Upload
anu1995
View
223
Download
0
Embed Size (px)
Citation preview
8/8/2019 Ch 1 Introduction to Operations Management
1/13
1
Operations Management
Moutaz Khouja
Business Information Systems and Operations Management DepartmentThe Belk College of Business Administration
The University of North Carolina at CharlotteCharlotte, NC 28223
Ph: (704) 687-7653, Fax: (704) 687-6330
[email protected]@uncc.edu
http://www.belkcollege.uncc.edu/mjkhouja/http://www.belkcollege.uncc.edu/mjkhouja/
8/8/2019 Ch 1 Introduction to Operations Management
2/13
2
Outline
Introductions Name cards
Brief bios
Suggested info (optional)
University history
Job history
Family and/or friends
Hobbies
8/8/2019 Ch 1 Introduction to Operations Management
3/13
3
Brief bio BSME, MBA, PhD Operations Management
Married to Lisa Smith for 18 years, three cats.
Teaching Operations Management, MBA, Undergraduate (UG)
Topics in Management Information Systems (PhD)
Quantitative Analysis and Business Statistics, MBA
Service Operations Management, UG
Production Planning and Control, UG
Research and Consulting Inventory Management
Supply Chain Management
Pricing
Applications of Artificial Intelligence to Operations Management
Cooking, reading
Very happy to be in Monterrey.
8/8/2019 Ch 1 Introduction to Operations Management
4/13
4
What is operations management? Operations management (OM) is defined as the design,
operation, and improvement of the systems that create anddeliver the firms primary products and services.
OM is management ofprocesses that produce and distributeproducts and/or services to customers.
OM objective is make sure that the processes work effectively and
efficiently. What is the difference between effectiveness and efficiency?
Efficiency: producing something at the lowest possible cost
Effectiveness: doing the right things to create the most value forthe firm
What is value? quality divided by price
8/8/2019 Ch 1 Introduction to Operations Management
5/13
5
Typical Operations Decisions and TheirHierarchy
Strategic level
Broad scope, long term
Operational level
Narrow scope, short term
Tactical level
Moderate scope, medium term
8/8/2019 Ch 1 Introduction to Operations Management
6/13
6
Physical--manufacturing
Locational--transportation
Exchange--retailing
Storage--warehousing
Physiological--health care
Informational--telecommunications
Transformations
8/8/2019 Ch 1 Introduction to Operations Management
7/13
7
Transformation Processes
Inputs Use resources Outputs
8/8/2019 Ch 1 Introduction to Operations Management
8/13
8
What is a Service and What is a Good?
Classic view:Physical output (tangible) of process Good
If you drop it on your foot, it may hurt you
Intangible process Service
If you drop it on your foot, it wont hurt you
McDonalds is in Service or Manufacturing sector?
Every organization is in the service business, T or F?
8/8/2019 Ch 1 Introduction to Operations Management
9/13
9
OM in theOrganization
Chart
8/8/2019 Ch 1 Introduction to Operations Management
10/13
10
Core Services
Core services are the basic things thatcustomers (internal or external) want fromproducts they purchase (quality, on timedelivery, price (cost), etc.) Somewhat easier to emulate or copy
OperationsManagement
Flexibility
Quality
Speed
Price (or cost
Reduction)
Performance Objectives
8/8/2019 Ch 1 Introduction to Operations Management
11/13
11
Value Added ServicesValue-added services differentiate the
organization from competitors and buildrelationships that bind customers to thefirm in a positive way (sales and fieldsupport, problem solving, etc.)
Significantly more difficult to copy andimplement
OperationsManagement
Information
Problem
Solving
Sales Support
Field Support
Value-Added Service Categories
8/8/2019 Ch 1 Introduction to Operations Management
12/13
12
Case: Fast-Food Feast, p. 21
Please read this very short case and visit McDonaldsand one more fast-food restaurant.
You do not have to eat there but make sure to observeas much as possible how they prepare their meals
using the seven questions listed on page 21.Also, please read the article McDonald's focus flips
back to fast
Discuss case
8/8/2019 Ch 1 Introduction to Operations Management
13/13
13
Case Questions
What do these different fast food restaurants sell? Does each of them sell something different?
What is different about the operations of theserestaurants?
Processes, Technology, Service Speed, Capacity, FlexibilityHow do these stores make hamburgers?
Did you notice any differences?
What are sources of variability that these stores mustdeal with?
How do these businesses ensure quality?