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Canada (161,538)
MGTA02H3 (363)
Chapter 1

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Management (MGT)
Chris Bovaird

Chapter 1: Producing Goods & Services Operations Management (only to page 20) • Service operations: Production activities that yield intangible services. • Goods production: production activities that yield tangible products. Why it’s called “operation” • (Production 生生 生生 Operation 生生 生生) • “Production” implies that Canadian businesses make “products”, in fact, 80% of Canadians work in “services” • 70% Canadian GDP by services • Bankers, doctors, lawyers, and professors don’t make products. They provide ideas, analysis, and information. But, these things still need to be planned, managed, and supplied. Thus, = “operations” Services • Examples, • Special issues o Services cannot ne stored 生生 生生 ->Products (it’s a thing!) can be stored o Services involve the customer -> products can be made without customer o Services are customized -> product should all be the same Creating value through production • Operations (production) management o Textbook: The systematic direction and control of the processes that transform resources into finished goods and service. o Professor: the management of the creation of goods and services, using the factors of production o A business must give its customers what it claims to offer, or else, they will never come back • Production (operations) managers o Managers responsible for ensuring that operations processes create value and provide benefits. o They make things, or make things happen Operations processes: A set of methods and technologies used in the production of a good or a service. • Good (product)- producing process o Analytic process: any production process in which resources are broken down o Synthetic process: any production process in which resources are combined • Services-producing process o High-contact process: a services in which in the services cannot
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