Chapter 1 SCM 352 Flashcards
______ is the science and art of ensuring that goods and services are created and delivered successfully to customers.
OPERATIONS MANAGEMENT
______ includes the design of goods, services, and the processes that create them; the day-to-day management of these processes; and the continual improvement of these goods, services, and processes.
OPERATIONS MANAGEMENT
_______ is a measure of how well resources are used in creating outputs.
EFFICIENCY
_______ predict the future demand for raw materials, finished goods, and services
FORECASTING
________ manage the flow of materials, information, people, and money from suppliers to customers.
SUPPLY CHAIN MANAGMENT
_______ determine the best configuration of machines, storage, offices, and departments to provide the highest levels of efficiency and customer satisfaction.
FACILITY LAYOUTY AND DESIGN
_______use technology to improve productivity and respond faster to customers.
TECHNOLOGY
______ ensure that goos, services, and processes will meet customer expectations and requirements.
QUALITY MANAGEMENT
________ coordinate the acquisition of materials , suppliues, and services
PURCHASING
_______ ensure that the right amount of resources (labor, equipment, materials, and information) is available when needed.
RESOURCE AND CAPACITY MANAGEMENT
______ select the right equipment, information, and work methods to produce high-quality goods and services efficiently.
PROCESS DESIGN
_____ decide the best way to assign people to work tasks and job responsibility.
JOB DESIGN
______ determine the best types of interavitions between services providers and customers, and how to recover from service upsets.
SERVICE ENCOUNTER DESIGN
______ determine when resources such as employees and equipment should be assigned to work.
SCHEDULING
____________ decide the best way to manage the risks associated with products and operations to preserve resources for future generations.
SUSTAINABILITY
A______ is a physical product that you can see, touch, or possibly consumer.
GOOD
List some examples of goods.
CELL PHONES, APPLIANCES, FOOD, FLOWERS, SOAP, AIRPLANES, FURNITURE, COAL, LUMBER, PERSONAL COMPUITERS, PAPER AND INDUSTRY MACHINES.
A ______ good is one that is no longer useful once it’s used, or lasts for less than three years.
NONDURABLE
A _______ good is one that does not quickly wear out and typically lasts at least three years.
DURABLE
A ____ is any primary or complementary activity that does not directly produce a physical product.
SERVICE
A _____ is an interaction between the customer and the service provider.
SERVICE ENCOUNTER
________ are any episodes, transactions, or experiences in which a customer comes into contact with any aspect of the delivery system, however remote, and thereby has an opportunity to form an impression.
MOMENTS OF EPISODES
______ integrates marketing, human resources, and operations functions to plan, create, and deliver goods and services, and their associated service encounters.
SERVICE MANAGEMENT
A _____ is a clearly defined set of tangible (goods-content) and intangible (service- content) features that the customer recognizes, pays for, uses, or experiences.
CUSTOMER BENEFIT PACKAGE
A ______ is the “core” offering that attracts customers and responds to their basic needs.
PRIMARY GOOD OR SERVICE
_______________ are those that are not essential to the primary good or service, but enhance it.
PERIPHERAL GOODS OR SERVICES
A ____ is a CBP feature that departs from the standard CBP and is normally location- or firm- specific.
VARIANT
______ refers to an organization’s ability to strategically address current business needs and successfully develop a long-term strategy that embraces opportunities and manages risk for all products, systems, supply chains, and processes to preserve resources for future generations.
SUSTAINABILITY
______ is an organization’s commitment to the long-term quality of our environment.
ENVIORNMENTAL SUSTAINABILITY
______ is an organization’s commitment to maintain healthy communities and a society that improves the quality of life.
SOCIAL SUSTAINABILITY
What is the triple bottom line referring to?
ECONOMIC, SOCIAL, AND ENVIORNMENTAL SUSTAINABILITY
_____ is a process of transforming data into actions through analysis and insights in the context of organizational decision making and problem solving
.
BUSINESS ANALYTICS
_______ is the practice of adding entertainment content to a bundle of goods and services in order to gain competitive advantage.
BIZTAINMENT
