mngt ch 20

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 Hewlett Packard buys electronic components and assembles them into computers, the activities that guide this process are known as ______________ the total set of managerial activities used by an organization to transform resource inputs into products, services, or both.

operations management .

When you decide how to invest resources in your organization's operations, including its ability to make different quantities of different products and where it will make them, your most important consideration will be the organization's __________ .

strategy Investments in operations must align directly with the organization's overall strategy. The legal and economic environments in which the organization operates, as well as its internal culture, inform its strategy. Thus, operational decisions align indirectly with these factors, but the most important alignment is between operations and strategy.

which: Reliability, Features, Aesthetics, Serviceability, Conformance I am responsible for uncompromising levels of cleanliness and creating a safe and accident-free environment.

Conformance

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

High-level production scheduling systems

The total quality management (TQM) tool that assesses all activities, material flows, and paperwork to determine their relative contribution to value is called ________ def: evaluates work activities, material flows, and paperwork to determine the value they add to customers.

a value-added analysis

At Hair's Why, you deal with different situations. Recently you've been focusing on brides. Brides need all of your services: color, cut, eyebrow wax, manicure, and pedicure. Since your employees are focused on one primary client when dealing with brides, which layout will be most efficient? Automated layout Process layout Fixed-position layout Product layout

fixed position

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 facilities decision A product-service mix decision A capacity decision A location decision

location

artificial devices that perform human functions

robotics

which: Reliability, Features, Aesthetics, Serviceability, Conformance I own and immediately resolve guest problems.

Serviceability The speed and ease of repair

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

location Facilities decisions are one of the primary types of decisions made when designing operations systems. They include decisions about location and layout. Decisions about location include those about how many facilities to have and where they should be.

The Kellogg Company creates products by taking inputs, such as corn, and transforming those inputs into a finished product—for example, Frosted Flakes. This process is known as _____________.

manufacturing Manufacturing is a form of business that combines and transforms resource inputs into tangible outcomes. Companies that produce products engage in manufacturing. They manage the process using operations management.

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? Product layout Fixed-position layout Process layout Automated layout (best when the facilities should be organized around the materials needed to complete a process)

process

Layouts may be based on the equipment in use or may be based on the type of _________ .

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 .

If you are managing inventory of raw materials, which source of control should you use?

purchasing models and systems

which: Reliability, Features, Aesthetics, Serviceability, Conformance I protect the privacy and security of our guests, my fellow employees and the company's confidential information and assets.

reliability

simple automatic control mechanism, 3 steps

sensor, information, control

Many companies are committed to make quality the guiding factor in everything they do. These companies follow a widely recognized philosophy known as ________ def: a strategic commitment by top management to ensure processes are led by quality throughout the organization. It is the only answer that addresses quality specifically.

total quality management .

which: Reliability, Features, Aesthetics, Serviceability, Conformance I am proud of my professional appearance, language, and behavior.

Aesthetics How a product looks, feels, tastes, and smells

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 Inventory management Shipping costs Procurement

Resource acquisition Inventory management Procurement

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? Production operations Manufacturing operations Financial operations Service operations

Service operations

which: Reliability, Features, Aesthetics, Serviceability, Conformance I understand my role in achieving the Key Success Factors, embracing Community Footprints and creating The Ritz-Carlton Mystique.

features Supplements to a product or service's basic functioning characteristics.

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 Facilities can be configured in many ways. When multiple products are made and/or multiple activities are performed, the process layout is usually best. This means that different types of work are performed at different workstations, and each type of product will take a different route through the factory, possibly visiting a given workstation more than once.

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

product-service mix

Pablo is assessing how the company can be more efficient and effective. He's planning a redesign of the operations system, so he will be making decisions about ____________, which is the amount of products, services, or both that can be produced. refers to the amount of products that will be produced.

capacity

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. (most efficient layout for moving large quantities of inputs through a similar manufacturing process.)

product

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? the process of designing work so it can be performed by machines. Total quality management Automation Computer-aided design Computer-aided manufacturing

automation

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 A facilities decision A capacity decision A location decision

A product-service mix decision

Service organizations transform resources into outputs just as manufacturing does. As manager of Hair's Why beauty salon, you have to decide how many clients can be seen by each stylist in a given day. What kind of decision is this? A product-service mix decision A location decision A facilities decision A capacity decision

capacity

Zetsche said, "There's definitely a bunch of people who are just looking for a commodity car to get from A to B without getting wet. We cannot survive just trying to sell a car to them, because we cannot be the lowest-cost competitor." Zetsche was emphasizing the role of _______ in quality

costs

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

facilities Managers design operations systems around questions relating to how much, what, and where. In this example, the issue is where products are produced. Therefore, Harry is addressing a facilities decisio

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

E*Trade facilitates stock transactions for its customers. Because E*Trade is a service organization, its operations process transforms resources into ___________.

intangible output When companies provide services, the operations process produces the intangible output that has time and/or place utility. E*Trade makes financial transactions accessible to its customers when they want to make them.

Carrying inventory results in a cost to companies. Scott's recognizes that if it buys chemicals needed in its weed preventative products before they are needed, the company has to pay for them in advance and store them until needed. That's why the ___________ is valued as a way to improve operational efficiency. refers to having needed materials arrive when you need it

just-in-time method he production process is not delayed, but the company does not need to buy and store materials in advance. This is more efficient. Inventory control manages materials currently in the facility. Service technology isn't relevant here, as this is a manufacturing scenario. Total quality management does include the just-in-time method, but also incorporates many other components, and so is not the best answer.

When setting your organization's strategy, you take into account its ___________ , which is its capability to transform inputs into products or services.

operations Operations is the transformation of inputs to create products or services. An organization's operational capability is an important part of its internal environment and must be taken into account when setting strategy. For example, a marketing firm might see data analytics as an area of strategic opportunity, but it would need the capability to gather data, analyze it, and deliver useful reports in order to compete for business in that area.