Chapter 1-5 Flashcards
Midterm review
Science and art of ensuring that goods and services are created
Operation management
A physical product you can see and touch
Good
Goods that does not quickly wear out
Durable goods
One that is no longer useful once its used
Non durable goods
Primary activity that does not directly produce a physical product
Service
4 principal elements of service encounter design
- Customer contact behavior and skills
2.service-provider selection, development and empowerment - Recovery and reward
- Service recovery and guarantees
12 key activities that operation managers perform
- Forecasting
- Supply chain management
- Facility layout and design
4.Technology selection - Quality management
- Purchasing
- Resource and capacity management
- Process design
- Job design
- Service encounter design
- Scheduling
- Sustainability.
12 key activities that operation managers perform
- Forecasting
- Supply chain management
- Facility layout and design
4.Technology selection - Quality management
- Purchasing
- Resource and capacity management
- Process design
- Job design
- Service encounter design
- Scheduling
- Sustainability.
5 key competitive priorities in operations strategy
- Cost
- Quality
- Time
- Flexibility
- Innovation
5 examples of benefits in adopting technology
- Creates new industries and job opportunities
- Integrates supplies and value chain players
- Lowers cost
- Raise’s world’s standard of living
- Monitors the environment and health of the planet
5 examples of challenges in adopting technology
- Job shift and displacement
- Less opportunity for employee creativity and empowerment
- Protecting the employees and customers privacy and security
- Information overload
- Global outsourcing and impact on domestic job opportunities
4 principal types of processes that are used to produce goods and services
- Projects
- Job shop processes
- Flow shop processes
- Continuous flow processes
3 principal dimension of servicescape
- Ambient conditions
- Spatial layout functionality
- Signs, symbols, and artifacts
7 differences of good and services
Goods
1. Tangible
2. Demand is easier to predict
3. Can be stored as physical inventory
4. Products are paramount to success
5. Patents protect goods
6. Customers don’t participate in processing goods
7. Factories or warehouse does not need to be in close proximity to the customer
Services
1. Intangible
2. Demand is more difficult to predict
3. Cannot be stored as physical inventory
4. Service management skills are paramount to success
5. Patents do not protect goods
6. Customers participate in service processes, activities and transactions
7. Facilities need to be in close proximity to the customers
6 major activities in designing goods producing or service providing process
- Define the purpose and objectives of the process
- Create a current state or baseline map
- Create a future state map
- Identify and define the appropriate performance measures for the process
- Select the appropriate equipment and technology
- Develop an implementation plan
Perception of the benefits associated with a good, service or bundle of goods
Value
Set of tangible and intangible features
Customers benefit package
Represents a network of facilities and processes
Value chain
A subset of the value chain that focuses on physical movement
Supply chain
A sequence of activities that is intended to create a certain result
Processes
This framework emphasizes the comprehensive nature of the value chain
Input-output framework
Denotes a firms ability to achieve market and financial superiority over its competitors
Competitive advantage
To provides goods and services of value
Understanding customer wants and needs
A customer can determine prior to purchasing goods and services
Search attributes
Can be discerned only after purchase or during use
Experience attributes
Any aspects of good and services that customer must believe
Credence attributes
Represents the strategic emphasis that a firm places on certain performance
Competitive properties
Being able to use whatever goods and services the customer wants
Mass customization
The discovery and practical applications or commercialization
Innovation
A pattern or plan that integrates an organization major goals
Strategy
Process of determining long term goals
Strategic planning
Define the business in which the corporation will participate and develop plans
Corporate strategy
Are usually defined as families of goods or services having similar characteristics
Strategic business units
Define the focus for SBU’s
Business strategy
How an organization processes are designed
Operations strategy
Are the decisions management must make
Operations designed choices
Refers to physical products with embedded sensors that are connected to the internet
Internet of things
The enabler that makes today’s service and manufacturing systems operate
Technology
Refers to the equipment and devices that perform a variety of task
Hard technology
Refers to the application of the internet
Soft technology
Provides the ability to integrate all parts of the value chain through better management of data and information
Information technology
Machine tools, which enables the machinists skills to be duplicated
Numerical control
A programmable machine designed to handle materials or tools
Robot
Machines are nc machines whose operations are driven by a computer
Computer numerical control
Enables engineers to design, analyze test, stimulate and manufacture
Computer aided design
Involves computer control of the manufacturing process
Computer aided manufacturing
Consist of two or more computer controlled machines or robots linked my automated handling devices
Flexible manufacturing systems
Refers to using internet and technology to provide services
E- Service
A process concerned with the development of useable, aesthetically pleasing, functional products or services
Goods and service design
Output that can be produced, stored and transported
Manufactured goods
Process by which a model is constructed
Prototype testing
Method to align products and services with the customer needs
Quality function deployment
Customer requirements guiding the design process
Voice of the customer
Tool to visually map customer needs to technical features
House of quality
Ensuring design meets customer expectations
Design alignment
Design Blue prints specify a target dimension
Nominal
A range of permissible variations
Tolerance
Measured quality as variations from the target value of a design specification
Taguchi
Is the probability that manufactured good, piece of equipment or system
Reliability
Process of designing a product
Manufacturability
Design includes facility location and layout
Service delivery system
All the physical evidence a customer might use to form an impression
Servicescape
Made manifest by sight, sound, smell, touch and temperature
Ambient conditions
How furniture, equipment, and office spaces are arranged.
Spatial layout and functionality
The more explicit signals that communicate an image about a firm
Signs, symbols and artifacts
The selection of the types of process to be used to provide a product or service
Process choice design
Generally produced as one of a kind
Custom
Are configurations of standard parts
Option
Are made according to the fixed design
Standard
Are organized around particular types of general purpose
Job shop processes
Are larger scales customized iniatives
Projects
Are organized around a fixed sequence of activities
Flow shop processes
Creates highly standardized goods
Continuous flow processes
A characterization of product growth
Product life cycle
A simple formula that explains the relationship among flow time
Little’s law
It is a model that describes the alignment of process choice with the characteristics of the manufactures good
The product-process matrix
Predict the future demand
Forecasting
Manage the flow of materials
Supply chain management
Determine the best configuration of machines
Facility layout and design
Use technology to improve productivity
Technology selection
Ensure that goods, services and process will meet
Quality management
Coordinate the acquisition of materials
Purchasing
Ensure that the right amount of resources is available
Resources and capacity management
Select the right equipment
Process design
Decide the best way to asign people to work
Job design
Determine the best types of interaction between service providers
Service encounter design
Determine when resources such as employees and equipment should be assigned
Scheduling
Decide the best way to manage the risks associated with products
Sustainability
