第七章流程策略

Process Strategy Principles of Operations Management 1 第七章 流程策略 主要内容 7 1 四种流程策略 Four Process Strategies 工艺专业化 Process Focus 重复性生产 Repetitive Focus 产品专业化 Product Focus 大规模定制 Mass Customization Focus 流程选择对比 Comparison of Process Choices 7 2 流程分析和设计 Process Analysis and Design 流程图 Flow Diagrams 时间功能图 Time Function Mapping 价值流图 Value Stream Mapping 工艺路线图 Process Charts 服务蓝图 Service Blueprinting 7 3 服务流程设计 Service Process Design 客户互动与流程设计 Customer Interaction and Process Design 改进服务流程的更多机会 More Opportunities to Improve Service Processes 布局和人力资源 7 4 选择设备和技术 Selection of Equipment and Technology 弹性 7 5 生产技术 Production Technology 机床技术 Machine Technology 自动识别技术 Automatic Identification Systems AISs and RFID 过程控制 Process Control 可视化系统 Vision Systems 机器人 Robots 自动存取系统 Automated Storage and Retrieval Systems ASRSs 自动导引车 Automated Guided Vehicles AGVs 柔性制造系统 Flexible Manufacturing Systems FMSs 计算机集成制造 Computer Integrated Manufacturing CIM 7 6 服务业的技术 Technology in Services 金融 教育 政府 通信 商业 运输 医疗 航空 7 7 流程再设计 Process Redesign 7 8 道德和环境友善流程 Ethics and Environmentally Friendly Processes 案例 戴尔电脑公司 Dell Computer Company 大规模定制为戴尔电脑带来竞争优势 How can we make the process of buying a computer better 直接销售电脑给消费者 Sell custom build PCs directly to consumer 全面集成业务网络 Integrate the Web into every aspect of its business 保持六天库存 Operate with six days inventory 按订单快速低成本制造计算机 Build computers rapidly at low cost and only when ordered 专注研究电脑软件 快速安装和简单配置和 Focus research on software designed to make installation and configuration of its PCs fast and simple Process Strategy Principles of Operations Management 2 流程策略 process strategy 组织将资源转化成商品和服务的方法 7 1 四种流程策略 工艺专业化 Process Focused Strategy 单件 小批生产 重复性生产 Repetitive Focused Strategy 成批 大量生产 产品专业化 product focused 大量生产 大规模定制 mass customization 个性化生产 选择流程必须适合产量和品种 固定和变动成本分摊 设法让总成本最少 7 1 1 工艺专业化 Process Focused Strategy 工艺专业化 小批量 多品种流程 也称作业车间 Low volume high variety products Job shop 一些设备的利用率很低 5 但成本很高 具有弹性 被 75 的企业采用 Facilities are organized by process Similar processes are together Example All drill presses are together Jumbled flow Other names 间歇流程 Intermittent process Job shop 标准注册公司商用表格作业车间的工艺专业化 2008 Prentice Hall Inc 7 15 Accounting Process Flow DiagramProcess Flow Diagram Information flowInformation flow Material flowMaterial flow Figure 7 2Figure 7 2 COLLATING DEPT GLUING BINDING STAPLING LABELING POLYWRAP DEPT SHIPPING Customer PRINTING DEPT PREPRESS DEPT Vendors Receiving Warehouse Purchasing Customer Customer sales representative 案例 饭店 医院 工厂 Process Strategy Principles of Operations Management 3 7 1 2 重复性生产 Repetitive Focused Strategy 重复性生产 介于工艺专业化和产品专业化之间 采用模块 是一流程的生产线 Facilities often organized by assembly lines Characterized by modules Parts 运作经理利用模块 有效调度和快速生产来实现大规模定制 2008 Prentice Hall Inc 7 24 Mass CustomizationMass Customization Mass Customization Effective Effective scheduling scheduling techniquestechniques Rapid Rapid throughput throughput techniquestechniques Repetitive FocusRepetitive Focus Flexible peopleFlexible people and equipmentand equipment ProcessProcess FocusedFocused High variety low volumeHigh variety low volume Low utilization Low utilization 5 to 25 5 to 25 GeneralGeneral purpose equipmentpurpose equipment ProductProduct FocusedFocused Low variety high volumeLow variety high volume High utilization High utilization 70 to 90 70 to 90 Specialized equipmentSpecialized equipment Figure 7 5Figure 7 5 Modular techniquesModular techniques Supportive Supportive supply supply chainschains 7 1 5 流程选择对比 比较 设备 人员 空间 产量 品种 效率 成本 交叉图 不同的流程会有不同的成本曲线 交叉图可用于分析他们之间的差异 当产量一 定时 只有一种流程成本是最低的 Process Strategy Principles of Operations Management 7 2008 Prentice Hall Inc 7 31 Crossover ChartsCrossover Charts Fixed costs Variable Variable costscosts High volume low varietyHigh volume low variety Process CProcess C Fixed costs Variable Variable costscosts RepetitiveRepetitive Process BProcess B Fixed costs Variable Variable costscosts Low volume high varietyLow volume high variety Process AProcess A Fixed cost Process A Fixed cost Fixed cost Process BProcess B Fixed cost Process C Total costTotal cost Total costTotal cost Total costTotal cost V V1 1 2 857 2 857 V V2 2 6 666 6 666 400 000 400 000 300 000 300 000 200 000 200 000 VolumeVolume Figure 7 6Figure 7 6 企业关注的焦点 在一个讲求效率的时代 专业化是一种趋势 Focus brings efficiency Focus on depth of product line rather than breadth 顾客 Customers 德国的温特豪斯洗碗机公司 有类似特征的产品族 Products 纽柯钢铁 新西兰加拉格尔 钢丝网 服务 Service 奥兰多 帕尔默医院 肖尔代斯医院 技术 Technology intel 微软 改变流程 改变流程需要调整运营策略组合与之匹配 服务与产品设计 Service and product design 质量管理 Quality management 流程与能力设计 Process and capacity design 选址 Location 布置 Layout design 人力资源和工作设计 Human resources job design 供应链管理 Supply chain management 库存管理 Inventory management 独立需求 相关需求 JIT 与精益系统 计划与调度 Scheduling 综合计划 调度 维护 Maintenance 7 2 流程分析和设计 7 2 1 流程图 Process Flow Diagram 摩托车装配图 弯曲架管 工作单元 机加工 高温上漆 引擎和传动系统 测试 28 成品装箱 Process Strategy Principles of Operations Management 8 2008 Prentice Hall Inc 7 18 Process Flow DiagramProcess Flow Diagram THE ASSEMBLY LINETHE ASSEMBLY LINE TESTING 28 tests Oil tank work cell Shocks and forks Handlebars Fender work cell Air cleaners Fluids and mufflers Fuel tank work cell Wheel work cell Roller testing Incoming parts From Milwaukee From Milwaukee on a JIT arrival on a JIT arrival scheduleschedule Engines and transmissions Frame tube bending Frame building work cells Frame machining Hot paint frame painting Crating Figure 7 3Figure 7 3 7 2 2 时间功能图 Time Function Map 流程图的扩展 增加了时间维度 美国一家印制和压制产品的时间功能图 7 2 3 价值流图 value stream mapping VSM 是时间功能图的一种变化形式 有助于分析价值在生产过程中的哪个环节被创造 包括 供应链内 140 秒加工 26 天的的等待 2008 Prentice Hall Inc 7 37 ValueValue Stream MappingStream Mapping Figure 7 8Figure 7 8 7 2 4 工艺线路图 process chart Process Strategy Principles of Operations Management 9 工艺流程图使用符号 时间和距离来提供客观和结构化的方法 分析并记录组成流程的 各项活动 快餐店的汉堡生产线 7 2 5 服务蓝图 Service Blueprint 跟踪 提高服务质量 服务蓝图是一种关注顾客和企业之间互动的流程分析技术 服务蓝图一般分三层如下图 第一层 在顾客控制中 第二层 提供商和顾客交互 第三层 远离顾客 许多环节均需采取解决潜在事物的防错技术 F T 来提高服务质量 理想的解决办法是最好在设计阶段预见到可能的错误 并采取设计预防措措施 员工问候 服务诊断 进行服务 友好结束 服务流程分析 Work Flow Analysis Four Phases 员工问候 Request from a customer or an offer to provide services by a performer 服务诊断 Negotiation allowing the customer and the performer to agree on how the work should be done and what will constitute customer satisfaction 进行服务 Performance of the assignment and completion 友好结束 Acceptance closing the transaction provided the customer expresses satisfaction and agrees that the conditions were met 7 3 服务流程设计 7 3 1 客户互动和流程设计 Customer Interaction and Process Strategy 服务流程矩阵中服务业的专业化水平 低 服务定制化程度 高 高 劳动 力密集程 大众服务 商业银行专业服务 私人银行 Process Strategy Principles of Operations Management 10 度 低 服务工厂 快餐店服务商店 美食餐厅 2008 Prentice Hall Inc 7 42 Service FactoryService FactoryService ShopService Shop Degree of CustomizationDegree of Customization LowLow HighHigh Degree of LaborDegree of Labor LowLow HighHigh Mass ServiceMass ServiceProfessional ServiceProfessional Service Service Process MatrixService Process Matrix Commercial banking Private banking General purpose law firms Law clinics Specialized hospitals Hospitals Full service stockbroker Limited service stockbroker Retailing Boutiques Warehouse and catalog stores Fast food restaurants Fine dining restaurants Airlines No frills airlines Figure 7 11Figure 7 11 大众服务和专业服务 Mass Service and Professional Service 劳动力参与高 Labor involvement is high 加强培训 Selection and training highly important 加强人力资源 Focus on human resources 个性化服务 Personalized services 服务工厂和服务商店 Service Factory and Service Shop 自动化标准服务 Automation of standardized services 采取流程技术 低劳动响应 Low labor intensity responds well to process technology and scheduling 强化控制 Tight control required to maintain standards 7 3 2 改进流程的更多机会 布局 案例 零售业 餐饮业和银行业的布局 布局设计时服务流程设计的一部分 对零售业 餐饮业和银行业尤其如此 人力资源 很多服务业都涉及与顾客的的互动 所以招聘和培训等人力资源问题是服务业中特别重 要的组成部分 改进服务生产率的技术 分离 自助服务 延迟 聚焦 模块 自动化 作业计划 培训 Process Strategy Principles of Operations Management 11 7 4 选择设备和技术 案例 医院 饭店和制造企业 选择设备和技术 X 光机 工厂数控机床 办公室的电脑 考虑的因素 成本 质量 产能 灵活性 弹性 flexibility 指的是短时间 低成本和高顾客价值的情况下作出相应的能力 7 5 生产技术 机床技术 Machine technology 自动识别系统 Automatic identification systems AISs 过程控制 Process control 可视化系统 Vision system 机器人 Robot 自动存取系统 Automated storage and retrieval systems ASRSs 自动导引车 Automated guided vehicles AGVs Process Strategy Principles of Operations Management 12 柔性制造系统 Flexible manufacturing systems FMSs 计算机集成制造 Computer integrated manufacturing CIM 7 5 1 机床技术 Machine Technology 计算机数控机床 德国 1950 s 提高精度 Increased precision 增加生产率 Increased productivity 提升灵活性 Increased flexibility 减少污染 Decreased pollution 体积减小 Decreased size 耗能更少 Decreased power requirements 7 5 2 自动识别系统 Automatic Identification Systems AIS 无线射频条码识别器 条码 二维码 护士将药物上的条码与病人 ID 进行匹配 防差错 7 5 3 过程控制 Process Control 案例 石油精炼厂 石化厂 水泥厂 钢铁厂 核反应堆 物流企业等的温度 压力 数量 过程控制 process control 是信息技术在监控实物流程上的应用 过程控制软件 Factory Link IV 控制糖和水进入果汁搅拌机 提升过程稳定性 Increased process stability Increased process precision Real time provision of information for process evaluation Multi mode information presentation 7 5 4 可视化系统 Vision Systems 十字路口摄像头 可视化系统结合摄像机和电脑技术 通常用于检查 Particular aid to inspection Consistently accurate Never bored Modest cost Superior to individuals performing the same tasks 7 5 5 机器人 Robots 案例 福特汽车有些工厂 98 的焊接有机器人完成 危险和乏味的工作可由机器人来完成 Perform monotonous or dangerous tasks or those requiring significant strength or endurance Enhanced consistency accuracy speed strength power when substituted for human effort 7 5 6 自动存取系统 Automated Storage and Retrieval Systems ASRS 自动存取系统是计算机控制的仓库 Automated placement and withdrawal of parts and products Particularly useful in inventory and test areas of manufacturing firms 7 5 7 自动导引车 Automated Guided Vehicle AGV 电子导航和控制的车辆用运输制造过程中的零件和机械运输 Electronically controlled movement of products and or individuals 7 5 8 柔性制造系统 Flexible Manufacturing Systems FMS Process Strategy Principles of Operations Management 13 案例 洛克希德公司 马丁工厂采用 FMS 为飞机生产零部件 达拉斯 克萨斯州第三大城市 休 斯敦 约翰逊航天中心 肯尼迪航天中心 佛罗里达 IBM 在德克萨斯奥斯丁的电脑厂 就只能装配小型电子产品 由一台中央计算机给每一个工作站和物料搬运设备发出操作指令 这种系统就叫自动工作 单元 也称柔性制造系统 FMS 也有局限性 Computer controls both the workstation and the material handling equipment Computer control enhance flexibility Can economically produce low volume at high quality Reduced costs of changeover and low utilization Stringent communication requirement between components within it 7 5 9 计算机集成制造 Computer Integrated Manufacturing CIM 管理层 Top management 运营管理 OM 作业层 CAM CIM 包含计算辅助设计 CAD 计算机辅助制造 CAM 柔性制造系统 FMS 自动存取系 统 ASRS 自动导引系统 AGV 它提供了一个集成的柔性制造系统 将采购 CAD CAM 自动存取 自动导引 装配 检验 打包进行集成的系统 扩展的柔性制造系统 Extension of flexible manufacturing systems Backwards to engineering and inventory control Forward into warehousing and shipping Can also include financial and customer service areas 可高效率解决多品种少批量生产 Reducing the distinction between low volume high variety and high volume low variety production Process Strategy Principles of Operations Management 14 非常依赖信息技术 Heavy reliance on information technology 7 6 服务业的技术 技术对服务业的影响 Service Industry 服务业Example Financial services 金融服务Debit cards electronic funds transfer ATMs Internet stock trading Education 教育在线图书 Electronic bulletin boards on line journals Utilities and government 公 共事业和政府 Automated one man garbage trucks optical mail sorters scanners flood warning s ystems 炸弹扫描 Restaurants and foods 饭店 和食品 Wireless orders from waiters to kitchen robot butchering transpon ders on cars to track drive thrus Communication 通信电子出版 Electronic publishing interactive TV Hotels 酒店信用卡 Electronic check in check out electronic key lock systems Wholesale retail trade 批发 零售贸易 Point of sale terminals e commerce electronic communication between store and supplier b ar coded data 条码 Transportation 运输 卫星导航 Automatic toll booths satellite directed navigation systems route planning progress monitoring Health care 医疗 在线手术 On line patient monitoring on line medical information systems robo