ISOM 351 EXAM 1 (BSU)
Operations Management - Answer-the systematic design, direction, and control of processes that
transform inputs into services and products for internal, as well as external, customers
Process - Answer-any activity or group of activites that takes one or more inputs, transforms them, and
provides one or more outputs for its customers
Operation - Answer-a group of resources performing all or part of one or more processes
Supply Chain - Answer-An interrelated series of processes within and across firms that produces a
service or product to the satisfaction of customers
Supply Chain Management - Answer-the synchronization of a firm's processes with those of its suppliers
and customers to match teh flow of materials, services, and information with customer demand
External lCustomers - Answer-a customer who is either an end user or an intermediary (manufacturers,
financial, institutions, or retailers) buying the firm's finished services or products
Internal Customers - Answer-One or more employees or processes that rely on inputs from other
employees or processes in order to perform their work
External Supplies - Answer-the businesses or individuals who provide the resources, services, products,
an dmaterials for the firm's short-term and long-term needs
, Internal Supplies - Answer-The employees or processes that supply important information or materials
to a firm's processes
Nested Process - Answer-the concept of a process within a process
Core process - Answer-a set of activites that delivers value to external customers
supplier relationship process - Answer-a process that 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 - Answer-a process that deesigns and develops new services
or products from inputs recieved from external customer specifications or from the market in general
through the customer relationship process
order fulfillment process - Answer-a process that inclues the activities required to produce and deliver
the service or product to the external customer
customer relationship process - Answer-a process that identifies, attracts, and builds relationships with
external customers and facilitates the placement of orders by customers, sometimes referred to as
customer relationship management
support process - Answer-a process that provides vital resources and inputs to the core processes and
therefore is essential to the management of the business
operations strategy - Answer-the means by which operations implements the firm's corporate strategy
and helps to build a customer-driven firm
core competencies - Answer-the unique resources and strengths that an organization's management
considers when formulating strategy
Operations Management - Answer-the systematic design, direction, and control of processes that
transform inputs into services and products for internal, as well as external, customers
Process - Answer-any activity or group of activites that takes one or more inputs, transforms them, and
provides one or more outputs for its customers
Operation - Answer-a group of resources performing all or part of one or more processes
Supply Chain - Answer-An interrelated series of processes within and across firms that produces a
service or product to the satisfaction of customers
Supply Chain Management - Answer-the synchronization of a firm's processes with those of its suppliers
and customers to match teh flow of materials, services, and information with customer demand
External lCustomers - Answer-a customer who is either an end user or an intermediary (manufacturers,
financial, institutions, or retailers) buying the firm's finished services or products
Internal Customers - Answer-One or more employees or processes that rely on inputs from other
employees or processes in order to perform their work
External Supplies - Answer-the businesses or individuals who provide the resources, services, products,
an dmaterials for the firm's short-term and long-term needs
, Internal Supplies - Answer-The employees or processes that supply important information or materials
to a firm's processes
Nested Process - Answer-the concept of a process within a process
Core process - Answer-a set of activites that delivers value to external customers
supplier relationship process - Answer-a process that 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 - Answer-a process that deesigns and develops new services
or products from inputs recieved from external customer specifications or from the market in general
through the customer relationship process
order fulfillment process - Answer-a process that inclues the activities required to produce and deliver
the service or product to the external customer
customer relationship process - Answer-a process that identifies, attracts, and builds relationships with
external customers and facilitates the placement of orders by customers, sometimes referred to as
customer relationship management
support process - Answer-a process that provides vital resources and inputs to the core processes and
therefore is essential to the management of the business
operations strategy - Answer-the means by which operations implements the firm's corporate strategy
and helps to build a customer-driven firm
core competencies - Answer-the unique resources and strengths that an organization's management
considers when formulating strategy
