Chapter 1 Flashcards
is the activity of managing the resources that create and
deliver services and products ..
Operations management
are the people who have particular responsibility for managing
some, or all, of the resources that comprise the operations function..
Operations managers
is the part of the organization
that is responsible for this activity..
The operations function
the three core functions of any organization ?
▶ the marketing (including sales) function – which is responsible for communicating the organization’s services and products to its markets in order to generate customer requests.
▶ the product/service development function – which is responsible for coming up with new and modified services and products in order to generate future customer requests.
▶ the operations function – which is responsible for the creation and delivery of services and products based on customer requests.
enable the core functions to operate effectively..
support functions
An advantage in Small operations
informal structure that allows for rapid response and decision making.
operations managers have had to adjust their
activities to cope, especially in the following areas ..
▶ New technologies
▶ Different supply arrangements
▶ Increased emphasis on social and environmental issues
One set of inputs to any operation’s processes are transformed resources.
They are usually a mixture of :
▶ Materials - operations which process materials could do so to transform their physical properties (shape or composition, for example).
▶ Information - operations which process information could do so to transform their informational properties (that is, the purpose or form of the information); accountants do this
▶ Customers - operations which process customers might change their physical properties in a similar way to materials processors: for example, hairdressers or cosmetic surgeons.
set of inputs to any operations process are transforming resources.
There are two types :
▶ facilities – the buildings, equipment, plant and process technology of the operation.
▶ staff – the people who operate, maintain, plan and manage the operation.
(…) are usually tangible things whereas (…) are activities or processes.
Products
Services
Crude oil production is an example for
Pure product
Aluminium smelting is an example for
Pure product
A psychotherapy clinic is an example for
Pure service
Management consultancy is an example for
Pure service
(….) an operation’s customers pay a (usually) fixed amount each agreed time period, usually a month or year, for which they receive a pre-agreed service..
Subscription services
(…)are those that provide their products or services to other businesses..
B2B operations
(…) provide their products or services direct to the consumers who (generally) are the ultimate users of the outputs from the operation.
B2C operations
All operations consist of a collection of (….) interconnecting with each other to form a (….)
Processes
Network
Operation and process management require analysis on three main levels:
A- The supply network-flow between operations
B- The operation flow between processes
C- Processes flow between resources
‘Operations’ as an/ a (……), meaning the part of the organization which creates and delivers services and products for the organization’s external customers.
Function
Operations’ as an/a (……) , meaning the management of the processes within any of the organization’s functions.
Activity
Examples of processes within non-operations functions ?
demand forecasts,
advertising campaigns,
marketing plans,
financial reporting.
How do operations and processes differ?
four Vs
How do operations and processes differ?
four Vs
the four Vs are ..
▶ The volume of their output.
▶ The variety of their output.
▶ The variation in the demand for their output.
▶ The degree of visibility that the creation of their output has for customers.
is an arrangement of resources and activities that transform inputs into
outputs that satisfy internal or external customer needs.
Process
Web-based operations (e.g. online shopping) are considered to have
Low-visibility
can be part of the input to be processed by the operation and may change their physical properties or transform their psychological state.
Customers
A Business that faces high variation in demand needs to ?
Change its capacity and increase flexibility
high volume, low variety, low variation and
low customer contact all help to keep processing costs (….)?
Down
كلهم علاقتهم مع اليونت كوست طردية ماعدا الفاليو عكسية
low volume, high variety, high variation and high customer contact generally carry some kind of (….) for the operation.
Cost penalty or high cost
كلهم علاقتهم مع اليونت كوست طردية ماعدا الفاليو عكسية
We classify operations management activities under the four headings:
direct, design,
deliver and develop
(….) The overall strategy of the operation. includes understanding relevant performance objectives and setting an operations strategy.
Directing
Operations managers are responsible for (…) the overall strategy of an operation, (…) services, products, and processes, planning and controlling process (…) , (…) process performance, and improving process performance.
Directing
Designing
Delivery
Developing
operations and the processes that make up both the
operations and other business functions are (……….) that take in (….) and use process resources to transform them into (….) .
transformation systems
Inputs
Outputs
T or F
All organizations have ‘operations’ that produce some mix of services and
products.
True 👏🏼
T or F
Operations managers need to cooperate with other functions to ensure effective organizational performance.
True 👏🏼
T or F
The economic sector of an operation is more important in determining how it should be managed than its intrinsic characteristics’.
Faaalllsssseee 🫷🏼
The economic sector of an operation is (LESS) important in determining how it should be managed than its intrinsic characteristics’.
T or F
Transformed resource inputs to a process are facilities and staff
Fallssseeee 🫷🏼
Transformed resource inputs to a process are (materials, information or customers).
الtransformed هي اللي تتحول عن طريق الtransforming
All processes have transforming resources of (…..) and (….)
Facilities and people/ staff
Most operations produce a mixture of tangible (…) and intangible (…).
Products
Services 👏🏼👏🏼
T or F
Segmentation involves firms developing the capabilities to provide services and solutions that supplement their traditional product offerings.
Falllssseeeee 🫷🏼
(Servitization) involves firms developing the capabilities to provide services and solutions that supplement their traditional product offerings.
T or F
An understanding of customer needs is always important, whether customers are individuals or businesses.(B2B or B2C)
True👏🏼
T or F
Processes are defined by how the organization chooses to draw process
boundaries.
True 👏🏼
شطورة
The way in which processes need to be managed is influenced by (…),(…),(…) and (…).
influenced by volume, variety, variation and visibility. (4Vs).
👏🏼👏🏼
Operations and processes can ( reduce/ increase ?) their costs by increasing volume, reducing variety, reducing variation and reducing visibility.
Reduce 👏🏼
✓ Apple company – AppleCare - Apple Music - Apple TV+ - Apple
Arcade. ✓ Caterpillar ✓ Siemens
Apple is an example of ?
Servitization
Which of the following is true of effective operations?
A) It can reduce costs of producing goods and services.
B) It can provide the basis for future innovation.
C) It can reduce the amount of investment necessary to produce goods and service.
D) All of the above.
D👏🏼
The amount of value-added activity that takes place in the presence of the customer is called:
Visibility
Which of the following predominantly process materials in their operations?
A) Market research company
B) Bank headquarters
C) Postal service
D) Hospitals
C👏🏼
