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