Exam 1 Study Guide
Ch. 1 – Intro to Operations Management
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All materials in slides and text
Know all definitions and terms
Definition of OM and the implications of matching supply and demand
The Basic Functions in a Business and what each areas responsibility is
Supply Chain Management and value-added processes
Differences between Products and Services
o Know the differences and how products and services rate on these (Slide 1-11)
Challenges of Managing Services
Process Management and Process Variation – types and definitions
Types of Models and the Pros and Cons of using Models
Pareto Phenomenon
Characteristics of Customization
Systems Approach
No Problems from this chapter
Ch. 3 – Forecasting
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All materials in slides and text
Know all definitions and terms
Features and Elements of Forecast
Forecast Accuracy and Error – MAD, MSE, and MAPE
Forecasting Approaches
o Judgmental
o Time Series and the relevant behaviors (i.e. trend, seasonal, etc.)
o Associative Models
Basic concepts for Focus Forecasting, Diffusion Models, Adjusting for Seasonality (along with Seasonal Relatives)
and Cycles
Correlations and r2
Problems – Be able to work the following:
o Naïve, Simple Moving Average, Weighted Moving Average, Exponential Smoothing
o Linear Trend Equation – just use technique (will not need to calculate equation)
o MAD, MSE
Ch. 4 – Product and Service Design
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All materials in slides and text
Know all definitions and terms
Key Questions in Design
Manufacturabilty and Serviceability
Know the basics definitions and concepts for Legal Considerations, UCC, Sustainability, LCA, and Value Analysis
Remanufacturing, DFD, and Recycling
Standardization
o Definition
o Advantages and Disadvantages
Mass Customization
o Definition
o Delayed Differentiation and Modular Design
Reliability and Robust Design
Other concerns:
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Reverse Engineering, Manufacturability, Concurrent Engineering, CAD, DFM and DFA, Component
Commonality, House of Quality, and the Kano Model
Considerations in Service Design – Differences in characteristics, variability, etc.
No problems from this chapter
Ch. 18 – Management of Waiting Lines
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All materials in slides and text
Know all definitions and terms
Waiting lines and costs
Queuing Theory
Why do we have to wait and what are the managerial implications of Waiting Lines?
Tradeoff between having customers wait and increasing service capacity – Total Costs of Waiting
Waiting Line Characteristics and Elements
o Population Sources, Number of Servers, Arrival and Service Patterns, and Queue Discipline
o Common Queuing Systems and examples
Basic idea of Constraint Management and the Psychology of Waiting
Problems
o Must be able to work all problems associated with Infinite Population
 Models 1 and 2 only
 see slides for examples
o You will not have any problems on Finite Source Population!