MGT 302 - MGT302Chpt1 01:02 (OSM thedesign,operation,and...

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MGT 302- Chpt 1 01:02 Operations and Supply Chain Management (OSM)- the design, operation, and  improvement of the systems that create and deliver the firm’s primary products and  services Functional field of business Concerned with the management of the entire system that produces a good or delivers  a service Operations- refers  to manufacturing ad service processes that are used to transform the  resources employed by a firm into products desired by customers Manufacturing produces a physical product Service process produces an intangible product Supply- refers to supply chain processes that move information and material to and from  the manufacturing and service processes of the firm Operations and supply processes categorized into: Planning- processes needed to operate an existing supply chain strategically Sourcing- involves the selection of suppliers that will deliver the goods and services  needed to create the firm’s product Making- where the major product is produced or the service provided
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Delivering-  also logistics processes; carriers are picked to move products to warehouses  and customers, coordinate schedule and info of goods, develop warehouses, and run  the information systems Returning- involves the processes for receiving worn-out, defective, and excess products  back from customers and giving support to customers Differences between goods and services 1. Service is an intangible process that cannot be weighed or measured 2. Service requires some degree of interaction with the customer 3. Services are inherently heterogeneous-vary from day to day as a function of the  attitudes of the customer and servers 4. Are perishable and time dependent 5. Specifications of a service are defined and evaluated as a package of features that  affect the 5 senses; supporting facility, facilitating goods, explicit services, implicit  services Servitization- refers to a company building service activities into its product offerings for  its current users, that is, its installed base; include maintenance, spare part provisioning,  Efficiency- doing something at the lowest possible cost; using the smallest input of  resources Effectiveness- doing the right things to create the most value for the company Value- quality divided by price ISO 9000 Certification Standards- created by the International Organization for  Standardization plays a major role in setting quality standards for global manufacturers
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Electronic commerce- refers to the use of the Internet as an essential element of  business activity Service Science Management and Engineering (SSME)-
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This note was uploaded on 01/19/2012 for the course BLS 342 taught by Professor Miller during the Fall '08 term at Miami University.

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MGT 302 - MGT302Chpt1 01:02 (OSM thedesign,operation,and...

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