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20 Cards in this Set
- Front
- Back
Operations and Supply Chain Management
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The design, operation, and improvement of the systems that create and deliver the firm's primary products and services.
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Operations
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The manufacturing and service processes that are used to transform the resources employed by a firm into products desired by customers.
ex. transforming steel to car chassis |
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Supply
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Processes that move information and material to and from the manufacturing and service processes of the firm
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Supply chain process: Planning
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-Determine processes needed to operate an existing supply chain strategically.
-Match Demand with Resources -Develop "metrics" to measure processes |
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Supply chain process: Sourcing
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-Select suppliers
-Open up transparency of pricing, delivery, payment -includes: shipments, verification of shipment, transfer of shipment, authorizing purchases/payments |
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Supply chain process: Making
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-Major product is produced
-Major service is provided -Measure with: speed, quality, and worker productivity |
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Supply chain process: Delivering
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-refers to the logistic processes
-the movement of products from warehouse to customers. -run the isys to manage receipt of orders from customers and collect payment |
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Supply chain process: Returning
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process for receiving worn out defective, and excess products back from customers.
-also to support customers who are having difficulty with products |
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Difference between goods and services: Service
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-intangible, can't be weighed or measured
-cannot be patented -requires more interaction between customer -heterogeneous. varies from day to day, hour to hour according to attitudes of customer/servers -perishable and time dependent. A service can't be stored... ex. flights |
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Difference between goods and services: Goods
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-tangible, measurable
-can be produced in a facility away from customer -more efficient that services, req's less interaction -can be homogeneous...all are same -can be stored, for later use |
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5 specs of service
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Supporting facility-location, decor, layout,
Facilitating goods- variety, consistency, quality of physical goods that go with service ex. food items that accompany a meal service Explicit-training of svc personnel, consistency of svc performance, availability and access to svc, comprehensive Implicit- Attitude of servers, atmosphere, waiting time, status, privacy, security and convenience |
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Pure Goods
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Food Products
chemicals book publishing |
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Core Goods
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Appliances
Data storage systems Automobiles |
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Core Services
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Hotels
Airlines Internet Service Providers |
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Pure Services
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Teaching
Medical Advice Financial Consulting |
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Servitization
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Process of building service activities into products
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Efficiency
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Doing something good at the lowest possible cost
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Effectiveness
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Doing the right things to create the most value for the company
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Value
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Quality (or benefit) divided by Price (or cost)
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Careers
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Specialize in the productions of goods and services
-work with people to achieve efficiency, effectiveness, and value in providing goods/services -COO |