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HSC business studies > Operations - processes > Flashcards

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
Q

define scheduling

A

refers to the length of time activities take within the operations process

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26
Q

what is a gantt chart

A

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

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27
Q

what does a gantt chart show

A
  • activities that need to be performed
  • order in which activities should be performed
  • how long each activity is expected to take
28
Q

benefits of gantt charts

A
  • 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
Q

what is CPA

A

a scheduling tool that shows
- What tasks need to be done
- How long they take
- What order is necessary to complete them

30
Q

what are the benefits of CPA

A

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
Q

qantas and sequencing and scheduling

A

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
Q

what does technology refer to

A

refers to the use of machinery and systems that enable businesses to undertake the transformations process more effectively and efficiently

33
Q

what are examples or production technologies

A

robotics, CAD, CAM

34
Q

what are examples of service technologies

A

computers, tablets and phones
phones
printers, photocopiers, scan + facsimile machine

35
Q

how does the use of technology impact operations processes in the manufacturing sector?

A

speeds up processes and enables a more a more complete utilisation of raw materials - makes operations processes more cost effective

36
Q

how does the use of technology impact operations processes in the service sector?

A
  • 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
Q

what is cad

A

computer aided design
- creates products from a series of input parameters

38
Q

what is cam

A

computer aided manufacture
- software that controls the manufacturing process

39
Q

how does CAD influence the transformation process

A
  • assists in visualising the end product
  • it makes it easy to customise options that meet customer needs
40
Q

how does CAM influence the transformation process

A
  • 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
Q

what is task design

A

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
Q

how does task design influence transformation processes

A

it assists with staff recruitment as it groups skills and competencies

43
Q

what is process production

A

high variety, low volume production

44
Q

what is process layout

A

the arrangement of machines so that the machines and and equipment are grouped together by the function they perform

45
Q

what is product production

A

manufacturing of high volume of constant quality goods

46
Q

what is product layout

A

equipment arrangement relates to sequence of tasks

47
Q

what is fixed position layout

A

product remains in one location due its weight or bulk

48
Q

what is project production

A

deals with layout requirements for large scale bulky activities eg. construction of bridges, ships, aircrafts or buildings

49
Q

what is the difference between process production, product production, and project production

A

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
Q

qantas and technology

A
  • online check in, booking, electronic bag tags
    –> boost productivity
    –> replaces human capital
51
Q

qantas and task design

A
  • 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
Q

qantas and process layout

A
  • 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
Q

what is monitoring

A

the process of measuring actual performance against planned performance

53
Q

how does monitoring impact the transformation process

A

gives operations managers a chance to see how business performance is going

54
Q

what is control

A

occurs when KPIS are assessed against predetermined targets and corrective action is taken if needed

55
Q

what are KPIS

A

key performance indicators

56
Q

what is improvement

A

systematic reduction of inefficiencies and wastage, poor work processes and the elimination of any bottlenecks

57
Q

what are bottlenecks

A

aspect of transformation process that slows down the overall processing speed leading to a backlog of incompletely processed products

58
Q

why is improvement important to the transformation process

A

increases efficiency

59
Q

qantas and monitoring, controlling and improving

A
  • 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
Q

what are outputs

A

the end result of the business efforts - the final good or service provided to the customer

61
Q

what is customer service

A

refers to how well a business meets and exceeds the expectations of customers in all aspects of the business

62
Q

what are warranties

A

a promise made by the business that they will correct any defects in the goods or service they produce and deliver

63
Q

how can customer service measure the effectiveness of outputs

A

Customer focus increasingly shapes operations processes, inputs, transformation processes and outputs that are all directed to meeting or exceeding customer expectations

64
Q

how can warranties measure the effectiveness of outputs

A

Can measure the number of warranty claims to assess the effectiveness of operations processe

65
Q

why is control important to the transformation process

A

it will indicate any problems so that corrective action can be taken

HSC business studies (17 decks)

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