Chapter 12 Flashcards
Service operations are more complicated than goods production in which four ways?
- The interaction with consumers
- The intangible and unstorable nature of some services
- The customer’s presence in the process
- Service quality considerations
When managing a large project, how can a PERT chart be utilized?
To identify the sequence of activities and the time needed to perform them
What is the purpose of a staff schedule?
To show upcoming work shifts for a firm’s employees
_______ is the step in materials management where managers acquire the raw materials they need to produce goods, such as leather for sofas.
Purchasing
In the process of materials management, what is the goal of purchasing?
To acquire needed raw materials
What refers to the activities in transporting resources to the producer and finished goods to customers?
Transportation
What is warehousing?
the storage of incoming materials for production and finished goods for distribution to customers.
What is the acquisition of the materials and services that a firm needs to produce its products.
Purchasing
What is inventory control?
the process of receiving, storing, handling, and counting of all raw materials, partly finished goods, and finished goods.
How does a business create time utility?
By making products available when consumers want them
What is process layout?
The physical arrangement of production activities that groups equipment and people according to function
What is supply chain management?
Evaluating and improving the overall stream of goods and processes among multiple companies that contribute to a finished product
What is used to show upcoming work shifts for a firm’s employees?
Staff schedule
Hector runs a pool maintenance company, going from one house to the next, adding chemicals, cleaning the pools, and making small repairs. Hector relies on a(n) ________ as part of his business model.
fixed-position layout
What is a low-contact system?
The level of customer contact in which the customer need not be part of the system to receive the service
The amount of product that a company can produce under normal conditions is its ________.
capacity
What is ISO 9000?
A program certifying that a factory, laboratory, or office has met the quality management standards set by the International Organization for Standardization
For a large project, managers should use a _______ to identify the sequence of activities, the time needed to perform the various activities, and the most time-consuming set of activities within the sequence.
PERT chart
What is the organization of production steps for a single product in a fixed sequence and according to production requirements?
Product layout
Keeping track of thousands of moving parts — planning, organizing, and controlling the flow of these parts — is known as .
materials management
A supply chain is the flow of information, materials, and services that starts with and continues adding value through other stages in the network of firms until the product reaches the end customer
raw-materials suppliers
What in inventory control is the process of finding and choosing suppliers of services and materials?
Supplier selection
When a theater offers midday, afternoon, and evening shows seven days a week, it creates _______ utility; it adds customer value by making products available when consumers want them.
time
With regard to materials management, a _______ will eliminate excess inventory.
lean production system