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Operations - processes Flashcards

1
Q

define inputs

A

resources used in the transformation (production) process

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2
Q

define transformed resources

A

inputs that are changed or converted in the operations process i.e. they are transformed by the operations process

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3
Q

define transforming resources

A

inputs that carry out the transformation process. They enable change and value adding to occur

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4
Q

what are the two main transforming resources?

A
  • HR
  • facilities (plant and machinery used in operations processes)
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5
Q

what are the three main transformed resources

A
  • materials (raw and intermediate)
  • info (internal and external)
  • customers
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6
Q

qantas’s transformed resources

A

materials
- raw: fossil fuel
- intermediate: food ingredients, stationery and computers
information
- internal: financial and operational stats
- external: govt stats, market reports, media and academic papers
customers
- undergo transformation by having their location changed

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7
Q

qantas’s transforming resources

A

HR
- termed human capital eg. cleaner, pilot, baggage handler
facilities
- terminal buildings, aircraft, maintenance facilities

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8
Q

define the transformation process

A

the conversion of inputs (resources) into outputs (services) - this where the value adding occurs, change occurs, conversion occurs

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9
Q

what are the 4 concepts involved in the transformation process

A
  • 4 V’S
  • sequencing and scheduling
  • technology, task design and process layout
  • monitoring controlling and improving
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10
Q

what are the 4V’S

A

VOLUME, VARIETY, VARIATION IN DEMAND, VISIBILITY

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11
Q

what is volume

A

the mix of products made or services delivered → the more variety made, the more operations process needs to allow for variation

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12
Q

how does volume relate to qantas

A
  • High volume routes such as the sydney to melbourne route utilise large aircraft to lower unit costs - this route ranks as the second highest revenue generating route in the world
  • how many plane flights needed
  • how much food
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13
Q

what is variety

A

the mix of products made or services delivered → the more variety made, the more operations process needs to allow for variation

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14
Q

how does having low variety influence a business

A

Low variety will often allow a business to move towards achieving economies of scale - can bulk buy due to more standardised products

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15
Q

how does having a greater variety influence a business?

A

The greater the variety of choice the more the operations needs to allow for this variation and the greater the cost

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16
Q

how does variety relate to qantas

A
  • Qantas with its diverse range of destinations, necessitates a flexible transformation process, which can lead to higher unit costs
  • Difference in plane classes
  • Difference in costs eg. jetstar for lower budget
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17
Q

what is variation in demand

A

how demand changes over time eg. seasonal change can cause wide variations in demand.

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18
Q

how does variation in demand relate to qantas

A
  • Qantas anticipates increased demand during school holidays and special events
  • However unpredictable events eg. 9/11, the sars epidemic and covid, have led to sharp declines in airline bookings presenting more challenging management issues
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19
Q

what is visibility

A

refers to the nature and amount of customer contact (feedback). The more customer contact there is the more visible. Customer contact can directly or indirectly affect the transformation process

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20
Q

how does visibility relate to qantas

A

High visibility due to continuous customer interaction throughout the process, resulting in higher unit costs compared to manufacturing industries with lower visibility

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21
Q

differentiate between direct and indirect customer feedback

A

direct - surveys, feedback, warranty claims
indirect - sales and market share data

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22
Q

how does being able to predict the variation in demand influence

A

increase speed and efficiency objectives through more research

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23
Q

what does is the role of sequencing and scheduling

A

sequencing and scheduling refer to aspects that assist with the structure and ordering the transformation process

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24
Q

define sequencing

A

refers to the order in which activities in the operations process occur

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25
define scheduling
refers to the length of time activities take within the operations process
26
what is a gantt chart
its a horizontal bar chart and tool that seeks to estimate and track progress of projects - are used for any process that has several steps and involves a number of different activities that need to be performed
27
what does a gantt chart show
- activities that need to be performed - order in which activities should be performed - how long each activity is expected to take
28
benefits of gantt charts
- plan steps needed to complete a task and to specify time required for each task - makes it easy to monitor actual progress against planned activities HOWEVER does not show the relationship between the tasks, account for delays or prioritise certain tasks
29
what is CPA
a scheduling tool that shows - What tasks need to be done - How long they take - What order is necessary to complete them
30
what are the benefits of CPA
Enables operations managers to - Identify what needs to be done - Allow for consideration of timing of tasks - See order of activities needed - See which tasks can be performed simultaneously
31
qantas and sequencing and scheduling
Sequencing - Before an aircraft can take off, essential steps must be carried out eg. cleaning, refuelling and a thorough inspection by certified engineers Scheduling - Qantas flight schedule (as viewed by customers) - displays departures and arrival times → also encompasses the critical aspects of ensuring that every flight has the necessary components in place eg. pilots, cabin crew, catering, airport facility and engineering support - Moreover, certain routes and specific flight timewarrant the scheduling of additional flights - Qantas employ the sabre air flight suite systems, a sophisticated scheduling software to flight scheduling process, enabling swift turnaround times
32
what does technology refer to
refers to the use of machinery and systems that enable businesses to undertake the transformations process more effectively and efficiently
33
what are examples or production technologies
robotics, CAD, CAM
34
what are examples of service technologies
computers, tablets and phones phones printers, photocopiers, scan + facsimile machine
35
how does the use of technology impact operations processes in the manufacturing sector?
speeds up processes and enables a more a more complete utilisation of raw materials - makes operations processes more cost effective
36
how does the use of technology impact operations processes in the service sector?
- smart devices and office and communication technology have enabled whole markets to open up and allow for SMES to trade globally - more work in less time - work from home - more productivity
37
what is cad
computer aided design - creates products from a series of input parameters
38
what is cam
computer aided manufacture - software that controls the manufacturing process
39
how does CAD influence the transformation process
- assists in visualising the end product - it makes it easy to customise options that meet customer needs
40
how does CAM influence the transformation process
- can be used with CAD to allow the instantaneous production of designs that are accepted by clients - can be used to broadly to calculate the quantity of each input resource that would be required in production
41
what is task design
classifying jobs in a way that makes it easier to perform and and complete the task - involves job analysis and can be done after a skills audit is completed
42
how does task design influence transformation processes
it assists with staff recruitment as it groups skills and competencies
43
what is process production
high variety, low volume production
44
what is process layout
the arrangement of machines so that the machines and and equipment are grouped together by the function they perform
45
what is product production
manufacturing of high volume of constant quality goods
46
what is product layout
equipment arrangement relates to sequence of tasks
47
what is fixed position layout
product remains in one location due its weight or bulk
48
what is project production
deals with layout requirements for large scale bulky activities eg. construction of bridges, ships, aircrafts or buildings
49
what is the difference between process production, product production, and project production
process - equipment and machines grouped by function product - equipment and machines grouped by sequence project - large-scale bulky activities eg. aircraft or building construction
50
qantas and technology
- online check in, booking, electronic bag tags --> boost productivity --> replaces human capital
51
qantas and task design
- breaking down the transformation process into individual tasks --> HR and operations analyse and assess this breakdown to determine the required number of staff, necessary skills and potential training or retaining needs
52
qantas and process layout
- space for terminals, hangers and maintenance where operations occur is a significant expense for qantas --> an optimal process layout groups machines and equipment based on function - enabling efficient space and labour utilisation while eliminating bottlenecks
53
what is monitoring
the process of measuring actual performance against planned performance
53
how does monitoring impact the transformation process
gives operations managers a chance to see how business performance is going
54
what is control
occurs when KPIS are assessed against predetermined targets and corrective action is taken if needed
55
what are KPIS
key performance indicators
56
what is improvement
systematic reduction of inefficiencies and wastage, poor work processes and the elimination of any bottlenecks
57
what are bottlenecks
aspect of transformation process that slows down the overall processing speed leading to a backlog of incompletely processed products
58
why is improvement important to the transformation process
increases efficiency
59
qantas and monitoring, controlling and improving
- After creating a plan for the operations through sequencing and scheduling, each part of qantas’s operations must be monitored and controlled to ensure that the plan is adhered to - This involves detecting any discrepancies between planned and actual activities, taking corrective actions and imposing new plans if necessary eg. when border changes and covid restrictions occurred, qantas had to adjust schedules, ground the fleet and stand down staff
60
what are outputs
the end result of the business efforts - the final good or service provided to the customer
61
what is customer service
refers to how well a business meets and exceeds the expectations of customers in all aspects of the business
62
what are warranties
a promise made by the business that they will correct any defects in the goods or service they produce and deliver
63
how can customer service measure the effectiveness of outputs
Customer focus increasingly shapes operations processes, inputs, transformation processes and outputs that are all directed to meeting or exceeding customer expectations
64
how can warranties measure the effectiveness of outputs
Can measure the number of warranty claims to assess the effectiveness of operations processe
65
why is control important to the transformation process
it will indicate any problems so that corrective action can be taken

HSC business studies (17 decks)

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