Management Chapter 17 Quiz: Operations & Services
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Questions and Answers

What is the primary focus of operations management?

  • Maximizing inventory levels
  • Managing productive systems to create goods and services (correct)
  • Increasing the workforce size
  • Improving marketing strategies

    • Which of the following is NOT a typical decision made in operations management?

  • Market research analysis (correct)
  • Product quality management
  • Resource acquisition
  • Facilities management

    • What is the formula used to calculate productivity?

  • Productivity = Inputs / Outputs
  • Productivity = Outputs / Inputs (correct)
  • Productivity = Inputs + Outputs
  • Productivity = Outputs - Inputs

    • Which of the following strategies can provide a competitive advantage?

    <p>Product/service quality</p> Signup and view all the answers

    Which of the following accurately describes small-batch production?

    <p>Creating a variety of custom products tailor-made to order</p> Signup and view all the answers

    Value chain management primarily concerns which of the following?

    <p>Maximizing the efficiency of internal activities</p> Signup and view all the answers

    Which of the following is considered a core competency in achieving competitive advantage?

    <p>Speed to market</p> Signup and view all the answers

    Service technologies are essential for which of the following purposes?

    <p>To enhance customer interactions and service delivery</p> Signup and view all the answers

    What is the primary goal of inventory control?

    <p>Ensuring inventory meets performance needs</p> Signup and view all the answers

    Which technology focuses efforts on the specialized needs of clients?

    <p>Intensive technology</p> Signup and view all the answers

    What is the function of economic order quantity (EOQ) in inventory management?

    <p>Replenish inventory with a fixed quantity order</p> Signup and view all the answers

    Which of the following manufacturing trends allows for customization of mass-produced items?

    <p>Flexible manufacturing systems</p> Signup and view all the answers

    What does just-in-time scheduling aim to eliminate?

    <p>Carrying costs of inventories</p> Signup and view all the answers

    What aspect is primarily managed in supply chain management?

    <p>Resource suppliers</p> Signup and view all the answers

    What does break-even analysis determine?

    <p>The point where revenues cover costs</p> Signup and view all the answers

    What technology facilitates a mutual exchange of values?

    <p>Mediating technology</p> Signup and view all the answers

    What is the formula for calculating the Break-Even Point?

    <p>Fixed Costs / (Price – Variable Costs)</p> Signup and view all the answers

    Which of the following is primarily a goal of Total Quality Management (TQM)?

    <p>Continuous improvement and customer satisfaction</p> Signup and view all the answers

    What does Customer Relationship Management (CRM) primarily utilize to enhance customer interactions?

    <p>Latest technologies for communication and data collection</p> Signup and view all the answers

    Which of the following is NOT a focus of ISO certification?

    <p>Reducing operational costs</p> Signup and view all the answers

    Who is credited with emphasizing the importance of continuous quality improvement?

    <p>W.Edwards Deming</p> Signup and view all the answers

    What is one of the main definitions of external customers in an organization?

    <p>Individuals or groups using the organization's services or goods</p> Signup and view all the answers

    Continuous improvement in an organization is primarily characterized by what?

    <p>Innovating for operational efficiency</p> Signup and view all the answers

    Which principle is integral to total quality management?

    <p>Commitment to continuous improvement</p> Signup and view all the answers

    What is the primary purpose of a quality circle?

    <p>To improve quality through worker collaboration</p> Signup and view all the answers

    Which of the following best describes statistical quality control (SQC)?

    <p>A method utilizing statistical analysis to check quality standards</p> Signup and view all the answers

    What is the main goal of process reengineering?

    <p>To redesign and improve workflows</p> Signup and view all the answers

    What does process value analysis aim to achieve?

    <p>Evaluating core processes for performance contributions</p> Signup and view all the answers

    How does workflow impact the manufacturing or service delivery process?

    <p>It facilitates smooth movement of work at each stage</p> Signup and view all the answers

    What is a key step in reengineering core processes?

    <p>Evaluating tasks for their contribution to core processes</p> Signup and view all the answers

    What does Six Sigma represent in the context of quality control?

    <p>A benchmark for maximum allowed defects in a process</p> Signup and view all the answers

    What differentiates a work process from a workflow?

    <p>A work process consists of tasks that lead to a result of value.</p> Signup and view all the answers

    Study Notes

    PowerPoint Presentation on Management

    • The PowerPoint presentation accompanies a management textbook, specifically the Third Canadian Edition
    • The authors are John R. Schermerhorn, Jr. and Barry Wright
    • The presentation was prepared by Jim LoPresti (University of Colorado, Boulder) and revised by Dr. Shavin Malhotra (Ryerson University, Toronto, Ontario)
    • The presentation is published by Wiley

    Chapter 17: Operations and Services Management

    • This chapter focuses on Operations and Services Management
    • The chapter includes study questions

    Chapter 17 Study Questions

    • 17.1: Identify the essentials of services and operations management
    • 17.2: Explain value chain management
    • 17.3: Describe how organizations manage customer service and product quality
    • 17.4: Explain how work processes can be designed for productivity

    Operations Management Essentials

    • Operations management involves managing productive systems to transform resources into goods and services for customers
    • Key decisions include resource acquisition, inventory management, facility planning, workflow and technology, and product quality

    Productivity

    • Productivity is a quantitative measure of how efficiently inputs are transformed into outputs
    • Productivity = Output / Input

    Competitive Advantage

    • Competitive advantage is a core competency differentiating an organization from its competitors, providing an advantage in the marketplace

    Companies' Competitive Advantage

    • Various approaches include product innovations, customer service, speed to market, manufacturing flexibility, and product or service quality

    Technology

    • Technology combines knowledge, skills, equipment, computers, and methods to transform inputs into organizational outputs
    • Includes Manufacturing and Service technologies

    Core Manufacturing Technologies

    • Small-batch production: Tailoring a variety of custom products
    • Mass production: Creating large quantities of uniform products on an assembly line
    • Continuous-process production: Continuously feeding raw materials through automated systems with computerized controls
    • Robotics
    • Flexible manufacturing systems
    • Mass customization
    • Cellular layouts
    • Computer-integrated manufacturing
    • Lean production
    • Design for disassembly
    • Remanufacturing

    Core Service Technologies

    • Intensive technology: Specializing in client needs with expertise
    • Mediating technology: Linking parties for mutually beneficial exchanges
    • Long-linked technology: Passing clients through various service delivery aspects similar to mass production

    Value Chain Management

    • Value chain: A sequence of step-by-step activities resulting in finished goods or services with customer value

    • Supply chain management: Strategic management of all operations relating to an organization's resource suppliers

    • Inventory control: Ensuring inventory matches performance needs at the lowest possible cost

    • Methods: Economic order quantity (EOQ), Just-in-time scheduling

    • Break-even analysis: Determining the sales revenues needed to cover costs

    • Break-Even Point = Fixed Costs / (Price - Variable Costs)

    • Used in evaluating new products, initiatives

    Service and Product Quality

    • Customer relationship management (CRM) builds long-term customer relationships and adds value to customers

    • External customers: Purchase organization's goods or services

    • Internal customers: Depend on other departments' work

    • CRM Uses latest technologies for intensive customer communication and data collection. Establishes high standards of customer service

    • Total quality management (TQM): Integrates quality principles into organizational objectives, emphasizing continuous improvement, meeting customer needs

    • ISO (International Standards Organization) certification: A quality benchmark for countries. Companies undergo audits to meet standards.

    Quality, and Continuous Improvement

    • W. Edwards Deming emphasized constant innovation, statistical methods, training in quality assurance, continuous improvement, and quality circles

    Continuous Improvement

    • Constant search for new ways to enhance current performance
    • Reducing delivery cycle times between order receipt and delivery

    Quality Circle

    • Small groups of workers dedicated to improving quality
    • Assumes responsibility for quality. Leverages member creativity

    Statistical Quality Control

    • Rigorous statistical analysis for checking processes, materials, products, and services
    • Determines acceptability and takes corrective action. Includes sample checking, random sampling, and metrics determination
    • Six Sigma is a common example

    Work Processes

    • Process reengineering: Analyzing and redesigning work processes for improvement

    • Work process: A related group of tasks creating value for customers

    • Workflow: Movement of work from one point to another for manufacturing or service delivery

    • Process value analysis: Identifying and evaluating core processes based on performance contributions

    • Steps in reengineering core processes: Identifying core processes, mapping workflows & core processes, evaluating all core process tasks, eliminating unnecessary tasks, reducing delays/errors, and improving method for sharing work

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    Related Documents

    Management Textbook Chapter 17 PDF

    Description

    Test your understanding of Chapter 17 from the Third Canadian Edition of the management textbook by Schermerhorn and Wright. This chapter dives into Operations and Services Management, including concepts like operations essentials and value chain management. Answer study questions to reinforce your knowledge.

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