Operations · Both
Production, Quality & Customer Service
Operations turn inputs into goods and services customers want – efficiently and to the right standard.
Production methods
• Job – unique items; flexible; higher unit cost
• Batch – groups of identical items; some flexibility
• Flow – continuous; low unit cost; high volume
Technology and lean approaches aim to reduce waste.
Quality and service
Quality control (check at end) vs quality assurance (build in throughout).
Good customer service builds loyalty and reputation; poor service loses sales.
Worked example
When is job production suitable?
Solution: For unique or customised products (e.g. specialist furniture, bespoke software).
Practice questions
1. Name three production methods.
2. Quality control vs assurance?