Chapter 11 Flashcards
Why is the operations management important?
(5 points)
1) Reduce costs.
2) Increase revenue.
3) Reduce amount of capital needed.
4) Improve productivity.
5) Help a business satisfy needs of customers effectively
Define operations management.
Operations management involves operations manager’s activities, decisions and responsibilities that tie with execution of operations.
What are the six main elements of customer needs?
Higher quality
Lower cost
Shorter time
Greater adaptability
Lower variability with respect to specifications
High level of service
What are the six general operations management performance objectives?
Do things right the first time
Do things cost effectively.
Do things quickly.
Make changes quickly.
Do things right every time.
Do things better.
What are the three main components of the transformation process/model?
Input, transformation process and output.
Define input, output and transformation.
Input are the resources to be transformed and resources needed for transformation to take place. Output refers to the final goods that are produced as a result of the transformation process transformation is the process of converting input to outputs.
What are the characteristics of different operations, i.e. the 4Vs?
Volume of output – number of items
Variety of output – range of different items
Variation of output – demand pattern
Visibility of output
What are the 5 different process types for manufacturers?
1) Project processes – tackled on a large scale.
2) Jobbing processes – conducted on a small scale with low volume of output
3) Batch processes – limited range of products manufactured (in batches).
4) Mass processes– production in high volumes, with little variety.
5) Continuous processes – volumes are greater than in mass production, very little variety.
What are the three different process types for service providers?
Professional services – high client contact
Service shops – fall between professional and mass services
Mass services – limited client contact
What are the two interdependent aspects of operations design?
Product design
Process design
What are the four different types of layout available for manufacturers?
Fixed-position layout
Process layout
Product layout
Cellular layout
Define job design.
Job design determines how workers perform the various daily tasks.
What is the purpose of operations planning and control?
To reconcile supply of products with demand in terms of volume, timing and quality.
Define capacity.
Capacity is defined as the maximum level of value added activity over a period of time that the process can achieve under the normal operating circumstances.
What are the three steps in planning and control?
Step one: marketing is responsible for determining the total demand by means of demand forecasting.
Step two: operations manager expected to have alternative plans to accommodate changes in demand.
Step three: most suitable approach must be chosen.
Define quality.
Quality is defined as consistent confirmation to customer’s expectations.
What are the 6 steps in quality planning and control?
1) Defining quality characteristics
2) Measuring quality characteristics
3) Setting standards for each quality characteristic
4) Controlling quality against set standards
5) Identifying and rectifying causes of poor quality.
6) Continuously improving quality
What is the difference between a breakthrough improvement and a continuous improvement approach?
In breakthrough improvement, there are dramatic and large scale changes in functioning of an operations process whereas, in continuous improvement, there are regular but smaller changes in the functioning of operations process.
What are the five types of operations failure?
Design failure
Facility failure
Staff failure
Supplier failure
Customer failure
What are the mechanisms to detect failure?
Process monitoring, complaints and feedback questionnaire from customers
Define TQM.
A management philosophy to satisfy needs of customers by means of high-quality products, it shifts responsibility for quality from operations function to entire business.
What are six components of TQM?
Systems
Commitment
Team
Communication
Culture
Techniques
