Class Notes (839,246)
Canada (511,223)
MGTA02H3 (143)


8 Pages

Management (MGT)
Course Code
Chris Bovaird

This preview shows pages 1,2 and half of page 3. Sign up to view the full 8 pages of the document.
MGTA04 NOTES Chapter 1  Service operations: production activities that yield intangible services  Goods production: production activities that yield tangible services  Operations management: the systematic direction and control of the processes that transform resources into finished goods or services  Operations process: a set of methods and technologies used in the production of a good or a service  Analytic process: any production process in which resources are broken down  Synthetic process: any production process in which resources are combined  Goods-manufacturing processes can be classified in two different ways: type of transformation technology and by the analytic or synthetic nature of the transformation process  Walmart: focus on performance: core competency  3 service characteristics: intangibility, customization, and unstorability  Main elements in forecast planning, capacity, location, layout, quality, and methods planning  Operations plan covers 2-5 years  Layout must be planned for 3 different types of space: productive facilities (workstations and equipment for transforming raw materials)  Non productive facilities: storage and maintenance areas  Support facilities: offices, restrooms, parking lots  Process layout: a way of organizing production activities such that equipment and people are grouped together according to their function  Cellular layout: used to produce goods when families of products can follow similar flow paths  Product layout: a way of organizing production activities such that equipment and people are set to produce only one type of good; often use assembly lines  Methods improvement: working to reduce waste, inefficiency and poor performance by examining procedures on a step-by-step basis  Process flow chart identifies the sequence of production activities, movements of materials, and work performed at each stage as the product flows through production  Service flow analysis: an analysis that shows the process flows that are necessary to provide a service to customers; it allows managers to determine which processes are necessary  Master production schedule: schedule showing which products will be produces, when production will take place, and what resources will be used  Gantt chart: production schedule diagramming the steps in a project and specifying the time required for both  PERT charts: program evaluation and review technique is useful for customized projects in which numerous activities must be coordinated; specify the sequence and critical path for performing the steps in a project  Operations control: managers monitor production performance by comparing results with plans and schedules; features material management and production process control  Materials management: planning, organizing, and controlling the flow of materials (logistics) from purchase through distribution of finished goods  Standardization: using the standard and uniform components in the production process  Lead times: the gap between the customer’s placement of an order and the seller’s shipment of merchandise  Supplier selection: finding and determining suppliers to buy from  Just in time production system: method of inventory control in which materials are acquired and put into production just as they are needed  Hands to mouth pattern: placing small orders frequently Chapter 2  Productivity: measure of efficiency that compares how much is produced with resources used to produce it  Quality: a product’s fitness for use in terms of offering the features that consumers want  Labour productivity: partial productivity ratio calculated by dividing gross domestic product by total number of workers  Quality-improvement practices; 4 factors: customers, quality, productivity, and profits  Differences among global competitors: technologies, human skills, economic policies, natural resources and even in traditions  Canada’s competitiveness is a concern because we have been living off our rich diet of natural resources, Canada will have to start emphasizing innovation and develop a more sophisticated mix of products if it hopes to be successful in international markets  Manufacturing productivity is higher than service productivity; it was widely believed that the service sector suffered from “Baumol’s disease” named after economist William Baumol who argued that since the service sector focused more on hands-on activity that machines couldn’t replace, it would be more difficult to increase productivity in services  New technology called continuous casting  Genus: used to manage its forestry operations; computerized database containing geographic information and other essential data about Canfor’s vast lumber and pulp operations in British Columbia, Alberta; used as strategic planning tool  W Edwards Deming: persuaded firms in north America that they needed to improve quality at least as much as quantity – they didn’t listen, but Japanese did  Juran’s quality trilogy: quality planning, quality control, and quality improvement  “fishbone diagrams”: “cause and effect diagrams”: “ishikawa diagrams” help teams of employees investigate and track down causes of quality problems in their work areas  Total Quality Management (quality assurance): a concept that emphasizes that no defects are tolerable and that all employees are responsible for maintaining quality standards  Performance quality: the overall degree of quality; how well the features of a product meet consumers’ needs and how well the product performs  Quality reliability: the consistency of quality from unit to unit of a product  John Kay “ you can’t run a successful company if you don’t care about customers and employees, or if you are systematically unpleasant to suppliers”  TQM involves planning, organizing, directing and controlling  Toyota has a reputation for producing very few “lemons”  Quality ownership: the concept that quality belongs to each employee who creates or destroys it in producing a good or service; the idea that all workers must take responsibility for producing a quality product  Business process re-engineering: redesigning of business processes to improve performance, quality and productivity  Supply chain: flow of information, materials, and services that start with raw materials suppliers and continues through other stages in the operations process until the product reaches the end customer  Supply chain management: principle of looking at the chain as a whole to improve the overall flow through the system Chapter 3  Information manager: the manager responsible for the activities needed to generate, analyze and disseminate information that a company needs to make good decisions  Information management: an internal operation that arranges the firm’s information resources to support business performance and outcome  Information system: an organized method of transforming data into information that can be used for decision making  Most businesses regard their information as a private resource  Electronic information technologies: IS applications based on telecommunications technologies  Groupware: system that allows two or more individuals to communicate electronically between desktop PCs  Data communication networks: global networks that permit users to send electronic messages quickly and economically  Electronic information technologies enhance the performance and productivity of general business activities by performing 2 functions: providing coordination and communication within the firm, speeding up transactions with other firms (fax machine – facsimile machine- most popular, voice mail, electronic mail, electronic conferencing, groupware)  Internet service provider: a commercial firm that maintains a permanent connection to the internet and sells temporary connections to subscribers  World wide web: a system with universally accepted standards for storing, retrieving, formatting, and displaying information on the internet  Web servers: dedicated workstations, large computers that are customized for managing, maintaining and supporting websites  Browser: software that enables a user to access information on the web  Directories: features that help people find the content they want on the web. The user types in key words and the directory retrieves a list of websites with titles containing those words  Search engine software for searching webpages that does not pre-classify them into a directory  Intranet: a company’s private network that is accessible only to employees via entry through electronic firewalls  Firewall: hardware and software security systems that ensure that internal computer systems are not accessible to outsiders  Extranet: a network that allows outsides limited access to a firm’s internal information system  Mass-customization: producing large volumes of products or services, but giving customers the choice of features and options they want  Information networks are leading to learner companies with fewer employees and simpler organizational structures  Enterprise resource planning: large information systems for integrating all the activities of a company’s business units  Knowledge workers: employees whose jobs involve the use of information and knowledge as the raw materials of their work  Transaction processing systems: applications of information processing for basic day-to day business transactions  System operations personnel: people who run a company’s computer equipment  Computer aided design (CAD): computer analysis and graphics programs that are used to create new products such as cell phones  Older method – making handcrafted prototypes is replaced with rapid prototyping  Computer aided manufacturing (CAM): computer systems used to design and control all the equipment and tools for producing goods such as hospitals for preparing patients’ meals  Management information systems (MIS): systems that support an organization’s managers by providing daily reports, schedules, plans and budgets  Decision support system: computer systems used to help managers consider alternatives when making decisions on complicated problems  Executive support system: a quick-reference, easy-access application of information systems specially designed for upper-level managers  Artificial intelligence: the construction and/or programming of computers to imitate human thought processes  Exper
More Less
Unlock Document

Only pages 1,2 and half of page 3 are available for preview. Some parts have been intentionally blurred.

Unlock Document
You're Reading a Preview

Unlock to view full version

Unlock Document

Log In


Join OneClass

Access over 10 million pages of study
documents for 1.3 million courses.

Sign up

Join to view


By registering, I agree to the Terms and Privacy Policies
Already have an account?
Just a few more details

So we can recommend you notes for your school.

Reset Password

Please enter below the email address you registered with and we will send you a link to reset your password.

Add your courses

Get notes from the top students in your class.