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BWL II (Fach) / Chapter 1 (Lektion)

Operations Management

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  • 1-1 Operations management (OM) is... Operations management (OM) is the science and art of ensuring that goods and services are created and delivered successfully to customers
  • 1-3 A good is... A good is a physical product that does not quickly wear out and typically lasts at least three years.
  • 1-3 A durable good is.. A durable good is a product that does not qucikly wear out and typically lasts at least 3 years.
  • 1-3 A nondurable good is... A nondurable good is no longer useful once it´s used, or lasts for less than 3 years.
  • 1-3 A service is... A service is any primary or complementary activity that does not directly produce a physical product.
  • 1-3 A service encounter is... A service encounter is an interaction between the customer and the service provider.
  • 1-3 Moments of truth are... Moments of truth are any episodes, transactions, or experiences in which a customer comes into contact with any aspect of the delivery system, and thereby has an opportunity to form an impression.
  • 1-3 Service management integrates... Service management integrates marketing, human resources, and operations functions to plan, create, and deliver good and services, and their associated service encounters.  
  • 1-4 A customer benefit package (CBP) is... A customer benefit package (CBP) is a clearly defined set of tangible (goods-content) and intangible (service-content) features that the customer recognizes, pays for, uses or experiences.
  • 1-4 A primary good or service is... A primary good or service is the "core" offering that attracts customers and responds to their basic needs.
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  • 1-4 Peripheral goods and services are... Peripheral goods and services are those that are not essential to the primary good or service, but enhance (bereichern) it.   For e.g. Free Coffee & Tea (goods) and High Speed Internet (services)
  • 1-4 A variant is a CBP feature that... A variant is a CBP feature that departs from the standard CBP and is normally location- or firm-specific.   For e.g. a fishing pond for children, next to the car selling store.
  • 1-5 A process is... A process is a sequence of activities that is intended to create a ceratin result.
  • 1-6 Sustainabilty refers to... Sustainabilty refers to an organizations´s ability to strategically address current business needs and successfully develop a long term strategy that embraces opportunities and manages risk for all products, systems, supply chains and processes to preserve (erhalten) resources for feature genrations.  
  • 1-6 Environmental sustainability is... Environmental sustainability is an organizations´s commitment (Hingabe) to the long-term quality of our environment.
  • 1-6 Social sustainability is.. Social sustainability is an organization´s commitment to maintain (aufrechterhalten) healthy communities and a society that improves the quality of life.
  • 1-6 Economic sustainability is.. Economic sustainability is an organization´s commitment to address current business needs and economic vitality.
  • 1-6 Business analytics is a process of.. Business analytics is a process of transforming data into actions through analysis and insights in the context of organizational decision making and problem solving.

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