Term
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Definition
| Pattern of process mgmt decisions made to achieve competitive priorities. |
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Term
| What does a process involve |
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Definition
| 1. Use of an organizations resources (inputs/outputs) 2. Transformation that adds values. |
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Term
| List 4 Major Process Decisions |
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Definition
| 1. Process Structue 2. Customer Involvement 3. Resource flexibility 4. Capital Intensity |
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Term
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Definition
| How processes are designed; kinds of resources needed, how alocated, their key characteristics |
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Term
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Definition
| Ways customers b/c part of the process and extent of participation |
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Term
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Definition
| Ease of employees and equipment handling changes in product variety, output, duties and fuctions (I.E Walmart training employees in different areas so that they can be where they are needed.) |
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Term
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Definition
| mix of process equipment and human skills (high/lo automation) |
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Term
| What does a good service depend on? |
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Definition
| The type of service and amount of customer contact (extent to which the customer is present, actively involved, and reeives personal attention druing the process) |
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Term
| List the 3 Service Process Structures |
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Definition
| Front Office * Hybrid Office * Back Office |
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Term
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Definition
| High customer contact; service provider interacts directly with customer; therefore, the services are customizedby interacting w/ customer (dry cleaner) |
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Term
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Definition
| Moderate levels of customer contact; standard services with some options available; services are standard w/ little or no customization |
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Term
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Definition
| Low customer contact and little service customization |
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Term
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Definition
| Flexible Flows * Line Flows |
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Term
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Definition
| Customers, materials or info move in diverse ways: customer or job paths often crisscross (I.E. Walmart, Food buffet) |
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Term
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Definition
| customers,materials, or info move linearly from one operation to the next, in a fixed sequence. |
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Term
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Definition
| customized made to order (welded coffee table) |
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Term
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Definition
| assembly line (automotives) |
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Term
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Definition
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Term
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Definition
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Term
| List the 4 Production and Inventory Stratagies |
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Definition
| 1.make to order 2. Assembly to order 3. Make to stock 4. Mass production |
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Term
| What are the advantages of Customer Involvement? |
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Definition
| better quality, faster delivery, greater flexibility, lower costs (CUSTOMIZATION, PERSONAL REALTIONSHIPS, SELF SERVICE) |
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Term
| What are the disadvantages of Customer Involvement |
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Definition
| May be disruptive, make processes more complex, more divergent (GREATER INTERPERSONAL SKILSS REQ. AND QUALITY MEASUREMENT MORE DIFFICULT |
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Term
| What is a Flexible workforce and what can it be used for? |
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Definition
| Capable of doing many tasks, it can be used TO ACHIEVE RELIABLE CUSTOMER SERVICE, ALLEVIATE CAPACITY BOTTLENECKS, (CAN BE COSTLY B/C GREATER SKILLS = MORE TRAINING AND EDU.) |
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Term
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Definition
| Low Volumes = flexible, general purpose equipment. |
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Term
| What are the 2 types of Automation and explain |
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Definition
| Fixed automation - Produces one type of product- fixed sequence and easy to operate * Flexible automation (or programable) Easily changed to handle other products |
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Term
| Define Economies of Scope |
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Definition
| Ability to produce multiple products more cheaply in combination than seperately. |
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Term
| List the two ways to focus by segments |
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Definition
| 1. (PWP) Plant w/n plants 2. Focused Factories (Bicycles) |
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Term
| Define PWP's (Plants w/n plants) |
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Definition
| Different operations w/n a facility with indificualized competitive priorities, processes, and workforces under the same roof. |
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Term
| What are focused factories? |
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Definition
| Splitting large palnts that produce all the company's products into several specialized smaller plants. |
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Term
| List the 2 stratagies for change |
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Definition
| 1. Process Reengineering:- Downsizing, 2. Process Improvement - |
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Term
| What is Process Reengineering |
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Definition
| Fundamental rethinking, radical redesign of processes; it's done to improve performance; cost, quality , service, and speed |
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Term
| What is process Improvement |
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Definition
| Systamtic study of the process activites and flows the purpose is to improve the process |
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Term
| What is a process analysis |
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Definition
| Documentation and detailed understanding of how work is performed and how it can be redesigned |
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Term
| List the 4 systematic approaches to process analysis |
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Definition
| 1. suggestion system 2. design team 3. flow charts *(Service Blueprints) 4. metrics |
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Term
| What is a suggestion system in a process analysis |
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Definition
| Voluntary employees submit their ideas on process improvements |
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Term
| What is a design team in a process analysis |
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Definition
| Knowledgeable individuals who work at one or more process steps, analyze the process, and make the necessary changes |
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Term
| What is a flow chart in a process analysis |
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Definition
| Flow diagram that traces info, customers, equipment, o materials thru the various process steps |
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Term
| What is a service Blue Print |
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Definition
| Special service process flowchart that shows which steps have high customer contact (line of visiblity) |
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Term
| What is the metrics approach to process analysis |
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Definition
| Process/ process step performance measure |
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Term
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Definition
| Documents a persons' or groups activites at a work station, with a customer, or on materials. |
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Term
| List the 5 categories for process chart activities |
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Definition
| 1. Operation 2. Transportation 3. Inspection 4. Delays 5. Storage (ALL ARE NON VALUE ADDING EXCEPT OPERATIONS) |
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Term
| List the 5 ways to evaluate performance |
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Definition
| 1. checklist 2. histogram 3. pareto chart 4. Cause and effect diagram (or fishbone) 5 Graphs |
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Term
| List and define the way to project performance |
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Definition
| Process simulation: reproduces and predicts process behavior using a model to describe each step *** it shows how a process dynamically changes over time. |
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Term
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Definition
| measures a firm (processes, services, and products against the industry leaders or itself) *** it focuses on setting quantitative improvement goals |
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Term
| List the 3 types of Benchmarking |
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Definition
| 1. Competitive 2. Functional 3. Internal |
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Term
| Define Competitve Benchmarking |
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Definition
| comparisons with industry competitor |
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Term
| Define Functional Benchmarking |
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Definition
| Compares firms functions w/ outstanding firms in any industry |
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Term
| Define Internal Benchmarking |
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Definition
| Uses internal group with superior performance to benchamrk other units in the firm |
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