Chapter 13

Question 1

• The sharing of information between two or more individuals or groups to reach a common understanding

Increased efficiency in new technologies and skills
Improved quality of products and services
Increased responsiveness to customers
More innovation through effective communication

Answer 1

Communication

Good communication enabled

Question 2

Message encoding receiving decoding then reciever

Sends back in the____phase

Answer 2

The communication process:
Transmission phase
Feedback phase

Question 3

The encoding of messages into words, either written or spoken

The encoding of messages by means of facial expressions, body language, and styles of dress

Answer 3

Verbal and non verbal communication

Question 4

The amount of information that a communication medium can carry and the extent to which the medium enables the sender and receiver to reach a common understanding
Managers and their subordinates can become effective communicators by:
Selecting an appropriate medium for each message—there is no one “best” medium
Considering information richness
A medium with high richness can carry much more information to aid understanding.

Answer 4

Information richness

Question 5

Face-to-face communication technique in which a manager walks around a work area and talks informally with employees about issues and concerns

Answer 5

Management by wandering

Question 6

Raw, unsummarized, and unanalyzed facts(??)

Data that is organized in a meaningful fashion

Answer 6

Data

Information

Question 7

Quality
Timelness
Completeness
Relevance

Answer 7

Factors affecting the usefuleness of information

Question 8

The set of methods or techniques for acquiring, organizing, storing, manipulating, and transmitting information

A specific form of IT that managers utilize to generate the specific, detailed information they need to perform their roles effectively

Answer 8

Information Technology

Management Information System

Question 9

The way demand for a product changes in a predictable pattern over time

Answer 9

Product Life Cycle

Question 10

• Interlinked computers that exchange information
• Software that tells computer hardware how to run
• Software designed for a specific task or use
• Changes in meaning that occur as information passes through a series of senders and receivers

Answer 10

Network -
Operating System Software -
Applications Software -
Information Distortion -

Question 11

Commerce
Trade that takes place between companies using technology and the Internet to link and coordinate the value chains of different companies

An Internet-based trading platform set up to connect buyers and sellers in an industry

Trade that takes place between a company and individual customers using technology and the Internet

Answer 11

Business-to-Business (B2B) Commerce

B2B Marketplace

Business-to-Customer (B2C) Commerce

Question 12

• The management of any aspect of the production system that transforms inputs into finished goods and services
• The system that an organization uses to acquire inputs, convert inputs into outputs, and dispose of the outputs

Manager who is responsible for managing an organization’s production system and for determining where operating improvements might be made

Answer 12

Operations Management -
Production System -
Operations Manager -

Question 13

Goods and services that are reliable, dependable, or psychologically satisfying

Amount of inputs required to produce a given output

Action taken to meet the demands and needs of customers

Answer 13

Quality

Efficiency
Responsiveness

Question 14

Input stage
Conversion stage
Output stage

Answer 14

Production system

Question 15

• Technique that uses IT to develop an ongoing relationship with customers to maximize the value an organization can deliver to them over time

A firm that provides higher quality than others at the same price is more responsive to customers.

Higher quality can also lead to better efficiency through lower operating costs.

Answer 15

Customer Relationship Management (CRM) -

Quality

Question 16

• The operations management strategy whose goal is to design the machine-worker interface to increase production system efficiency

Answer 16

Facilities layout

Question 17

Operations management technique that attempts to reduce the setup costs associated with a production system

aims to reduce the time required to set up production equipment.
Redesigning the manufacturing process so that production equipment geared for manufacturing one product can be quickly replaced with equipment geared to make another product can dramatically reduce setup times and costs.

increases a company’s ability to be responsive to its customers.

Answer 17

Flexible Manufacturing -

Question 18

• The stock of raw materials, inputs, and component parts that an organization has on hand at a particular time

Inventory - A system in which parts or supplies arrive at an organization when they are needed, not before

Answer 18

Inventory -

Just-in-Time (JIT) Inventory -

Question 19

The fundamental rethinking and radical redesign of the business process to achieve dramatic improvement in critical measures of performance such as cost, quality, service, and speed

Answer 19

Process reengineering