Summary: Operations And Sales

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  • 1 Introduction to operations management

    This is a preview. There are 2 more flashcards available for chapter 1
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  • 4 Basic issues in relation to organisational design

    1. The nature of hierarchy
    2. The degree of centrilasation
    3. The extent of formalisation
    4. The level of complexity
  • Explain tall and flat organisations

    Tall: Many layers between CEO and workforce
    Flat: Few layers between CEO and workforce
  • Expain highly centralised and decentralised

    Highly centralised: Power is held at the centre and ALL decisions are made by CEO
    Decent: Low-level managers have authority to make decisions and take actions
  • How is the opreations function organised? (3 steps)

    System -- Clearly identifiable, regularly interacting, interrelating groups of activities
    Boundary around the system -- detemrines what is in the system and what is not
    Simultaneous multiple containment -- interrelated and made up of subsystems, which are subsystems of a larger system
  • The relationship of OM with Other Management Functions

    A key aspect of any organisation is its ability to ensure collaboration across the different areas
  • What does an Operations Manager do?

    Managing the Shot Term and Long term 
    Ordered or “Messy” Management
  • Processes - the heart of operations management - 4Vs

    Volume: The size or scale of output/number of items manufactured or customers served.
    Variety: Size of product range or number of services offered.
    Variation: How the level of demand changes over time/seasonal lunchtime in a restaurant.
    Variability: The extend to which each product or service may be customised./steak: Medium/rare/welldone
  • The distinguishing Features of services

     Intangibility - the services do not physically exist, but are directly experienced by customers -
    Heterogeneity - consumers have unique experiences of services that are the same as other consumers; different level of satisfaction -
    Perishability - serviced cannot be inventoried or put into stock; it is essential to ensure services are used to their maximum/ an airline seat cannot be sold twice; -
    Simultaneity - service is provided at the same time as it is requested -
    Inseparability - providing service as the same place as the customer
  • Processing Materials, Customers and Information

    1. Materials processing operation (MPO) - Materials: physical and come in all kinds of shape and sizes
    2. Customer processing operation (CPO) - Human: made of the same material - flesh and blood, but has different needs and wants and behaviour
    3. Information processing operation (IPO) - Collection of facts and data; Internet revolution - from spoken word to writing, then printing and digital revolution; The information systems do: handle large info, perform complex calculation and control many processes at the same time
  • Managing the Shot Term and Long term

    Short term - operation activity within the factory, shop, or smith on a minute-by-minute basis
    Long term - the development and investment in process that will lead to the organisation’s success

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