Chapter 3 Flashcards
A process with high customer contact where the service provider interacts directly with the internal or external customer
front office
A process with moderate levels of customer contact and standard services with some options available
hybrid office
A process with low customer contact and little service customization
Back office
A process with the flexibility needed to produce a wide variety of products in significant quantities, with considerable divergence in the steps performed
job process
A process that differs from the job process with respect to volume, variety, and quantity
Batch process
A process that lies between the batch and continuous processes on the continuum volumes are high and products are standardized which allows resources to be organized around particular products
Line process
The extreme end of high-volume standardized production and rigid line flow’s with production not starting and stopping for long time intervals
Continuous flow process
Economies that reflect the ability to produce multiple products more cheaply in combination than separately
Economies of scope
The mix of equipment and human skills in a process
Capital intensity
A manufacturing process that produces one type of part or product in a fixed sequence of simple operations
Fixed Automation
A manufacturing process that can be changed easily to handle various products
Flexible (or programmable) automation
The extent to which the process is highly customized with considerable latitude as to how its tasks are performed
Process Divergence
The customers, materials, or information move linearly from one operation to the next, according to a fixed sequence
Line Flow
The customers, materials, or information move in diverse ways with the path of one customer or job often crisscrossing the path that the next one takes
Flexible Flow
The strategy of delaying final activities in the provision of a product until the orders are received
Postponement
A strategy for producing a wide variety of products from relatively few sub-assemblies and components after the customer orders are received
Assemble to order Strategy
The fundamental rethinking and radical redesign of processes to improve performance dramatically in terms of cost, quality, service, and speed
Re engineering
A strategy that involves holding items in stock for immediate delivery, thereby minimizing customer delivery times
Make to stock strategy
A strategy used by manufacturers that make products to customer specifications in low volumes
Make to order strategy
Different operations within a facility with individualized competitive priorities processes and workforce’s under the same roof
Plants within plants
The strategy that uses highly divergent processes to generate a wide variety of customized products at reasonably low costs
Mass cusomization
The result of a firm’s splitting large plants that produced all the company’s products into several specialized smaller plants
Focused Factories
