Exam 19: Managing Operations

Value chain management radically changes organizational processes.

Six Sigma is a quality standard that establishes a goal of no more than 3.4 defects per __________ units or procedures.

Operations management has a strategic role in the success of organizations. Do you agree with this statement? Provide reasons for agreement or disagreement.

discuss in detail the main requirements for successful value chain management.

Which of the following companies popularized the use of stringent quality standards more than 30 years ago through a trademarked quality improvement program called Six Sigma?

__________ is one that identifies customer value by analyzing all activities required to produce products or services that customers want.

Refer to the scenario below to answer the following questions. Value Chain Management (Scenario) Randy is the new strategic manager for Solutions Tech Inc., a management consulting firm dedicated to assisting small businesses in the pursuit of success. He is currently in a meeting with Rob, who is the owner of a successful small business that creates computer displays for large-scale production facilities. Randy is reviewing the business strategy at Rob's business and has some recommendations. -Rob seemed to understand the theory behind value chain management, but was curious about the requirements for a successful value chain. Randy informed Rob that the main requirements for successful value chain management include all of the following except __________.

Giving employees ______________ is essential in order to instill enthusiasm to drive quality improvements.

For organizations to improve productivity, they should focus on people and operations variables.

Refer to the scenario below to answer the following questions. Importance of Operations Management (Scenario) Melissa had been asked to attend training in operations management. Her background and training had previously been in accounting, but with the reorganization looming, it was either learn a new skill or look for another job. She was actually looking forward to the training. She felt her background with numbers should prove valuable in operations management, but she admitted that she knew little about the field. Until now, she had been in a support staff function and had little feel for how their product went from raw materials to finished product. Melissa's first class would be tonight at Canadian University, and she was excited about the opportunity. -Melissa had to remember which factors were considered inputs and which were considered outputs. Inputs included all but which of the following?

Which of the following is an output of an organization's operations system?

To improve productivity, managers must focus on both __________.

Value chain management radically changes __________.

Refer to the scenario below to answer the following questions. TopCup Coffee: A Year Later (Scenario) Catrina, the manager in TopCup Coffee has been working to change the culture and employee attitudes at the shop for over a year now. In that time she has noticed that the total sales have grown and profits are up. The owner, who does not work in the business directly, commented in a recent meeting that he was still not completely satisfied with the growth he noticed in the business and expected suggestions from Catrina for more changes to improve the situation. He is too busy to be involved in the business and expects Catrina to carry out any new initiatives, but he wants the final say in any changes. Catrina analyzes everything in the shop from the old fashioned cash registers to the temperamental espresso machines. She is also looking into their bean suppliers, who are often late with deliveries and the nearby bakery where they sometimes get day-old pastries they sell in addition to coffee. Catrina is determined to make the shop a success and is now moving into analyzing all operations that should be improved. -Catrina decides to have a meeting with the bean suppliers and the pasty bakers hoping that _________________ will impress them that she needs better service.

Refer to the scenario below to answer the following questions. Value Chain Management (Scenario) Randy is the new strategic manager for Solutions Tech Inc., a management consulting firm dedicated to assisting small businesses in the pursuit of success. He is currently in a meeting with Rob, who is the owner of a successful small business that creates computer displays for large-scale production facilities. Randy is reviewing the business strategy at Rob's business and has some recommendations. -Before making any recommendations, Randy informed Rob that a __________ chain is the entire series of organizational work activities that add value at each step beginning with the processing of raw materials and ending with finished product in the hands of end users.

A cultural attitude that can be an obstacle in value chain management is the belief that when an organization collaborates with external and internal partners, it no longer __________________.

Refer to the scenario below to answer the following questions. Value Chain Management (Scenario) Randy is the new strategic manager for Solutions Tech Inc., a management consulting firm dedicated to assisting small businesses in the pursuit of success. He is currently in a meeting with Rob, who is the owner of a successful small business that creates computer displays for large-scale production facilities. Randy is reviewing the business strategy at Rob's business and has some recommendations. -Randy tells Rob that an effective hiring process is important to value chain management because flexible jobs __________.

Refer to the scenario below to answer the following questions. TopCup Coffee (Scenario) Catrina has been working as a manager in TopCup Coffee for six months now. In that time she has noticed that the total sales have grown a scant half percent. The owner, who does not work in the business directly, commented in a recent meeting that unless the sales picked up over the next six months, he would consider closing the business. Catrina has since looked seriously into the operations and armed with a textbook on operations management from her college days, she is determined to change both the coffee shop operations and the sales picture. -Now that Catrina has attended to the employees' basic requirements, she intends to take the next step and ensure that all the employees have the necessary ___________ to do their jobs better.

The __________ standards have become the internationally recognized standard for evaluating and comparing companies in the global marketplace.

A value chain strategy should employ a balance between value-adding activities and non-value-adding activities.