ISOM 351 TEST 1 QUESTIONS &
ANSWERS(GRADED A+)
operations management - the systematic design, direction and control of processes that
transform inputs into services and products for internal, as well as external, customers
process - any activity or group of activities that takes one or more inputs, transforms
them, and provides one or more outputs for its customers
operation - a group of resources performing all or part of one or more processes
supply chain - an interrelated series of processes within and across firms that produces
a service or product to the satisfaction of customers
supply chain management - the synchronization of a firm's processes with those of its
suppliers and customers to match the flow of materials, services, and information with
customer demand
external customers - a customer who is either an end user or an intermediary buying the
firm's finished services or products
internal customers - one or more employees or processes that rely on inputs from other
employees or processes to perform their work
external suppliers - the businesses or individuals who provide the resources, services,
products, and materials for the firm's short term and long term needs
internal suppliers - the employees or processes that supply important information or
materials to a firm's processes
core processes - a set of activities that delivers value to external customers
supplier relationship process - a process the selects the suppliers of services, materials,
and information and facilitates the timely and efficient flow of these items into the firm
new service/product development process - a process that designs and develops new
services or products from inputs received from external customer specifications or from
the market in general through the customer relationship process
order fulfillment process - a process that includes the activities required to product and
deliver or product to the external customer
, customer relationship process - a process that identifies, attacks, and builds
relationships with external customers and facilitates the placement of orders by
customers, sometimes referred to as customer relationship managment
support process - a process that provides vital resources and inputs to the core
processes and therefore is essential to the management of the business
supply chain processes - business processes that have external customers or suppliers
operations strategy - the means by which operations implements the firm's corporate
strategy and helps to buil a customer driven firm
decision theory - a general approach to decision making when the outcomes associated
with alternatives are often in doubt
payoff table - a table that shows the amount for each alternative if each possible event
occurs
decision tree - a schematic model of alternatives available to the decision maker, along
with their possible consequences
process strategy - the pattern of decisions made in managing processes so that they
will achieve their competitive priorities
process analysis - the documentation and detailed understanding of how work is
performed and how it can be redesigned
process structure - the process type relative to the kinds of resources needed, how
resources are partitioned between them, and their key characteristics
layout - the physical arrangement of operations relative to each other
customer involvement - the ways in which customers become part of the process and
the extent of their participation
resource flexibility - the each with which employees and equipment can handle a wide
variety of products, output levels, duties, and functions
capital intensity - the mix of equipment and human skills in a process
customer contact - the extent to which the customer is present, is actively involved, and
receives personal attention during the service process
process divergence - the extent to which the process is highly customized with
considerable latitude as to how its tasks are performed
ANSWERS(GRADED A+)
operations management - the systematic design, direction and control of processes that
transform inputs into services and products for internal, as well as external, customers
process - any activity or group of activities that takes one or more inputs, transforms
them, and provides one or more outputs for its customers
operation - a group of resources performing all or part of one or more processes
supply chain - an interrelated series of processes within and across firms that produces
a service or product to the satisfaction of customers
supply chain management - the synchronization of a firm's processes with those of its
suppliers and customers to match the flow of materials, services, and information with
customer demand
external customers - a customer who is either an end user or an intermediary buying the
firm's finished services or products
internal customers - one or more employees or processes that rely on inputs from other
employees or processes to perform their work
external suppliers - the businesses or individuals who provide the resources, services,
products, and materials for the firm's short term and long term needs
internal suppliers - the employees or processes that supply important information or
materials to a firm's processes
core processes - a set of activities that delivers value to external customers
supplier relationship process - a process the selects the suppliers of services, materials,
and information and facilitates the timely and efficient flow of these items into the firm
new service/product development process - a process that designs and develops new
services or products from inputs received from external customer specifications or from
the market in general through the customer relationship process
order fulfillment process - a process that includes the activities required to product and
deliver or product to the external customer
, customer relationship process - a process that identifies, attacks, and builds
relationships with external customers and facilitates the placement of orders by
customers, sometimes referred to as customer relationship managment
support process - a process that provides vital resources and inputs to the core
processes and therefore is essential to the management of the business
supply chain processes - business processes that have external customers or suppliers
operations strategy - the means by which operations implements the firm's corporate
strategy and helps to buil a customer driven firm
decision theory - a general approach to decision making when the outcomes associated
with alternatives are often in doubt
payoff table - a table that shows the amount for each alternative if each possible event
occurs
decision tree - a schematic model of alternatives available to the decision maker, along
with their possible consequences
process strategy - the pattern of decisions made in managing processes so that they
will achieve their competitive priorities
process analysis - the documentation and detailed understanding of how work is
performed and how it can be redesigned
process structure - the process type relative to the kinds of resources needed, how
resources are partitioned between them, and their key characteristics
layout - the physical arrangement of operations relative to each other
customer involvement - the ways in which customers become part of the process and
the extent of their participation
resource flexibility - the each with which employees and equipment can handle a wide
variety of products, output levels, duties, and functions
capital intensity - the mix of equipment and human skills in a process
customer contact - the extent to which the customer is present, is actively involved, and
receives personal attention during the service process
process divergence - the extent to which the process is highly customized with
considerable latitude as to how its tasks are performed
