M2 Flashcards
Wha term involves the use of an organization’s resources to provide something of value and are perhaps the least understood and managed aspect of a business.
Processes
The pattern of decisions made in managing processes so that they will achieve their competitive priorities.
Process Strategy
The documentation and detailed understanding of how work is performed and how it can be redesigned.
Process Analysis
What are some examples of the Managing processes for the process strategy and analysis?
Quality and Performance management
Capacity Planning
Constraint Management
Lean Systems
Project Managemeny
What are some examples of how firms can manage customer demand?
Forecasting demands
developing inventory plans and operating schedules
What are some examples of how firms can manage supply chains?
Designing an integrated and sustainable supply chain of connected processes between firms
What are the 4 basic process decisions?
Process Structure
Customer Involvement
Resource Flexibility
Capital Intensity
The process type relative to the kinds of resources needed, how resources are partitionedbetween them, and their key characteristics. This is known as
Process Structure
The physical arrangement of operations (or departments) relative to each other. This is known as a
Layout
What type of process decision reflects the ways in which customers become part of the process and the extent of their participation.
Customer Involvement
What type of process decision is the ease with which employees and equipment can handle a wide variety of products, output levels, duties, and functions.
Resource Flexibility
What type of process decision is the mix of equipment and human skills in a process. The greater the cost of equipment relative to the cost of labor, the greater is the capital intensity.
Capital Intensity
What is the term used to describe the extent to which the customer is present, is actively involved, and receives personal attention during the service process?
Customer Contact
What are the two characteristics of the customer-contact matrix process?
Process Divergence
Flow
The extent to which the process is highly customized with considerable latitude as to how its tasks are performed this is known as
Process Divergence
T/F- An examples of highly divergent service processes where many steps in them change with each customer are found in consulting, law, and architecture.
T/F- A service with low divergence, on the other hand, is repetitive and standardized. The work is performed exactly the same with all customers and tends to be less complex. Certain hotel services and telephone services are highly standardized to ensure uniformity.
Trueq
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. What type of process flow is described?
Flexible Flow
The customers, materials, or information move linearly from one operation to the next, according to a fixed sequence. What type of process flow is described?
Line Flow
What type of process has high customer contact where the service provider interacts directly with the internal or external customer.
A Front-Office
What type of process has moderate levels of customer contact and standard services with some options available.
Hybrid Office
What type of process has low customer contact and little service customization?
Back-Office
What 3 elements does the product-process matrix bring together?
Volume
Product Customization
Process Characteristics
The way of structuring the process by organizing resources around the process or organizing them around the products is known as a
Process Choice
What type of process creates the flexibility needed to produce a wide variety of products in significant quantities, with considerable divergence in the steps performed. Customization is high and volume for any one product is low.
Job Process
What is the most common kind of process?
Batch Process
What type of process differs from the job process with respect to volume, variety, and quantity. The primary difference is that volumes are higher because the same or similar products or parts going into them are produced repeatedly.
Batch Process
What process 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 flows, with production not starting and stopping for long time intervals. This is known as
Continous-Flow Process
Which strategy involves designing new products that do not currently exist, and then manufacturing them to meet unique customer specifications?
Design-to-order strategy
What strategy is used by manufacturers that make products to customer specifications in low volumes?
Make-to-order strategy
A strategy for producing a wide variety of products from relatively few subassemblies and components after the customer orders are received is known as?
Assemble-to-order strategy
The strategy of delaying final activities in the provision of a product until the orders are received is known as
Postponement
The strategy that uses highly divergent processes to generate a wide variety of customized products at reasonably low costs is known as
Mass Customization
A strategy that involves holding items in stock for immediate delivery, thereby minimizing customer delivery times is known as
Make-to-stock
A term sometimes used in the popular press for a line process that uses the make-to-stock strategy is known as
Mass Production
A workforce whose members are capable of doing many tasks, either at their own workstations or as they move from one workstation to another is known as
Flexible workforce
A system, process, or piece of equipment that is self-acting and self-regulating is known as
Automation
A manufacturing process that produces one type of part or product in a fixed sequence of simple operations is known as
Fixed Automation
A manufacturing process that can be changed easily to handle various products is known as
Flexible Automation
Versatile, computer-controlled machine programmed to perform various tasks is known as
Industrial Robot
Economies that reflect the ability to produce multiple products more cheaply in combination than separately is known as
Economies of Scope
T/F- Economies of Scope also applies to service processes
True
What term can be described as the fundamental rethinking and radical redesign of processes to improve performance dramatically in terms of cost, quality, service, and speed. It is about reinvention rather than incremental improvement.
Process Reengineering
What type of process is the systematic study of the activities and flows of each process to improve it. Its purpose is to “learn the numbers,” understand the process, and dig out the details
Process Improvement
What is Six Sigma’s process 5 step procedure?
Define
Measure
Analyze
Improve
Control
What are the 3 major techniques of Six Sigma that effectively define and measure processes?
Flowcharts
Work measurement techniques
Process Charts
A diagram that traces the flow of information, customers, equipment, or materials through the various steps of a process is known as
Flowchart
A visual representation that groups functional areas responsible for different subprocesses into lanes. It is most appropriate when the business process spans several department boundaries is known as
Swim Lane Chart
T/F- One of the most common used forms of flowchart is the swim lane flowchart
True
A special flowchart of a service process that shows which steps have high customer contact is known as a
Service Blueprint
A work measurement method using a trained analyst to perform four basic steps in setting a time standard for a job or process: selecting the work elements (or nested processes) within the process to be studied, timing the elements, determining the sample size, and setting the final standard is known as
Time Study
A database of standards compiled by a firm’s analysts for basic elements that they can draw on later to estimate the time required for a particular job, which is most appropriate when products or services are highly customized, job processes prevail, and process divergence is great is known as
Elemental Standard Data
A database approach that divides each work element into a series of micromotions that make up the element. The analyst then consults a published database that contains the normal times for the full array of possible micromotions is known as
Predetermined Data Method
the process of setting aside extra parts or raw materials to ensure there aren’t any delays or disruption in the production of finished goods in the event of a supply shortage or machinery breakdown is known as
Decoupling Inventory
Back offices typically emphasize:
A) high divergence and customization.
B) high customer contact and low cost operations.
C) low cost operations and on-time delivery.
D) on-time delivery and customization
C) low cost operations and on-time delivery.
the ease with which employees and equipment can handle a wide variety of products, output levels, duties, and functions is known as
Resource Flexibility
A job process should be preferred when:
A) customization is low and volume is high.
B) workforce and equipment are specialized.
C) customization is high and volume is low.
D) products are made to stock type.
C) customization is high and volume is low.
A process selected for reengineering should be a:
A)core process.
B) back office process.
C) front-office process.
D) hybrid office
A)core process.
A manufacturer that produces standard products in large volumes is likely to be using a(n):
A) make-to-order strategy.
B) make-to-stock strategy.
C) assemble-to-order strategy.
D) engineer-to-order strategy.
B) make-to-stock strategy.
