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Operations Management
Operations Management
36
Business
Undergraduate 3
01/11/2020
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Term
OM
 Definition
Operations Management
Term
SCM
 Definition
Supply Chain Management
Term
What accounts for 60-80% of the direct expenses that burden a profit
 Definition
Operations
Term
INPUT OR OUTPUT: PEOPLE
 Definition
INPUT
Term
INPUT OR OUTPUT: KNOWLEDGE
 Definition
INPUT
Term
INPUT OR OUTPUT: EQUIPMENT
 Definition
INPUT
Term
INPUT OR OUTPUT: FACILITIES
 Definition
INPUT
Term
INPUT OR OUTPUT: MATERIAL
 Definition
INPUT
Term
INPUT OR OUTPUT: SERVICES
 Definition
INPUT
Term
INPUT OR OUTPUT: ENERGY
 Definition
INPUT
Term
INPUT OR OUTPUT: TIME
 Definition
INPUT
Term
INPUT OR OUTPUT: $$$ (MONEY)
 Definition
INPUT
Term
INPUT OR OUTPUT: SERVICES (PROVIDED)
 Definition
OUTPUT
Term
INPUT OR OUTPUT: GOODS (SOLD)
 Definition
OUTPUT
Term
INPUT OR OUTPUT: INFORMATION (PROVIDED)
 Definition
OUTPUT
Term
INPUT OR OUTPUT: KNOWLEDGE (IMPARTED)
 Definition
OUTPUT
Term
What are the two components of strategy
 Definition
Direction and Implementation
Term
Operational Decision Areas
 Definition
Structural and Infrastructural
Term
Long term, high capital, less frequent decisions
 Definition
Structural
Term
Short term, more frequent, less capital
 Definition
Infratructural
Term
Competitive Priorities
 Definition
What the company would like to achieve: How they can compete and beat their competition
Term
Competitive Capabilities
 Definition
The unique processes, skills and knowledge that a company possesses to actually achieve and use to satisfy customers.
Term
Order Winner
 Definition
Characteristics causing customers to PREFER you over your competitors.
Term
Order qualifier
 Definition
Characteristics you need to have to be considered by potential customers.
Term
Order losers
 Definition
Characteristics you may have that may driver customers away!
Term
Kano Model
 Definition
Three levels of quality characteristics for customers (Must be, one dimensional, delighters)
Term
Must be (Kano MOdel)
 Definition
Mandatory characteristics taken for granted
Term
One dimensional (Kano Model)
 Definition
Customers look for these extras to differentiate the business form competitors
Term
Delighters (Kano Model)
 Definition
Surprises that are not expected
(But are often and soon DO become part of expectations)
Term
Core processes
 Definition
1. Customer relationship processes
2. New service/product development processes
3. Order fulfillment processes
4. Supplier relationships
Term
Customer relationship processes (Core Process)
 Definition
Identify, attract, and build relationships with external customers and facilitate the placement of orders.
Term
New service/product development processes (Core process)
 Definition
Design and develop new services or products from inputs received from external customer specifications.
Term
Order fulfillment processes (Core process)
 Definition
The activities required to produce and deliver the service or product to the external customers.
Term
Supplier relationship processes (Core process)
 Definition
Select suppliers of services, materials and information to facilitate the timely and efficient flow of these items into the firm.
Term
Manufacturing processes
 Definition
Change materials in one or more of the following dimensions: physical properties, shape, fixed dimensions, surface finish, joining parts and materials.
Term
Service processess
 Definition
Locational (transportation/logistics), exchange (retailing), storage-warehousing, physiological-(health care), information (exchange of data/information)
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