MGM101H5 Chapter Notes - Chapter 12: Porter Airlines, Operations Management, Total Quality Management
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MGM101H5 Full Course Notes
Verified Note
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Document Summary
What is the target market: primarily businesspeople, although others as well, initially only toronto, ottawa, and montreal. What is important to these markets: comfort to be treated important and comfortably, value best value for what they pay benefits and service. Company pays fair price to get there and back again: speed getting their quickly and efficiently. Operations management: the design and operation of productive systems. Operations: a function or system that transforms inputs into outputs of greater value. How managers go about achieving organization"s objectives what we do/how we do it. Voice of the customer / voice of the business. Output goods and services: feed back into transformation process, feedback and requirements to inputs. Cost lowest costs and best price. Quality highest quality and value at good price, high performance, consistent. Flexibility customized product, increase/decrease production quickly, variety. Timeliness getting new products to market, responding to customers, delivery. Intangibility: creative advertising, no patent protection, importance of reputation.
