CBAD 301 Chapter 14

Which of the following factors help to determine the usefulness of information to a manager?

Completeness Relevance Timeliness Quality

True or false: Specifying what customers want is easy since all customers want one thing--low priced products.

False

Which of the following are types of facilities layouts?

Fixed-position layout Product layout Process layout

Generally speaking, which of the following are attributes that most customers want in the products or services they buy?

High quality products Quicker service Lower price

______ is the set of methods or techniques for acquiring, organizing, storing, manipulating an d transmitting information.

Information technology

CRM is a strategic technique that managers can use to get close to customers because it connects which of the following functional activities?

Marketing Sales and selling After-sales service and support

The total productivity factor measures how well an organization utilizes all of its resources to produce its output. Which of the following are resources that might be included in this calculation?

Materials Energy Labor

What steps do managers take to achieve control over organizational activities?

Measure actual performance Compare actual performance against established goals Establish reasonable standards of performance

What management process takes inputs and transforms them into finished goods and services?

Operations management

Tyler works on an assembly line. The machines are organized in a set sequence and he stays in one place and works on each item that comes to him via a conveyor belt. What type of facility layout does this represent?

Product layout

______ information reflects current changes in business conditions.

Real-time

Which of the following are factors that impact production efficiency?

The layout of an organization's physical work facilities The costs associated with setting up the required equipment The way workers are organized to perform a task

Why might employees resist changes to production techniques?

They rely on partial productivity. They fear they will be reengineered out of a job. Job demands may increase excessively.

Which of the following are characteristic of a product layout?

Workers are stationary A conveyor belt moves the product along while being assembled Machines are organized so that operations occur in a fixed sequence

Which of the following is not a characteristic of a process layout?

Workstations are organized in a fixed sequence

At Disney parks, between 500,00 and 1 million meals are served every day. Managers deal with food from multiple sources, kitchen and prep work, equipment servicing and service. This is an example of how managers use information to ______ activities and achieve goals.

coordinate

A basic task of management is to ______ to achieve organizational goals,

coordinate department and divisional activities

A tool or technique that uses IT to develop an ongoing relationship with customers to maximize the value an organization can deliver to them over time is ______.

customer relationship management

A CRM system is a comprehensive method of gathering crucial information about the way ______ respond to a company's products.

customers

CRM IT monitors, controls, and links each of the functional activities involved in ______.

delivering products to customers selling products to customers marketing products to customers

A production system is that system an organization uses to ______.

dispose of the outputs as goods or services acquire inputs convert inputs into outputs

Self-managed work teams are a(n) ______ technique.

efficiency-boosting

When implementing operations changes, managers must use judgment to understand the ______ implications of production techniques on employees.

ethical

Establishing goals, measuring actual performance, comparing actual performance against goals, and ______ are the four steps that managers take to achieve control over organizational activities.

evaluating results and taking corrective action

An operations management technique designed to increase the production system productivity of the machine-to-worker interface is the ______.

facilities layout

When the goal of operations management is to increase the efficiency of an organization's production system, a more efficient production system means ______ inputs are required in production.

fewer

In a ______ layout, the product stays in a single position. Its component parts are produced in remote workstations and brought to the production area for final assembly.

fixed-position

The set of operations management techniques that attempts to reduce the setup costs associated with a production system is ______ manufacturing.

flexible

Because no production takes place while equipment is being set up, ______ attempts to to solve the problem and reduce the costs associated with this equipment setup.

flexible manufacturing

With process reengineering, positive performance results can be measured in terms of ______.

increase in service decrease in time-to-market reduction in costs

Data that are organized in a meaningful fashion, such as a graph showing costs over time, is called _______.

information

All of the raw materials, inputs, and component parts that Jake has available to him at any point in time is considered to be his ______.

inventory

The measure most commonly used to draw efficiency comparisons between different organizations is ______.

labor productivity

Facilities layout is an operations management technique designed to increase the efficiency of the ______ interface.

machine-worker

Operations managers are managers who are responsible for managing an organization's production system. In executing this role, they _____.

manage the three stages of production determine ways operating improvements might be made do whatever it takes within legal/ethical limitations to transform inputs into outputs

A goal of operations management is to increase the efficiency of an organization's production system. The fewer the inputs required to produce a given output results in a _______ production system.

more efficient

Bill works at an auto plant. He is responsible for managing the plant's production system. Bill is a(n) ______.

operations manager

Members of the typical self-managed work team assume responsibility for ______.

ordering materials work and vacation scheduling hiring new members

Labor productivity is calculated by dividing the ______.

outputs by the cost of direct labor

Managers need information from ________ in order to make effective decisions.

outside the organization inside the company

The quality, cost, and features of an organization's outputs are determined by its ______ system.

production

The system that an organization uses to acquire inputs, convert inputs into outputs, and dispose of the outputs is known as a(n) _______ system.

production

The design or layout of an organization's physical work facilities and the cost associated with setup of required equipment are factors that impact ______.

production efficiency

Quality refers to goods and services that are ______.

psychologically satisfying reliable dependable

In the production environment, goods and services that do the job they were designed to do and possess some attribute that gives their users something they value are referred to as ______ goods.

quality

Flexible manufacturing is the set of operations management techniques that attempts to ______ associated with a production system.

reduce set up costs

The fundamental rethinking and radical redesign of business processes to achieve dramatic improvements in critical measures of performance such as cost, quality, service, and speed is process ______.

reengineering

Operations management is the management of any aspect of the production system that transforms inputs into ______.

services finished goods

Sources of major costs in manufacturing companies include costs associated with ______.

setting up equipment needed to make a particular product foregone production costs incurred while equipment is being setup

In designing production systems, managers look to ensure that can produce the outputs that have ______.

the attributes customers desire

The productivity measure that looks at how well an organization utilizes all of its resources-labor, capital, materials, energy-to produce its outputs is known as _____ productivity.

total factor

The measure which looks at how well an organization utilizes all of its resources to produce its outputs is known as ______ productivity, and the measure of the efficiency of an individual unit is ______ productivity.

total factor; partial