MGSC 395 EXAM 1 VERIFIED STUDY GUIDE
Operations Management - Answers - The systematic design, direction, and control of
processes that transform inputs into services and products for internal, as well as
external, customers
Supply Chain Management - Answers - 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
Supply Chain - Answers - interrelated series of processes within and across firms that
produces a service or product to the satisfaction of customers
Manufacturing Process - Answers - Physical, durable output
Output can be inventoried
Low customer contact
Long response time
Capital intensive
Quality easily measured
Service Process - Answers - Intangible, perishable output
Output cannot be inventoried
High customer contact
Short response time
Labor intensive
Quality not easily measured
Supplier Relationship Process - Answers - 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 - Answers - A process that designs and develops
new services or products from inputs from external customer specifications or from the
market
order fulfillment process - Answers - A process that includes the activities required to
produce and deliver the service or product to the external customer
customer relationship process - Answers - identifies, attracts, and builds relationships
with external customers and facilitates the placement of orders by customers
support processes - Answers - Processes like Accounting, Finance, Human Resources,
Management Information Systems and Marketing that provide vital resources and inputs
to the core processes
, Operations Strategy - Answers - the means by which operations implements the firm's
corporate strategy and helps to build a customer-driven firm
Corporate Strategy - Answers - provides an overall direction that serves as the
framework for carrying out all the organization's functions
Market Analysis - Answers - understand what the customers want and how to provide it
Competitive Priorities - Answers - the critical dimensions that a process or supply chain
must possess to satisfy its internal or external customers, both now and in the future
Competitive Capabilities - Answers - the cost, quality, time, and flexibility dimensions
that a process or supply chain actually possesses and is able to deliver
Order Winners - Answers - a criterion customers use to differentiate the services or
products of one firm from those of another
Order Qualifiers - Answers - Minimum level required from a set of criteria for a firm to do
business in a particular market segment.
break-even analysis - Answers - compare processes by finding the volume at which 2
different processes have equal total costs
Break-even quantity - Answers - the volume at which total revenues equal total costs
Variable Cost (c) - Answers - the portion of the total cost that varies directly with volume
of output
Fixed Cost (F) - Answers - the portion of the total cost that remains constant regardless
of changes in levels of output
Quantity (Q) - Answers - The number of customers served or units produced per year.
Process Strategy - Answers - the pattern of decisions made in managing processes so
that they will achieve their competitive priorities
customer contact - Answers - the extent to which the customer is present, is actively
involved, and receives personal attention during the service process
Customization - Answers - Service level ranging from highly customized to standardized
Process Divergence - Answers - the extent to which the process is highly customized
with considerable latitude as to how its tasks are performed
Flow - Answers - How the work progresses through the sequence of steps in a process
Operations Management - Answers - The systematic design, direction, and control of
processes that transform inputs into services and products for internal, as well as
external, customers
Supply Chain Management - Answers - 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
Supply Chain - Answers - interrelated series of processes within and across firms that
produces a service or product to the satisfaction of customers
Manufacturing Process - Answers - Physical, durable output
Output can be inventoried
Low customer contact
Long response time
Capital intensive
Quality easily measured
Service Process - Answers - Intangible, perishable output
Output cannot be inventoried
High customer contact
Short response time
Labor intensive
Quality not easily measured
Supplier Relationship Process - Answers - 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 - Answers - A process that designs and develops
new services or products from inputs from external customer specifications or from the
market
order fulfillment process - Answers - A process that includes the activities required to
produce and deliver the service or product to the external customer
customer relationship process - Answers - identifies, attracts, and builds relationships
with external customers and facilitates the placement of orders by customers
support processes - Answers - Processes like Accounting, Finance, Human Resources,
Management Information Systems and Marketing that provide vital resources and inputs
to the core processes
, Operations Strategy - Answers - the means by which operations implements the firm's
corporate strategy and helps to build a customer-driven firm
Corporate Strategy - Answers - provides an overall direction that serves as the
framework for carrying out all the organization's functions
Market Analysis - Answers - understand what the customers want and how to provide it
Competitive Priorities - Answers - the critical dimensions that a process or supply chain
must possess to satisfy its internal or external customers, both now and in the future
Competitive Capabilities - Answers - the cost, quality, time, and flexibility dimensions
that a process or supply chain actually possesses and is able to deliver
Order Winners - Answers - a criterion customers use to differentiate the services or
products of one firm from those of another
Order Qualifiers - Answers - Minimum level required from a set of criteria for a firm to do
business in a particular market segment.
break-even analysis - Answers - compare processes by finding the volume at which 2
different processes have equal total costs
Break-even quantity - Answers - the volume at which total revenues equal total costs
Variable Cost (c) - Answers - the portion of the total cost that varies directly with volume
of output
Fixed Cost (F) - Answers - the portion of the total cost that remains constant regardless
of changes in levels of output
Quantity (Q) - Answers - The number of customers served or units produced per year.
Process Strategy - Answers - the pattern of decisions made in managing processes so
that they will achieve their competitive priorities
customer contact - Answers - the extent to which the customer is present, is actively
involved, and receives personal attention during the service process
Customization - Answers - Service level ranging from highly customized to standardized
Process Divergence - Answers - the extent to which the process is highly customized
with considerable latitude as to how its tasks are performed
Flow - Answers - How the work progresses through the sequence of steps in a process
