Forecasting
- Supply chain management
- Facility layout and design
4.Technology selection - Quality management
- Purchasing
- Resource and capacity management
- Process design
- Job design
- Service encounter design
- Scheduling
- Sustainability.
12 key activities that operation managers perform
- Forecasting
- Supply chain management
- Facility layout and design
4.Technology selection - Quality management
- Purchasing
- Resource and capacity management
- Process design
- Job design
- Service encounter design
- Scheduling
- Sustainability.
5 key competitive priorities in operations strategy
- Cost
- Quality
- Time
- Flexibility
- Innovation
5 examples of benefits in adopting technology
- Creates new industries and job opportunities
- Integrates supplies and value chain players
- Lowers cost
- Raise’s world’s standard of living
- Monitors the environment and health of the planet
5 examples of challenges in adopting technology
- Job shift and displacement
- Less opportunity for employee creativity and empowerment
- Protecting the employees and customers privacy and security
- Information overload
- Global outsourcing and impact on domestic job opportunities
4 principal types of processes that are used to produce goods and services
- Projects
- Job shop processes
- Flow shop processes
- Continuous flow processes
3 principal dimension of servicescape
- Ambient conditions
- Spatial layout functionality
- Signs, symbols, and artifacts
7 differences of good and services
Goods
1. Tangible
2. Demand is easier to predict
3. Can be stored as physical inventory
4. Products are paramount to success
5. Patents protect goods
6. Customers don’t participate in processing goods
7. Factories or warehouse does not need to be in close proximity to the customer
Services
1. Intangible
2. Demand is more difficult to predict
3. Cannot be stored as physical inventory
4. Service management skills are paramount to success
5. Patents do not protect goods
6. Customers participate in service processes, activities and transactions
7. Facilities need to be in close proximity to the customers
6 major activities in designing goods producing or service providing process
- Define the purpose and objectives of the process
- Create a current state or baseline map
- Create a future state map
- Identify and define the appropriate performance measures for the process
- Select the appropriate equipment and technology
- Develop an implementation plan
Perception of the benefits associated with a good, service or bundle of goods
Value
Set of tangible and intangible features
Customers benefit package
Represents a network of facilities and processes
Value chain
A subset of the value chain that focuses on physical movement
Supply chain
A sequence of activities that is intended to create a certain result
Processes
This framework emphasizes the comprehensive nature of the value chain
Input-output framework
Denotes a firms ability to achieve market and financial superiority over its competitors
Competitive advantage
To provides goods and services of value
Understanding customer wants and needs
