Business Operations Flashcards
1
Q
What are the production processes
A
- Job
- Batch
- Flow
2
Q
What is job production?
A
- When individual products are made one at a time to meet specific customer preferences
3
Q
What is batch production?
A
- making a set quantity of identical products, stopping, reorganising and making a batch of something else.
4
Q
What is flow production?
A
- The continuous movement of items through the production process
5
Q
How has technology affected the production process?
A
- using technology can help to make some tasks a lot easier and faster, although there are some disadvantages
6
Q
Advantages of using technology in the production process
A
- Technology can carry out processes quicker and more accurately than humans
- Technology increases the productivity, and there should be a more consistent quality of products
- Machines can work 24/7, so production can be completely continuous
- Cheaper to run machines than pay humans
7
Q
Disadvantages of using technology in the production process
A
- can be expensive to buy and install technology-
- machines require regular maintenance and updates
- if staff think that their job is at risk, they might be demotivated
- Machines are often only suited to do one task which makes them in flexible.
8
Q
What are the methods of selling?
A
- face to face selling
- e-commerce
- telesales
9
Q
Whats the importance of good customer service
A
To gain and retain customers
10
Q
What makes good customer service
A
- Contribution of product knowledge
- Customer engagement
- Quick and efficient service
- Offering post-sales service
- Responding to customer feedback
11
Q
What are the potential steps of a sales process
A
- Finding potential new customers
- approaching potential customers
- assessing the customers needs
- presenting
- closing
- follow-up (after sale)
12
Q
Benefits of good customer service
A
- leads to high levels of customer satisfaction
- satisfied customers are likely to stay loyal and repeat purchases
- customers may be persuaded to spend more with a company that provides good customer service
13
Q
Drawbacks of poor customer service
A
- Leads to dissatisfied customers
- Ideas of poor customer service can be spread quickly by word-of-mouth
- Poor brand image created
- less loyal customers
- leads to lower market share
14
Q
What is consumer law?
A
- refers to any piece of government legislation
- designed to protect consumers from poor-quality products and poor business practices
- goods should meet 3 criteria
15
Q
What are the 3 criteria that consumer law says products need to be.
A
- product should be fit for its purpose
- product should match its description
- product should be satisfactory quality