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
