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73 Cards in this Set
- Front
- Back
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arrival rate
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the rate (a) at which customers arrive at a service facility during a specified period
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calling population
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the source of customers to a waiting line
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channels
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the number of parallel servers
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finite queue
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a waiting line that has a limited capacity
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facilitating services
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services that support the delivery of services
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goods
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tangible objects that can be created and sold at a later date
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infinite queue
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a waiting line that grows to any length
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line of influence
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signs or activities that influences a customer to seek a service
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line of interaction
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point where a customer and service provider interact
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line of support
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point where a service provider interacts with support personnel
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line of visbibility
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separates front office and back office activities
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operating characteristics
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measures of waiting line perofrmance expressed as averages
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phases
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the number of sequential servers a customer must go through to receive service
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queue
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a single waiting line that forms in front of a service facility
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queue
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a single waiting line that forms in fron of a service facility
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queue discipline
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the order in which customers are served
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services
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acts, deeds or performances that provide value to the customer
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servicescapes
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the design of the physical environment(including signs, symbols and artifacts) in which a service takes place
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service blueprinting
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a specialized flow chart used for service processes
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services concept
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the purpose of a service; it defines the target market and the customer experience
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service package
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the mixture of physical items, sensual benefits, and psychological bneeifts provided to the customer
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service time
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the time required to serve a customer, the time period divided by service time yields the service rate (u)
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utilization factor (p)
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the probabilit the server is busy and the customer must wait
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balance delay
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the total idle time of an assembly line
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best operating level
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the percent of capacity utilization at which unit costs are lowest
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block diagram
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a schematic layout diagram that includes the size of each work area
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capacity
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the maximum pcability to produce
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capacity cushion
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% of capacity held in reserve for unepected occurrences
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capacity planning
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a long term strategic decision that establishes the overall level of productive resources for a firm
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cellular layout
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a layout that creates individual cells to process parts of customers with similar requirements
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cycle time
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the maximum amount of time an item is allowed to spend at each workstation if the targeted production rate is to be achived; also, the time between successive product completions
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diseconomies of scale
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when higher levels of output cost more per unit of produce
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economies of scale
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when it costs less per unit to produce higher levels of output
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facilility layout
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the arrangement of machines, departments, workstations, and other areas within a facility
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fixed-posiiton layout
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a layout in which the product remains at a stationary site for the entire manufacuturing cycle
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flexible manufacturing system(FMS)
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programmable equipment connected by an automated materaila-handiling system and controlled by a central computer
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line balancing
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a layout technique that attempts to equalize the amount of work assigned to each worksation on an assembly line
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mixed-model assembly line
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an assembly line that processes more than one product model
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muther's grid
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a formate for displaying manager preferences for dept locations
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precedence requirement
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physical restrictions ont he order in which operations are perofrmed
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process layout
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a layout that groupssimilar activities in a line according to the sequence of operations that are needed to assembl a particular product
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production flow analysis(PFA)
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a group technology technique the reorders part routing matrices to identify families of parts with similar processing requireements
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relationships diagram
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a schematic diagram that denotes location preference with different line thicknesses
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unit load
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the quantity in which material is normally moved such as unit at a time, a pallet, or a bin of material
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activiity
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perofrmance of an individual job or owrk effort that requires labor, resources and time and is subject to management control
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activity on arrow(AOA)
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a convention for consrucing a CPM/Pert network in which the branches between nodes represent project activities
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activiity on node (ADN)
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a convention for constructing a CPM/PERT network in which the nodes represent project activities
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backward pass
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starting at the end of a CPM/PERT network, a procedure for determinigng the latest activiity times
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beta distribution
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a probability distribution traditionally used in CPM/PERT for estimating the mean and variance of project activity
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crash cost
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the cost of reducing the normal activiity time
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crash time
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the amount of time an activity is reduced
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crashing
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a method for shortening the project duration by reducing the time of one of more ciritical activities at a cost
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critical path
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the longest path through a CPM/PERT network, indicating the minimum time in which a project can be completed
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CPM/PERT
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a project-scheduling technique in which activities are shown as a network that shows a procedence relationship but represent no passage of time
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earliest finish time(ef)
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the earlies time an activity can be completed
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earliest start time(es)
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earliest time an activity can begin subjec to proceeding activities
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earned value analysis(eva)
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a standard procedure for measuring a projects progress, forecasting it s completion time and cost, and measuring schedule and budget variation
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event
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the completion or beginning of an activity in a project
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forward pass
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starting at the beginning of a CPM/PERT network a procedure for determing earliest activity times
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gantt chart
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a graphical display using bars (or time lines) to show a the duration of project activities and precedence relationships
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latest finish time(LF)
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the latest time an activity can be completed and still maintian the project critical path time
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latest start time(LS)
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the latest time an activity can begin and not delay subsequent activities
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matrix organization
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an organizational strucuture of project teams that includes members from various functional areas in te company
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most likely time(m)
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the subjectiv estimate of the time that would occur most frequently if the activity were repeated many times
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optiistic time(a)
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the shortest possible time to complete the actiivty if everything went right
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pessimistic time (b)
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the longest possible time to complete the activity given that everything went wrong
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precedence relationship
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the sequential relationship of project activities to each other
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project
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a unique, one time operation or effort
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responsbility assignement matrix(RAM)
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shows who in the organization is responsible for doing the work in the project
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scope statement
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a document that provides an understanding justiifcation and expected result for the project
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slack
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the amount by which an actiivty can be delayed without delaying any of the activities that follow it or the projec tas a whole
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statement of work
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a written description of the objectives of a project
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work breakdown structure(WBS)
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a method for subdividing a project into different ierarchical levels of componenets
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