TEST 1 Flashcards
The wealth of nations; division of labor; separation of tasks; mass production as opposed to craft production (in which one person has control of all the materials and resources)
Adam Smith
a system in which the production and distribution of goods is entrusted primarily to the market mechanism; based on private ownership of property, and on exchange between legally free individuals; part of the nature of globalization
capitalism
one of the most insightful critics of capitalism; predicted just this scenario
Karl Marx
“one best way” to do things; said idiots were running plants; efficiency focus; runs over into the TPS; very people thought helping ended up hating him
Fredrick Taylor
emphasis on efficiency; promoted by Frederick Taylor and Henry Ford; come to dominate the emerging view of manufacturing early in the 20th century
scientific management
done by Lewin; changed lighting in the factory; people are more willing to change if they are involved in the change; provided a counter to Taylorism and Fordism; insights into the motivation of work
Hawthorne Experiments
when we realized that we needed an economy based around consumption and rise of mass production; evolved to mass services; WWII deficit spending got us out of it
The Great Depression
most widely recognized 20th century economist; said got could mitigate depth of recession by spending on infrastructure
John Maynard Keynes
mid 20th century; the triumph of mass production; combines Taylors approach with his own desire to mechanize labor and becomes the “Father of Mass Production”
Henry Ford
started by Ford; “Fordism” ; eventually overtaken by the TPS; WWII forced america back into mass production
mass production
WWII forced the need for mass production; began the need to quickly produce war machines and supplies ultimately entrenched mass production as the only viable paradigm of manufacturing; the US enjoyed one of the largest periods of economic progress in modern history
WWII
Father of H.R. movement; performed Hawthorne experiments; psychologist who said mass production has an underbelly; called it he “Cult of Efficiency”
Kurt Lewin
“father of modern quality management”; focused on process management; quality=results of work efforts/cost; thought Taylor’s control is illusion
W. Edwards Deming
first time price of oil shot up rapidly because of gas shortage; provided the Japanese an incredible opportunity; US couldn’t be independent
the 1973 Oil Crisis
emphasis on a “pull system” of production and the requirement to eliminate waste and add value; lean management; six sigma; overtakes mass production as operations paradigm; considered most operationally excellent firm in the world today
TPS
pioneered the TPS; eliminate wast and add value; emphasis on pull system of production; lean mgmt
Taiichi Ohno
open trading among nations thanks to technology; “the greatest labor migration since the industrial revolution. the migration from agriculture and manufacturing to services is both invisible and largely global”
globalization
“As productivity increases in one sector, the labor force moves into another”
Clark Fisher Hypothesis
economy driven by peoples experiences; from the past transactional nature of services into experience–based on relationships
experience economy
if you don’t need it, then don’t produce it; driven by the customer
Pull Theory of Innovation
a service encounter is any episode in which the customer comes into contact with any aspect of the organization and gets an impression of the quality of its services; moments of truth
service encounter
physical resources that must be in place before a service can be sold
supporting facility
operations data or information that is provided by the customer to enable efficient and customized service
information
psychological benefits of extrinsic features; which the consumer may sense only vaguely
implicit services
