Академический Документы
Профессиональный Документы
Культура Документы
Definition:1.mgnt of production of goods and services 2. Design, operation and improvement of systems that create and deliver the firms primary products and services. 3. Funct responsible for production and distribution of goods and services. Operation as functional area addresses the gap based on the prevailing: - stage of growth type of the business business climate Operation as system: challenges coordination & integration strategies: cross functional team, shared KPI Operation as set of decisions: - do you know your priorities is your priority correct resources are limited. Managerial function: Planning conversion system:forecast, product choice, op strg, op capacity,location, layout, scheduling Orginizing for conversion:job design, project management Controlling:material and quality/competition. Life Cycle: Birth (goals) Design (product, process, capacity, lation, layout, quality, forcast, job assgn Startup (implement,meet target cap,quality) Steady State (maintain, improve,cope changes) Termination (phase-out,redeploy,salvage) Decision Categories: Process: determine physical process and facility to produce/service Inventory: Determina what, when, how much to order/store Capacity: provide right capacity at right time and place Workforce:schedule,motivate,train labourQuality:ensure quality standard and performance. Current Competitive Challenges :demanding customer competition cost quality shorter delivery customizationcomplex global supply chain IT knowledge based comp environmental governance business cycles Operation Management: solve problem to improve production, problem focused, need to understand function Operation Research: use methodology to model and solve problem, method focused. Operations Objectives:1. Cost: produce and/or distribute product/service. Metrics:cost of good sold, inventory, productivity 2. Quality: value, usefulness as perceived by customer. Conformance:Meet specs. Performance:performing a task. Metric:Internal/external failure cost, incoming supply quality, product features. 3.Delivery: i. dependability to meet delivery schedule and due dates. Metrics: % of order ontime, % of item ontime. Ii. Speed: deliver quickly to customer orders: metric lead time of delivery. 4.Flexibility: ability to react to changes in product mix and volume. i. PMF:react quickly to product change. Setup time between products, # of products supported by process, skill sets ii.VF: time to changes by x%, slack capacity
Why Ops Strg:focus for decision making,help in competition,cope with changing, long-term view, accountability, communication & priorities, enhance role. Bus. strg: Michael Porter, diff, low cost, focus. Operation Objectives: CQDF Marketing and Operation Order Qualifiers: attribute to be shortlisted as potential supplier (to qualify as competitor) Order Winners:criteria that win orders e.g.:Price, delivery speed, quality (performance, features, reliability, conformance, durability, aesthetics, perceived quality), variety, green, rapid response to customer changes, design leadership, pre/after sales support.
restaurant. Challenges:scheduling,decide which order to proc next,long queue, sch rules (first come first served,earliest due date,shortes process time) capacity allocation(temp staff,X-train) Objective:PMF. Project:Unique flow;no flow;high stakes;Challenges:cost control & planning, quality, scheduling, organizational (functional, project, or matrix)
Class by type of customer order: a.MTS: Product (prod specified;low variety;inexpensive) Objectives (Balance inv, capacity, and service) Main operations problems (forecasting, planning, control inv) b. MTO: Product (cust spec.; high variety;expensive) Objectives (manage delivery lead times and capacity) Main ops prob (delivery promises/time)
Project: UniqueBuilding.Job Shop:Low volume;low standardizationPrinting Batch:Low volume; multiple productsheavy equipment. Assembly line:Higher vol;few major productsauto assembly. Continuous;high volume;high stand.commoditySugar Refinery Order Penetration Point:(MTO)Supplier(MTO)Fab(ATO)Assy(MTS)Dist Process Selection:1.Market condition 2. Capital req 3. Labor 4. Technology Mass Customization:1.modular prod 2. Fast changeover (zero setup time bet. Orders) 3. Postponement of options
Nature of the Service Act / Direct Recipient of Service : Tangible act / People bodies:(Health car, passe transport, salons) Tangible act /Things physical possesion: (Freight&trans;repair maint;veteri) Intang act/People mind: (EduBroacast;IS;Theather;Museum) Intang act/Intang assets (banking,legal serv, accounting) Nature of Serv Delivery / Relationship bt Serv Org and Its Customers Continuous serv / Membership: (Insurance;tel sub; elec; banking) Continuous serv / No formal : (radio; police; lighthouse; highway) Discrete trans/ membership:(long distance call, theater, transit pass, airline ff) Discrete trans/no formal: (restaurant, pay phone, toll high way) Extent to which Supply is constrained / Extent of Deman Fluctuation over Time Peak demand can usually be met without major delay/Wide (Elec, tel police emergency, hospital maternity unit) /Narrow (Insurance, legal services, banking laundry) Peak demand regularly exceeds capacity/Wide (Tax preparation, passenger transportation, hotels motels) /Narrow (fast food;movie theater;gas station) Method of Service Delivery