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1、Introduction to Operations Management,Operations Management,Introduction to Operations Management,Operations Management includes:ForecastingCapacity planningScheduling（时间进度安排）Managing inventoriesAssuring qualityMotivating employeesAnd more . . .,Introduction to Operations Management,Business Operati
2、ons Overlap,Introduction to Operations Management,Introduction to Operations Management,Types of Operations,Operations,Examples,Introduction to Operations Management,Food Processor,Introduction to Operations Management,Hospital Process,Introduction to Operations Management,Decision Making,Introducti
3、on to Operations Management,Decision Making,Introduction to Operations Management,Models,A model is an abstraction of reality.,What are the pros and cons of models?,Tradeoffs,Introduction to Operations Management,Quantitative Approaches,Introduction to Operations Management,The InternetE-BusinessSup
4、ply Chain Management,Recent Trends,Introduction to Operations Management,Simple Product Supply Chain,Introduction to Operations Management,Continuing Trends,Introduction to Operations Management,Chapter 2,Competitiveness, Strategy, andProductivity,Competitiveness:How effectively an organization meet
5、s the needs of customers relative to others that offer similar goods or services,Competitiveness,Examples of Distinctive Competencies,Economic conditionsPolitical conditionsLegal environmentTechnologyCompetitionMarkets,Key External Factors,Human ResourcesFacilities and equipmentFinancial resourcesCu
6、stomersProducts and servicesTechnologySuppliers,Key Internal Factors,Measures of Productivity,Table 2-4,Examples of Partial Productivity Measures,Table 2-5,10,000 units/500hrs = 20 units/hour or we can arrive at a unitless figure(10,000 unit* $10/unit)/(500hrs* $9/hr) = 22.22Can you think of any adv
7、antages or disadvantages of each approach?,Example-Labor Productivity,Factors Affecting Productivity,StandardizationUse of InternetComputer virusesSearching for lost or misplaced itemsScrap ratesNew workersCuts in health benefits,Factors Affecting Productivity,SafetyShortage of IT workersLayoffsLabo
8、r turnoverDesign of the workspaceIncentive plans that reward productivity,Factors Affecting Productivity,Improving Productivity,Develop productivity measuresDetermine critical (bottleneck) operationsDevelop methods for productivity improvementsEstablish reasonable goalsGet management supportMeasure
9、and publicize improvementsDont confuse productivity with efficiency,Chapter 9,Introduction to Quality,Quality Management,What does the term quality mean?Quality is the ability of a product or service to consistently meet or exceed customer expectations.,Dimensions of Quality,Performance - main chara
10、cteristics of the product/serviceAesthetics - appearance, feel, smell, tasteSpecial features - extra characteristicsConformance - how well product/service conforms to customers expectationsSafety - Risk of injuryReliability - consistency of performance,Dimensions of Quality (Contd),Durability - usef
11、ul life of the product/servicePerceived Quality - indirect evaluation of quality (e.g. reputation)Service after sale - handling of customer complaints or checking on customer satisfaction,Examples of Quality Dimensions,Table 9-1,Examples of Quality Dimensions (Contd),Table 9-1,The Consequences of Po
12、or Quality,Loss of businessLiabilityProductivityCosts,Top managementDesignProcurementProduction/operationsQuality assurancePackaging and shippingMarketing and salesCustomer service,Responsibility for Quality,Costs of Quality,Failure Costs - costs incurred by defective parts/products or faulty servic
13、es.Internal Failure CostsCosts incurred to fix problems that are detected before the product/service is delivered to the customer.External Failure CostsAll costs incurred to fix problems that are detected after the product/service is delivered to the customer.,Costs of Quality (continued),Appraisal
14、CostsAll product and/or service inspection costs.Prevention CostsAll TQ training, TQ planning, customer assessment, process control, and quality improvement costs to prevent defects from occurring,Key Contributors to Quality Management,Table 9-6,Malcolm Baldrige National Quality Award,1.0 Leadership
15、2.0 Strategic Planning3.0 Customer and Market Focus4.0 Information and Analysis5.0 Human Resource Development and Management6.0 Process Management7.0 Business Results,Table 9-7,The Deming Prize,Honoring W. Edwards DemingJapans highly coveted awardMain focus on statistical quality control,Chapter 10,
16、Quality Control,Inspection,How Much/How OftenWhere/When Centralized vs. On-site,Figure 10-2,Examples of Inspection Points,Table 10-1,Statistical Process Control: Statistical evaluation of the output of a process during production,Statistical Process Control,The Control ProcessDefineMeasureCompare to a standardEvaluateTake corrective actionEvaluate corrective action,Statistical Process Control,
