Important terms OPS

Question 1

SOP’s

Answer 1

Standard operation procedure

Question 2

IHIP

Answer 2

Intangibility, Heterogeneity, Inseparability, Perishability

Question 3

Service concept

Answer 3

Not a slogan but the core idea of a business

Question 4

Disruption

Answer 4

Unexpected event with negative effect on the output

Question 5

4 V’s

Answer 5

Volume, Variety, Variation, Visibility

Question 6

Guest Journey

Answer 6

Complete experience a guest goes through, including all touchpoints

Question 7

Capability processes

Answer 7

Low volume High variety

Question 8

Commodity processes

Answer 8

High volume Low variety

Question 9

Servicescape

Answer 9

Physical environment in which the service takes place

Question 10

Throughput time

Answer 10

The total time it takes for a product to pass through the entire process from start to finish

Question 11

Throughput rate

Answer 11

The rate at which products are completed and leave the process, usually measured per unit of time

Question 12

Cycle time

Answer 12

The amount of time required to produce one unit from start to finish

Question 13

WIP

Answer 13

Work in Progress, the total number of units currently in the production process but not yet completed

Question 13

Coping zone

Answer 13

Zone where businesses can’t handle demand

Question 14

Transforming resources

Answer 14

Staff, machines, equipment

Question 14

Transformed resources

Answer 14

Raw materials, ingredients

Question 15

Peak-end-rule

Answer 15

Customers judge an experience based on how they felt on their most intense point (peak), either good or bad

Question 16

Zone of tolerance

Answer 16

Neither dissatisfied nor delighted

Question 17

Lean Thinking

Answer 17

Eliminating waste to increase value for customers

Question 18

5 Steps of Lean Thinking

Answer 18

Identify value, map value stream, create flow, establish pull, Perfection

Question 19

TOC

Answer 19

Theory of constraints, improving system performance by addressing the primary bottleneck

Question 20

5 Steps of TOC

Answer 20

Identify constraint, exploit constraint, subordinate constraint, elevate constraint, Repeat

Question 21

Six Sigma

Answer 21

Improve quality by reducing defects and process variability through statistical analysis

Question 22

DMAIC (Six Sigma)

Answer 22

Define, Measure, Analyze, Improve, Control

Question 23

TIMWOODS

Answer 23

Transportation, Inventory, Motion, Waiting, Overproduction, Overprocessing, Defects and Skills

Question 24

Competitive Capabilities

Answer 24

What a company can do (strengths)

Question 25

Competitive Priorities

Answer 25

What a company wants to do (choices)

Question 26

Service Strategy

Answer 26

A plan that outlines how an organization will deliver value to his costumers, ensuring alignment with business goals and customer needs

Question 27

Competitive advantages

Answer 27

Cost, Location, History, Technology, etc

Question 28

Operations performance objectives

Answer 28

Specific goals that guide an organization to improve customer satisfaction: Cost, Quality, Speed, Dependability, Flexibility

Question 29

Sandcone Model

Answer 29

Service excellence is based on quality; Quality --> Dependability --> Flexibility --> Cost

Question 30

Service excellence

Answer 30

Way to stand out and win businesses from competition; service as a differentiator from competition

Question 31

Intangibility

Answer 31

Services cannot be touched or physically seen

Question 32

Heterogeneity

Answer 32

Services are unique, they vary in quality because of who, when and where they are provided

Question 33

Inseparability

Answer 33

Services are produced and consumed simultaneously

Question 34

Perishability

Answer 34

Services cannot be stored for future use

Question 35

Service process design

Answer 35

Procedures to be followed in order to deliver the service concept