Chapter 15- Operations, Quality, Productivity

Question 1

Classifying Operations Systems

Answer 1

• Tangibility of products: whether the products are tangible, intangible, or mixed
• Level of customer involvement: amount of input from customers, which determines whether operations are make to stock, assemble to order, or make to order
• Operations flexibility: amount of variety in the products an operation produces, which determines whether the products are produced continuously, repetitively, in batches, or individually
• Resources and technology management: process used to transform inputs into outputs and affects the way your firm operates

Question 2

Throughput Stages

Answer 2

Design -> Operations -> Sales -> Service

Question 3

80-20 Rule

Answer 3

20% of efforts produce 80% of results

Question 4

Five Rules of Customer Human Relations

Answer 4

1. Put people before things
2. Always be nice - no matter how busy you are
3. Take your time with people
4. Be polite; say “please” “thank you” and “you’re welcome”
5. Don’t discriminate with your service (treat everyone well)

Question 5

Quality Assurance VS Quality Control

Answer 5

Quality assurance relates to how a process is performed or how a product is made, quality control is more the inspection aspect of quality management