OPMA 3306 EXAM 1 STUDY GUIDE | 2026 |
GUARANTEED PASS
Operations and supply chain management (OSCM) - Answers -the design, operation,
and improvement of the systems that create and deliver the firm's primary products and
services.
Operations - Answers -refers to manufacturing and service processes that are used to
transform the resources employed by a firm into products desired by customers.
Supply chain - Answers -refers to processes that move information and material to and
from the manufacturing and service processes of the firm.
Processes - Answers -one or more activities that transform inputs into outputs.
Operations and Supply Chain Processes order: - Answers -planning, sourcing, making,
delivering, and returning.
Planning - Answers -consists of the processes needed to operate an existing supply
chain strategically. Here, a firm must determine how anticipated demand will be met
with available resources. A major aspect is developing a set of metrics to monitor the
supply chain so that it is efficient and delivers high quality and value to customers.
Sourcing - Answers -involves the selection of suppliers that will deliver the goods and
services needed to create the firm's product. A set of pricing, delivery, and payment
processes are needed together with metrics for monitoring and improving the
relationships between partners of the firm. These processes include receiving
shipments, verifying them, transferring them to manufacturing facilities, and authorizing
supplier payments.
Making - Answers -is where the major product is produced or the service is provided.
The step requires scheduling processes for workers and coordinating material and other
critical resources such as the equipment to support producing or providing the service.
Metrics that measure speed, quality, and worker productivity are used to monitor these
processes.
Delivering - Answers -is also referred to as a logistics process. Carriers are picked to
move products to warehouses and customers, coordinate and schedule the movement
of goods and information through the supply network, develop and operate a network of
warehouses, and run the information systems that manage the receipt of orders from
customers and the invoicing systems that collect payments from customers.
, Returning - Answers -involves processes for receiving worn-out, defective, and excess
products back from customers and support for customers who have problems with
delivered products. In the case of services, this may involve all types of follow-up
activities that are required for after-sales support.
Five essential differences between services and goods: - Answers -1. a service is an
intangible process that cannot be weighed or measured, whereas a good is a tangible
output of a process that has physical dimensions.
2. a service requires some degree of interaction with the customer for it to be a service.
3. services, with the big exception of hard technologies such as automated teller
machines (ATMs) and information technologies such as answering machines and
automated Internet exchanges, are inherently heterogeneous—they vary from day to
day and even hour by hour as a function of the attitudes of the customers and the
servers.
4. services as a process are perishable and time dependent, and unlike goods, they
can't be stored.
5. the specifications of a service are defined and evaluated as a package of features
that affect the five senses.
Package of features - Answers -Supporting facility (location, decoration, layout,
architectural appropriateness, supporting equipment)
Facilitating goods (variety, consistency, quantity of the physical goods that go with the
service; for example, the food items that accompany a meal service)
Explicit services (training of service personnel, consistency of service performance,
availability and access to the service, and comprehensiveness of the service)
Implicit services (attitude of the servers, atmosphere, waiting time, status, privacy and
security, and convenience)
Product-service bundling - Answers -refers to a company building service activities into
its product offerings for its customers. Such services include maintenance, spare part
provisioning, training, and in some cases, total systems design and R&D.
Efficiency - Answers -means doing something at the lowest possible cost.
Effectiveness - Answers -means doing the right things to create the most value for the
customer.
Value - Answers -the attractiveness of a product relative to its cost (quality/price).
Benchmarking - Answers -is a process in which one company studies the processes of
another company (or industry) to identify best practices.
GUARANTEED PASS
Operations and supply chain management (OSCM) - Answers -the design, operation,
and improvement of the systems that create and deliver the firm's primary products and
services.
Operations - Answers -refers to manufacturing and service processes that are used to
transform the resources employed by a firm into products desired by customers.
Supply chain - Answers -refers to processes that move information and material to and
from the manufacturing and service processes of the firm.
Processes - Answers -one or more activities that transform inputs into outputs.
Operations and Supply Chain Processes order: - Answers -planning, sourcing, making,
delivering, and returning.
Planning - Answers -consists of the processes needed to operate an existing supply
chain strategically. Here, a firm must determine how anticipated demand will be met
with available resources. A major aspect is developing a set of metrics to monitor the
supply chain so that it is efficient and delivers high quality and value to customers.
Sourcing - Answers -involves the selection of suppliers that will deliver the goods and
services needed to create the firm's product. A set of pricing, delivery, and payment
processes are needed together with metrics for monitoring and improving the
relationships between partners of the firm. These processes include receiving
shipments, verifying them, transferring them to manufacturing facilities, and authorizing
supplier payments.
Making - Answers -is where the major product is produced or the service is provided.
The step requires scheduling processes for workers and coordinating material and other
critical resources such as the equipment to support producing or providing the service.
Metrics that measure speed, quality, and worker productivity are used to monitor these
processes.
Delivering - Answers -is also referred to as a logistics process. Carriers are picked to
move products to warehouses and customers, coordinate and schedule the movement
of goods and information through the supply network, develop and operate a network of
warehouses, and run the information systems that manage the receipt of orders from
customers and the invoicing systems that collect payments from customers.
, Returning - Answers -involves processes for receiving worn-out, defective, and excess
products back from customers and support for customers who have problems with
delivered products. In the case of services, this may involve all types of follow-up
activities that are required for after-sales support.
Five essential differences between services and goods: - Answers -1. a service is an
intangible process that cannot be weighed or measured, whereas a good is a tangible
output of a process that has physical dimensions.
2. a service requires some degree of interaction with the customer for it to be a service.
3. services, with the big exception of hard technologies such as automated teller
machines (ATMs) and information technologies such as answering machines and
automated Internet exchanges, are inherently heterogeneous—they vary from day to
day and even hour by hour as a function of the attitudes of the customers and the
servers.
4. services as a process are perishable and time dependent, and unlike goods, they
can't be stored.
5. the specifications of a service are defined and evaluated as a package of features
that affect the five senses.
Package of features - Answers -Supporting facility (location, decoration, layout,
architectural appropriateness, supporting equipment)
Facilitating goods (variety, consistency, quantity of the physical goods that go with the
service; for example, the food items that accompany a meal service)
Explicit services (training of service personnel, consistency of service performance,
availability and access to the service, and comprehensiveness of the service)
Implicit services (attitude of the servers, atmosphere, waiting time, status, privacy and
security, and convenience)
Product-service bundling - Answers -refers to a company building service activities into
its product offerings for its customers. Such services include maintenance, spare part
provisioning, training, and in some cases, total systems design and R&D.
Efficiency - Answers -means doing something at the lowest possible cost.
Effectiveness - Answers -means doing the right things to create the most value for the
customer.
Value - Answers -the attractiveness of a product relative to its cost (quality/price).
Benchmarking - Answers -is a process in which one company studies the processes of
another company (or industry) to identify best practices.
