Chapter One

Question 1

The systemic design, direction, and control of processes that transform inputs into services and products for internal, as well as external customers

Answer 1

operations management

Question 2

The synchronization of a firm’s processes with those its suppliers and customers to match the flow of materials, services, and information with customer demand

Answer 2

supply chain management

Question 3

The critical dimensions that a process or supply chain must posses to satisfy its internal or external customers, both now and in the future

Answer 3

competitive priorities

Question 4

The cost, quality, time, and flexibility dimensions that a process or supply chain actually possesses and is able to deliver

Answer 4

competitive capabiltes

Question 5

A criterion customers use to differentiate the services or products of one firm from those of another

Answer 5

Order winner

Question 6

The means by which operations implements the firm’s corporate strategy and helps to build a customer-driven firm

Answer 6

operations strategy

Question 7

Minimal level required from a set of criteria for a firm to do business in a particular market segment

Answer 7

Order Qualifer

Question 8

The value of outputs (services an products) produced divided by the values of input resources (wages, costs of equipment, and so on)

Answer 8

Productivity