Fundamentals of Management, 8th ed

Questions for Review

1.

What is the relationship of operations manage-

ment to overall organizational strategy? Where

do

productivity

and

quality

fit

into

that

relationship?

2.

Describe three basic decisions that must be

addressed in the design of operations systems.

For each decision, what information do managers

need to make that decision?

3.

What are some approaches to facilities layout? How

do they differ from one another? How are they

similar?

4.

What is TQM? What are the major characteristics

of TQM?

5.

What is productivity? Identify various levels and

forms of productivity.

Questions for Analysis

1.

Is operations management linked most closely to

corporate-level, business-level, or functional strat-

egies? Why or in what way?

2.

“Automation is bad for the economy because

machines will eventually replace almost all

human workers, creating high unemployment and

poverty.” Do you agree or disagree? Explain your

answer.

3.

Some quality gurus claim that high-quality products

or services are those that are error free. Others claim

that high quality exists when customers’ needs are

satisfied. Still others claim that high-quality products

or services must be innovative. Do you subscribe to

one of these views? If not, how would you define

quality? Explain how the choice of a quality defini-

tion affects managers’ behavior.

4.

How can a service organization use techniques

from operations management? Give specific exam-

ples from your college or university (or another

provider of educational services).

5.

Think of a firm that, in your opinion, provides a

high-quality service or product. What attributes of

the product or service give you the perception of

high quality? Do you think that everyone would

agree with your judgment? Why or why not?

Chapter 15: Managing Operations, Quality, and Productivity

4 8 3

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