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Plan
Act Do
Check
Engineering/
technical
Product/service
Marketing
development
Operations
management
Personnel Purchasing
Accounting
and finance
Engineering/
technical
Product/service
Marketing
development
Operations
management
Personnel Purchasing
Accounting
and finance
Extent of the operations
function
Input-Transformation-Output Processes
Input
transformed
resources
Materials
information
customers Environment
The Goods
Input transformations Output and
process services
Environment
Facilities
staff
Input
transforming
resources
Output: A Mixture of Goods and Services
Pure Goods
Crude oil production
Tangible
Specialist machine tool manufacturer Can be stored
Aluminium smelting
Information
Market
from customers
forecasts,
Computer Marketing sales
systems and sales proposales
Survey and
and plans
analysis staff
Broadcasting
Wood, steel,
and programme-
plastic, etc. Adapted,
Scenery making
Set and props maintained and
Carpenters
and equipment Engineering repaired
manufacture props Test and repair
equipment
equipment
Machines
Staff
Micro Operations and Business
Processes
Micro operations
Marketing Set and props Production Finance and
Engineering
and sales manufacture units costing
Preparing quotations
Programme production
s ess ec or p ss e ni s u B
delli fl uf s dee n r e mot s u C
Music videos
The operation
Buffer Buffer
system
Pe
an ng
rs
f in ti
on
ce
d un
ne
an cco
l
A
The
Suppliers Purchasing operation Marketing Customers
function
Pr
o
de duc
er l/
ve t/s
ne ca
g
lo er
gi ni
in
pm vi
en ech
en ces
T
Process Staff
technology
A Typology of Operations
Implication Implication
Planning
Facilities and control
staff
Input
transforming Environment
resources
The Three Roles of the Operations
Function
Operations as effector Operations as follower Operations as leader
Strategy
tio ns
a
Give an
fo pe r Redefine the
operations
t io no Externally
industry‘s
advantage i bu supportive
o nt r expectations
n gc
re as i Be clearly the
Link strategy I nc best in the
Internally
with operations supportive
industry
Stop holding
Correct the Internally
the organisazion
worst problems neutral
back
Stage 1 Stage 2 Stage 3 Stage 4
The The The
ability ability to ability to
to implement be appropriate drive strategy
External and Internal Effects on the
Performance Objectives
Low price
high margin,
Short delivery or both
lead time
Cost Dependable
High total delivery
Internal effects of
Fast Reliable
the five performance
throughput operation
objective
Error-free Ability to
processes change
Quality Flexibility
Frequent new
On-specification product/services
products/ services Wide product/services range
Volume and
delivery adjustments
The Influences on the Relative
Importance
of Performance Objectives
The influence of the
The influence of the
organization‘s competitors
organization‘s customers
How does the operation
What are order-winning,
react to changes in the
qualifying, and less
way competitors
important factors to them?
behave?
The relative
importance of each
performance objective
to the operation
Qualifiers Price
Performance Speed
Performance Speed and objectives Performance Cost
objectives flexibility objectives
Effects of the Product/Service Life Cycle
Introductio
Growth Maturity Decline
n
Range
Quality Prince Dependable
Likely qualifiers Quality
Range Range supply
Speed
Dominant operations performance Flexibility Cost
Dependability Cost
objectives Quality Dependability
Quality
Design Activities in Operations
Management
The general principles
of design in operations
The The
design of design of
products and services processes
Concept generation
Network design
Screening
Layout
Preliminary design and flow
Concept
Uncertainty
regarding
the
Choice final
Time
and design
evaluation Certainty
screens regarding
the
final
design
Final design
specification
Process Types in Manufacturing
Operations
Low Volume High
High
Project
Jobbing
Batch
Variety
Mass
Continous
Low
Process Types in Service Operations
High
Professional services
Service shops
Variety
Mass services
Low
Line of Fit of Process to Volume/Variety
Characteristics
Manufacturing Volume Service
operations operations
process types Variety process types
Less
Mass process
flexibility
than is Mass
needed
so high
service
Continuous None cost
Interpretation
of expectation Expectations
Marketing
Product/ Product/
service service
specification
Stages of Product/Service Design
Concept generation
Screening
Preliminary design
Evaluation and
improvement
Prototyping and
final design
Internal External
sources sources
Concept generation
From an Idea to a Concept
Idea
From
The overall shape
Adventure holiday Adventure holiday
of the product or service
for young people for young people
Function
The way in which the
product or service operates
Idea
Concept Screening
Many concepts
Marketing screen
Operations screen
Financial screen
Acceptable
concepts
Effect of a Delay in Time to Market
Cash
Sales revenue
Cash flow
Time
Development costs
Delay in Delay in
time to financial
market breakeven
Organization Structures for Design
Activity
F.M.
F.M.
F.M.
F.M.
P.M.
P.M.
P.M.
F.M.
F.M.
F.M.
F.M.
P.M.
F.M.
F.M.
F.M.
F.M.
P.M.
P.M.
P.M.
P.M.
Pure functional organization
Increasing project
P.M. orientation
P.M.
F.M.
F.M.
F.M.
F.M.
P.M.
P.M. P.M.
P.M.
Pure project organization P.M.
P.M.
F.M.
F.M.
F.M.
F.M.
P.M.
P.M.
P.M.
P.M.
F.M. = Functional Manager
P.M. = Project Manager
Total and Immediate Supply Networks
The
Operation
Volume (units/week)
Demand
Time
Relationship Between Process and Basic
Layout Types
Project processes
Fixed-position layout Professional services
Jobbing processes
Process layout
Service shop
Batch processes
Cell layout
Mass processes
Mass service
Product layout
Continous processes
Volume Variety and Layout Type
Flow is Volume
intermittet Low High
High Fixed-position
layout
Cell
layout
Product
layout
Low
Flow becomes
continuous
Regular flow more important
Types of Cell
Amount of
indirect resources included in
the cell
High
Proportion of the
direct resources
Low High needed to complete
the transformation
included in
the cell
e.g. Small multi-machine e.g. Complete component-
manufacturing cell manufacturing cell
Low
Relative Rates of Innovation for Product
and Process Technology
Process
technology Unco-ordinated Systemic
High
Process
Rate of innovation
technology
Product
technology
Low
Introduction Growth Maturity
Stage of development
Volume and Variety Characteristics
Volume
Low High
High Stand-alone NC machine tool
NC machining centres
Flexible manufacturing
systems
Variety
Flexible trans-
fer lines
Dedicated systems
Low
Increasing Integration of Manufacturing
Technologies
Designing Controlling Handling Managing
INTEGRATED INTEGRATED
The computer-based
CAD/ CAM FMS systems of other
functions, suppliers
and customers
INTEGRATED
CIM
INTEGRATED
CIE
The Growth in Telecommunication
Services
Network services
Home shopping
Cashless services
Video games
Home banking
Video conference
Multimedia database
Interactive video
Telewriting
Smart card comms
Personal numbering
Videotext
Mobile videotext
Telenewspaper
Intelligent network
Translation
Artificial reality
Voice messaging Virtual reality
Image transmission Hi-Fi telephony
Remote computing Teleworking
Voice conference Mobile videophone
Video conference ATM
Star services Frame relay
Cable TV
Alphanumeric paging Speech fax
Paging
Mobile telephony Archiving
Teletext
Colour fax Centrex
Multimedia
Telemetry SDH
Mobile telephony
Colour TV ISDN X400
EDI
TV Stereo radio LinklineDDSN Telepresence
CCTV
Telegram Telex 999 service Satelite TV
Satelite services
Telegraphie Telephony Radio Private circuit
What
tasks?
What
Where to sequence?
locate
What Who
skills else?
How How to
much interface
autonomy with the
What facilities?
environmental
conditions
The Chronology of the Differente
Approaches to Job Design
before 1900
Division
of labour 1900
Scientific
management
Operations
job design
Ergonomics
Behavioural 1950
approach
Time Empowerment
1980
1970
Differente Approaches to Job Design
Emphasis on
Emphasis on
commitment and
managerial control
engagement of staff
Staff treated
as a cost
Division of labour
Scientific
management
Ergonomics
Behavioural
approaches
Causes of seasonality
Current Current
capacity Updated capacity Updated
estimates forecasts estimates forecasts
Costs Costs
Revenues Revenues
Working capital Working capital
Customer satisfaction Customer satisfaction
etc. etc.
Dynamics of Capacity Planning
Short-term outlook
Stock Sales
operations
e.g Local retail store
Suppliers
The Position of Inventory II
Suppliers
The Position of Inventory III
Suppliers
The Position of Inventory IV
Garment
producers
Cloth Regional
producers warehouses
Yarn Retail
producers stores
Inventory Profile
Steady and
Order predictable Slope = demand rate
quantity demand (D)
Q
Inventory
level
Average inventory = Q / 2
Time
Q/D
Instantaneous deliveries at rate of D / Q per period
Economic Order Quantity
Total costs
Costs
Holding costs
Order costs
Economic order
quantity (EOQ)
Order quantity
Pareto Curve for Items in a Warehouse
Cumulative % of total value
The
Operation
Materials management
Supply chain management
The Purchasing Function
Suppliers Purchasing function The internal operation
Prepare Request
Suppliers
request for for products
Prepare quotations
quotations and services
Garment
manufacturer
Regional
warehouses Retail
stores
Process
Inventory
Multi-Echelon Physical System II
6 contracts
Factory Factory Factory
18 routes
3 contracts
Customer Customer Customer Customer Customer Customer
Multi-Echelon Physical System III
Ex-works
Purchaser
Supplier
Delivered
Purchaser‘s responsibility
Supplier‘s responsibility
Materials Management
Materials Management
Customers
out management management management management in
Suppliers
Information flow
Material Requirement Planning
Master productions
Customer orders Forecast demand
schedule
Materials
Bills of materials requirements Inventory records
planning
Key capacity
Forecast demand
constraints
Master
Sister plant demand production Inventory level
schedule
Materials Capacity
plan plan
Resource
Production
Realistic? requirements
plan
plan
Master Rough-cut
production Realistic? capacity
plan plan
Capacity
Materials
Realistic? requirements
plan
plan
Traditional Flow
Orders Orders
Deliveries Deliveries
A Typology of Projects
High
Multi-nation
Nation
Uncertainty
Multiorganization
Organization
Group
Individual
Low
Identify activities
Optimize
Identify relationships and dependencies
Profits up
The Customer‘s Views of Quality
Gap Gap
Customer‘s Customer‘s
expectations Customer‘s expectations Customer‘s
concerning perception‘s concerning perception‘s
a product or concerning a product or concerning
service the product or service the product or
service service
Gap
Customer‘s
expectations Customer‘s
concerning perception‘s
a product or concerning
service the product or
service
Expectation = perceptions
Perceived quality is acceptable
Gap Analysis Between Customers‘
Perception and Expectation
Previous Word-of-mouth Image of
experiences communications product or service
Gap 4
Customer‘s Customer‘s
The expectations Is there perception‘s
customer‘s concerning a gap? concerning
domain a product or the product or
service service
Customer‘s own
specification
of quality
The actual
Gap 1 product
or service
The Management‘s Organization‘s
operation‘s concept of the specification
product or service of quality
domain
Gap 2 Gap 3
Change in Customers‘ Needs and the
Operation‘s Performance over Time
Cost Cost
Dependability Dependability
Speed
Speed
Time
Better Excess
than
Appropriate
Performance
competitors
against
Improve
Worse Urgent action
than
Bad
Less Order
Qualifying
important winning
Importance
Low for High
customer
Breakthrough Improvement
Plan
Act Do
Performance
Check
Time
dee n r e mot s u C
Activity 1
Function 1
Activity 2
Function 2
Micro operations
Approach
Activity 3
Function 3
Activity 4
Function 4
or p ss e ni s u B s ess ec or p ss e ni s u B
The Business Process Re-engineering
Answer query No
over phone
Needs an No
engineer visit
Yes
Arrange for
engineer to visit
Customer Yes
satisfied
No
Engineer reports
back to manager
Important No
Query/ customer
Yes
Request central
engineer support
Cause-Effect Diagram
Frequency
Marketing photocopies
Telefax services
Services performed
Providing ashtrays
Pareto Diagram
Providing medication
Why-Why Analysis
Not in budget
No knowledge of
system modifications
Failure detection
and analysis
Improving system
Recovery
reliability
Total cost
Costs
Cost of
Cost of
providing preventive
breakdowns
maintenance
Optimum level of
preventive maintenance
Total cost
Costs
Cost of breakdowns
Cost of providing
preventive maintenance
Machine A
Probability of failure
Machine B
x y
Time
The Stages in Failure Planning
The fact – What?
Discover
Possible consequences – Who?
Inform – Tell
Act Contain – Stopp
Follow up - Check
•Quality systems
•Quality costing Inspection
•Problem solving
•Quality planning
Quality control
•Statistical methods
Quality assurance
•Process performance
•Quality standards Total quality management
•Error detection
•Rectification
The Cost of Errors in Different
Development Stages
External failure
Costs of quality
Internal failure
Appraisal
Prevention
Time
Group-based Improvement
Quality
Quality improvement Task
circle team force
Improvement
task Established by
Group
selection management
Membership Assigned by
Voluntary
of group management
Urgent of
improvement Low High
task
The Effectiveness of the TQM Initiative
Time
Introduction Growth Leveling off Disillusionment Repackaging
Starting to hit
Attempts to
Learning and Increasing the more difficult Waning
revitalize the
understanding enthusiasm problems enthusiasm
programme
The European Quality Award Model
Business
Leadership Policy and strategy Processes Customer satisfaction
results
10 % 8% 14 % 20 %
15 %
Enablers Results
50 % 50 %
Sweeney‘s Generic Strategies
Marketer Innovator
Emphasizes Emphasizes
Enhanced
• Quality • Quality
• Speed
• New product/service
• Development
Caretaker Innovator
Emphasizes Emphasizes
• Price/ cost • Quality
Basic
• Dependability • Product/service
• Quality • Performance
• Flexibility
• Speed
Traditional Enhanced
International Operations Network
Configurations
Performance
objective 2
Performance
objective 2
Performance Performance
objective 1 objective 1
Non-causal Causal
techniques techniques
Demand
Time
Demand
Time
Demand
Time
The Standard Time Approach
Relaxtion
Relaxtion
Relaxtion One standard
minute or
hour of work
Working
Working
Working
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