Chapter 16: Managing Services and Manufacturing Operations (Quality…
Chapter 16: Managing Services and Manufacturing Operations
Why Productivity Matters
For companies: lower cost, lower prices, faster service, higher market shares, and higher profits
For countries: higher standards of living and higher wages
Quality Related Characteristics for Products
Quality Related Characteristics for Services
Total Quality Management
TQM is an integrated, organization-wide strategy for improving product and service quality.
Service Recovery and Empowerment
Service recovery: restoring customer satisfaction to strongly dissatisfied customer
Empowerment: permanently passing decision-making authority and responsibility from managers to workers.
The amount and number of raw materials, parts, and finished products that a company has in its possession.
There are three basic measures of inventory
weeks of supply
average aggregate inventory
Beyond EOQ other inventory management techniques include
Just in time inventory system
Materials requirements planning