Assignment:
A. Goods, Services, and Operations Management
operations management
good
durable good
non-durable good
service
service encounter
moment of truth
service management
customer benefit package
primary good or service
peripheral goods or services
process
1. What do operations managers do?
2. What are the differences between goods and services?
3. Distinguish the three general types of processes
4. What are the key contributions of various individuals to the history of operations management?
5. What current challenges face operations management?
B. Values Chains
value chain
value
value proposition
supply chain
operational structure
vertical integration
outsourcing
backward integration
forward integration
value chain integration
offshoring
multinational enterprise
1. How can value be increased?
2. What are the two major perspectives that characterize a value chain?
3. What is a supply chain and how is it different from a value chain?
4. What are the key value chain decisions?
5. What are the key issues associated with offshoring?
C. Measuring Performance in Operations
measurement
customer-satisfaction measurement system
quality
goods quality
service quality
service upsets
service failures
environmental quality
processing time
queue time
wait time
flexibility
volume flexibility
innovation
learning
productivity
interlinking
value of a loyal customer
actionable measures
1. Describe the types of measures used for decision making
2. How is productivity calculated and how can these be used?
3. How are internal and external measures related?
4. What is considered in designing a good performance measurement system?
5. Describe four models of organizational performance.
D: Operations Strategy
competitive advantage
dissatisfierssatisfiers
exciters/delighters
order qualifiersorder winners
search attributes
experience attributes
credence attributes
competitive priorities
mass customization
innovation
strategy
core competencies
operations strategy
operations design choice
infrastructure
1. How do organizations gain competitive advantage?
2. Explain the approaches for understanding customer requirements.
3. How do customers evaluate goods and services?
4. Identify and explain the five key competitive priorities.
5. What is the role of operations management and operations strategy in strategic planning?
E: Forecasting and Demand Planning
forecasting
planning horizon
time bucket
time series
trend
seasonal patterns
cyclical patterns
random variation (noise)
irregular variation
forecast error
statistical forecasting
moving average (MA) forecast
regression analysis
multiple linear regression model
judgmental forecasting
Delphi Method
bias
1. Why is forecasting important to the value chain?
2. Explain the basics of forecasting and time series.
3. Explain how to apply a single moving average model
4. Describe how to apply regression as a forecasting approach.
5. Describe how statistical and judgmental forecasting techniques are applied in practice.