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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