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PowerPoint Presentation by Charlie CookCopyright 2005 Prentice
Hall, Inc. All rights reserved.Managing Operations and Improving
Quality
Copyright 2005 Prentice Hall, Inc. All rights reserved.
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Copyright 2005 Prentice Hall, Inc. All rights reserved. 7*There
are many ways of going forward, but only one way of standing
still.Franklin D. Roosevelt
Copyright 2005 Prentice Hall, Inc. All rights reserved.
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Copyright 2005 Prentice Hall, Inc. All rights reserved. 7*Key
TopicsOperations and the utility provided by operations
processesService operations vs. goods productionOperations
planningTotal quality management toolsThe supply chain strategy vs.
traditional strategies for coordinating operations
Copyright 2005 Prentice Hall, Inc. All rights reserved.
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Copyright 2005 Prentice Hall, Inc. All rights reserved.
7*Defining OperationsService Operations: Produce tangible and
intangible services.Goods Production:Produces tangible
products.
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Copyright 2005 Prentice Hall, Inc. All rights reserved. 7*Growth
in the Goods and Services Sectors
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Copyright 2005 Prentice Hall, Inc. All rights reserved.
7*Integration of Global OperationsTechnology has pushed operations
to become cleaner, faster, and saferon a global scale.The internet
has integrated production with global suppliers and customers.
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Copyright 2005 Prentice Hall, Inc. All rights reserved.
7*Products and Services Create UtilityTo Satisfy Human WantsTime
UtilityPlace UtilityOwnership utilityForm Utility Operations
managers create utility for customers through production,
inventory, and quality control.
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Copyright 2005 Prentice Hall, Inc. All rights reserved.
7*Resource Transformation ProcessFigure 71
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Copyright 2005 Prentice Hall, Inc. All rights reserved.
7*Operations Processes Are Methods Used in
ProductionGoods-Manufacturing:Analytic processesSynthetic
processesService DeliveryHigh contact processesLow contact
processes
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Copyright 2005 Prentice Hall, Inc. All rights reserved.
7*Service Operations Differ Markedly From ManufacturingFocus
on:PerformanceProcess and outcomeService
characteristicsCustomer-service linkService quality
considerations
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Copyright 2005 Prentice Hall, Inc. All rights reserved.
7*Operations Planning and ControlFigure 72
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Copyright 2005 Prentice Hall, Inc. All rights reserved.
7*Operations Planning
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Copyright 2005 Prentice Hall, Inc. All rights reserved. 7*Layout
of a Typical Piccadilly CafeteriaFigure 73
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Copyright 2005 Prentice Hall, Inc. All rights reserved.
7*Operations SchedulingScheduling Goods OperationsScheduling
Service Operations
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Copyright 2005 Prentice Hall, Inc. All rights reserved. 7*Gantt
ChartFigure 74
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Copyright 2005 Prentice Hall, Inc. All rights reserved. 7*PERT
ChartFigure 75
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Copyright 2005 Prentice Hall, Inc. All rights reserved.
7*Operations Control Monitors Results, Which Ensures
PerformanceMaterials managers plan, organize, and control the flow
of materials from design through
distribution.TransportationWarehousingPurchasingSupplier
SelectionInventory Control
Copyright 2005 Prentice Hall, Inc. All rights reserved.
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Copyright 2005 Prentice Hall, Inc. All rights reserved. 7*Tools
for Operations Process ControlWorker TrainingJust-in-time
Production Systems (JIT)Material Requirements PlanningQuality
Control
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Copyright 2005 Prentice Hall, Inc. All rights reserved. 7*Total
Quality Management
Always Delivering High QualityPlanning for qualityOrganizing for
qualityDirecting for qualityControlling for quality
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Copyright 2005 Prentice Hall, Inc. All rights reserved. 7*Tools
for Total Quality ManagementStatistical Process ControlQuality/Cost
StudiesGetting Close to the CustomerProcess ReengineeringISO
9000Outsourcing
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Copyright 2005 Prentice Hall, Inc. All rights reserved.
7*Process Control Chart at Honey Nuggets CerealFigure 76
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Copyright 2005 Prentice Hall, Inc. All rights reserved. 7*Supply
Chain for Baked GoodsFigure 77
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Copyright 2005 Prentice Hall, Inc. All rights reserved. 7*The
Supply Chain StrategySupply Chain ManagementWorking with the supply
chain as a whole to improve overall flow.Supply Chain
ReengineeringImproving the process for better results.
Copyright 2005 Prentice Hall, Inc. All rights reserved.
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Copyright 2005 Prentice Hall, Inc. All rights reserved.
7*Chapter ReviewExplain operations and the utility that operations
processes provide.Distinguish service operations from goods
production.Describe the five decision areas involved in operations
planning.Identify the key tools for total quality
management.Explain the supply chain strategy.
Copyright 2005 Prentice Hall, Inc. All rights reserved.
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