Chapter 7 REVIEW QUESTIONS 1-5 - Capacity planning locaTon...

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Chapter 7: Operations, Management and Quality REVIEW QUESTIONS 1-5 Page 190 1. What are the major differences between goods-production operations and service operations? Service operations focus on performance, process and outcome, service characteristics, customer-service link, and service quality considerations 2. What are the major differences between high-contact and low-contact service systems? High-contact system the customers does not need to be part of the system to receive services and low-contact service systems the customer is part of the system during delivery services. 3. What are the five major categories of operations planning?
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Unformatted text preview: Capacity planning, locaTon planning, layout planning, quality planning, and methods planning are the Fve major categories of operaTons planning. 4. What are the major acTviTes in materials management? Planning, organizing, and controlling the ²ow of materials from sources of supply through distribuTon of Fnished goods. 5. What acTviTes are involved in total quality management? StaTsTcal process control, quality/cost studies, ge³ng closer to the customer, business process reengineering, ISO 9000, and outsourcing are all involved in total quality management....
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