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20 Cards in this Set

  • Front
  • Back
Operations and Supply Chain Management
The design, operation, and improvement of the systems that create and deliver the firm's primary products and services.
Operations
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
Supply
Processes that move information and material to and from the manufacturing and service processes of the firm
Supply chain process: Planning
-Determine processes needed to operate an existing supply chain strategically.
-Match Demand with Resources
-Develop "metrics" to measure processes
Supply chain process: Sourcing
-Select suppliers
-Open up transparency of pricing, delivery, payment
-includes: shipments, verification of shipment, transfer of shipment, authorizing purchases/payments
Supply chain process: Making
-Major product is produced
-Major service is provided
-Measure with: speed, quality, and worker productivity
Supply chain process: Delivering
-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
Supply chain process: Returning
process for receiving worn out defective, and excess products back from customers.
-also to support customers who are having difficulty with products
Difference between goods and services: Service
-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
Difference between goods and services: Goods
-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
5 specs of service
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
Pure Goods
Food Products
chemicals
book publishing
Core Goods
Appliances
Data storage systems
Automobiles
Core Services
Hotels
Airlines
Internet Service Providers
Pure Services
Teaching
Medical Advice
Financial Consulting
Servitization
Process of building service activities into products
Efficiency
Doing something good at the lowest possible cost
Effectiveness
Doing the right things to create the most value for the company
Value
Quality (or benefit) divided by Price (or cost)
Careers
Specialize in the productions of goods and services
-work with people to achieve efficiency, effectiveness, and value in providing goods/services
-COO