Upload
mrvishu
View
222
Download
0
Embed Size (px)
Citation preview
8/3/2019 6366843 Introduction to Operations Management
http://slidepdf.com/reader/full/6366843-introduction-to-operations-management 1/22
INTRODUCTION TO OPERATIONS MANAGEMENT
Prof. Kaushik Paul
Associate Professor
Operations Area
E-Mail: [email protected]
Phone: 43559308
8/3/2019 6366843 Introduction to Operations Management
http://slidepdf.com/reader/full/6366843-introduction-to-operations-management 2/22
2
OBJECTIVES
To recognise that Operations Management exists
To understand the concepts of core and value added services
To understand how Operations management is used inpractice
To understand how the transformation process works.
8/3/2019 6366843 Introduction to Operations Management
http://slidepdf.com/reader/full/6366843-introduction-to-operations-management 3/22
3
They are alloperations
Retailoperation
Back officeoperation in
a bank
Take-out /restaurantoperation
Kitchen unitmanufacturing
operation
8/3/2019 6366843 Introduction to Operations Management
http://slidepdf.com/reader/full/6366843-introduction-to-operations-management 4/22
4
A GENERAL MODEL OF OPERATIONS MANAGEMENT
Input
transformedresources
MaterialsInformationCustomers
FacilitiesStaff
Inputtransforming
resources
Planning andcontrol
ImprovementDesign
The operation‟s
competitive roleand position
Operation‟s
strategic
objectives
Operationsstrategy
Customers
Outputproducts and
services
Inputresources
ENVIRONMENT
ENVIRONMENT
8/3/2019 6366843 Introduction to Operations Management
http://slidepdf.com/reader/full/6366843-introduction-to-operations-management 5/22
5
Core services are basic things that customers want from
products they purchase
CORE SERVICES DEFINED
8/3/2019 6366843 Introduction to Operations Management
http://slidepdf.com/reader/full/6366843-introduction-to-operations-management 6/22
6
CORE SERVICES PERFORMANCE OBJECTIVES
OperationsManagement
Flexibility
Quality
Speed
Price (or costReduction)
8/3/2019 6366843 Introduction to Operations Management
http://slidepdf.com/reader/full/6366843-introduction-to-operations-management 7/22
7
Value-added services differentiate the organization fromcompetitors and build relationships that bind customersto the firm in a positive way
VALUE-ADDED SERVICES DEFINED
8/3/2019 6366843 Introduction to Operations Management
http://slidepdf.com/reader/full/6366843-introduction-to-operations-management 8/22
8
VALUE-ADDED SERVICE CATEGORIES
Operations Management
Information
Problem Solving
Sales Support
Field Support
8/3/2019 6366843 Introduction to Operations Management
http://slidepdf.com/reader/full/6366843-introduction-to-operations-management 9/22
9
WHERE DOES THE BUSINESS GET ITS COMPETITIVE ADVANTAGE?
The way it
produces its
goods and
services? The way it
positions itself in
its market?
The “technological”
specification of its
product/service? Product/
Service
Technology
Marketing Operations
8/3/2019 6366843 Introduction to Operations Management
http://slidepdf.com/reader/full/6366843-introduction-to-operations-management 10/22
10
THE THREE FUNCTIONS WORKING TOGETHER .... e.g. SWATCH
butalso
Standardize,easy to make
product at highvolume so low
cost
Product/servicedesign
OperationsMarketing
Further
innovations
whichfunds which
funds etc.
Increased varietydoes not
increase costsbut because
volume is high
Extendedrange
Mass fashionorientation
allows
whichgives
Innovativeplastic designwith few parts
8/3/2019 6366843 Introduction to Operations Management
http://slidepdf.com/reader/full/6366843-introduction-to-operations-management 11/22
11
CORE AND SUPPORT FUNCTIONS
Accountingand finance
function
Human
resourcesfunction
Others
Engineering/
technicalfunction
Information/technical (IT)
function
Marketingfunction
Product/servicesdevelopment
function
Operationsfunction
Core functions
Support functions
A broad definition of operations management
8/3/2019 6366843 Introduction to Operations Management
http://slidepdf.com/reader/full/6366843-introduction-to-operations-management 12/22
12
THE POSITION OF THE OPERATIONS FUNCTION
Marketing Operations
ChurchCall onnewcomers
Manageappeals
Retranslatescriptures
Conductweddings
Advertise ontelevision
Paysuppliers
Designhamburgers
Makehamburgers
Sell tostores
Pay staffD esign newfurniture
Assemblefurniture
Identifyneeds
Raisecapital
D evelopproduct
Make anddistribute
Accountingand finance
Productdevelopment
Fast foodchain
Furnituremanufacturer
Processperspective
8/3/2019 6366843 Introduction to Operations Management
http://slidepdf.com/reader/full/6366843-introduction-to-operations-management 13/22
13
The best way to start understanding the nature of “Operations ” isto look around you
Everything you can see around you (except the flesh and blood) hasbeen processed by an operation
Every service you consumed today (radio station, bus service,lecture, etc.) has also been produced by an operation
Operations Managers create everything you buy, sit on, wear, eat,throw at people, and throw away
8/3/2019 6366843 Introduction to Operations Management
http://slidepdf.com/reader/full/6366843-introduction-to-operations-management 14/22
14
IKEA STORE
Design elegantproducts which can beflat-packed efficiently
Design a store layoutwhich gives smoothand effective flow
Ensure that the jobs ofall staff encourage theircontribution tobusiness success
Maintain
cleanliness andsafety of storagearea Arrange for fast
replenishment ofproducts
Monitor and enhancequality of service tocustomers
Site selection for
stores of anappropriate size inthe most effectivelocations
Continually examineand improveoperations practice
SOME OPERATIONS MANAGEMENT ACTIVITIES AT IKEA
8/3/2019 6366843 Introduction to Operations Management
http://slidepdf.com/reader/full/6366843-introduction-to-operations-management 15/22
15
ALL OPERATIONS ARE TRANSFORMATION PROCESSES
ENVIRONMENT
ENVIRONMENT
INPUT OUTPUTGOODS
ANDSERVICES
TRANSFORMEDRESOURCES
MATERIALS
INFORMATIONCUSTOMERS
FACILITIESSTAFF
TRANSFORMINGRESOURCES
TRANSFORMATIONPROCESS
8/3/2019 6366843 Introduction to Operations Management
http://slidepdf.com/reader/full/6366843-introduction-to-operations-management 16/22
16
OPERATIONS MANAGEMENT – BASIC PRINCIPLES
All types of enterprise have an operations function, even ifit isn‟t called „operations.
Most operations produce both products and services.
Materials
Products andservices
Information
Customers
Operationsmanagement isconcerned with
producing anddelivering products
and services
8/3/2019 6366843 Introduction to Operations Management
http://slidepdf.com/reader/full/6366843-introduction-to-operations-management 17/22
17
THE OUTPUT FROM MOST TYPES OF OPERATION IS AMIXTURE OF GOODS AND SERVICES
C r u d e o i l p r o d u c t i o n Pure goods Tangible
Can be storedProduction precedes
consumptionLow customer
contactCan be transported
Quality is evident
IntangibleCannot be storedProduction andconsumption are
simultaneousHigh customer contactCannot be transportedQuality difficult tojudge
Pure services
A l u m i n i u m s m e l t i n g
S p e c i a l i s t m a c h i n e t o o l
m a n u f a c t u r e r
R e s t a u r a n t
C o m p u t e r s y s t e m s
s e r v i c e s
M a n a g e m e n t
c o n s u l t a n c y
P s y c h o t h e r a p y c l i n i c
8/3/2019 6366843 Introduction to Operations Management
http://slidepdf.com/reader/full/6366843-introduction-to-operations-management 18/22
18
THE ACTIVITIES OF OPERATIONS MANAGEMENT
ENVIRONMENT
ENVIRONMENT
INPUT OUTPUTGOODS
ANDSERVICES
INPUTTRANSFORMED
RESOURCES
MATERIALSINFORMATIONCUSTOMERS
FACILITIESSTAFF
INPUTTRANSFORMED
RESOURCES
OPERATIONSSTRATEGY
DESIGN
PLANNING AND
CONTROL
IMPROVEMENT
OPERATIONSSTRATEGIC
OBJECTIVES
THEOPERATIONSCOMPETITIVE
ROLE AND
POSITION
Operationsstrategy
Operationsmanagement
8/3/2019 6366843 Introduction to Operations Management
http://slidepdf.com/reader/full/6366843-introduction-to-operations-management 19/22
19
Operations Activities as Feedback Loops
Design activities set the basic configuration
Planning & control activities guide short/medium term changes
Planning & Control
Design
Improvement
Improvement activities guide longer term changes
8/3/2019 6366843 Introduction to Operations Management
http://slidepdf.com/reader/full/6366843-introduction-to-operations-management 20/22
20
HISTORICAL DEVELOPMENT OF OM
JIT and TQC
Manufacturing Strategy Paradigm
Service Quality and Productivity
Total Quality Management and Quality Certification
Business Process Reengineering
Supply Chain Management
Electronic Commerce
8/3/2019 6366843 Introduction to Operations Management
http://slidepdf.com/reader/full/6366843-introduction-to-operations-management 21/22
21
OBJECTIVES
To recognise that Operations Management exists
To understand the concepts of core and value added services
To understand how Operations management is used inpractice
To understand how the transformation process works.
8/3/2019 6366843 Introduction to Operations Management
http://slidepdf.com/reader/full/6366843-introduction-to-operations-management 22/22
References:
1) „Operations Management‟ By Nigel Slack et al. 2e
2) „Operations Management for Competitive Advantage‟
By Chase, Jacobs & Aquilano, 10e
HOPE YOU ENJOYED THE CLASS. QUESTIONS PLEASE
THANK YOU