WAHYU ZUHRI

1. Production of goods results in a tangible output, anything that can be seen or touched.
Delivery of service, is an action.

2. The major differences between high-contact and low-contact service systems: high-contact
system-to receive the service, the costumer must be part of the system. Low-contact system is
when customers are not in contact with the any services while the service is performed.

3. The five major categories of operation planning are: capacity planning, location planning,
layout planning, quality planning, and methods planning.

4. Major activities in material management are: purchasing, controlling inventory and

scheduling.

5. Activities are involved in total quality management: value added analysis, statistical process
control, quality/cost studies, quality improvement teams, benchmarking, and getting closer to the
costumer.

6. Real estate firm : resources -> enterprise

Product-> service
Child care facility : resources -> human, land,
Product-> service
Bank : resources -> human, land,
Product-> service
Hotel : resources -> human, land,
Product-> service

7. wheat from farmer -> 1. factory that process wheat 2. Eggs from farm-> bakery factory ->
distribution center -> 1. Supermarket 2. Direct selling 3. store
Upstream : for the example is activity from wheat from farmer to factory that process wheat,
wheat from wheat factory, wheat from wheat factory to bakery factory, and eggs from farm to
bakery factory.
My recommendation is to

8. Internal customer : someone who work in a grocery store and buy their grocery there.
Internal supplier : from that store, the is someone who work there and sell his product (example
eggs from his farm) in that grocery store.
If this internal supplier keep the quality of his product, the internal customer will keep buying his
product.

9.

Make-to-stock Make-to-order
 Product available whenever demand  Each order specific
comes from customer (goods)  Save inventory (goods)
  Good service levels (service)

10. I would like to suggest to make “swalayan” in gas station. Customer fill their on gas and pay
it with e-cash.
Costumer prediction : society
Opportunity : life style (want everything be fast)
Problem : have to educated how to operated the gas machine
Identity : swalayan gas station
Enemy : traditional gas station

11.I interviewed a farm owner that sell his cows in my hometown. His major decisions is to keep
the price reasonable and welcome to the customer even when they just want to ask as much
information as possible before they buy.