Operations Flashcards
Job Production
The process of production where products are made individually.
Batch Production
The process of production where one type of product is made and then production is switched to make a different product.
Flow production
Production of one product that takes place continuously using a production or assembly line. This is sometimes called mass production.
Automation
A production process involving machinery that is not controlled by a person but usually controlled by a computer.
Robotics
The use of robots in the process of production.
Product Processes
The three methods of processes of production - job, batch and flow.
Quality control
A system for inspecting the quality of the goods or services produced and that they are of a good standard. This is done by inspectors checking the work produced by staff.
Quality assurance
An approach that involves the whole business focusing on quality, thus aiming to prevent quality problems arising. Everyone is responsible for quality.
Quality
It is about a product being fit for purpose.
Returns
Goods which customers take back to the shop because there are problems with the quality of them.
Recalls
When a fault occurs with a product and the business asks for the product to be brought back so it can be repaired or replaced.
E-commerce
Bringing together of buying and selling electronically (buying online).
Customer service
The name given to an area of business that deals with customer enquiries.
Customer engagement
The contact between the business and customer.
Click and collect
Ordering online and collecting goods from store at a later time.
Face to face selling
Usually completed in a shop where there is direct contact between buyer and seller.
Telesales
Sales completed over the telephone.
After-sales service
Advice and help given to a customer after they have bought a product or service.
Product knowledge
The detailed knowledge of a product or service that staff within a business use to help persuade a customer to buy.
Fit for purpose
It means that goods must do what they are meant to do.
As described
It means that goods must be as the business described them.
Consumer law
The area of law which protects the customers of a business. This is mainly through the Consumer Rights Act of 2015.
Satisfactory quality of goods
It means that how the goods are made will reflect the price. A high priced product must be of high quality.
Reputation
A business is what customers say and feel about a business. Damage to a reputation can seriously affect a business.
