Intro to Business Chapter 9

operations management

applies many of the same techniques used in manufacturing companies to service

quality

consistently producing what the customer wants while reducing errors before and after delivery

production

creation of finished goods and services using the factors of production

ISO 14000 series

environmental management

quality control

focuses on inspecting output for errors and either fixing or scrapping the faulty output. the weakness with this approach is it does not improve quality

facility layout

focuses on the physical arrangement of resources including people to most efficiently produce goods and provide services

malcom baldrige national quality award

initiated in 1987 to motivate service and manufacturing companies in the US to focus on impairing the quality of products and services

The production process

inputs to production control to output

International organization of standardization (ISO)

is a nongovernmental organization established in 1947 to promote the development of world standards to facilitate the international exchange of goods and services

production process inputs

land labor capital entrepreneurship knowledge

JIT inventory control

production process in which a minimum of inventory is kept on the premises and parts supplies and other needs are delivered just in time to go on the assembly line

customer relationship management

provides a model for managing a companies interactions with current and future customers

ISO 9000 series

quality management

statistical process control

tests statistical samples of output at each stage of production process and looks for variations from quality standards

production management

the management activities that hemp firms create goods