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| activities producing intangible and tangible products, such as entertainment, transportation, and education |
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| activities producing tangible products, such as radios, newspapers, buses, and textbooks |
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| a product's ability to satisfy an human want or need |
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| systematic direction and control of the processes that transform resources into finished products that create value for and provide benefits to customers |
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| managers responsible for ensuring that operations processes create value and provide benefits to customers |
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| set of methods and technologies used to produce a good or service |
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| activities for one-of-a-kind or custom-made production |
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| activities for producing standardized products for mass production |
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| activities for producing standardized products for mass production |
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| level of customer contact in which the customer need not be part of the system to receive the service |
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| level of customer contact in which the customer is part of the system during service delivery |
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Term
| True or false: Whereas the tern 'production' refers primarily to the creation of physical goods, the term operations refers to activities for providing services to customers. |
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| an activity or process that production does especially well with high proficiency |
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| amount of a product that a company can produce under normal conditions |
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| physical arrangement of production activities that groups equipment and people according to function |
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| physical arrangement of production activities designed to make one type of product in a fixed sequence according to its production requirements |
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| product layout in which a product moves step by step through a plant on conveyor belts or other equipment until it is completed |
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| the combination of "characteristics of a product or service that bear on its ability to satisfy stated or implied needs" |
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| a dimension of quality that refers to how well a product does what its supposed to do |
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| a dimension of quality that refers to sameness of product quality from unit to unit |
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| master production schedule |
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Definition
| schedule showing which products will be produced, and when, in upcoming time periods |
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| a schedule showing daily work assignments with start and stop times for assigned jobs |
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| assigned working times in upcoming days for each employee on each work shift |
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| production schedule specifying the sequence of activities, time requirements, and critical path for performing the steps in a project |
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| process of monitoring production performance by comparing results with plans and taking corrective action when needed |
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| operations control activity for ensuring that production decisions are being implemented |
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| planning, organizing, and controlling the flow of materials from sources of supply through distribution of finished goods |
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| process of finding and choosing suppliers from whom to buy |
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| acquisition of the materials and service that a firm needs to produce its products |
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| activities in transporting resources to the producer and finished goods to customers |
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| storage of incoming materials for production and finished goods for distribution to customers |
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| receiving, storing, handling, and counting of all raw materials, partly finished goods, and finished goods |
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| a production system designed for smooth production flows that avoid inefficiencies, eliminate unnecessary inventories, and continuously improve production processes |
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| just-in-time (JIT) production |
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Definition
| a type of lean production system that brings together all materials at the precise time they are required at each production stage |
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Definition
| taking action to ensure that operations produce products that meet specific quality standards |
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| total quality management (TQM) |
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| the sum of all activities involved in getting high-quality goods and service into the marketplace |
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| principle of total quality management that holds that quality belongs to each person who creates it while performing a job |
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| competitive product analysis |
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| process by which a company analyzes a competitor's products to identify desirable improvements |
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| process of evaluating all work activites, materials flows, and paperwork to determine the value that they add for customers |
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| TQM tool in which collaborative groups of employees from various work areas work together to improve quality by solving common shared production problems |
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| program certifying that a factory, laboratory, or office has met the quality management standards set by the International Organization for Standardization |
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| certification program attesting to the fact that a factory, laboratory or office has improved its environmental performance |
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| business process reengineering |
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| the rethinking and radical redesign of business processes to improve performance, quality and productivity |
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| flow of information, materials and services that starts with raw materials and continues adding value through other stages in the network of firms until the product reaches the end customer |
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| supply chain management (SCM) |
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Definition
| principle of looking at the supply chain as a whole to improve the overall flow through the system |
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