Operations Mgt Chapter 1

Front 1

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

Back 1

Operations Management

Front 2

Any activity or group of activities that takes one or more inputs, transforms them, and provides one or more outputs for its customers.

Back 2

Process

Front 3

A group of resources performing all or part of one or more processes.

Back 3

Operation

Front 4

An interrelated series of processes within and across firms that produces a service or product to the satisfaction of customers.

Back 4

Supply Chain

Front 5

The synchronization of a firm's processes with those of its suppliers and customers to match the flow of materials, services, and information with customer demand.

Back 5

Supply chain management

Front 6

A customer who is either a end user or an intermediary buying the firm's finished services or products.

Back 6

External Customers

Front 7

One or more emloyees or processes that rely on inputs from other employees or processes in order to perform their work.

Back 7

Internal Customers

Front 8

The business or individuals who provide the resources, services, products and materials for the firm's short-term and long-term needs.

Back 8

External Suppliers

Front 9

The employees or processes that supply important informatoin or materials to a firm's proccesses.

Back 9

Internal Suppliers

Front 10

The concept of a process within a process.

Back 10

Nested Process

Front 11

A set of activities that delivers value to external customers.

Back 11

Core Process

Front 12

A process that selects the suppliers of services, materials, and information and faclilitates the timely and efficient flow of these items into the firm.

Back 12

Supplier relationship process

Front 13

A process that designs and develops new services or products from inputs received from external customer specifications or from the market in general through the customer relationship process.

Back 13

New Service/Product Development Process

Front 14

A process that includes the activites required to produce and deliver the service or product to the external customer.

Back 14

Order Fulfillment Process

Front 15

A process that identifies, attracts, an builds relationships with external customers, and facilitates the placement of orders by customers, sometimes referred to as customer relationship management.

Back 15

Customer Relationship Process

Front 16

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

Back 16

Support Process

Front 17

The means by which operatoins impplements the firm's corporate strategy and helps to build a customer driven firm.

Back 17

Operations Strategy

Front 18

The unique resources and strengths that an organization's management considers when formulating strategy.

Back 18

Core Competencies

Front 19

The elapsed time between the receipt of a customer order and filing it.

Back 19

Lead Time

Front 20

The critial dimensions that a process or supply chain must possess to satisfy its internal or external customers,, both now and in the future.

Back 20

Competitive Priorities

Front 21

The cost, quality, time and flexibility dimensions tha a process or supply chain actually possesses and is able to deliver.

Back 21

Competitive Capabilities

Front 22

A strategy that focuses on the competitive priorities of delivery speed and development speed.

Back 22

Time-based competition

Front 23

A criterion customers use to differentiate the services or products of one firm from those of another.

Back 23

Order Winner

Front 24

A demonstrated level of performance of an order winner that is required for a firm to do business in a particular market segment.

Back 24

Order Qualifier

Front 25

The value of outputs produced divided by the values of input resources (wages, costs of equipment)

Back 25

Productivity