Operations and Productivity

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11 Operations and Productivity

Operations and Productivity

PowerPoint presentation to accompany PowerPoint presentation to accompany Heizer and Render Heizer and Render Operations Management, 10e Operations Management, 10e Principles of Operations Management, 8ePrinciples of Operations Management, 8e

PowerPoint slides by Jeff Heyl


OutlineOutline

Global Company Profile: Hard Rock Cafe

What Is Operations Management?

Organizing to Produce Goods and Services

Why Study OM?

What Operations Managers Do


Outline - ContinuedOutline - Continued The Heritage of Operations

Management

Operations in the Service Sector Differences between Goods and

Services

Growth of Services

Service Pay

Exciting New Trends in Operations Management


Outline - ContinuedOutline - Continued

The Productivity Challenge Productivity Measurement

Productivity Variables

Productivity and the Service Sector

Ethics and Social Responsibility


Learning ObjectivesLearning Objectives

When you complete this chapter When you complete this chapter you should be able to:you should be able to:

1. Define operations management

2. Explain the distinction between goods and services

3. Explain the difference between production and productivity


Learning ObjectivesLearning Objectives

When you complete this chapter When you complete this chapter you should be able to:you should be able to:

4. Compute single-factor productivity

5. Compute multifactor productivity

6. Identify the critical variables in enhancing productivity


The Hard Rock CafeThe Hard Rock Cafe

First opened in 1971 Now – 129 restaurants in over 40 countries

Rock music memorabilia

Creates value in the form of good food and entertainment

3,500+ custom meals per day in Orlando

How does an item get on the menu?

Role of the Operations Manager


What Is Operations What Is Operations Management?Management?

ProductionProduction is the creation of goods and services

Operations management (OM)Operations management (OM) is the set of activities that create value in the form of

goods and services by transforming inputs into

outputs


Organizing to Produce Organizing to Produce Goods and ServicesGoods and Services

Essential functions:

1.1. MarketingMarketing – generates demand

2.2. Production/operationsProduction/operations – creates the product

3.3. Finance/accountingFinance/accounting – tracks how well the organization is doing, pays bills, collects the money


Organizational ChartsOrganizational Charts

OperationsTeller SchedulingCheck ClearingCollectionTransaction processingFacilities design/layoutVault operationsMaintenanceSecurity

FinanceInvestmentsSecurityReal estate

Accounting

Auditing

MarketingLoans Commercial Industrial Financial Personal Mortgage

Trust Department

Commercial Bank

Figure 1.1(A)



OperationsGround support equipmentMaintenanceGround Operations Facility maintenance Catering Flight Operations Crew scheduling Flying Communications DispatchingManagement science

Finance/ accountingAccounting Payables Receivables General LedgerFinance Cash control International exchange

Airline

Figure 1.1(B)

MarketingTraffic administration Reservations Schedules Tariffs (pricing)SalesAdvertising


MarketingSales promotionAdvertisingSalesMarket research


OperationsFacilities Construction; maintenance

Production and inventory control Scheduling; materials control

Quality assurance and controlSupply-chain managementManufacturing Tooling; fabrication; assembly

Design Product development and design Detailed product specifications

Industrial engineering Efficient use of machines, space, and personnel

Process analysis Development and installation of production tools and equipment

Finance/ accountingDisbursements/ credits Receivables Payables General ledgerFunds Management Money market International exchangeCapital requirements Stock issue Bond issue and recall

Manufacturing

Figure 1.1(C)


Why Study OM?Why Study OM?1. OM is one of three major functions of

any organization, we want to study how people organize themselves for productive enterprise

2. We want (and need) to know how goods and services are produced

3. We want to understand what operations managers do

4. OM is such a costly part of an organization


Options for Increasing Options for Increasing ContributionContribution

Table 1.1

Sales $100,000 $150,000 $100,000 $100,000Cost of Goods – 80,000 – 120,000 – 80,000 – 64,000Gross Margin 20,000 30,000 20,000 36,000Finance Costs – 6,000 – 6,000 – 3,000 – 6,000Subtotal 14,000 24,000 17,000 30,000Taxes at 25% – 3,500 – 6,000 – 4,250 – 7,500Contribution $ 10,500 $ 18,000 $ 12,750 $ 22,500

Finance/Marketing Accounting OM

Option Option Option

Increase Reduce ReduceSales Finance Production

Current Revenue 50% Costs 50% Costs 20%


What Operations What Operations Managers DoManagers Do

Planning

Organizing

Staffing

Leading

Controlling

Basic Management FunctionsBasic Management Functions


Ten Critical DecisionsTen Critical DecisionsTen Decision Areas Chapter(s)

1. Design of goods and services 52. Managing quality 6, Supplement 63. Process and capacity 7, Supplement 7

design 4. Location strategy 85. Layout strategy 96. Human resources and 10

job design 7. Supply-chain 11, Supplement 11

management8. Inventory, MRP, JIT 12, 14, 169. Scheduling 13, 1510. Maintenance 17 Table 1.2


The Critical DecisionsThe Critical Decisions

1. Design of goods and services What good or service should we

offer?

How should we design these products and services?

2. Managing quality How do we define quality?

Who is responsible for quality?

Table 1.2 (cont.)



3. Process and capacity design What process and what capacity will

these products require? What equipment and technology is

necessary for these processes?

4. Location strategy Where should we put the facility? On what criteria should we base the

location decision?

Table 1.2 (cont.)


The Critical DecisionsThe Critical Decisions5. Layout strategy

How should we arrange the facility? How large must the facility be to meet

our plan?

6. Human resources and job design How do we provide a reasonable

work environment? How much can we expect our

employees to produce?

Table 1.2 (cont.)


The Critical DecisionsThe Critical Decisions7. Supply-chain management

Should we make or buy this component?

Who should be our suppliers and how can we integrate them into our strategy?

8. Inventory, material requirements planning, and JIT How much inventory of each item

should we have? When do we re-order?

Table 1.2 (cont.)



9. Intermediate and short–term scheduling Are we better off keeping people on

the payroll during slowdowns? Which jobs do we perform next?

10.Maintenance How do we build reliability into our

processes? Who is responsible for maintenance?

Table 1.2 (cont.)


Where are the OM Jobs?Where are the OM Jobs? Technology/methods

Facilities/space utilization

Strategic issues

Response time

People/team development

Customer service

Quality

Cost reduction

Inventory reduction

Productivity improvement


OpportunitiesOpportunities

Figure 1.2


CertificationsCertifications APICS, the American Production and

Inventory Control Society

American Society of Quality (ASQ)

Institute for Supply Management (ISM)

Project Management Institute (PMI)

Council of Supply Chain Management Professionals

Charter Institute of Purchasing and Supply (CIPS)


Significant Events in OMSignificant Events in OM

Figure 1.3


The Heritage of OMThe Heritage of OM Division of labor (Adam Smith 1776;

Charles Babbage 1852)

Standardized parts (Whitney 1800)

Scientific Management (Taylor 1881)

Coordinated assembly line (Ford/ Sorenson 1913)

Gantt charts (Gantt 1916)

Motion study (Frank and Lillian Gilbreth 1922)

Quality control (Shewhart 1924; Deming 1950)


The Heritage of OMThe Heritage of OM Computer (Atanasoff 1938)

CPM/PERT (DuPont 1957, Navy 1958)

Material requirements planning (Orlicky 1960)

Computer aided design (CAD 1970)

Flexible manufacturing system (FMS 1975)

Baldrige Quality Awards (1980)

Computer integrated manufacturing (1990)

Globalization (1992)

Internet (1995)


Eli WhitneyEli Whitney

Born 1765; died 1825

In 1798, received government contract to make 10,000 muskets

Showed that machine tools could make standardized parts to exact specifications Musket parts could be used in any

musket


Frederick W. TaylorFrederick W. Taylor


Known as ‘father of scientific management’

In 1881, as chief engineer for Midvale Steel, studied how tasks were done Began first motion and time studies

Created efficiency principles


Taylor’s PrinciplesTaylor’s Principles

Matching employees to right job

Providing the proper training

Providing proper work methods and tools

Establishing legitimate incentives for work to be accomplished

Management Should Take More Management Should Take More Responsibility for:Responsibility for:


Frank & Lillian GilbrethFrank & Lillian Gilbreth Frank (1868-1924); Lillian (1878-1972)

Husband-and-wife engineering team

Further developed work measurement methods

Applied efficiency methods to their home and 12 children!

Book & Movie: “Cheaper by the Dozen,” “Bells on Their Toes”



In 1903, created Ford Motor Company

In 1913, first used moving assembly line to make Model TUnfinished product moved by

conveyor past work station

Paid workers very well for 1911 ($5/day!)

Henry FordHenry Ford


W. Edwards DemingW. Edwards Deming


Engineer and physicist

Credited with teaching Japan quality control methods in post-WW2

Used statistics to analyze process

His methods involve workers in decisions


Contributions FromContributions From

Human factors

Industrial engineering

Management science

Biological science

Physical sciences

Information technology


New Challenges in OMNew Challenges in OM

Global focus

Just-in-time

Supply-chain partnering

Rapid product development, alliances

Mass customization

Empowered employees, teams

ToToFromFrom Local or national focus

Batch shipments

Low bid purchasing

Lengthy product development

Standard products

Job specialization


Characteristics of GoodsCharacteristics of Goods Tangible product

Consistent product definition

Production usually separate from consumption

Can be inventoried

Low customer interaction


Characteristics of ServiceCharacteristics of Service Intangible product

Produced and consumed at same time

Often unique

High customer interaction

Inconsistent product definition

Often knowledge-based

Frequently dispersed


Industry and Services as Industry and Services as Percentage of GDPPercentage of GDP

Services Manufacturing

Au

stra

lia

Can

ada

Ch

ina

Cze

ch R

ep

Fra

nce

Ger

man

y

Ho

ng

Ko

ng

Jap

an

Mex

ico

Ru

ssia

n F

ed

So

uth

Afr

ica

Sp

ain

UK

US

90 −

80 −

70 −

60 −

50 −

40 −

30 −

20 −

10 −

0 −


Goods and ServicesGoods and ServicesAutomobile

Computer

Installed carpeting

Fast-food meal

Restaurant meal/auto repair

Hospital care

Advertising agency/investment management

Consulting service/teaching

Counseling

Percent of Product that is a Good Percent of Product that is a Service

100% 75 50 25 0 25 50 75 100%| | | | | | | | |


120 –

100 –

80 –

60 –

40 –

20 –

0 –| | | | | | |

1950 1970 1990 2010 (est)1960 1980 2000

Em

plo

ymen

t (m

illi

on

s)

Manufacturing and Service Manufacturing and Service EmploymentEmployment

Figure 1.4 (A)

Manufacturing

ServiceService


Manufacturing Employment Manufacturing Employment and Productionand Production

Figure 1.4 (B)

40 –

30 –

20 –

10 –

0 – | | | | | | |1950 1970 1990 2010 (est)

1960 1980 2000

– 150150

– 125125

– 100100

– 7575

– 5050

– 2525

– 00

Em

plo

ymen

t (m

illi

on

s)

In

dex

: 19

97 =

100

Ind

ex:

1997

= 1

00

Manufacturingemployment

(left scale)

Industrial Industrial productionproduction

(right scale)(right scale)


Development of the Development of the Service EconomyService Economy

Figure 1.4 (C)

United States

Canada

France

Italy

Britain

Japan

W. Germany

1970 2010 (est)

| | | | |

40 50 60 70 80Percent


Organizations in Each SectorOrganizations in Each Sector

Service SectorService Sector ExampleExample% of all % of all

JobsJobs

Education, Legal, Medical, other

San Diego Zoo, Arnold Palmer Hospital

25.8

Trade (retail, wholesale)

Walgreen’s, Wal-Mart, Nordstrom’s

14.9

Utilities, Transportation

Pacific Gas & Electric, American Airlines

5.2

Professional and Business Services

Snelling and Snelling, Waste Management, Inc.

10.7

Table 1.3



Service SectorService Sector ExampleExample% of all % of all

JobsJobs

Finance, Information, Real Estate

Citicorp, American Express, Prudential, Aetna

9.6

Food, Lodging, Entertainment

Olive Garden, Motel 6, Walt Disney

8.5

Public Administration

U.S., State of Alabama, Cook County

4.6

Total 78.8

Table 1.3



Other SectorsOther Sectors ExampleExample% of all % of all

JobsJobs

Manufacturing Sector

General Electric, Ford, U.S. Steel, Intel

11.2

Construction Sector

Bechtel, McDermott 8.1

Agriculture Sector

King Ranch 1.4

Mining Sector Homestake Mining 0.5

Total 21.2

Table 1.3


Changing ChallengesChanging ChallengesTraditional Approach

Reasons for Change

Current Challenge

Ethics and regulations not at the forefront

Public concern over pollution, corruption, child labor, etc.

High ethical and social responsibility; increased legal and professional standards

Local or national focus

Growth of reliable, low cost communication and transportation

Global focus, international collaboration

Lengthy product development

Shorter life cycles; growth of global communication; CAD, Internet

Rapid product development; design collaboration

Figure 1.5



Reasons for Change

Current Challenge

Low cost production, with little concern for environment; free resources (air, water) ignored

Public sensitivity to environment; ISO 14000 standard; increasing disposal costs

Environmentally sensitive production; green manufacturing; sustainability

Low-cost standardized products

Rise of consumerism; increased affluence; individualism

Mass customization

Figure 1.5



Reasons for Change

Current Challenge

Emphasis on specialized, often manual tasks

Recognition of the employee's total contribution; knowledge society

Empowered employees; enriched jobs

“In-house” production; low-bid purchasing

Rapid technological change; increasing competitive forces

Supply-chain partnering; joint ventures, alliances

Large lot production

Shorter product life cycles; increasing need to reduce inventory

Just-In-Time performance; lean; continuous improvement

Figure 1.5


New Trends in OMNew Trends in OM Ethics

Global focus

Environmentally sensitive production

Rapid product development

Environmentally sensitive production

Mass customization

Empowered employees

Supply-chain partnering

Just-in-time performance


Productivity ChallengeProductivity Challenge

Productivity is the ratio of outputs (goods and services) divided by the inputs

(resources such as labor and capital)

The objective is to improve productivity!The objective is to improve productivity!

Important Note!Production is a measure of output

only and not a measure of efficiency


Feedback loop

Outputs

Goods and

services

Transformation

The U.S. economic system transforms inputs to outputs

at about an annual 2.5% increase in productivity per

year. The productivity increase is the result of a

mix of capital (38% of 2.5%), labor (10% of 2.5%), and

management (52% of 2.5%).

The Economic SystemThe Economic System

Inputs

Labor,capital,

management

Figure 1.6


Improving Productivity at Improving Productivity at StarbucksStarbucks

A team of 10 analysts A team of 10 analysts continually look for ways continually look for ways to shave time. Some to shave time. Some improvements:improvements:

Stop requiring signatures on credit card purchases under $25

Saved 8 seconds per transaction

Change the size of the ice scoop

Saved 14 seconds per drink

New espresso machines Saved 12 seconds per shot


Improving Productivity at Improving Productivity at StarbucksStarbucks

A team of 10 analysts A team of 10 analysts continually look for ways continually look for ways to shave time. Some to shave time. Some improvements:improvements:

Stop requiring signatures on credit card purchases under $25

Saved 8 seconds per transaction

Change the size of the ice scoop

Saved 14 seconds per drink

New espresso machines Saved 12 seconds per shot

Operations improvements have helped Starbucks increase yearly revenue per outlet by $200,000 to $940,000 in six years.

Productivity has improved by 27%, or about 4.5% per year.


Measure of process improvement

Represents output relative to input

Only through productivity increases can our standard of living improve

ProductivityProductivity

Productivity =Units produced

Input used


Productivity CalculationsProductivity Calculations

Productivity =Units produced

Labor-hours used

= = 4 units/labor-hour1,000

250

Labor ProductivityLabor Productivity

One resource input single-factor productivity


Multi-Factor Productivity Multi-Factor Productivity

OutputLabor + Material + Energy + Capital + Miscellaneous

Productivity =

Also known as total factor productivity

Output and inputs are often expressed in dollars

Multiple resource inputs multi-factor productivity


Collins Title ProductivityCollins Title Productivity

Staff of 4 works 8 hrs/day 8 titles/dayPayroll cost = $640/day Overhead = $400/day

Old System:Old System:

=Old labor

productivity8 titles/day

32 labor-hrs





8 titles/day

32 labor-hrs=

Old labor productivity = .25 titles/labor-hr





14 titles/day Overhead = $800/day

New System:New System:

8 titles/day

32 labor-hrs=

Old labor productivity

=New labor

productivity

= .25 titles/labor-hr

14 titles/day14 titles/day

32 labor-hrs32 labor-hrs







8 titles/day

32 labor-hrs=

Old labor productivity = .25 titles/labor-hr

14 titles/day

32 labor-hrs=

New labor productivity = .4375 titles/labor-hr







=Old multifactor

productivity8 titles/day

$640 + 400







8 titles/day

$640 + 400=

Old multifactor productivity = .0077 titles/dollar







8 titles/day

$640 + 400=

Old multifactor productivity

=New multifactor

productivity

= .0077 titles/dollar

14 titles/day14 titles/day

$640 + 800$640 + 800







8 titles/day

$640 + 400

14 titles/day

$640 + 800

=Old multifactor

productivity

=New multifactor

productivity




Measurement ProblemsMeasurement Problems

1.1. QualityQuality may change while the quantity of inputs and outputs remains constant

2.2. External elementsExternal elements may cause an increase or decrease in productivity Precise unitsPrecise units of measure may be

lacking


Productivity VariablesProductivity Variables

1.1. LaborLabor - contributes about 10% of the annual increase

2.2. CapitalCapital - contributes about 38% of the annual increase

3.3. ManagementManagement - contributes about 52% of the annual increase


Key Variables for Improved Key Variables for Improved Labor ProductivityLabor Productivity

1. Basic education appropriate for the labor force

2. Diet of the labor force

3. Social overhead that makes labor available

Challenge is in maintaining and enhancing skills in the midst of rapidly changing technology and knowledge


Labor SkillsLabor Skills

About half of the 17-year-olds in the U.S. cannot About half of the 17-year-olds in the U.S. cannot correctly answer questions of this typecorrectly answer questions of this type

Figure 1.7


Investment and Productivity Investment and Productivity

10

8

6

4

2

0

Per

cen

t in

crea

se in

pro

du

ctiv

ity

Percentage investment

10 15 20 25 30 35


Service ProductivityService Productivity

1. Typically labor intensive

2. Frequently focused on unique individual attributes or desires

3. Often an intellectual task performed by professionals

4. Often difficult to mechanize

5. Often difficult to evaluate for quality


Productivity at Taco BellProductivity at Taco Bell

Improvements:

Revised the menu

Designed meals for easy preparation

Shifted some preparation to suppliers

Efficient layout and automation

Training and employee empowerment

New water and energy saving grills


Productivity at Taco BellProductivity at Taco Bell

Improvements: Revised the menu

Designed meals for easy preparation

Shifted some preparation to suppliers

Efficient layout and automation

Training and employee empowerment

New water and energy saving grills

Results: Preparation time cut to 8 seconds

Management span of control increased from 5 to 30

In-store labor cut by 15 hours/day

Stores handle twice the volume with half the labor

Conserve 300 million gallons of water and Conserve 300 million gallons of water and 200 million KwH of electricity each year 200 million KwH of electricity each year saving $17 million annuallysaving $17 million annually


Ethics andEthics andSocial ResponsibilitySocial Responsibility

Challenges facing Challenges facing operations managers:operations managers:

Developing and producing safe, quality products

Maintaining a clean environment

Providing a safe workplace

Honoring stakeholder commitments


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