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Business > Chapter 16 > Flashcards

Chapter 16 Flashcards

1
Q

Operations management

A

all of the activities involved in producing goods and services and distributing them to customers

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2
Q

Efficiency

A

producing output or achieving a goal at the lowest cost

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3
Q

Effectiveness

A

completing tasks and producing products that create the greatest value

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4
Q

Goods

A

tangible products that you can see and touch, both durable and non-durable

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5
Q

Services

A

intangible products, such as computer repair and interior design

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6
Q

Characteristics Of Operations

Management Fifty Years Ago

A
  • Focus on Minimizing Costs
  • production of Goods
  • Mass production
  • Simple Supply Chains
  • Exploit the Environment
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7
Q

Factors Promoting Change

A 
• Improvements in Production and 
Information Technologies 
• Rise of Global Competition and Global Opportunities 
• Recognition Of Quality as a Source Of 
Competitive Advantage 
• Adoption of Marketing Perspective and 
Customer Focus 
• Recognition of Serious 
Environmental Problems
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8
Q

Characteristics Of Operations

Management Today

A
  • Focus on Creating Value
  • Provision of Services
  • Mass Customization
  • Complex Value Chains
  • Sustain the Environment
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9
Q

What Do Operations Managers Do?

A
  1. Facility location
  2. Process selection and facility layout
  3. Inventory control
  4. Project scheduling
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10
Q

Value chain

A

the network of relationships that channels the flow of inputs, information, and financial resources

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11
Q

What are the factors that affect location decisions?

A
  1. ADEQUACY OF UTILITIES
  2. LAND
  3. LABOUR MARKET CONDITIONS
  4. TRANSPORTATION FACTORS
  5. QUALITY OF LIFE FACTORS
  6. LEGAL AND POLITICAL ENVIRONMENT
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12
Q

Process Selection and Facility Layout

A

Flow shop processes
Job shop processes
Project processes
Cellular layout

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13
Q

Why hold inventories…

A
  1. Smoother production schedules
  2. Meet demand increases
  3. Reduce switching costs
  4. Compensate for forecast errors
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14
Q

Operations managers

A

must manage and schedule projects

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15
Q

Immediate predecessors

A

activities that must be completed before other activities begin

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16
Q

Critical path

A

consists of the sequence of activities that takes the longest to complete

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17
Q

Vertical integration

A
  1. Gain control over supply chain
  2. Begin producing its own parts
  3. Buying suppliers
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18
Q

Outsourcing

A
  1. Use outside firm for producing supplies
  2. Focus on key production areas
  3. Cost savings
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19
Q

The trend has been to rely more on , which has become a controversial issue.

A

outsourcing

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20
Q

_______ is a key reason firms focus overseas

A

Low-wage labour

21
Q

Key to balance advantages with drawbacks:

A
  1. Different laws and customs
  2. Inadequate infrastructure
  3. Inexperienced workers
  4. Political instability
22
Q

Enterprise Resource Planning (ERP):

A
  1. Integrates the flow of information
  2. Can be costly and challenging to implement
  3. Most firms using ERP systems report being satisfied with the results
23
Q

Is this a characteristic for Goods or Services?

Are tangible: They have a
physical form and can be seen, touched, handled, etc.

A

Goods

24
Q

Is this a characteristic for Goods or Services?

Are intangible: They can be
“experienced,” but they don’t
have a physical form.

A

Services

25
Q

Is this a characteristic for Goods or Services?

Can be shipped and stored in an inventory.

A

Goods

26
Q

Is this a characteristic for Goods or Services?

Must be consumed when they are produced.

A

Services

27
Q

Is this a characteristic for Goods or Services?

Are produced independently
of the consumer.

A

Goods

28
Q

Is this a characteristic for Goods or Services?

Often require the customer to be actively involved in their production.

A

Services

29
Q

Is this a characteristic for Goods or Services?

Can have at least some aspects of their quality determined objectively by measuring defects or deviations from desired values.

A

Goods

30
Q

Is this a characteristic for Goods or Services?

Intangible nature means
quality is based mainly on
customer perceptions.

A

Services

31
Q

Automation

A

replacing human operations and control of machinery and equipment with some form of programmed control

32
Q

Robot

A

a programmable machine that is capable of manipulating materials in order to perform tasks

33
Q

CAD

A

Computer-aided design

34
Q

CAE

A

Computer-aided engineering

35
Q

CAM

A

Computer-aided manufacturing

36
Q

CIM

A

Computer-

integrated manufacturing

37
Q

_____improves effectiveness and efficiency and helps achieve competitive advantage

Lowers costs, increases value

A

Quality

38
Q

______ viewed as the father of the quality movement, first proposed the relationship between quality and business in the early 1950s.

A

W. Edwards Deming

39
Q

Deming Chain Reaction

A
  1. Improve quality (leads to)
  2. Costs decrease because of less rework, fewer mistakes, fewer delays and snags, and better use of time and materials (which leads to)
  3. Productivity improves (which leads to)
  4. Capture the market with better quality and lower price (which leads to)
  5. Stay in business
    (which leads to)
  6. Provide jobs and more jobs
40
Q

TQM

A

Total quality management

41
Q

_____ is a method that provides organizations tools to improve the capability of their business processes.

A

Six Sigma

42
Q

Mistake Proofing

A

Procedures built into the production process that prevent workers from making mistakes …or that catch and correct mistakes

43
Q

Quality Standards and Quality Initiatives

A
  1. Excellence Canada (National Quality Institute)
  2. Baldrige National Quality Program in the US
  3. ISO 9000 Certification
44
Q

JIT

A

Just-in-Time

45
Q

Characteristics of JIT (Just-In-Time)

A
  1. Produce goods and services to meet actual demand

2. Minimize inventories at all stages of the supply chain through coordination

46
Q

Lean Thinking in the Service Sector

A

1 . Standardize

  1. Minimize costs
  2. High utilization
  3. Simplified processes
47
Q

Sustainability

A

to meet the organization’s current objectives while protecting and preserving the environment for future generations

48
Q

ISO 14001

A

a certification that focuses on environmental management

Business (11 decks)

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