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83 Cards in this Set
- Front
- Back
- 3rd side (hint)
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The science and art ensuring that goods and services are created and delivered successfully to customers
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Operations management |
None |
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Three issues at the core of operations management |
Efficiency Cost Quality |
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Key activities of om |
Forecasting Purchasing Scheduling Supply chain management Quality management Resource&capacity management Job design Facility layout and design Process design Service encounter design Technology section Sustainability |
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Physical product that you can see touch or possibly consume
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Good |
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Product that typically lasts at least three years |
Durable good |
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Good that is perishable and generally lasts for less than three years |
Non durable good |
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Any primary or complementary activity that does not directly produce a physical product |
Service |
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Integrates marketing human resources and operations functions to plan create and deliver goods and services and their associated service encounters
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Service management |
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Interaction between the customer and the service provider |
Service encounter |
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Any episode transaction or experiences in which a customer comes into contact with any aspect of delivery system however remote and thereby has an opportunity to form an impression |
Moment of truth |
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Clearly defined set of tangible and intangible features that the customer recognizes,pays for,uses,or experiences |
CBP |
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Core offering that attracts customers and responds to their basic needs. |
Primary good or service |
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Those that are not essential to the primary good or service but enhance it |
Peripheral goods or services |
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Sequence of activities that is intended to create a certain result |
Process |
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Key business processes |
Value creation processes Support processes General management processes |
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Network of facilities and processes that describes the flow of materials,finished goods, services, information, and financial transactions from suppliers, through the facilities and processes that create goods and services, and those that deliver them to the customer |
Value chain |
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Refers to an organization's ability to strategically address current business needs and successfully develop a long term strategy that embraces opportunities and manages risk for all products systems supply chains and processes to preserve resources for future generations |
Sustainability |
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Three types of sustainability |
Environmental sustainability Social sustainability Economic sustainability |
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An organization's commitment to the long term quality of our environment |
Environmental sustainability |
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An organization's commitment to maintain healthy communities and society that improve the quality of life |
Social sustainability |
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An organization's commitment to address current business needs and economic vitality and to have the agility and strategic management to prepare successfully for future business,markets, and operating environments |
Economic sustainability |
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Process of transforming data into actions through analysis and insights |
Business analytics |
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Current challenges in om |
Technology Globalization Changing customer expectations Changing job designs Quality Global manufacturing |
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Perception of the benefits associated with a good,services,or bundle of goods and services |
Value |
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A competitively dominant customer experience |
Value proposition |
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The ___ of a value chain is the configuration of resources such as suppliers, factories, warehouses, distributors, technical support centers, engineering design and sales offices, and communication link |
Operational structure |
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Refers to the process of acquiring and consolidating elements of a value chain to achieve more control |
Vertical integration |
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Refers to acquiring capabilities toward suppliers |
Backward integration |
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Refers to acquiring capabilities toward distribution or even customers |
Forward integration |
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The process of having suppliers provide goods and services that were previously provided internally |
Outsourcing |
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The process of managing information, physical goods, and services to ensure their availability at the right place, at the right time, at the right cost, at the right quantity, and with the highest attention to quality |
Value chain management |
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The building, acquiring, or moving of process capabilities from a domestic location to another country location while maintaining ownership and control |
Offshoring |
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An organization that sources, markets, and produces its goods and services in several countries to minimize costs and to maximize profit, customer satisfaction, and social welfare |
Multinational enterprise |
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An approach to guide the design, creation, and marketing of goods and services by integrating the voice of the customer into all decisions |
Quality function deployment |
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Customer requirements as expressed in the customer's own terms |
Voice of the customer |
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Specific tools that determine customer requirements through the voice of customer, define technical requirements of the product, determine interrelationship between the technical requirements |
House of quality |
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Four phases QFD approach |
Product planning Assembly/part deployment Process planning Process/quality control |
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For manufactured goods, design blueprints specify a target dimension(nominal), along with a range of permissible variation |
Tolerance design |
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Probability that goods and services performs its intended function for stated period of time under specified operating condition |
Reliability |
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Technique for identifying how a product may fail; the effect of a failure on the customer; seriousness, likelihood of occurrence, and ability to detect a potential failure; cause of failure, and how it can be corrected by improving the design |
Design failure mode and effect analysis DFMEA |
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The process of designing a product for efficient production at the highest level of quality |
Design for manufacturability |
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The process of trying to simplify designs to reduce complexity and costs and thus improve productivity, quality, flexibility, and customer satisfaction |
Product simplification |
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The process of designing a product for efficient production at the highest level of quality |
Design for manufacturability |
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The explicit consideration of environmental concerns during the design of goods, services, and processes and includes such practices as designing for recycling and disassembly |
Design for environment |
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Includes facility location and layout , the servicescape, service process and job design, technology and information support systems, and organizational structure |
Service delivery system design |
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All the physical evidence a customer might use to form an impression. Also provides the behavioral setting where service encounters take place |
Servicescape |
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Provide service using simple designs |
Lean servicescape environments |
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Provide service using more complicated designs and service systems |
Elaborate servicescape environment |
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The activity of developing an efficient sequence of activities to satisfy both internal and external customer requirements |
Service process design |
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Focuses on the interaction, directly or indirectly, between the service-provider and the customer |
Service encounter design |
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Refers to the physical or virtual presence of the customer in the service delivery system during a service experience |
Customer contact |
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System in which the percentage is high |
High context system |
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System in which percentage is low |
Low context system |
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Measurable performance levels or expectations that define the quality of customer contact with representatives of an organization |
Customer contact requirements |
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Simply means giving people authority to make decisions based on what they feel is right ,to have control over their work, to take risks and learn from mistakes, and to promote change |
Empowerment |
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Any problem a customer has -real or perceived- with the service delivery system and includes terms such as service failure,error, defect, mistake, or crisis |
Service upset |
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Promise to reward and compensate a customer if a service upset occurs during the service experience |
Service guarantee |
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The process of correcting a service upset and satisfying the customer |
Service recovery |
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CBP feature that departs from the standard CBP and is normally location- or firm- specific |
Variant |
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The portion of the value chain that focuses primary on the physical movement of goods and materials, and supporting flows of information and financial transactions through the supply, production, and distribution processes |
Supply chain |
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Preproduction Services |
CBP design and configuration Corporate partnerships Customer financing Technical support and consulting Customer order entry Software and hardware licensing Promotion/Advertising |
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Post production Services |
Billing Installation,warranty,and field repair services Online training services Servicing loans/financing Return/Recycling Technical support |
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A value chain begins with suppliers who provide inputs that are transformed into value-added goods and services through processes that are supported by resources such as equipment and facilities, labor, money, and information. These goods and services are delivered or provided to customers and targeted market segments. |
Input-output model |
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Completing the ownership cycle for the good or services.____ services are focused on "gaining a customer". ____services focus on "keeping the customer". This view of the value chain emphasizes the notion that service is a critical component of traditional manufacturing process. |
Pre-and Postproduction Service Perspective |
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Process of moving operations back to company's domestic location |
Reshoring |
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Process by which a model(real or simulated) is constructed to test the product's physical properties or use under actual operating conditions, as well as consumer reactions to the___ |
Prototype testing |
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___,or ____are generally produced and delivered as one-of-kind or in small quantities, and are designed to meet specific customer's specifications |
Custom, make-to-order,goods and services |
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___, or ____ are configuration of standard parts, subassemblies, or services that can be selected by customers from a limited set. |
Option, assemble-to-order,goods and services |
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___,or _____ are made according to a fixed design, and the customer has no options from which to choose |
Standard, make-to-stock, goods and services |
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___,or _____ are made according to a fixed design, and the customer has no options from which to choose |
Standard, make-to-stock, goods and services |
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Large scale, customized initiatives that consist of many smaller tasks and activities that must be coordinated and completed to finish on time and within budget. |
Projects |
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Organized around particular types of general-purpose equipment that are flexible and capable of customizing work for individual customers |
Job shop processes |
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Organized around particular types of general-purpose equipment that are flexible and capable of customizing work for individual customers |
Job shop processes |
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Organized around a fixed sequence of activities and process steps, such as assembly line, to produce a limited variety of similar goods or services |
Flow shop processes |
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Create highly standardized goods or services, usually around the clock in very high volumes. |
Continuous flow processes |
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Requires understanding of national cultures and practices before extending firm's value chain to other nations |
Global Value Chain |
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Designing goods and services using recyclable and environmentally-friendly materials |
Sustainable Value Chain |
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Focused on producing or delivering an organization's primary goods or services, such as filling and shipping customer's order, assembling a dishwasher, or providing a home mortgage |
Value creation process |
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Purchasing materials and supplies used in manufacturing, managing inventory, installation, installation, health benefits, technology acquisition, day care on-site services, and research and development |
Support process |
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Purchasing materials and supplies used in manufacturing, managing inventory, installation, installation, health benefits, technology acquisition, day care on-site services, and research and development |
Support process |
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Process that includes accounting and information systems, human resource management, and marketing |
General management process |
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Enhances efficiency, especially for multiple site organizations |
Standardization |
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Important operational decision that affects the cost of operations, customer service, and sustainability |
Process design |
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