7. Operations management Flashcards
1
Q
define operations
A
making goods or services for customer
2
Q
example of tangible and intangible product
A
tangible - vehicles, clothes, equipment
intangible - entertainment, transportation, education
3
Q
2 operation process
A
- make-to-order operation - customized
- make-to-stock operation - standardized and mass consumption
4
Q
2 types of customer contact service
A
- low-contact system - atm, self service
- high-contact system - hospitalisation, restaurant
5
Q
define operation capability
A
- special ability to outperform in competition
6
Q
2 examples of operation capability
A
- toyota - quality
- 99 speedmart - low price
7
Q
5 categories of operation planning (important)
A
- quality - what constitutes a high-quality product
- capacity - amount of production under normal condition
- method - production step and the specific methods
- layout - machinery, equipment, supplies
- location - where
8
Q
2 parts in quality planning
A
- performance
- consistency
9
Q
4 operation schedule
A
- master operation - upcoming production
- detailed - start and end time of each task
- staff - working time of each employee
- project - provide coordination
10
Q
2 methods for project scheduling
A
- gantt chart
- pert chart (path)
11
Q
define operating control
A
- monitoring production performance by comparing result ad plan
12
Q
2 steps in follow up (operation control)
A
- material management
- quality control
13
Q
define material management
A
plan, organise and control the flow of material
14
Q
5 major areas in material management
A
- selecting supplier
- purchasing
- transportation
- warehousing
- inventory control
15
Q
define just-in-time production
A
- lean production system
- bring all material required at each production stage
16
Q
5 Commonly Used Tools for Total Quality Management
A
- closer to customer
- value added analysis
- quality improvement team
- ISO series (9000-met the quality, 14000-improvement)
- business process reengineering
