Managing Service and Manufacturing options

Question 1

managing the daily production of goods and services

Answer 1

operations management

Question 2

a measure of performance that indicates how many inputs it takes to produce or create and output

Answer 2

productivity

Question 3

a measure of performance that indicates how much of a particular kind of input it takes to produce an output

Answer 3

partial productivity

Question 4

an overall measure of performance that indicates how much labor, capital, materials, and energy it takes to produce an output

Answer 4

multifactor productivity

Question 5

a product or service free of deficiencies, or the characteristics of a product or service that satisfy customer needs

Answer 5

quality

Question 6

a series of five international standards, from ISO 9000 to ISO 9004, for achieving consistency in quality management and quality assurance in companies throughout the world

Answer 6

ISO 9000

Question 7

a series of international standards for managing, monitoring, and minimizing an organization’s harmful effects on the environment

Answer 7

ISO 14000

Question 8

an integrated, principle based, organization-wide strategy for improving product and service quality

Answer 8

Total quality management

Question 9

an organizational goal to concentrate on meeting customer needs at all levels of the organization

Answer 9

Customer focus

Question 10

an organizational goal to provide products or services that meet or exceed customers’ expectations

Answer 10

customer satisfaction

Question 11

commitment to constantly asses and improve the processes and procedures used to create products and services

Answer 11

continuous improvement

Question 12

a deviation in the form, condition or appearance of a product from the quality standard for that product

Answer 12

variation

Question 13

collaboration between managers and non managers, across business functions, and between companies, customers and suppliers

Answer 13

teamwork

Question 14

the quality of treatment of employees receive from management and other divisions of a company

Answer 14

internal service quality

Question 15

restoring customer satisfaction to strongly dissatisfied customers

Answer 15

service recovery

Question 16

a manufacturing operation that does not start processing or assembling products until a customer order is received

Answer 16

make to order operation

Question 17

a manufacturing operation that divides manufacturing processes into separate parts or modules that are combined to create semi customized products

Answer 17

assemble to order operation

Question 18

a manufacturing operation that orders parts and assembles standardized products before receiving customer orders

Answer 18

make to stock operation

Question 19

degree to which manufacturing can easily and quickly change the number, kind, and characteristics of the products they produce

Answer 19

manufacturing flexibility

Question 20

manufacturing operation that produces goods at a continuos, rather than discrete date

Answer 20

continuous flow production

Question 21

manufacturing process that are pre established, occur in a serial or linear manner, and are dedicated to making one type of product

Answer 21

line flow production

Question 22

a manufacturing operation that produces goods in large batches in standard lot sizes

Answer 22

batch production

Question 23

manufacturing operations that handle custom orders or small batch jobs

Answer 23

job shops

Question 24

amount and number of raw materials, parts, and finished products that a company has in its production

Answer 24

inventory

Question 25

the basic inputs in a manufacturing process

Answer 25

raw materials inventories

Question 26

basic parts used in manufacturing that are fabricated from raw materials

Answer 26

component parts inventories

Question 27

partially finished goods consisting of assembled body parts

Answer 27

work in process inventories

Question 28

final outputs of manufacturing operations

Answer 28

finished good inventories

Question 29

average overall inventory during a particular period

Answer 29

average aggregate inventory

Question 30

the point where a company runs out of finished product

Answer 30

stockout

Question 31

the number of times per year that a company sells or turns over its average inventory

Answer 31

inventory turnover

Question 32

costs associated with ordering inventory, data entry,phone calls, obtaining bids, correcting mistakes, and determining when and how much inventory to order

Answer 32

ordering cost

Question 33

costs of downtime and lost efficiency that occur when a machine is changed or adjusted to produce a different kind of inventory

Answer 33

setup cost

Question 34

cost keeping inventory until it is used or sold

Answer 34

holding cost

Question 35

cost incurred when a company runs out of a product

Answer 35

stockout cost

Question 36

system of formulas that minimizes ordering and holding costs and helps determine how much and how often inventory should be ordered

Answer 36

economic order quantity (EOQ)

Question 37

component parts arrive from suppliers just as they are needed at each stage of production

Answer 37

Just in Time (JIT) inventory system

Question 38

ticket based JIT system that indicates when to reorder inventory

Answer 38

Kanban

Question 39

production inventory system that determines production schedule, production batch sizes, and inventory needed to complete final products

Answer 39

Materials requirement planning (MRP)

Question 40

an inventory system in which the level of one kind of inventory does not depend on the other

Answer 40

independent demand system

Question 41

an inventory system in which the level of inventory depends on the number of finished units to be produced

Answer 41

dependent demand system