Quality
Flexibility
Speed
Customisation
Dependability
Cost
• Quality of design - It extends to how well a product is made or a service is delivered e.g. Mercedes Benz
• Quality of conformance - is the focus on how well the product meets the standard of a prescribed design with certain specifications. For example, a Mercedes Benz vehicle combines very high-quality design with high standards of conformance.
• Quality of service - how reliable the service is, how well the service meets the specific needs of the client and how timely or responsive the service delivery is.
Speed aims to satisfy customer demands as quickly as possible. There are 3 goals for speed include:
• reduced wait times
• shorter lead times
• faster processing times.
Dependability refers to how consistent and reliable a business’s products are.
Flexibility refers to how quickly operations processes can adjust to changes in the market. For example, changes in market demand cause a pressure on capacity. However, it may take three months for the business to change capacity. Similarly, it can take a business months to create a new product or extend a product line. It is important to note that time and flexibility are related; the faster the processing time the greater the likelihood that processes can be adjusted quickly
Customisation refers to creation of individualised products to meet the specific needs of the customers.
Services are generally customised, although aspects of services can be standardised e.g. fast-food sector.
Cost: the minimisation of expenses so that operations processes are conducted as cheaply as possible
2014
Q5 Which of the following are all examples of operations performance objectives?
(A) Choice, flexibility, profit, speed
(B) Cost, dependability, quality, speed
(C) Customisation, flexibility, profit, quality
(D) Choice, customisation, dependability, profit
2015
Q9 A business wants to minimise the volume of its waste.
Which performance objective is the business trying to achieve?
(A) Cost
(B) Customisation
(C) Flexibility
(D) Speed
2016
Q9 Which performance objective measures how well a product meets the prescribed design specifications?
(A) Cost
(B) Flexibility
(C) Quality
(D) Speed