Sac 3

Question 1

Tangibles

Answer 1

Are goods which can be touched

Question 2

Intangibles

Answer 2

Are services which cannot be touched

Question 3

Inputs

Answer 3

Resources used in the process of production

Question 4

Processes/transformation

Answer 4

Conversion of inputs into outputs

Question 5

Outputs

Answer 5

End result of an organisations efforts. The service or product that is delivered or provided to the consumer

Question 6

Productivity

Answer 6

A measure of efficiency. The amount of output produced compared to the amount of input required in production

Question 7

Operational competitiveness

Answer 7

Cost, quality, speed of delivery

Question 8

Ways to compete on cost

Answer 8

Achieve economies of scale
Bulk but inputs
Eliminate waste
Produce high volume output

Question 9

Ways to compete on quality

Answer 9

Tailor products to consumers
Market themselves as quality business
Immediately respond to customer needs
Reduce defect rates in production process

Question 10

Ways to compete on speed

Answer 10

Respond quickly to changes in demand
Flatter management structures
Identify and act on trends quickly

Question 11

Facilities design and layout

Answer 11

Planning the layout of workspace to streamline the production process

Question 12

Fixed position layout

Answer 12

Deals with large scale processes, construction of bridges, ships, buildings

Question 13

Product layout

Answer 13

Manufacturing of goods in mass volume using an assembly line

Question 14

Process layout

Answer 14

High varieties of products by grouping activities, equipment and machinery of similar function together

Question 15

Retail layout

Answer 15

Aisles.
Locating high impulse items in prominent locations
High draw items (bread and milk) at opposite ends

Question 16

Office layout

Answer 16

Open plan or pods

Question 17

Materials management

Answer 17

Manages the use, storage and delivery of materials to ensure the right amount of inputs is available when required in the operations system

Question 18

Inventory

Answer 18

Goods and materials held as stock by an organisation

Question 19

Materials handling

Answer 19

Physical handling of goods in warehouses and at distribution points

Question 20

Production plan

Answer 20

Outline of the activities undertaken to combine resources to create goods or services

Question 21

Master production scheduling (MPS)

Answer 21

Details what is to be produced and when

Question 22

Materials requirements planning (MRP)

Answer 22

Developing an itemised list of all materials involved in production to meet the specific orders

Question 23

Inventory control

Answer 23

Ensures that costs are minimised and that the operations system has access to the right amounts of inputs when required

Question 24

Just in time

Answer 24

Materials management strategy that ensures that the exact amount of materials inputs will arrive only as they are needed in the operations process

Question 25

Supply chain

Answer 25

Is the range of suppliers from which the organisation purchases materials and resources

Question 26

Supply chain management

Answer 26

Assessing location of distance to suppliers, efficiency of delivery, stock use rate, uniformity of quality, pricing in comparison with other suppliers

Question 27

Quality

Answer 27

Degree of excellence of goods or services and their fitness for a stated purpose

Question 28

Quality control

Answer 28

Use of inspections at various points in the production process to check for problems and defects

Question 29

Quality assurance

Answer 29

Use of a system so that an organisation achieves set standards in production

Question 30

Total quality management

Answer 30

Ongoing, organisation wise commitment to excellence that is applied to every aspect of the organisations operations

Question 31

Quality circles

Answer 31

Groups of workers who meet to solve problems relating to quality

Question 32

Customer relationship management (CRM)

Answer 32

Systems that organisations are introducing to maintain customer contact

Question 33

Robotics

Answer 33

Highly specialised forms of technology capable of complex tasks

Question 34

Computer aided design (CAD)

Answer 34

Computerised design tool that allows a business to create product possibilities from a series of input parameters

Question 35

Computer aided manufacture (CAM)

Answer 35

Software that designs and controls manufacturing processes

Question 36

Computer integrated manufacturing (CID)

Answer 36

Method of manufacturing in which the entire production process is controlled by a computer

Question 37

Six sigma

Answer 37

Quality management approach that seeks to identify and remove the causes of problems in the operations process, achieving virtually defect free production

Question 38

Aspects of ethics and social responsibility

Answer 38

Managing inputs appropriately
Managing suppliers appropriately
Managing staff appropriately
Managing the customer relationship appropriately

Question 39

Managing inputs appropriately

Answer 39

Attempt to use inputs that do not have a serious impact on the environment.
In the desire to keep down costs, organisations should not be tempted to use cheaper illegal waste disposal methods

Question 40

Managing suppliers appropriately

Answer 40

Many organisations work with their suppliers to ensure they follow guidelines on ethical behaviour.
Not appropriate to provide preferential treatment to suppliers that offer gifts or personal friendships

Question 41

Managing staff appropriately

Answer 41

Make sure organisations facilities and technology contribute to the health and welfare of staff

Question 42

Managing the customer relationship appropriately

Answer 42

Make sure that the goods produced are of the required quality that they are safe and reliable

Question 43

Operations management

Answer 43

Consists of all the activities in which managers engage to produce goods or services