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
