MGMT 309 Exam 3

What is another form of organizational communication associated with management wandering around?

-A related aspect is the informal interchange among employees that takes place outside the workplace. -These meetings promote a strong culture and enhance understanding of how the organization works.

Computer-assisted manufacturing

-A technology that relies on computers to design or manufacture products -one type is CAD -CAD is usually combined with computer-aided manufacturing (CAM) to ensure that the design moves smoothly to production -FMS

Many firms place the task of developing a formal information system on the ____

-Chief information officer (CIO)

Horizontal communcation

-Communication that flows laterally within the organization; involves colleagues and peers at the same level of the organization and may involve individuals from several different organizational units -occurs more among managers than nonmanagers

Individual skills to overcome barriers in communication

-Develop good listening skills -Maintain credibility -Be sensitive to receiver's perspective -Be sensitive to sender's perspective

purpose and source of control work in process

-Enable overall production to be divided into stages of manageable size -source: shop-floor control systems

Organizational skills to overcome barriers in communication

-Follow up -Encourage two-way communication -Regulate information flows -Be aware of language and meaning -Understand the richness of media

Written communication disadvantages

-Inhibits feedback and interchange. -More difficult and time consuming.

Operations Management

-Is the total set of managerial activities used by an organization to transform resource inputs into products, services, or both. -is at the core of what organizations do as they add value and create products and services. -provides form utility in manufacturing -provides time and place utility in service

Operations management is very important because

-It directly impacts competitiveness, quality, and productivity. -It directly influences the organization's overall effectiveness. -Strategy affects operations management and operations management affects strategy.

Oral Communication Disadvantages

-May suffer from inaccuracy. -Does not allow for considered responses. -Lacks a permanent record.

purpose and source of control finished goods

-Provide ready supply of products on customer demand and enable long, efficient production runs -source: High-level production scheduling systems in conjunction with marketing

Purpose and source of raw materials

-Provide the materials needed to make the product -source: purchasing models and systems

Capacity

-The amount of products, services, or both that can be produced by an organization -based on demand

Communication network

-The pattern through which the members of a group communicate -various patterns exist

Layout

-The physical configuration of facilities, the arrangement of equipment within facilities, or both -product, process, fixed-position, cellular

Facilities

-The physical locations where products or services are created, stored, and distributed -pertain to facility location and layout

The Communication Process

-The process begins when the sender wants to transmit a message to the receiver. -The sender encodes the meaning. -The sender transmits the message. -The message is received and decoded back. -If prompted, the cycle begins again.

Choosing the right form

-The situation determines the best medium. -Oral communication is better when the message is personal, nonroutine, and brief. -Written communication is better when the message is impersonal, routine, and longer. -Managers can combine media to capitalize on the advantages of each.

Written communication Advantages

-Usually accurate and allows receiver review. -Provides a permanent record. -Preferable when important details are involved.

Computer-integrated manufacturing

-allows for coordination of CAD and CAM.

Manufacturing technology types

-automation -computer assisted manufacturing -robot

Circle

-closes chain pattern

Individual Barriers

-conflicting or inconsistent signals -credibility about the subject -reluctance to communicate -poor listening skills -predispositions about the subject (going in with an opinion about the person)

Upward communication

-consists of messages from subordinates to superiors. -More subject to distortion than downward communication. -subordinates may withhold info that makes them look bad

______ networks work best for complex and nonroutine tasks

-decentralized

Product-service mix

-determines How many and what kinds of products or services (or both) to offer -based on corporate, business and marketing strategies

Purpose and source of control in transit (pipeline)

-distribute products to customers -source of controls

The goal of operations managers includes both _____ and _______.

-efficiency -effectiveness

Digital communication

-faster but losing interpersonal relationship skills -formal information systems -personal electronic technology

types of informal communication in organizations

-grapevine -management by wandering off -nonverbal communication

Just-in-time method (JIT)

-has necessary materials arriving as soon as they are needed so the production process is uninterrupted. -Reduces investment in storage space and material costs. -Requires high levels of coordination and cooperation.

3 kinds of nonverbal communication

-images -settings -body language

Manufacturing

-is a form of business that combines and transforms resources into tangible outcomes that are then sold to others -decline in 70s because of foreign competition

Managing the grapevine

-maintain open channels of communication, -respond vigorously to inaccurate information, -use the grapevine to enhance communication.

Interpersonal relations fall on what two continua?

-personal/impersonal -positive/negative

They use communication to carry out what basic management functions?

-planning, organizing, leading and controlling

Personal electronic technology

-primarily email and cell phones -cottage industry -convenient but can be stressful -come at the expenses of face-to-face meetings -makes it more difficult to build a strong culture or develop solid relationships

Types of decisions to be made in designing operations systems

-product-service mix -capacity -facilities

What must the manager pay attention to in purchasing management?

-quality, reliability of the supplier, and getting the best financial terms.

Inventory types

-raw materials -work in process -finished goods -in transit (pipeline)

Possible outcomes of interpersonal relations

-satisfying needs, gaining social support, creating energy, or creating conflict.

Organizational barriers

-semantics -status or power differences -different perceptions -noise -overload -language differences

Oral communication

-takes place in face-to-face conversations, group discussion, telephone calls, and other time when the spoken word is used

Computer-aided manufacturing (CAM)

-uses computers to plan and control the process

What are the types of communication networks?

-wheel -Y -chain -circle -all channel

Grapevine increasing because why?

1. recent increase in merger, acquisition, and takeover activity. Because such activity can greatly affect the people within an organization, it follows that they may spend more time talking about it 2. as more and more corporations move facilities from inner cities to suburbs, employees tend to talk less and less to others outside the organization and more and more to one another.

8 dimensions of quality

1.Performance. A product's primary operating characteristic; examples are automobile acceleration and a television's picture clarity 2. Features. Supplements to a product's basic functioning characteristics, such as power windows on a car 3. Reliability. A probability of not malfunctioning during a specified period 4. Conformance. The degree to which a product's design and operating characteristics meet established standards 5. Durability. A measure of product life 6. Serviceability. The speed and ease of repair 7. Aesthetics. How a product looks, feels, tastes, and smells 8. Perceived quality. As seen by a customer

Fixed-position layout

A physical configuration of facilities arranged around a single work area; used for the manufacture of large and complex products such as airplanes

Process Layout

A physical configuration of facilities arranged around the process; used in facilities that create or process a variety of products

Product Layout

A physical configuration of facilities arranged around the product; used when large quantities of a single product are needed

Cellular layouts

A physical configuration of facilities used when families of products can follow similar flow paths

Performance

A product's primary operating characteristic; examples are automobile acceleration and a television's picture clarity

grapevine

An informal communication network among people in an organization -spreads gossip -can't be eliminated -is increasing -gossip chain -cluster

service organization

An organization that transforms resources into an intangible output and creates time or place utility for its customers -account for 80% of the private GDP

Robot

Any artificial device that is able to perform functions ordinarily thought to be appropriate for human beings

Nonverbal communication (informal communications)

Any communication exchange that does not use words or uses words to carry more meaning than the strict definition of the words themselves

Purchasing management (procurement)

Buying materials and resources needed to produce products and services -heart of effective supply chain management

Chapter 17

Chapter 17

Chapter 20

Chapter 20

Vertical Communication

Communication that flows up and down the organization, usually along formal reporting lines; takes place between managers and their superiors and subordinates and may involve several different levels of the organization

Roles of Horizontal communication

Facilitates coordination, helps problem solving, and plays a major role in cross-departmental work teams.

Management by wandering around (Informal communication)

Is an approach to communication that involves the manager's literally wandering around and having spontaneous conversations with others.

Supply Chain Management

Is the process of managing operations control, resource acquisition and inventory to improve overall efficiency and effectiveness

Quality

Is the totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs.

body language

Managers must make sure their body language matches the message they wish to convey.

Inventory control

Managing the organization's raw materials, work in process, finished goods, and products in transit -just-in-time method

Written Communication

Memos, letters, reports, notes, and other circumstances in which the written word is used to transmit meaning

Location

The physical positioning or geographic site of facilities -may need to be next to amenities like railroads and airports -maybe have to be near customers

Automation

The process of designing work so that it can be completely or almost completely performed by machines -been around since 1700s -relies on feedback, information, sensors, and a control mechanism.

Effective communication

The process of sending a message in such a way that the message received is as close in meaning as possible to the message intended

Communciation

The process of transmitting information from one person to another

Technology

The set of processes and systems used by organizations to convert resources into products or services

Managers use communication to fulfill each what ten basic managerial roles?

Three interpersonal roles, three informational roles, and four decisional roles.

Bureaucratic control in operations management

accountability is defined by rules and regulations.

wheel

all communication flows through one central person, who is probably the group's leader

What is the most decentralized?

all-channel network

All-channel network

allows a free flow of information among all group members. Everyone participates equally, and the group's leader, if there is one, is not likely to have excessive power -social media platforms

images

are created by people's choice of words.

settings

are where the communication happens.

Several factors may disrupt the communication process or serve as ____ to effective communication.

barriers

Operations management works as a ____if coordinated with other functions.

control

Formal Information Systems

effectively link various areas of the organization by computer.

_____ is a critical component of automation

feedback

cluster chain

in which one person passes the information to a selected few individuals. Some of the receivers pass the information to a few other individuals; the rest keep it to themselves.

Vital managerial activities involve

interpersonal relations, communication, and group processes.

Noise

is anything that disrupts the process. Can occur anywhere along the path.

Meaning

is the idea the sender of the communication wishes to convey.

Downward communication

occurs when information flows down the hierarchy. -should be give and take feedback

gossip chain

occurs when one person spreads the message to many other people. Each one, in turn, may either keep the information confidential or pass it on to others.

Chain

offers a more even flow of information among members, although two people (the ones at each end) interact with only one other person

cottage industry (Telecommuting)

people work at home (in their "cottage") and periodically bring the products of their labors in to the company

Centralized networks

show the greatest efficiency when tasks are simple and routine.

Y

slightly less centralized—two people are close to the center

Operations managers are responsible for different kinds of results depending on the _____ role of operations.

strategic

Oral Communication Advantages

to express meaning. -Provides prompt feedback. -Does not require as much preparation or skill.

decentralized operations management

understood by everyone

Computer-aided design (CAD)

uses computers to design parts, complete products, and simulate performance.

Flexible manufacturing systems (FMS)

usually have robotic work units or workstations, assembly lines, and robotic carts or some other form of computer-controlled transport system to move material as needed from one part of the system to another.

What is the most centralized form?

wheel