chapter 1 Flashcards
is a physical product that you can see, touch, or possibly consume
good
the creation of goods and services
production
the set of activities that create value in the form of goods and services by transforming inputs into outputs
operations management
a global network of organizations and activities that supplies a firm with goods and services
supply chain
Provides the basis for future activities by developing strategies, goals and objectives and establishing guidelines, actions and schedules to meet them
planning
The process of bringing together the resources (people, material, equipment, technology, information and capital) necessary to perform planned activities
organizing
The process of turning plans into realities by assigning specific tasks and responsibilities to employees, motivating them and coordinating their efforts
directing (staffing/leading)
Evaluating performance and applying __corrective_ measures to ensure that plans are achieved
controlling
long term decisions and concern the determination of broad policies and plans for using the resources of a company to best support its long-term competitive strategy
strategic decisions
primarily address how to efficiently manage capacity, inventory and schedules within the constraints of previously made strategic decisions
tactical decisions
narrow and __short term_ by comparison and act under the operation constraints set out by the strategic and tactical management decisions
operations decisions
is a product that typically lasts at least three years
durable good
is perishable and generally lasts for less than three years
nondurable good
is any activity that does not directly produce a physical product
service
: the degree to which the output of a process meets customer requirements
quality
: the physical performance and characteristics of a good
good quality
: a good’s primary operating characteristics
performance
the “bells and whistles” of a good
features
the probability of a good’s surviving over a specified period of time under stated conditions of its use
reliability
: the degree to which physical and performance characteristics of a good match pre-established standards
performance
the amount of use one gets from a good before it physically deteriorates or until replacement is preferred
durability
: the speed, courtesy and competence of repair work
serviceability
how a good looks, feels, sounds, tastes or smells
aesthetics
consistently meeting or exceeding customer expectations (external focus) and service delivery system performance (internal focus) for all service encounters
service quality
physical facilities, uniforms, equipment, vehicles, and appearance of employees
tabgibles
willingness to help customers and provide prompt recovery to service upsets
responsiveness
knowledge and courtesy of the service-providers, and their ability to inspire trust and confidence in customers
assurance
caring attitude and individualized attention provided to its customers
empathy
are those attributes that a customer can determine prior to purchasing the goods and/or services
search attributes
: are those attributes that can be discerned only after purchase or during consumption or use
experience attributes
: are any aspects of a good or service that the customer must __believe____ in, but cannot personally evaluate even after purchase and consumption
credence attributes
: A measure of the effective use of resources, expressed as the ratio of output of a process to the input
productivity
: doing the job well, with a minimum of resources and waste
efficiency
Productivity is a ________ measure
relative
Productivity growth (decline) is the increase (decrease) in productivity from one ______ to the next relative to the productivity of the ______ period
period; previous
