MGMT 339 CSUF EXAM 1
What is customer contact? - ANSWERS-The extent to which the
customer is present, is actively involved, and receives personal
attention during the service process
What is process divergence? - ANSWERS-The extent to which the
process is highly customized with considerable latitude as to how it
tasks are performed
What is line flow? - ANSWERS-Linear- one operation to the next,
routine work performed the same
What is flexible flow? - ANSWERS-Customer material and info.
move in diverse ways
What are the 3 types of customer contact? - ANSWERS-1) front
office 2) hybrid office 3) back office
What is a job process? - ANSWERS-Small scale, low volume, high
variety, and high skill (machine shops)
What is batch process? - ANSWERS-Moderate volume, moderate
variety, and mid level skills (brewery)
, What is line process? - ANSWERS-High volumes of standardized
goods, repetitive processing, slightly flexible, low skill, and assembly
line (Cars)
What is continuous flow process? - ANSWERS-Very high volumes,
highly standardized, continuous process, no equipment flexibility
(crackers)
What are the 4 types of production and inventory strategies? -
ANSWERS-1) design to order 2) make to order 3) assemble to order
4) make to stock(mass production)
What are plants within plants (PWP's)? - ANSWERS-Different
operations within a facility with individualized competitive priorities,
processes, and workforces under the same roof
What are focused service operations? - ANSWERS-stores within
stores
What are focused factories? - ANSWERS-The result of a firms
splitting large plants that produced all the company's products into
several specialized smaller plants.
What is process reengineering? - ANSWERS-the fundamental
rethinking and radical redesign of processes to improve performance
dramatically in terms of cost, quality, service, and speed
What is customer contact? - ANSWERS-The extent to which the
customer is present, is actively involved, and receives personal
attention during the service process
What is process divergence? - ANSWERS-The extent to which the
process is highly customized with considerable latitude as to how it
tasks are performed
What is line flow? - ANSWERS-Linear- one operation to the next,
routine work performed the same
What is flexible flow? - ANSWERS-Customer material and info.
move in diverse ways
What are the 3 types of customer contact? - ANSWERS-1) front
office 2) hybrid office 3) back office
What is a job process? - ANSWERS-Small scale, low volume, high
variety, and high skill (machine shops)
What is batch process? - ANSWERS-Moderate volume, moderate
variety, and mid level skills (brewery)
, What is line process? - ANSWERS-High volumes of standardized
goods, repetitive processing, slightly flexible, low skill, and assembly
line (Cars)
What is continuous flow process? - ANSWERS-Very high volumes,
highly standardized, continuous process, no equipment flexibility
(crackers)
What are the 4 types of production and inventory strategies? -
ANSWERS-1) design to order 2) make to order 3) assemble to order
4) make to stock(mass production)
What are plants within plants (PWP's)? - ANSWERS-Different
operations within a facility with individualized competitive priorities,
processes, and workforces under the same roof
What are focused service operations? - ANSWERS-stores within
stores
What are focused factories? - ANSWERS-The result of a firms
splitting large plants that produced all the company's products into
several specialized smaller plants.
What is process reengineering? - ANSWERS-the fundamental
rethinking and radical redesign of processes to improve performance
dramatically in terms of cost, quality, service, and speed
