How effectively an organization meets the wants and needs of customers relative to others that offer similar goods or services
What is a mission?
The reason for an organization's existence
What is a mission statement?
States the purpose of the organization. "What business are we in?"
What are goals?
Provide detail and the scope of the mission. Serve as the basis for organizational strategies.
A plan for achieving organizational goals.
The methods and actions taken to accomplish strategies. The "how to" part of the process.
The actual "doing" part of the process.
Define core competencies.
The special attributes or abilities that give an organization a competitive edge.
Define order qualifiers.
Characteristics that customers perceive as minimum standards of acceptability to be considered as a potential purchase.
Define order winners.
Characteristics of an organization's goods or services that cause it to be perceived as better than the competition.
List 6 key external factors.
List 7 key internal factors.
facilities and equipment
products and services
Define operation strategy.
The approach, consistent with organization strategy, that is used to guide the operations function.
Define quality- based strategy.
Strategy that focuses on quality in all phases of an organization.
Define time-based strategies.
Strategies that focus on the reduction of time needed to accomplish tasks.
Define agile operations.
A strategic approach for competitive advantage that emphasizes the use of flexibility to adapt and prosper in an environment of change. Blends cost, quality, reliability, and flexibility.
A measure of the effective use of resources, usually expressed as the ratio of output to input.
What are productivity measures useful for?
Tracking an operating unit's performance over time.
Judging the performance of an entire industry or country.