Service Operations Management, Spring 2014
Study Guide for Exam 1 (CB, pp. 1 – 169), Lecture Slides, Notes, and Articles
Exam Date/Time:
Wednesday, February 12, 9am
Associate Professor Mark McComb, CQE, Ph.D.
School of Business
Note: You may bring one 8½ x 11 reference sheet (front and back). Bring a calculator – you may NOT use
your cell phone.
Terms and people you should be able to identify
Adam Smith
Capitalism
Karl Marx
Frederick Taylor
Scientific Management
Hawthorne Experiments
The Great Depression
John Maynard Keynes
Henry Ford
Mass Production
World War II
Kurt Lewin
W. Edwards Deming
The 1973 Oil Crisis
Toyota Production System
Taiichi Ohno
Globalization
David Ricardo
Comparative Advantage
Clark-Fisher Hypothesis
Daniel Bell
Preindustrial Society
Industrial Society
Postindustrial Society
Experience Economy
Pull Theory of Innovation
Service Encounter
Service Package
Service Concept
Service Process Matrix
Strategic Service Vision
Service Strategies
Service Qualifiers
Service Winners
Service Losers
Kano Diagram
Stages of Competitiveness
Yield Management
Service Design Elements
Customer Value Equation
Moment of Truth
Throughput
Bottleneck
Capacity
Demand
Productivity
Michael Porter
Henry Mintzberg
Gary Hamel
Creative Destruction
Five Forces Analysis
Service Innovation
Differentiation
Core Competencies
Forecasting Model
Qualitative Forecasting
Moving Average Model
Exponential Smoothing Model
Mean Absolute Deviation (MAD)
Mean Absolute Percentage Error
(MAPE)
Questions you should prepare to answer and Problems you should prepare to solve:
1.
2.
3.
4.
5.
6.
7.
Describe key tasks in the management of service operations?
What are key elements in the evolution of operations?
Why is the U.S. economy considered a service economy?
What is mass production?
What are the lessons of the Hawthorne experiments?
What are the basic principles of scientific management?
What were Lewin and Deming’s critiques of scientific
management?
8. What are the key ideas of the Toyota Production System?
9. Why is globalization controversial?
10. What is the central lesson of the 1973 oil crisis?
11. What are some lessons of “Nickel and Dimed” for service
operations?
12. What is the value of “self-service” in a service economy?
13. What are some challenging aspects of managing service
operations?
14. Explain the elements of a service encounter.
15. Apply the concept of a service package (See Village Volvo
Case)
16. Illustrate the distinctive characteristics of service operations.
17. Compute productivity given a scenario.
18. Why is productivity so important?
19. Develop and analyze Moving Average forecasting models.
20. Develop and analyze Exponential Smoothing forecasting
models.
21. What are Michael Porter’s suggestions for restoring
competitiveness in the United States?
Note: If you are absent for Exam 1, you must take it at the end of the semester on the date specified in the
syllabus.
Service Operations Management, Spring 2014
Study Guide for Exam 1 (CB, pp. 1 – 169), Lecture Slides, Notes, and Articles
Exam Date/Time:
Wednesday, February 12, 9am
Associate Professor Mark McComb, CQE, Ph.D.
School of Business
Note: You may bring one 8½ x 11 reference sheet (front and back). Bring a calculator – you may NOT use
your cell phone.
Terms and people you should be able to identify
Adam Smith
Capitalism
Karl Marx
Frederick Taylor
Scientific Management
Hawthorne Experiments
The Great Depression
John Maynard Keynes
Henry Ford
Mass Production
World War II
Kurt Lewin
W. Edwards Deming
The 1973 Oil Crisis
Toyota Production System
Taiichi Ohno
Globalization
David Ricardo
Comparative Advantage
Clark-Fisher Hypothesis
Daniel Bell
Preindustrial Society
Industrial Society
Postindustrial Society
Experience Economy
Pull Theory of Innovation
Service Encounter
Service Package
Service Concept
Service Process Matrix
Strategic Service Vision
Service Strategies
Service Qualifiers
Service Winners
Service Losers
Kano Diagram
Stages of Competitiveness
Yield Management
Service Design Elements
Customer Value Equation
Moment of Truth
Throughput
Bottleneck
Capacity
Demand
Productivity
Michael Porter
Henry Mintzberg
Gary Hamel
Creative Destruction
Five Forces Analysis
Service Innovation
Differentiation
Core Competencies
Forecasting Model
Qualitative Forecasting
Moving Average Model
Exponential Smoothing Model
Mean Absolute Deviation (MAD)
Mean Absolute Percentage Error
(MAPE)
Questions you should prepare to answer and Problems you should prepare to solve:
1.
2.
3.
4.
5.
6.
7.
Describe key tasks in the management of service operations?
What are key elements in the evolution of operations?
Why is the U.S. economy considered a service economy?
What is mass production?
What are the lessons of the Hawthorne experiments?
What are the basic principles of scientific management?
What were Lewin and Deming’s critiques of scientific
management?
8. What are the key ideas of the Toyota Production System?
9. Why is globalization controversial?
10. What is the central lesson of the 1973 oil crisis?
11. What are some lessons of “Nickel and Dimed” for service
operations?
12. What is the value of “self-service” in a service economy?
13. What are some challenging aspects of managing service
operations?
14. Explain the elements of a service encounter.
15. Apply the concept of a service package (See Village Volvo
Case)
16. Illustrate the distinctive characteristics of service operations.
17. Compute productivity given a scenario.
18. Why is productivity so important?
19. Develop and analyze Moving Average forecasting models.
20. Develop and analyze Exponential Smoothing forecasting
models.
21. What are Michael Porter’s suggestions for restoring
competitiveness in the United States?
Note: If you are absent for Exam 1, you must take it at the end of the semester on the date specified in the
syllabus.
Service Operations Management, Spring 2014
Study Guide for Exam 1 (CB, pp. 1 – 169), Lecture Slides, Notes, and Articles
Exam Date/Time:
Wednesday, February 12, 9am
Associate Professor Mark McComb, CQE, Ph.D.
School of Business
Note: You may bring one 8½ x 11 reference sheet (front and back). Bring a calculator – you may NOT use
your cell phone.
Terms and people you should be able to identify
Adam Smith
Capitalism
Karl Marx
Frederick Taylor
Scientific Management
Hawthorne Experiments
The Great Depression
John Maynard Keynes
Henry Ford
Mass Production
World War II
Kurt Lewin
W. Edwards Deming
The 1973 Oil Crisis
Toyota Production System
Taiichi Ohno
Globalization
David Ricardo
Comparative Advantage
Clark-Fisher Hypothesis
Daniel Bell
Preindustrial Society
Industrial Society
Postindustrial Society
Experience Economy
Pull Theory of Innovation
Service Encounter
Service Package
Service Concept
Service Process Matrix
Strategic Service Vision
Service Strategies
Service Qualifiers
Service Winners
Service Losers
Kano Diagram
Stages of Competitiveness
Yield Management
Service Design Elements
Customer Value Equation
Moment of Truth
Throughput
Bottleneck
Capacity
Demand
Productivity
Michael Porter
Henry Mintzberg
Gary Hamel
Creative Destruction
Five Forces Analysis
Service Innovation
Differentiation
Core Competencies
Forecasting Model
Qualitative Forecasting
Moving Average Model
Exponential Smoothing Model
Mean Absolute Deviation (MAD)
Mean Absolute Percentage Error
(MAPE)
Questions you should prepare to answer and Problems you should prepare to solve:
1.
2.
3.
4.
5.
6.
7.
Describe key tasks in the management of service operations?
What are key elements in the evolution of operations?
Why is the U.S. economy considered a service economy?
What is mass production?
What are the lessons of the Hawthorne experiments?
What are the basic principles of scientific management?
What were Lewin and Deming’s critiques of scientific
management?
8. What are the key ideas of the Toyota Production System?
9. Why is globalization controversial?
10. What is the central lesson of the 1973 oil crisis?
11. What are some lessons of “Nickel and Dimed” for service
operations?
12. What is the value of “self-service” in a service economy?
13. What are some challenging aspects of managing service
operations?
14. Explain the elements of a service encounter.
15. Apply the concept of a service package (See Village Volvo
Case)
16. Illustrate the distinctive characteristics of service operations.
17. Compute productivity given a scenario.
18. Why is productivity so important?
19. Develop and analyze Moving Average forecasting models.
20. Develop and analyze Exponential Smoothing forecasting
models.
21. What are Michael Porter’s suggestions for restoring
competitiveness in the United States?
Note: If you are absent for Exam 1, you must take it at the end of the semester on the date specified in the
syllabus.
Purchase answer to see full
attachment