M4 - topi3 part 2 operations process Flashcards
what does task design involve
classifying job activities in a way that makes it easy for employee to complete
what is a skills audit
when a business ensure that the business has suitably skilled+trained staff
what is process layout
the arrangement of tools, machinery and equipment
what is process layout (2)
high variety,
low volume production
characteristics of the product layout (3)
has a sequence
low variety,
high volume
characteristics of the fixed position layout (2)
heavy/ items remain fixed
workers are scheduled
What is monitoring
the process of setting key performance Indicators(KPI’s) and measuring actual planned performance
what are some common KPI’s for operations (3)
lead and wait times
defect rates
repairs and warranty claims
what is control
the process of assessing KPI’s against predetermined targets
what does improvement refer to
the identifying of “bottle necks” to reduce waste and inefficiencies
what do bottle necks do
slow production and lead to a backlog of incomplete orders
what is continuous improvement
the ongoing commitment to achieve perfection
what is Kaizen
a approach of continuous improvement implemented by the Japanese, related to higher standards and the pursuit of hapiness
what is customer service
the ability of the business to meet and exceed the needs and wants of the customers
why is customer service important for businesses(2)
gives competitive advantage
increase in customer loyalty
