Man3504 Quiz 1 Set 1

Front 1

Science and art of ensuring that goods and services are created and delivered successfully to customers.

Back 1

operations management

Front 2

the central activity of the firm
The activities that produce the “product” to be sold to the customers

Back 2

operations

Front 3

The activity that attracts customers

Back 3

operations

Front 4

The activities that customers are willing to give us money for.

Back 4

operations

Front 5

Planning
Organizing
Directing
Controlling

Back 5

management

Front 6

activity that does not directly produce a physical product

Back 6

services

Front 7

a physical product
can hold it in your hand

Back 7

good

Front 8

the marketing of the service is tied very closely to the

Back 8

creation of the service.

Front 9

T/F Separating marketing and operations is impossible in services

Back 9

True

Front 10

Challenges of OM

Back 10

Technology

Globalization

Changing customer expectations

A changing workforce

Front 11

is a physical product that you can see, touch, or possibly consume.
Durable and non-durable

Back 11

a good

Front 12

is any primary or complementary activity that does not directly produce a physical product.

Back 12

a service

Front 13

similarities between goods and services

Back 13

Goods and services provide value and satisfaction to customers who purchase and use them.
They both can be standardized or customized to individual wants and needs.
A process creates and delivers each good or service, and therefore, OM is a critical skill.

Front 14

A service often includes a -------
An interaction between the customer and the service provider.

Back 14

service encounter

Front 15

Service encounters consist of one or more

Back 15

moments of truth

Front 16

any episodes, transactions, or experiences in which a customer comes into contact with any aspect of the delivery system, however remote, and thereby has an opportunity to form an impression of the business.

Back 16

moments of truth

Front 17

is a clearly defined set of tangible (goods-content) and intangible (service-content) features that the customer recognizes, pays for, uses, or experiences.

Back 17

customer benefit package

Front 18

customer benefit package consists of

Back 18

a primary good or service (core) &
peripheral goods and/or services (enhancements).

Front 19

Competitive success will be greatly affected by:

Back 19

how well the CBP matches customers needs and wants,
&
how well the operation system provides the CBP

Front 20

Integration, outsourcing, offshoring

Back 20

issues in value chain design

Front 21

The underlying purpose of every organization is to

Back 21

provide value to its customers and stakeholders.

Front 22

is the perception of the benefits associated with a good, service, or bundle of goods and services (i.e., the customer benefit package) in relation to what buyers are willing to pay for them.

Back 22

value

Front 23

The decision to purchase a good or service, or a customer benefit package, is based on an assessment by the customer of the perceived benefits in relation to its price.

Back 23

value chains

Front 24

The customer's cumulative judgment of the perceived benefits leads to either satisfaction or dissatisfaction.

Back 24

value chains

Front 25

If the value ratio is high, the good or service is perceived

Back 25

favorably by customers

Front 26

is a network of facilities and processes that describes the flow of goods, services, information, and financial transactions from suppliers through the facilities and processes that create goods and services and deliver them to customer.

Back 26

a value chain

Front 27

– sequence of activities intended to create a certain result

Back 27

process

Front 28

creating the goods and/or services

Back 28

value creation process

Front 29

purchasing, technology acquisition, etc

Back 29

support processes

Front 30

accounting, human resources, etc

Back 30

general management process

Front 31

refers to the process of acquiring and consolidating elements of a value chain to achieve more control.
backward or forward

Back 31

vertical integration

Front 32

is the process of having suppliers provide goods and services that were previously provided internally

Back 32

outsourcing

Front 33

Control of supply side (e.g., raw materials)

Back 33

backward

Front 34

Control of distribution side

Back 34

forward integration

Front 35

Hiring suppliers to provide goods and services that were once internal

Back 35

outsourcing

Front 36

Building , moving or acquiring process capabilities in foreign lands while maintaining ownership and control

Back 36

offshoring

Front 37

three waves of outsourcing

Back 37

goods-producing jobs

simple service work

skilled knowledge work