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Operations Mgmt.

Prof. Fandel; Chapter 1: Goods,Services, and Ops Management.

QuestionAnswer
Operations Management (OM) The science and art of ensuring that goods and services are created and delivered successfully to customers.
Three core issues of Operations Management: 1) Efficiency 2) Cost of Operations 3) Quality of goods and services
What do Operations Managers do? Forecasting, supply chain management, facility layout an design, tech selection, quality management, purchasing, resource and capacity management, process design, job design,service encounter design, scheduling, and sustainability.
Good A physical product that you can see, touch, or possibly consume. ex) Oranges, flowers, TVs, soap, etc.
Durable Good A product that typically lasts at least three years. ex) Vehicles, dishwashers, furniture, etc.
Non-durable Good A perishable product that generally lasts for less than three years. ex) Toothpaste, software, shoes,fruit, etc.
Service Any primary or complimentary activity that does not directly produce a physical product.
T/F: Both goods and services can be standardized or customized to individual wants and needs. TRUE.
T/F: Both goods and services are tangible. FALSE. Services are intangible.
T/F: The demand for goods is more difficult to predict than the demand for services. FALSE. Services are more difficult to predict.
T/F: Patents do not protect services. TRUE.
Service Management Integrates marketing, human resources, and operations functions to plan, create, and deliver goods and services, and their associated service encounters.
Service Encounter An interaction between the customer and the service provider.
Customer Benefit Package (CBP) A clearly defined set of tangible (goods-content) and intangible (service-content) features that the customer recognizes, pays for, uses, or experiences. *A combination of goods and services configured in a certain way to provide value to customers.
T/F: A CBP consists of a primary good or service, coupled with peripheral goods and/or service. TRUE.
Environmental Sustainability Practices: 1) Waste Management 2) Energy Optimization 3) Transportation Optimization 4) Air Quality 5) Sustainable Product Design
Social Sustainability Practices: 1) Product Safety 2) Workforce Health and Safety 3) Ethics and Governance 4) Community
Economic Sustainability Practices: 1) Performance Excellence 2) Financial Management 3) Resource Management 4) Emergency Preparedness
Environmental Sustainability An organization's commitment to the long-term quality of our environment.
Social Sustainability An organization's commitment to maintain healthy communities and a society that improves the quality of life.
Economic Sustainability 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.
Process A sequence of activities that is intended to create a certain result.
Value Creation Processes Processes focused on producing or delivering an organization's primary goods or services, such as filling and shipping a customer's order, assembling a dishwasher, or providing a home mortgage.
Support Processes Processes such as purchasing materials and supplies used in manufacturing, managing inventory, installation, health benefits, technology acquisition, day care on-site services, and research and development.
General Management Processes Processes including accounting and information systems, human resource management, and marketing.
Created by: KAzetapi
 

 



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