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MGTA02H3 (143)
H Laurence (21)
Lecture

Chapter 1-Producing Goods and Services

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Department
Management (MGT)
Course
MGTA02H3
Professor
H Laurence
Semester
Winter

Description
Chapter 1: Producing Goods and Services Service Operations - Production activities that yield tangible and intangible service products Goods Production - Production activities that yield tangible products Operations (Production) Management - the systematic direction and control of the processes that transform resources into finished goods Production Managers - Managers responsible for ensuring that operations processes create value and provide benefits Operations Processes - A set of methods and technologies used in the production of a good or a service Goods-Producing Processes - all goods manufacturing processes can be classified in 2 ways: 1. Types of transformation technology - transforms raw materials into finished goods - Chemical Processes - chemically altered (aluminum, steel, fertilizer) - Fabrication Processes - mechanically alter the basic shape or form (metal forming, wood working) - Assembly Processes - put together various components (common in electronics, automotive) - Transport Processes - goods acquire place utility by being moved from one location to another - Clerical Processes - transform information (combining employee absences, and breakdowns into report) 2. Analytic Versus Synthetic Processes Analytic Processes - any production process in which resources are broken down Synthetic Processes - any production process in which resources are combined Service-Producing Processes High-Contact Processes - A system in which the service cannot be provided without the customer being physically in the system (transit system) Low-Contact - A system in which the service can be provided without the customer being physically in the system (lawn care services) Differences Between Se
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