Professional Documents
Culture Documents
LESSON 1
Outcomes of Lesson 1
Chapter 1
After studying this chapter, you should be able to: Define operations management in an organisation of your choice Define the similarities between all operations Discuss how operations are different from each other Discuss what operations managers do and why is it so important
Chapter 2
Discuss the role to be played by the operations function in achieving strategic success Discuss the performance objectives of operations and their internal and external benefits which are derived from excelling in each of them.
Chapter 3
Discuss what a strategy is Discuss the difference between a top down and bottom up view of operations strategy. Discuss the difference between a market requirements and an operations resource view of operations strategy Discuss how an operation strategy can be put together
Marketing / sales 2
IT strategy 17
Retail operation
quote
Offer product of good value at low cost that is convenient for the customer to buy and at the same time keeping a regular contact with the customer and noting their needs, it is likely that both customer and organisation will be satisfied.
OPERATIONS MANAGEMENT
Definition
Doing things that your customers want, at an acceptable cost to the organisation
Operations mix
Product Cost Convenience of purchase Customer service
The best way to start understanding the nature of operations is to look around you Everything you can see around you (except the flesh and blood) has been 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
The operations strategic objectives Operations strategy The operations competitive role and position
Customers
Input resources
Transforming resources Facilities Staff
Transformation process
Customers
Outputs are products and services that add value for customers
Operations management is concerned with the flow of transformed resources between operations, processes and transforming resources, where
External operations interact with internal processes to form the external supply network Processes form an internal supply network and become each others customers and suppliers
Operations system
System entity composed of interdependent parts which contribute to the characteristics of the whole Operations function consists of those activities that produce the goods and services Operating system composed of three subsystems:
Conversion or transformation subsystem Support subsystem Planning and control subsystem
Ozias Ncube
Operating system
External environment information
Demand of output Cost of inputs Technological trends Govt regulations
Objectives
Strategies Policies
inputs
Human effort Materials Capital Information energy
Conversion or
Transformation
outputs
Products, services
Tangibility Storability
subsystem
Support subsystem
Ozias Ncube
operating structures
Environment (domain)
Time, Quality, Quantity
Control
Raw materials
Operating structure
Project Batch continuous
Customer care
management
inputs
outputs
market
support
Differences within sectors are often greater than the differences between sectors
Financial services
An account management centre at a large retail bank Financial analyst advising a client at an investment bank
Furniture manufacturing
Mass production of kitchen units Craft production of reproduction antique furniture
Hotels
Value-for-money hotel Lobby of an international luxury hotel
A Typology of Operations
Low
Volume
High High
High
Variety
Low
High
Variation in demand
Low
High
Visibility
Low
Implications
Low repetition Each staff member performs more of job Less systemization High unit costs Flexible Complex Match customer needs High unit costs Changing capacity Anticipation Flexibility In touch with demand High unit costs Short waiting tolerance Satisfaction governed by customer perception Customer contact skills needed Received variety is high High unit costs
A Typology of Operations
Low Volume High High
Implications
High repeatability Specialization Capital intensive Low unit costs Well defined Routine Standardized Regular Low unit costs Stable Routine Predictable High utilization Low unit costs Time lag between production and consumption Standardization Low contact skills High staff utilization Centralization Low unit costs
High
Variety
Low
High
Variation in demand
Low
High
Visibility
Low
Some interfunctional relationships between the operations function and other core and support functions
Engineering/ technical function
Understanding of the capabilities and constraints of the operations process
Analysis of new technology options Understanding of process technology needs New product and Accounting service ideas Provision and finance Understanding of the of relevant function capabilities and data Operations constraints of the Financial analysis operations process function for performance Market and decisions requirements Understanding of human resource needs Recruitment development and training Understanding Provision of systems for design, planning and of control, and improvement infrastructural and system needs
Marketing function
Engineering
Production units
Preparing quotations
Music videos
Example of how each micro operation contributes to the business processes which fulfil external needs
Business processes
Programme production
Customer needs
Operations
Strategy
Strategy
Operations
Operations
Strategy
Operations contribution
Be dependable Operationalize strategy Explain practicalities
Be appropriate Understand strategy Contribute to decisions Be innovative Provide foundation of strategy Develop long-term capabilities
Implementing
Supporting
Driving
Clearly the best in the industry As good as the competitors Holding the Correct the organization back worst
Suppliers
Continue business Develop supplier capability Provide transparent information
Customers
Appropriate product or service specification Consistent quality Fast delivery Dependable delivery Acceptable price
Shareholders
Economic value from investment Ethical value from investment
Employees
Continuous employment Fair pay Good working conditions Personal development
The Operations function can provide a competitive advantage through its performance at the five competitive objectives
Quality
Being RIGHT
Speed
Being FAST
Dependability
Being ON TIME
Flexibility
Cost
Being PRODUCTIVE
What do the terms quality, speed, dependability, flexibility and cost mean in the context of operations?
Which enables you to do things cheaply (cost advantage)? Which enables you to change what you do (flexibility advantage)?
Dependable delivery
Dependability
Quality
Error-free products and services
Quality
Quality has several meanings. The two most common are Quality as the specification of a product or service
e.g. Lower Hurst Farm produces organic meat raised exclusively on its own farm
Quality
Irrespective of a product or services specification quality, producing it so it conforms to its specification consistently brings benefits to any operation Externally it enhances the product or service in the market, or at least avoids customer complaints Internally it brings other benefits to the operation: It prevents errors slowing down throughput speed It prevents errors causing internal unreliability and low dependability It prevents errors causing wasted time and effort, therefore saving cost
Speed
Speed again has different interpretations, externally and internally Externally it means the elapsed time between a customer asking for a product or service and getting it (in a satisfactory condition)
Dependability
Externally it enhances the product or service in the market, or at least avoids customer complaints
Flexibility
Flexibility has several distinct meanings but is always associated with an operations ability to change Change what ? The products and services it brings to the market Product/service flexibility
The mix of products and services it produces at any one time Mix flexibility
The volume of products and services it produces Volume flexibility The delivery time of its products and services Delivery flexibility
Cost
The cost of producing products and services is obviously influenced by many factors such as input costs, but two important sets are The 4 Vs: volume variety variation visibility The internal performance of the operation in terms of quality speed dependability flexibility
Cost
Speed Dependability
Reliable delivery
Quality
On-specification products and services
Flexibility
Polar diagrams
Polar diagrams are used to indicate the relative importance of each performance objective to an operation or process
They can also be used to indicate the difference between different products and services produced by an operation or process
Efficiency
Crime reduction
Crime detection
What is strategy?
Strategic decisions means those decisions which Are widespread in their effect on the organization to which the strategy refers Define the position of the organization relative to its environment Move the organization closer to its long-term goals.
Operations management
Short-term capacity decisions
Operations strategy
Long-term capacity decisions
Time scale
Demand
112 months
Operations strategy
Bottom-up perspective
Business strategy
Operational experience
Business strategy
What is the mission? What are the strategic objectives of the firm? How to compete?
Functional strategy
How to contribute to the strategic objectives? How to manage the functions resources?
Introduction
Volume Slow growth in sales
Customers Innovators Competitors Few or none Variety of product / service design Possible high customization or frequent design changes
Growth
Rapid growth in sales volume
Early adopters Increasing numbers Increasingly standardized
Maturity
Sales slow down and level off
Bulk of market Stable number Emerging dominant types
Decline
Market needs largely met Laggards Declining numbers Possible move to commodity standardization
Performance objectives Then, the operations will need to excel at these ...
Cost Quality
Speed
Dependability Flexibility (products and services) Flexibility (mix) Flexibility (volume and/or delivery)
Intended strategy
Deliberative strategy
Realized strategy
Unrealized strategy
Emergent strategy
Operations resources
Market requirements
What you DO
to maintain your capabilities and satisfy markets
Strategic reconciliation
Operations strategy is
Point of entry the point in the organization where the process of implementation starts
Process how the operations strategy formulation process is made explicit
Variety
Variety
C D Cost efficiency
C D Cost efficiency