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Op & Quality Mgmt Ch 1

Operations management
the business function responsible for planning coordinating and controlling the resources needed to produce products and services for a company
Role of Operations Mgmt
Transforms inputs to out puts
Inputs
resources such as people, facilities, and processes, material, technology and information
Outputs
are finished goods and services
Three major business functions
-Finance
-Operations
-Marketing
Operations management transformation role
-to add value
-provide an efficient transformation
Efficiency
means performing activities well and at the lowest possible cost
Quasi-manufacturing
A company with a low customer contact that is capital intensive and large amount of inventory. Ex: Postal Services
Every business is managed through what three major functions?
Finance, Marketing and Operations management
What are companies that have low customer contact and are capital intensive; yet provide a service called:
Quasi-Manufacturing organizations
Strategic decisions determine the direction of
tactical decisions
Decisions within the OM function must be linked to
other business functions
Which of the following is not an input
a)services
b)managers
c)buildings
d)technology
e)information
a) services
Strategic decisions
Set the direction for the entire company. They are broad in scope and long term in nature. Less frequent.
Tactical decisions
Focus on specific day-to-day issues like resource needs, schedules and quantities to produce. More frequent.
Scientific management
Is an approach to management that focused on improving output by redesigning jobs and determining acceptable levels of worker output. (promoted by Frederick W.Taylor , Popularized Henry Ford)
Hawthorne studies
Are studies responsible for creating the human relations movement, which focused on giving more consideration to workers needs.
Human relations movement
Is a philosophy based on the recognition that factors other than money can contribute to worker productivity.
Job enlargement
is an approach in which workers are given a larger portion of the total task to do
Job enrichment
is an approach in which workers are given a greater role in planning
Management science
is a field of study that focuses on the development of quantitative techniques to solve operations problems.
Just-in-time (JIT)
is an all inclusive organizational philosophy designed to achieve high volume production through elimination of waste and continuous improvement.
Total quality management (TQM)
is a philosophy that seeks to improve quality by eliminating causes of product defects and by making quality the responsibility of everyone in the organization.
ISO 9000
is a global set of standards, with many companies requiring their suppliers to meet the standards as a condition for obtaining contracts.
Re-engineering
redesigning a company’s processes to make them more efficient
Flexibility
is an organized strategy in which the company’s attempt to offer a greater variety of product choices to its customers
Mass customization
is the ability of a firm to highly customize its goods and services at high volumes
Time-based competition
is an organizational strategy focusing on efforts to develop new products and deliver them to customers faster than competitors
Supply chain Management
Management of the flow of materials from suppliers to customers in order to reduce overall cost and increase responsiveness to customers
Global marketplace
is a trend in business focusing on customers , suppliers, and competitors from a global perspective
Sustainability
is a trend in business to consciously Reduce waste, Recycle, and Reuse products and parts.
ISO 14000
was developed by the international organization for the standardization (ISO) to provide guidelines and a certification program
Big data analytics
is applying mathematics and statistics to large volumes of structured and unstructured data to gain unprecedented business insights
Decisions within the OM function must

A: always be at the strategic level.
B: restricted to senior management only.
C: be linked to the other business functions.
D: is always easy to make.
E: is always driven by final costs.

c. be linked to the other business functions.
Big Data Analytics refers to the
A: practice of obtaining goods or services from an outside provider.
B: effort taken by businesses to consciously reduce waste, recycle, and reuse products and parts.
C: application of mathematics and statistics to large volumes of structured and unstructured data to gain unprecedented business insights.
D: philosophy that seeks to improve quality by eliminating causes of product defects and by making quality the responsibility of everyone in an organization.
E: use of Internet for conducting business activities, such as communication, business transactions, and data transfer.
C: application of mathematics and statistics to large volumes of structured and unstructured data to gain unprecedented business insights.
What are companies that have low customer contact and are capital intensive, yet provide a service, called?
A: pseudo-manufacturing organizations
B: quasi-manufacturing organizations
C: hierarchical manufacturing organizations
D: service factories
E: servifacturing organizations
B: quasi-manufacturing organizations
Which one of the following would NOT generally be considered to be a transformation?
A: a haircut
B: a train ride
C: manufacturing a radio
D: waiting to see the doctor
E: a surgery
D: waiting to see the doctor
Which business function is responsible for sales, generating customer demand, and understanding customer wants and needs?
A: finance
B: human resources
C: marketing
D: operations management
E: purchasing
C: marketing
Operations management personnel perform a variety of functions, including all of the following EXCEPT
A: analyzing production problems.
B: analyzing potential mergers.
C: developing forecasts.
D: developing employee schedules.
E: monitoring inventory.
B: analyzing potential mergers.
ISO 14000 standards provide guidelines for what?
A: business ethics
B: environmentally responsible actions
C: supplier certification
D: quality control
E: web site development
B: environmentally responsible actions
Management science is focused on
A: profit margin.
B: qualitative systems analysis.
C: management promotion metrics.
D: quantitative techniques for solving personnel issues.
E: quantitative techniques for solving operations problems.
E: quantitative techniques for solving operations problems.
Who created “scientific management”?
A: James Watt
B: Adam Smith
C: Eli Whitney
D: Frederick W. Taylor
E: Henry Ford
D: Frederick W. Taylor
Which of the following is NOT primarily performed by the operation management function?
A: job design and work measurement
B: advertising strategy
C: location analysis
D: quality management
E: facility layout
B: advertising strategy
Which business function is responsible for managing cash flow, current assets, and capital investments?
A: accounting
B: finance
C: marketing
D: operations management
E: purchasing
B: finance
Every business is managed through what three major functions?
A: accounting, finance, and marketing
B: engineering, finance, and operations management
C: accounting, purchasing, and human resources
D: accounting, engineering, and marketing
E: finance, marketing, and operations management
E: finance, marketing, and operations management

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