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MGT302Exam1 - MGT 302 Exam 1 CHAPTER 1 Operations and...

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MGT 302: Exam 1 CHAPTER 1 : Operations and Supply Chain Management OSCM The design, operation, and improvement of the systems that create and deliver the firm’s primary products and services - Operations = ability to produce a good and service o Manufacturing and service processes used to transform resources employed by firm into products desired by customers - Supply chain = massive network of suppliers/customers/consumers o Processes that move information and material to and from the manufacturing and service processes of the firm - Management = information is constantly changing - Activities: o Planning : organizing resources o Sourcing : where we can our resources from o Making : how we make it o Delivering : logistics processes- what carriers do we use o Returning: what we do if it comes back (After Sales Support) Example: Chrysler Plan to make/plan operations Source materials Make automobile Deliver to dealerships Returns (less likely with automobiles) CLASS: I Love Lucy (Chocolate Factory) - Packaging aspect of supply chain - Poor Management Services v. Goods - Service o Intangible process - cannot be weighed or measured o Requires degree of interaction with customer o Heterogeneous - vary as a function of the attitudes of the customer and servers o Perishable/time dependent o Specifications defined/evaluated as a package of features that affect the five senses - Good o Tangible output of process that has physical dimensions o Generally produced in facility separate from customer o Produced to meet very tight specifications - zero variability o Can be stored
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* See Good-Services Continuum Chart Servitization : refers to company building service activities into its product offerings for its current users - Maintenance - Spare part provisioning - Training OSCM Success Efficiency - Doing something at the lowest possible cost o How well you use your resources Efficiency = Outputs/Inputs Effectiveness - Doing the right things to create the most value for the company o How close are we to what we are trying to do Efficiency + Effectiveness = VALUE Value - Quality/Price o Quality: subjective measure o Price: objective measure History/Careers of OSCM - Specialize in managing the production of goods and services o Plant Manager o Branch Manager o Store Manager o District Manager - OSCM people are: o Great team players o Persuasive o Able to balance many (potentially competing) notions o Placed squarely between two extremes (a centrist) o Hands-on * Memorize Chart Coordinate Relationships  Optimization  Touch Points  Awareness  Sustainability
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Coordination of Relationships - How do we organize this mass of suppliers, customers, and consumers Optimization of Global Network - How do we optimize or effectively and efficiently use our resources Managing Customer Touch Points - Can we provide the best service (in person, on the phone, on the web, retailers) - Interface with customer: Where and Why?
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