RSM100Y1 Lecture : summary/ch11-12
Document Summary
Product attributes: the success of any organization depends on its ability to provide them with products (goods and services) that satisfy their needs, wants and expectations, process managers, therefore, need to understand the product attributes that customers" value. 1. product cost: product delivery-response time availability accessibility, product variety custom made (one-of-a-kind) mass production, product quality features (iphone) performance (rolls royce) reliability (toyota) firms compete on product attributes, but production requires a good process. Project (house construction) you only do it once. Job shop (parts for aerospace) you do it more than once, specialist. Continuous flow (oil wells) you can"t stop it, never shut down. Examples: canada auto workers are an example of _d_, trade, company, national d. Industrial: craft, contingency approach to leadership suggests that the leader should: shift his/her style based on the situation, pay, praise, promotion, suspensions, firing are examples of, outcome, valence, reinforcement, ep expectancy, a&c only, all of the above.
