Operations Management
This is the process of turning inputs into outputs efficiently.
What is the operations system?
This stakeholder group receives dividends.
Who are shareholders?
This style has centralised decision-making and one-way communication.
What is autocratic?
This KPI measures efficiency by looking at output per input.
What is rate of productivity growth?
Lewin’s theory identifies these two forces.
What are driving and restraining forces?
In lean management, producing only what the customer orders is known as this principle.
What is pull?
A conflict can arise when a business delays payments to these stakeholders to improve cash flow.
Who are suppliers?
This skill involves setting goals and motivating staff.
What is leading?
High levels of this KPI may indicate poor job satisfaction.
What is staff turnover / absenteeism?
A force that resists change because of comfort with current practices.
What is organisational inertia?
Name one element of the operations system other than inputs or outputs.
What is the transformation process?
This refers to a business going beyond legal obligations to act ethically
What is corporate social responsibility (CSR)?
In this style, employees contribute ideas but the manager makes the final call.
What is consultative?
This KPI reflects customer satisfaction levels.
What is number of customer complaints?
Porter’s strategy of offering unique features valued by customers.
What is differentiation?
The key difference between service operations and manufacturing is that service outputs are this.
What is intangible / consumed at the point of production?
Long-term partnerships with sustainable suppliers is an example of this advantage from CSR.
What is competitive advantage / improved reputation?
This management skill involves passing authority to others while retaining accountability.
What is delegating?
If wastage is rising, it suggests weaknesses in this KPI.
What is rate of productivity growth?
Staff resistance can be reduced by these two strategies.
What are communication and support?
This lean management concept means striving for products without defects.
What is zero defects?
This government-owned business type may aim for profit or community services.
What is a government business enterprise (GBE)?
This style gives employees full decision-making power with minimal supervision.
What is laissez-faire?
KPIs must be linked to these to show relevance.
What are business objectives?
Students often lose marks when explaining change strategies because they forget this crucial step.
What is applying them to the case study / context?