Brainscape's Knowledge GenomeTM

Browse over 1 million classes created by top students, professors, publishers, and experts.


See full index

Operations Managment > Final Exam Review > Flashcards

Final Exam Review Flashcards

1
Q

Operations Management

A

The science and art of ensuring that goods and services are created and delivered successfully to customers

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
2
Q

Goods

A

A physical product that you can see, touch, or possibly consume

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
3
Q

Service

A

Any primary or complementary activity that does not directly produce a physical product

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
4
Q

Durable goods

A

Good that does not wear out quickly and typically lasts at least 3 years

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
5
Q

Non-durable goods

A

One that is no longer useful once it’s used, or lasts for less than 3 years.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

Customer Benefit Package

A

A clearly defined set of tangible (goods-content) and intangible (service-content) features that the customer recognizes, pays for, uses, or experiences.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
7
Q

Primary good/service

A

The ‘core’ offering that attracts customers and responds to their basic needs

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
8
Q

Peripheral goods/services

A

Nonessential to the primary good, but enhance it.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
9
Q

Variant

A

A CBP feature that departs from the standard CBP and is normally location or firm specific.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
10
Q

Core Process

A

Focused on producing or delivering an organization’s primary goods or services that create value for customers.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

Support processes

A

Purchasing materials and supplies used in manufacturing inventory, installation, etc.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
12
Q

General management processes

A

Accounting and information systems, human resources management, and marketing.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
13
Q

Value chain

A

Network of facilities and processes that describes the flow of goods and services.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
14
Q

Value

A

The perception of benefits associated with a good, service, or bundler of goods and services in relation to what buyers are willing to pay for them

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
15
Q

Supply chain

A

Portion of the value chain that focuses on the physical movement of goods and materials, and supporting flows of information and financial transactions through the supply, production, and distribution processes

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
16
Q

Vertical integration

A

Refers to the process of acquiring and consolidating elements of a value chain to achieve more control.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
17
Q

Outsourcing

A

The process of having suppliers provide goods and services that were previously provided internally

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
18
Q

Offshoring

A

Moving process capabilities from a domestic location to another country location while maintaining ownership and control

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
19
Q

Reshoring

A

The process of moving operations back to a company’s domestic location

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
20
Q

Three Waves of Outsourcing

A
  1. Goods producing jobs
  2. Simple service work
  3. Skilled knowledge work
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
21
Q

Flexibility

A

The ability to adapt quickly and effectively to changing requirements

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
22
Q

Design flexibility

A

Ability to develop a wide range of customized goods to meet different of changing customer needs

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
23
Q

Volume Flexibility

A

The ability to respond quickly to changes in the volume and type of demand

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
24
Q

Malcom Baldridge Performance Excellence Framework

A

Organization performance model that focuses on leadership driving the system that creates leaders

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
25
Q

The Balanced Scorecard

A

Organizational performance model that focuses on four perspectives to an organization’s strategy (financial, customer, innovation and learning, and internal perspectives)

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
26
Q

Value Chain Model

A

Organizational performance model that is centered around the value chain, stopping along points in the process to evaluate effectiveness.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
27
Q

The Service-Profit Chain

A

Organizational performance model based on set of cause-effect linkages between internal and external performance, with a special focus on customer interaction.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
28
Q

Interlinking

A

The quantitative modeling of cause-and-effect relationships between external and internal performance criteria

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
29
Q

Strategy

A

A pattern or plan that integrates an organization’s major goals, policies, and action sequences into a cohesive whole.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
30
Q

Operations strategy

A

How an organization will execute its chosen business strategies

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
31
Q

Competitive advantage

A

A firm’s ability to achieve market and financial superiority over its competitors

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
32
Q

Core competencies

A

The strengths that are unique to an organization

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
33
Q

Order qualifiers

A

Basic customer expectations; the minimum performance level required to stay in business

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
34
Q

Order winners

A

Good and service features and performance characteristics that differentiate one customer benefit package from another and win the customer’s business.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
35
Q

Search attributes

A

Attributes that a customer can determine prior to purchasing the good

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
36
Q

Experience attributes

A

Can be discerned only after purchase or during consumption or use

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
37
Q

Credence attributes

A

Any aspects of a good that the customer must believe in but cannot personally evaluate even after purchase and consumption

38
Q

Five competitive priorities

A
  1. Cost
  2. Quality
  3. Time
  4. Flexibility
  5. Innovation
39
Q

Hard technology

A

Refers to equipment and devices that perform a variety of tasks in the creation and delivery of goods/services

40
Q

Soft technology

A

Refers to application of the internet, software, and information systems to provide data, info, and analysis and to facilitate the accomplishment of creating and delivering goods and services

41
Q

Robots

A

A programmable machine designed to handle materials or tools in the performance of various tasks

42
Q

RFID Tags

A

Tiny computer chips that transmit radio signals to identify locations and track movements throughout the supply chain

43
Q

E-Service

A

Using the internet and technology to provide services that create and deliver time, place, info, entertainment, and exchange value to customers

44
Q

Scalability

A

A measure of the contribution margin required to deliver a good as the business grows and volumes increase

45
Q

Reliability

A

The probability that a manufactures good performs its intended function for a stated period of time under specified operating conditions

46
Q

How to improve reliability

A

Use better components or add redundant components

47
Q

Voice of the customer

A

Customer requirements, as expressed in the customer’s own words

48
Q

Quality function deployment

A

An approach to guide the design, creation, and marketing of goods by integrating the voice of the customer into all decisions

49
Q

House of quality

A

Relationship matrix used to analyze relationships to aid in quality function deployment

50
Q

Servicescapes

A

All the physical evidence a customer might use to form an impression.

51
Q

Custom (make to order)

A

Type of good that is generally produces and delivered as one of a kind or in small quantities, and are deisgned to meet specific customer specifications

52
Q

Option (assemble to order)

A

Type of good that is generally configurations of standard parts, subassemblies, or services that can be selected by customers from a limited set

53
Q

Standard (make to stock)

A

Type of good that is made according to a fixed design, and the customer has no options from which to choose

54
Q

Projects

A

Large scale, customized initiatives that consist of many smaller tasks and activities that must be coordinated and completed to finish on time and within budget (custom goods and services)

55
Q

Job shop processes

A

Organized around particular types of general-purpose equipment that are flexible and capable of customizing work for individual customers (custom or option type products)

56
Q

Flow shop processes

A

Organized around a fixed sequence of activities and process steps, such as assembly line, to produce a limited variety of similar goods (assembly line)

57
Q

Continuous flow processes

A

Create highly standardized goods, usually around the clock in high volumes

58
Q

Task

A

A specific unit of work required to create an output

59
Q

Activity

A

A group of tasks needed to create and deliver an intermediate or final output

60
Q

Process map

A

Describes the sequence of all process activities and tasks necessary to create and deliver a desired output or outcome

61
Q

Value Stream

A

Refers to all value-added activities involved in designing, producing, and delivering a good to customers

62
Q

Throughput

A

The avg. number of entities completed per unit time, the output rate, from a process

63
Q

Bottleneck

A

The work activity that effectively limits the throughput of the entire process

64
Q

Facility Layout

A

Refers to the specific arrangement of physical facilities

65
Q

Product layout

A

An arrangement based on the sequence of operations that is performed during the manufacturing of a good or delivery of a service

66
Q

Process layout

A

Consists of a functional grouping of equipment or activities that do similar work

67
Q

Cellular layout

A

The design is not according to the functional characteristics of equipment, but rather by self-contained groups of equipments (cells) needed for producing a particular set of goods or services.

68
Q

Job enrichment

A

Vertical expansion of job duties to give the worker more responsibility

69
Q

Job enlargement

A

Horizontal expansion of the job to give the worker more variety, but not necessarily more responsibility

70
Q

Work teams

A

Organizing workers into teams so that they are mutually responsible to each other

71
Q

Ergonomics

A

Concerned with improving productivity and safety by designing workplaces, equipment, etc. that take into account the physical capabilities of people

72
Q

Efficient supply chains

A

Designed for efficiency and low cost by minimizing inventory and maximizing efficiencies in the process flow.

73
Q

Responsive supply chains

A

Focus on flexibility and responsive service and are able to react quickly to changing market demand and requirements

74
Q

Push system

A

Produces goods in advance of customer demand using a forecast of sales and moves them through the supply chain to points of sale, where they are stored as finished goods inventory

75
Q

Pull system

A

Produces only what is needed at upstream stages in the supply chain in response to customer demand signals from downstream stages

76
Q

Postponment

A

The process of delaying product customization until the product is closer to the customer at the end of the supply chain

77
Q

Vendor Managed Inventory

A

Where the vendor (e.g. a consumer goods manufacturer) monitors and manages inventory for the customer (e.g. a grocery store)

78
Q

Capacity

A

Capability of a manufacturing or service resource to accomplish its purpose over a specified time period

79
Q

Economies of scale

A

Achieved when the avg. unit cost of a good decreases as the capacity and/or volume of throughput increases

80
Q

Diseconomies of scale

A

Occurs when the avg. unit cost of a good begins to increase as the capacity of throughput increase

81
Q

Focused factory

A

Factory focused on:

  1. Narrow range of goods
  2. Target market segments
  3. Dedicated processes to maximize efficiency
82
Q

Theory of constraints

A

Focuses on increasing total processes throughput by maximizing the utilization of all bottleneck work activities and workstations

83
Q

Safety capacity

A

Amount of capacity reserved for unanticipated events

  1. Demand surge
  2. Materials shortages
  3. Equipment breakdowns
84
Q

Planning horizon

A

Length of time on which a forecast is based

85
Q

Trend

A

Gradual upward or downward movement in demand

86
Q

Seasonal pattern

A

Repeatable up and down pattern. Not necessarily based on seasons of the year

87
Q

Cyclical pattern

A

Regular pattern over a long period of time. Similar to seasonal, but longer periods of time

88
Q

Random variation

A

Can’t be predicted. Unexplained deviation from a predictable pattern

89
Q

Irregular variation

A

One time variation that isn’t predictable, but explainable

90
Q

Independent Demand

A

Demand for a SKU that is unrelated to the demand for other SKUs and needs to be forecasted

91
Q

Dependent demand

A

Demand directly related to the demand for other SKUs and can be calculated without needing to be forecast

Operations Managment (1 decks)

Brainscape helps you reach your goals faster, through stronger study habits.
© 2024 Bold Learning Solutions. Terms and Conditions