Module 1

Question 1

What term refers to the systematic design, direction, and control of processes that transform inputs into services and products for both internal and external customers.

Answer 1

Operations Management

Question 2

As exemplified by Disney, what can be a source of competitive advantage for firms in both service and manufacturing sectors.

Answer 2

Operations Management

Question 3

Any activity or group of activities that takes one or more inputs, transforms them, and provides one or more outputs for its customers is known as

Answer 3

Process

Question 4

A group of resources performing all or part of one or more processes is known as a

Answer 4

Operation

Question 5

An interrelated series of processes within and across firms that produces a service or product to the satisfaction of customers is known as a

Answer 5

Supply Chain

Question 6

The synchronization of a firm’s processes with those of its suppliers and customers to match the flow of materials, services, and information with customer demand is known as

Answer 6

Supply Chain Management

Question 7

T/F- In manufacturing firms, the head of operations usually holds the title chief operations officer (COO) or vice president of manufacturing (or of production or operations).

Answer 7

True

Question 8

Based on business strategy, the finance and operations functions then decide how to invest these resources and convert them into physical assets and material inputs. Operations subsequently transforms these material and service inputs into product and service outputs.

Question 9

Any activity or group of activities that takes one or more inputs, transforms them, and provides one or more outputs for its customers.

Answer 9

Process

Question 10

A group of resources performing all or part of one or more processes.

Answer 10

Operation

Question 11

An interrelated series of processes within and across firms that produces a service or product to the satisfaction of customers.

Answer 11

Supply Chain

Question 12

The synchronization of a firm’s processes with those of its suppliers and customers to match the flow of materials, services, and information with customer demand.

Answer 12

Supply Chain Management

Question 13

What major function of business acquires financial resources and capital for inputs

Answer 13

Finance

Question 14

What major function of business translates materials and services into outputs

Answer 14

Operations

Question 15

What major business function generates sales of outputs

Answer 15

Marketing

Question 16

A customer who is either an end user or an intermediary (e.g., manufacturers, financial institutions, or retailers) buying the firm’s finished services or products. Is known as?

Answer 16

External Customers

Question 17

One or more employees or processes that rely on inputs from other employees or processes to perform their work. Is known as?

Answer 17

Internal Customers

Question 18

The businesses or individuals who provide the resources, services, products, and materials for the firm’s short-term and long-term needs. This is known as

Answer 18

External Suppliers

Question 19

The employees or processes that supply important information or materials to a firm’s processes is known as

Answer 19

Internal Suppliers

Question 20

Processes can be broken down into subprocesses, which in turn can be broken down further into still more subprocesses. We refer to this concept of a process within a process as a

better known as the concept of process within a process

Answer 20

Nested Process

Question 21

What are the two major types of processes?

Answer 21

Service
Manufacturing

Question 22

What type of processes pervade the business world and have a prominent place in our discussion of operations management

Answer 22

Services

Question 23

What processes are important; without them the products we enjoy as part of our daily lives would not exist.

Answer 23

Manufacturing

Question 24

What are the 2 main differences between service and manufacturing processes?

Answer 24

1) the nature of their output
2) the degree of customer contact

Question 25

T/F- manufacturing processes also have longer response times, are more capital intensive, and their quality can be measured more easily than those of service processes.

Answer 25

True

Question 26

T/F-Service processes tend to produce intangible, perishable outputs. For example, the output from the auto loan process of a bank would be a car loan, and an output of the order fulfillment process of the U.S. Postal Service is the delivery of your letter.

Answer 26

True

Question 27

A set of activities that delivers value to external customers is known as

Answer 27

Core Process

Question 27

What are the two main types of processes in the supply chain?

Answer 27

1) Core Processes 2) Support Processes

Question 28

A process that selects the suppliers of services, materials, and information and facilitates the timely and efficient flow of these items into the firm. This is known as

Answer 28

Supplier Relationship Process

Question 29

A process that designs and develops new services or products from inputs received from external customer specifications or from the market in general through the customer relationship process. This is known as?

Answer 29

New Service/ Product Development Process

Question 30

A process that includes the activities required to produce and deliver the service or product to the external customer.

Answer 30

Order Fulfillment Process

Question 31

A process that identifies, attracts, and builds relationships with external customers and facilitates the placement of orders by customers, sometimes referred to as customer relationship management. Is known as

Answer 31

Customer Relationship Process

Question 32

A process that provides vital resources and inputs to the core processes and therefore is essential to the management of the business. Is known as?

Answer 32

Support Process

Question 33

Business processes that have external customers or suppliers. Is known as?

Answer 33

Supply Chain Processes

Question 34

Exploring available suppliers for the best options to perform processes in terms of price, quality, delivery time, environmental issues is known as

Answer 34

Outsourcing

Question 35

Providing information to answer questions or resolve problems using automated information services as well as voice-to-voice contact with customers is known as

Answer 35

Customer Service

Question 36

Receiving shipments from suppliers, verifying quality, placing in inventory, and reporting receipt for inventory records is known as

Answer 36

Warehousing

Question 37

Selecting transportation mode (train, ship, truck, airplane, or pipeline) scheduling both inbound and outbound shipments, and providing intermediate inventory storage is known as

Answer 37

Logistics

Question 38

Selecting, certifying, and evaluating suppliers and managing supplier contracts is known as

Answer 38

Sourcing

Question 39

Packing of products of incoming shipments so they can be easily sorted more economically at intermediate warehouses for outgoing shipments to their final destination is known as

Answer 39

Cross-docking

Question 40

The means by which operations implements the firm’s corporate strategy and helps to build a customer-driven firm. is known as

Answer 40

Operation Strategy

Question 41

Which strategy coordinates the firm’s overall goals with its core processes.

Answer 41

Corporate strategy

Question 42

What type of analysis coordinates the firm's overall goals with its core processes?

Answer 42

Market Analysis

Question 43

What type of priorities help managers develop the services or products and the processes needed to be competitive in the marketplace.

Answer 43

Competitive Priorities

Question 44

T/F-Competitive priorities are important to the design of existing as well as new services or products, the processes that will deliver them, and the operations strategy that will develop the firm’s capabilities to fulfill them.

Answer 44

True

Question 45

What four considerations are used while developing a corporate strategy?

Answer 45

Environmental Scanning identifying and developing Core Competencies Developing firm's core processes Developing the firm's global strategy

Question 46

monitoring and adjusting to changes in the business environment is known as (also used to stay ahead of competition)

Answer 46

Environmental Scanning

Question 47

The unique resources and strengths that an organization’s management considers when formulating strategy. is known as

Answer 47

core competencies

Question 48

What are the 4 examples of core competencies

Answer 48

Workforce Facilities Market and Financial Know How Systems and Tech

Question 49

The elapsed time between the receipt of a customer order and filling it is known as

Answer 49

Lead Time

Question 50

the process of identifying groups of customers with enough in common to warrant the design and provision of services or products that the group wants and needs is known as

Answer 50

Market segmentation

Question 51

the critical operational dimensions a process or supply chain must possess to satisfy internal or external customers, both now and in the future.is known as

Answer 51

Competitive Priorities

Question 52

T/F- Competitive priorities are planned for processes and the supply chain created from them

Answer 52

True

Question 53

The cost, quality, time, and flexibility dimensions that a process or supply chain actually possesses and is able to deliver. is known as

Answer 53

Competitive Capabilities

Question 54

What are the 9 broad competitive priorities that fall under the 4 competitive capabilities group?

Answer 54

Cost: Low-cost operations Quality: Top Consistent Time: Delivery Speed On-Time Delivery Development Speed Flexibility: Customization Variety Volume Flexibikity

Question 55

A strategy that focuses on the competitive priorities of delivery speed and development speed is known as

Answer 55

Time-Based Competition

Question 56

A criterion customers use to differentiate the services or products of one firm from those of another.

Answer 56

Order Winner

Question 58

Minimal level required from a set of criteria for a firm to do business in a particular market segment.

Answer 58

Order Qualifier

Question 59

The value of outputs (services and products) produced divided by the values of input resources (wages, costs of equipment, etc.). is known as

Answer 59

Productivity

Question 60

The interconnectivity of objects, embedded with software, sensors, and actuators that enable these objects to collect and exchange data over a network without requiring human intervention is known as

Answer 60

Internet of Things

Question 61

T/F-Break-even analysis helps the manager identify how much change in volume or demand is necessary before a second alternative becomes better than the first alternative.

Answer 61

True

Question 62

The use of the break-even quantity; it can be used to compare processes by finding the volume at which two different processes have equal total costs. is known as the

Answer 62

Break-even analysis

Question 63

A technique for systematically changing parameters in a model to determine the effects of such changes. is known as

Answer 63

Sensitivity Analysis

Question 64

Manufacturing processes usually have: A) customers in the production process B) high levels of customer contact. C) physical, durable output. D) output that cannot be inventoried. E) fuzzy definitions of quality

Answer 64

C) physical, durable output.

Question 65

Which of the following is not a primary activity according to Porter's conception of firm value creation? A) service B) production C) outbound logistics D) procurement E) marketing & sales

Answer 65

D) procurement

Question 66

According to the M1 lecture and course notes, what are the two ends of the spectrum for how good and services are produced?

Answer 66

Craft and Mass

Question 67

Which of the following are a basic management activity of the SCOR model? A) Make B) Source C) Deliver D) Plan E) All of the above

Answer 67

E) All of the above