CHAPTER15:OperationsManagement
I.
Defineoperationsmanagementandexplainitsroledesign,operation,andcontrolof
thetransformationprocessthatconvertsresourcessuchaslaborandrawmaterials
intogoodsandservicesthataresoldtocustomers,
a. Definition:processofcreatingv
CH14:FoundationsofControl
I.
Explainthenatureandimportanceofcontrol
a. NatureofControl
Controlmonitoringactivitiestoensurethattheyrebeingaccomplished
asplannedandcorrectinganysignificantdeviations
Themoreacontrolsystemhelpsmanagersachievetheirorganizati
Performance Lawn Equipment Case Study
Juliette Rakotomalala
Partial Fulfillment of EBTM 306
Towson University
Optimal Decision
Based on the EMV that is generated by each possible outcome, the optimal decision for
Performance Lawn Equipment is to introduce
Case Exercise:
Tip Top Market
This is NOT the KSA assignment.
Tip Top Market case is an exercise for the KSA assignment.
Find the KSA assignment files in KSA Assignment folder.
1
Consider the problem at Tip Top Market
Tip Top Markets is a regional chain o
CH 13: Managing Communication and Information
1. Describe what managers need to know about communicating effectively
a. Communication can be thought of as a process or flow that transfers
understanding and meaning from one person to another.
b. Communicat
CHAPTER12:LeadershipandTrust
1. Defineleaderandleadership
a. leaderissomeonewhocaninfluenceothersandwhohasmanagerialauthority
b. Leadershipiswhatleadersdothatis,theprocessofleadingagroupand
influencingthatgrouptoachieveitsgoals.
2. Compareandcontrastearly
Chapter 11: Motivating and Rewarding Employees
1. Define and explain motivation.
a. refers to the process by which a persons efforts are energized, directed, and
sustained toward attaining a goal
b. Three elements:
b.i. energy measure of intensity or driv
2012 Customer Survey
Region
Ease of
Price Service
Use
Quality
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
4
4
4
5
5
5
5
5
4
4
4
5
5
4
5
5
5
5
4
4
4
4
5
5
5
5
5
4
5
5
5
4
4
5
5
5
5
5
CHAP 10: Understanding Groups and Managing Work Teams
Define group and describe the stages of group development.
Groups composed of two or more interacting and interdependent individuals
who come together to achieve specific goals
Formal Groups work gro
CH 7: Managing Human Resources
Describe the key components of the human resource management process and
the important influences on that process.
Human Process Management is the management function concerned
with getting, training, motivating, and keepi
Usability
Usability Goals
Usability refers to ensuring that interactive
products are easy to learn, effective to
use, and enjoyable form the users
perspective
3
Defining Usability
A usable system is one that helps people
accomplish their goals and comple
Quality Control
W.J. Stevenson, Management of Quality Chapter 10
Statistics Review
v
Control Charts
v
v
x-charts, R-charts, p-charts, c-charts
Run Tests
Median Run Tests, Up/Down Run Tests
1
Statistics review:
General and standard normal distribution
n
No
Management of Quality
W.J. Stevenson, Management of Quality, Chapter 9
v
Definition, determinants, and costs of quality
v
Quality gurus
v
Quality awards and certificates
v
TQM
v
Quality Tools
v
Tip Top Market Case
1
Why is quality management important?
n
Chapter 2
e-Business Strategy
2
Learning Objective
What is an e-business strategy?
Strategic positioning
The changing competitive agenda
The strategic planning process
Strategic alignment
Consequences: theoretical foundations
Implementation
3
Strategic Pu
Chapter 1
The World of E-Business
Discussion
1.
2.
3.
Do you shop for gifts online? If so, at
what sites and for what occasions?
Whats your take on people spending
time at work to shop for personal items?
How can brick-and-mortar retailers take
advantage
Learn about Dreamweaver
sites
In Dreamweaver, a site organizes on your local computer
all the documents associated with your website and lets
you track and maintain links, manage files, share files,
and transfer your site files to a web server. A typical
CHAPTER 6:
Describe six key elements in organizational design.
Departmentalization
Authority & responsibility
Span of control
Centralization v. decentralization
Work specialization
Formalization
Identify the contingency factors that favor either the mecha
60%
High
1150000
Global
2000000 1150000
-850000
530000
Risk Profile
Payoffs
Probabilities
1600000
0.63
50000
0.07
0
0.30
Outcomes
NA Intro with High Response and High Global Sales
NA Intro with High Response and Low Global Sales
NA Intro with Low Response
2012 Customer Survey
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
4
4
4
5
5
5
5
5
4
4
1
4
5
4
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5
3
4
4
4
5
3
4
4
4
4
4
5
3
4
4
5
2
5
5
5
Average of each
Customer
3
4.25
4
4.25
4.5
4.5
3.75
4.75
4.25
4.5
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
N
Title:
Slow Check Out
& Check In
Lacked of employee
training
Cashier did not enter
customer coupon
Cashier was rude to
the customer
Cashier gave customer
wrong change
Mischarges at the
check-out desk
Not enough people
working at the cash
register
Employee
Tip Top markets: Check Sheet
Date
June 1
June 8
June 15
June 22
June 29
July 6
July 13
July 20
July 27
Pricing
Checkout
line
service/spee
d charging
mistakes
Long
waiting
lines
Store/parkin
g lot
conditions
Out of
stock
(shortage)
Quality of
products
Othe
Credit Risk Dat a
Furniture
Used Car
Education
New Car
Furniture
Other
New Car
Used Car
Small Appliance
Furniture
Used Car
Furniture
New Car
New Car
Used Car
Business
New Car
Used Car
New Car
New Car
Education
Furniture
New Car
New Car
Used Car
New Car
Sm
Credit Risk Dat a
Loan Purpose
Small Appliance
Furniture
New Car
Furniture
Education
Furniture
New Car
Business
Small Appliance
Small Appliance
Business
New Car
Business
New Car
New Car
Used Car
Furniture
New Car
Repairs
Education
Furniture
Furniture
Furn
MNGT short answers:
1.) types of basic organization design- which is the process of making decisions about how
specialized jobs should be, the rules to guide employees behaviors, and the level at
which decisions will be made.
Work specialization- the divi
