Академический Документы
Профессиональный Документы
Культура Документы
Operations Management
ng G oa l s
Learni
5 Describe the essential operations
1 Define the role of the business management tasks.
in society and the role of profits
in business..
6 Illuminate differences between a
production worker and a
Define the role of operations knowledge worker.
2
management within a
7 Describe Human Sigma as a
business. model for customer service
operations
3
Describe the concept of
command intent
4
Describe how operations
managers accomplish the
command intent of an
organization.
i s O . M
What
• When most people think of the concept of
management they are envisioning operations
managers.
• Operations managers are often referred to as
“front-line” managers, as they typically are
involved in directly overseeing a business' major
functions (e.g., dispensing prescriptions
• While operations managers typically have input
with the executive team on all phases of the
management of a company.
p era ti on s
c ti o n & O
Produ me n t
Mana g e
Supply chain Which suppliers will best help the company meet the needs of
management our customers?
Inventory How does the business insure that it will have enough without
management having too
much or too little inventory?
Maintenance How can the business keep all the equipment and facilities in
good working
order?
eo r y o f
The Th t e n t
m an d I n
C o m
• the most challenging component of managing a
pharmacy's operations is managing its human
resources.
• A manager cannot supervise what every
employee is doing all day long
• The manager must find a way to ensure that
employees are working on the right tasks at the
right time
• operations managers must develop plans and
communicate them effectively.
eo r y o f
The Th t e n t
m an d I n
C o m
• the U.S. Army has determined that the
most successful battlefield commanders
are the ones who are able to think critically
and change tactics during a mission, while
still working toward the ultimate
• Good leaders are aware of the command
intent of their orders and understand that
circumstances constantly change while in
battle.
eo r y o f
The Th t e n t
m an d I n
C o m
• Command intent gives a description of
what the desired outcome is in relation to
the current mission.
• It focuses on the endpoint, and does not
summarize how to achieve that endpoint.
• Never tell people how to do things
ex a m p l e
• a vision statement for a community
pharmacy may be “To be a recognized
leader in customer service by providing
affordable, timely, and effective drug
therapies to improve our patients' lives.
• Stock arrives on Tuesday
• Additional scheduled Tue staff call in sick
• the employees will recognize the priority of
customer service and cease putting away
the order to help meet customer demand..
ar r y O u t
o O M C
How D d I n t e n t ?
C o mm a n