Chapter 5: Operations Management Flashcards
Job production
Making one-off, specialised products for each customer.
Batch production
Groups of identical items that pass through different stages of the production process at the same time.
Operational efficiency
Producing goods and services to an acceptable standard with as few resources as possible to keep costs per unit low.
Unit costs
The average cost of making each unit.
Specialisation
Work is divided into separate tasks or jobs that allow workers to become skilled at one of them.
Information communication technology
The use of electronic technology to gather, store, process and communicate information.
Robot
A computer-controlled machine able to perform a physical task.
Computerised stock-control programs
The use of computers to keep records of all stocks and recorder necessary stock automatically.
Computer-aided design
Using computer-based tools to design products, such as buildings, cars and clothes.
Quality product
A good or service that meets customers’ expectations and is therefore ‘fit for purpose’
Customer expectations
The minimum quality standards for a product or service that is acceptable to consumers.
Quality assurance
A system of agreeing and meeting quality standards at each stage of production.
E-commerce
The buying and selling of goods and services over the internet.
Customer Service
Providing services to customers before, during and after purchase to standards that meet their expectations
Customer protection
Laws that protect the interests of consumers when buying goods or services
Sales of Goods Act 1979 and Supply of Goods and Services Act 1982
Goods and services must be as described, fit for purpose and made to a satisfactory quality
Consumer Protection Act 1987
Compensation must be paid to a consumer who suffers injury or damage to property when correctly using the good
Competition Act 1998
Businesses must not agree to fix prices at a high level with other similar businesses
Consumer Protection 2000
Protects consumers who purchase goods not in person and so businesses must give clear information and a cooling off period
Consumer Protection from Unfair Trading Regulations 2008
Advertisements must not be misleading or deceive and allow consumers to check price using comparison websites
