ISOM 351 - Chapter 2 QUESTIONS &
ANSWERS(RATED A+)
process strategy - ANSWERthe pattern of decisions made in managing processes so
that they will achieve their competitive priorities
process analysis - ANSWERthe documentation and detailed understanding of how work
is performed and how it can be redesigned
process structure - ANSWERthe process type relative to the kinds of resources needed,
how resources are partitioned between them, and their key characteristics
customer contact - ANSWERthe extent to which the customer is present, is actively
involved, and receives personal attention during the service process
customization - ANSWERservice level ranging from highly customized to standardized
process divergence - ANSWERthe extent to which the process is highly customized
with considerable latitude as to how its tasks are performed
flow - ANSWERhow the work progresses through the sequence of steps in a process
customer involvement - ANSWERthe ways in which customers become part of the
process and the extent of their participation
resource flexibility - ANSWERthe ease with which employees and equipment can
handle a wide variety of products, output levels, duties, and functions
capital intensity - ANSWERthe mix of equipment and human skills in a process
front office - ANSWERa process with high customer contact where the service provider
interacts directly with the internal or external customer
hybrid office - ANSWERa process with moderate levels of customer contact and
standard services with some options available
assemble-to-order strategy - ANSWERa strategy for producing a wide variety of
products from relatively few subassemblies and components after the customer orders
are received
make-to-stock strategy - ANSWERa strategy that involves holding items in stock for
immediate delivery, thereby minimizing customer delivery times
ANSWERS(RATED A+)
process strategy - ANSWERthe pattern of decisions made in managing processes so
that they will achieve their competitive priorities
process analysis - ANSWERthe documentation and detailed understanding of how work
is performed and how it can be redesigned
process structure - ANSWERthe process type relative to the kinds of resources needed,
how resources are partitioned between them, and their key characteristics
customer contact - ANSWERthe extent to which the customer is present, is actively
involved, and receives personal attention during the service process
customization - ANSWERservice level ranging from highly customized to standardized
process divergence - ANSWERthe extent to which the process is highly customized
with considerable latitude as to how its tasks are performed
flow - ANSWERhow the work progresses through the sequence of steps in a process
customer involvement - ANSWERthe ways in which customers become part of the
process and the extent of their participation
resource flexibility - ANSWERthe ease with which employees and equipment can
handle a wide variety of products, output levels, duties, and functions
capital intensity - ANSWERthe mix of equipment and human skills in a process
front office - ANSWERa process with high customer contact where the service provider
interacts directly with the internal or external customer
hybrid office - ANSWERa process with moderate levels of customer contact and
standard services with some options available
assemble-to-order strategy - ANSWERa strategy for producing a wide variety of
products from relatively few subassemblies and components after the customer orders
are received
make-to-stock strategy - ANSWERa strategy that involves holding items in stock for
immediate delivery, thereby minimizing customer delivery times
