Operations Management- Ch.1

Front 1

Define "Operations Management"

Back 1

The systematic design, direction, and control of processes that transform inputs into services and products for internal, as well as external, customers

Front 2

2 key differences between service and manufacturing processes

Back 2

1- nature of their output
2- degree of customer contact

Front 3

qualities of processes

Back 3

-they should add value
-they can be broken down into subprocesses, which in turn can be broken down further
-any process that's part of a larger process is considered a "nested process"
-each process and each nested process has inputs and outputs

Front 4

Transformation (manufacturing) processes change the materials on one or more of the following 5 dimensions:

Back 4

1- physical properties
2- shape
3- fixed dimension
4- surface finish
5- joining parts and materials

Front 5

Define "core process"

Back 5

A chain of activities that delivers value to external customers.

Front 6

Define "support process"

Back 6

A process that provides vital resources and inputs to the core processes and therefore is essential to the mgmt of the business

Front 7

What are the 4 core processes?

Back 7

1. Customer Relationship Process
2. New Service/Product Development Process
3. Order Fulfillment Process
4. Supplier Relationship Process

Front 8

Productivity equation

Back 8

Output/Input

Front 9

Index for Labor Productivity

Back 9

output per person or per hour worked

Front 10

Index for Multifactor Productivity

Back 10

output provided by more than one resource. may be value of output divided by sum of labor, materials, and overhead costs

Front 11

What are 5 developments that spurred the need for sound global strategies?

Back 11

1. improved transportation and communications technologies
2. loosened regulations on financial institutions
3. increased demand for imported services and goods
4. reduced import quotas and other international trade barriers
5. comparative cost advantages

Front 12

Define "external customers"

Back 12

those who purchase the goods and services

Front 13

Define "internal customers"

Back 13

those who receive the output of others within the firm. they are part of the transformation process

Front 14

Define "value chain"

Back 14

an interrelated series of processes that produce a service or product to the satisfaction of customers
-may have core processes or support processes

Front 15

What are the types of OM decisions?

Back 15

-Strategic choices
-Process
-Quality
-Capacity, location, layout
-Operating decisions