Tài liệu tiếng anh session 1 chapter 1 Using operations to compete
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Steel production
Automobile fabrication
Home remodeling
Retail sales
Auto Repair
Appliance repair
Maid Service
Manual car wash
Teaching
Lawn mowing
High percentage goods
Low percentage service
Goods-service Continuum
Goods-service Continuum
Low percentage goods
High percentage service
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Automobile
Computer
Installed carpeting
Fast-food meal
Restaurant meal/auto repair
Hospital care
Advertising agency/
investment management
Consulting service/
teaching
Counseling
Percent of Product that is a Good
Percent of Product that is a Good
Percent of Product that is a Service
Percent of Product that is a Service
100%
100%
75
75
50
50
25
25
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25
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50
75
75
100%
100%
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Operations
Teller
Scheduling
Check Clearing
Collection
Transaction
processing
Facilities
design/layout
Maintenance
Security
Finance
Investments
Security
Real estate
Accounting
Auditing
Marketing
Loans
Commercial
Industrial
Financial
Personal
Mortgage
Trust Department
Commercial Bank
Operations
Ground support
equipment
Maintenance
Ground Operations
Facility
maintenance
Catering
Flight Operations
Crew scheduling
Flying
Communications
Dispatching
Management science
Finance/
accounting
Accounting
Payables
Receivables
General Ledger
Finance
Cash control
International
exchange
Airline
Marketing
Traffic
administration
Reservations
Schedules
Tariffs (pricing)
Sales
Advertising
Marketing
Sales
promotion
Advertising
Sales
Market
research
Operations
Facilities
Construction; maintenance
Production and inventory control
Scheduling; materials control
Quality assurance and control
Supply-chain management
Manufacturing
Tooling; fabrication; assembly
Design
Product development and design
Detailed product specifications
Industrial engineering
Efficient use of machines, space,
and personnel
Process analysis
Development and installation of
production tools and equipment
Finance/
accounting
Disbursements/
credits
Receivables
Payables
General ledger
Funds Management
Money market
International
exchange
Capital requirements
Stock issue
Bond issue
and recall
Manufacturing
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Physical, durable output
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Output can be inventoried
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Low customer contact
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Long response time
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Capital intensive
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Quality easily measured
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Intangible, perishable output
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Output cannot be inventoried
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High customer contact
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Short response time
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Labor intensive
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Quality not easily measured
More like a
manufacturing
process
More like a
service
process
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TABLE 1.1 | EXAMPLES OF SUPPORT PROCESSES
Capital acquisition The provision of financial resources for the
organization to do its work and to execute
its strategy
Budgeting The process of deciding how funds will be
allocated over a period of time
Recruitment and hiring The acquisition of people to do the work of
the organization
Evaluation and compensation The assessment and payment of people for
the work and value they provide to the
company
Human resource support and development The preparation of people for their current
jobs and future skills and knowledge needs
Regulatory compliance The processes that ensure that the company
is meeting all laws and legal obligations
Information systems The movement and processing of data and
information to expedite business operations
and decisions
Enterprise and functional management The systems and activities that provide
strategic direction and ensure effective
execution of the work of the business
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