ch 14

Question 1

operations management

Answer 1

the management of any aspect of the production system that transforms inputs into finished goods and services

Question 2

production system

Answer 2

The system that an organization uses to acquire inputs, convert inputs into outputs, and dispose of the outputs

Question 3

operations manager

Answer 3

Manager who is responsible for managing an organization’s production system and for determining where operating improvements might be made

Question 4

quality

Answer 4

goods and services that are reliable, dependable, or psychologically satisfying`

Question 5

efficiency

Answer 5

amount of inputs required to produce a given output

Question 6

responsiveness to customers

Answer 6

action taken to meet the demands and needs of customers

Question 7

input stage

Answer 7

raw materials; component parts; labor

Question 8

conversion stage

Answer 8

skills; machines; computers

Question 9

output stage

Answer 9

goods, services

Question 10

customer relationship management

Answer 10

technique that uses IT to develop an ongoing relationship with customers to maximize the value an organization can deliver to them over time

Question 11

The fewer the inputs required to produce a given output…

Answer 11

…the higher the efficiency of a production system

Question 12

total factor productivity

Answer 12

looks at how well an organization utilizes all of its resources - such as labor, capital, materials, or energy - to produce its outputs

Question 13

total factor productivity =

Answer 13

outputs/all inputs

Question 14

partial productivity

Answer 14

specific measure of productivity that measures the efficiency of an individual unit

Question 15

labor productivity =

Answer 15

outputs/direct labor

Question 16

facilities layout

Answer 16

the operations technique whose goal is to design the machine-worker interface to increase production system efficiency

Question 17

flexible manufacturing

Answer 17

operations management techniques that attempt to reduce the setup costs associated with a production system

Question 18

product layout

Answer 18

machines are organized so that each operation is performed at work stations arranged in a fixed sequence

Question 19

process layout

Answer 19

• self contained work stations not organized in a fixed sequence
• provides flexibility in making a wide variety of products tailored to customers

Question 20

fixed position layout

Answer 20

the product stays in a fixed spot and components produced at remote stations are brought the product for to final assembly

Question 21

flexible manufacturing aims to

Answer 21

to reduce the time required to set up production equipment.

Question 22

flexible manufacturing increases

Answer 22

a company’s ability to be responsive to its customers

Question 23

inventory

Answer 23

the stock of raw materials, inputs, and component parts that an organization has on hand at a particular time

Question 24

just in time inventory

Answer 24

a system in which parts or supplies arrive at an organization when they are needed, not before

Question 25

process reengineering

Answer 25

the fundamental rethinking and radical redesign of the business process to achieve dramatic improvement in critical measures of performance such as cost, quality, service and speed