Chapter 20 Management

Suppose your business is located about 30 miles from the nearest large city. If you evaluate whether to open a second salon in that city, what kind of decision is this?

A location decision

I am proud of my professional appearance, language, and behavior.

Aesthetics

Technology is an important consideration in effective operations management. An organization can benefit from ______, which is the process of designing work so it can be performed by machines.

Automation

Technology is the set of processes and systems used by organizations to convert resources into products or services. Which process must be applied in order for a company to ensure its work can be completely performed by machine?

Automation

I protect the privacy and security of our guests, my fellow employees and the company's confidential information and assets.

Reliability

Netflix's program portfolio managers have to anticipate which shows viewers will want and ensure those shows or shows like them are available on Netflix. Which aspects of supply chain management are involved? Check all that apply.

Resource acquisition Procurement Inventory Management

Hair's Why transforms clients aesthetically, but it doesn't create a tangible outcome such as a good. What kind of operations takes place at Hair's Why?

Service operations

If you are managing inventory of work in process, which source of control should you use?

Shop Floor Control System

When Harry addresses decisions about where products and services are created, stored, and distributed, he is addressing the ________ aspect of operations systems design.

facilities

Large products, such as a long-range bomber like the Northrop Grumman B-21 Raider, are too cumbersome to move through an assembly line, so a _______ layout will be most effective.

fixed-position

Jaime is considering how to best design the ______ of the manufacturing facility. She has to include space for storing materials, manufacturing, and storage.

layout

When you decide how to invest resources in your organization's ____, it will make them, your most important consideration will be the organization's

operations

When Hewlett Packard buys electronic components and assembles them into computers, the activities that guide this process are known as

operations management

Jill believes that, because her factory manufactures handbags, tote bags and shoes, and all three kinds of products need sewing, beading, and embroidering, the _________ will be most efficient.

process layout

Bogle Vineyards, near Sacramento, makes 2.5 million cases of wine a year using grapes grown on its own 1,800 acres as well as grapes from around California. All the wines follow a similar path through the manufacturing process. Since Bogle makes nothing but wine, it should consider using a ________ layout for its configuration.

product

Leroy is head of supply chain management for Scott's, a producer of lawn chemicals that help prevent weeds and grow healthy grass. When he procures the materials needed to produce Scott's products, he is engaged in

purchasing management

As manager of Hair's Why, you frequently hear customers ask for other services beyond what you provide. Hair's Why focuses on color and cuts, but customers sometimes request waxing and tanning. As you consider the requests, what kind of decision are you making?

A product-service mix decision

If you are managing inventory of finished goods, which source of control should you use?

High-level production scheduling systems

A manufacturing company makes small daily improvements in factory productivity by adjusting the workflow and processes.

Improve Operations

Another word for inventory control is _____ because inventory refers to physical goods, which may be used as inputs that are transformed into outputs or finished goods.

Material Controls

Which term refers to the overall indicator of how well an organization uses all of its resources such as labor, capital, materials, and energy to create all of its products and services?

Total Factor Productivity

The total quality management (TQM) tool that assesses all activities, material flows, and paperwork to determine their relative contribution to value is called

a value-added analysis

Craig manages the books for the Silver Spoon restaurant. In the past, he's hand-entered charges and payments into his accounting ledger. When his accountant reviewed his records, she found several errors. Which process should Craig seek to use to address this problem?

Automation

When designing facilities, decisions must be made about their _________ , which concerns their physical positioning or geographic site.

location

GM retools its Detroit-Hamtramck factory to make electric motors and battery packs instead of engines and transmissions.

Improve Operations

You need to improve the taste and texture of the pizza. Which of the following should you do? Check all that apply

Improve the materials used to create the product. Involve employees to ensure pizzas are made right.

The organization you work for revamps its performance evaluation and pay systems to measure and reward individual productivity.

Increase Employee Involvement

At Hair's Why, your employees specialize in different services. Some provide only nail services. Others provide only hair services. Which layout will be most efficient for you given this kind of employee specialization?

Process layout

Zetsche was clearly referring to ____ when he said, "We are changing the mindset of our people to believe we are not satisfied anymore with 'good,' that it always can be better and it always has to be better. This takes time, but there are signs people will super hard to get the last 5%. That doesn't necessarily cost you money—it's just doing it better, more professionally and more precisely."

Productivity

Netflix offers not only streaming entertainment but also a system of access for viewers, including features such as recommendations and ratings. Which of the following could be viewed as part of Netflix's supply chain management system? Check all that apply.

Recruitment and retention of computer programmers Acquisition of shows offered for streaming Purchasing of rights to stories

I am responsible for uncompromising levels of cleanliness and creating a safe and accident-free environment

Conformance

When companies such as Hatteras Hammocks design their operations systems, they make several types of decisions, including those that deal with ________ capacity, and facilities.

the product-service mix

When giving advice to employees, managers might use the expression, "Work smarter, not harder." Businesses can raise productivity by investing more hours in production (either by having more employees working or having employees working more hours, respectively) or producing more in the same period through innovative advances in process. Which of the answers that follow best explains why this mantra is relevant for managing productivity?

This mantra suggests that employees have some control over production by identifying process improvements (rather than simply working more or working faster).