IntroductiontoOperationsManagent

1、 is that part of a business organization that is responsible for the creation of goods or services the management of systems or processes that creates value in the form of goods and services by transforming inputs into desired outputs the design, operation and improvement of the systems or processes

2、 that create goods and/or provide services as a transformation processas a transformation processas a transformation processas aas aas a bababasic functionsic functionsic functionasasas thethethe technicaltechnicaltechnical corecorecoreinputsinputsinputs landlandland materialsmaterialsmaterials labo

3、rlaborlabor managementmanagementmanagement capitalcapitalcapital informationinformationinformationoutputsoutputsoutputs goodsgoodsgoods servicesservicesservicestransformation/transformation/transformation/conversionconversionconversionprocessprocessprocesscontrolcontrolcontrolfeedbackfeedbackfeedbac

4、kfeedbackfeedbackfeedbackfeedbackfeedbackfeedback value-addedvalue-addedvalue-addedfeedback feedback feedback = = = measurements taken at various points in the transformation processmeasurements taken at various points in the transformation processmeasurements taken at various points in the transfor

5、mation processcontrolcontrolcontrol = = = the comparison of feedback against previously established the comparison of feedback against previously established the comparison of feedback against previously established standards to determine if corrective action is needed.standards to determine if corr

6、ective action is needed.standards to determine if corrective action is needed. the essence of operations function is to add value during the transformation processvalue added is the difference between the cost of intputs and the value or price of outputs.r&dinvestment in new facilities and equip

7、mentpaying workerspaying for materialspaying for general expensesprofits inputsinputsinputsprocessingprocessingprocessingoutputsoutputsoutputs cleaningcleaningcleaningcanned canned canned vegetablesvegetablesvegetables making cansmaking cansmaking cans cuttingcuttingcutting cookingcookingcooking pac

8、kingpackingpacking labelinglabelinglabelingmetal metal metal sheetssheetssheets rawrawraw vegetablesvegetablesvegetableswaterwaterwaterenergyenergyenergylaborlaborlaborbuildingbuildingbuildingequipmentequipmentequipment inputsinputsinputs processingprocessingprocessingoutputsoutputsoutputsdoctors, n

9、ursesdoctors, nursesdoctors, nursesexaminationexaminationexaminationhealthy healthy healthy patientspatientspatientshospitalhospitalhospitalsurgerysurgerysurgerymedical suppliesmedical suppliesmedical suppliesmonitoringmonitoringmonitoringequipmentequipmentequipmentmedicationmedicationmedicationlabo

10、ratorieslaboratorieslaboratoriestherapytherapytherapygoods producinggoods producinggoods producingfarming, mining, constructionfarming, mining, constructionfarming, mining, construction, , ,manufacturing, power generationmanufacturing, power generationmanufacturing, power generationstorage/storage/s

11、torage/transportationtransportationtransportationwarehousing, trucking, mailwarehousing, trucking, mailwarehousing, trucking, mailservice, moving, taxis, buses,service, moving, taxis, buses,service, moving, taxis, buses,hotels, airlineshotels, airlineshotels, airlinesexchangeexchangeexchangeretailin

12、g, wholesaling, banking,retailing, wholesaling, banking,retailing, wholesaling, banking,renting, leasing, library, loansrenting, leasing, library, loansrenting, leasing, library, loansentertainmententertainmententertainmentfilms, radio and television,films, radio and television,films, radio and tele

13、vision,concerts, recordingconcerts, recordingconcerts, recordingcommunicationcommunicationcommunicationnewspapers, radio and televisionnewspapers, radio and televisionnewspapers, radio and televisionnewscasts, telephone, satellitesnewscasts, telephone, satellitesnewscasts, telephone, satellitesmanuf

14、acturing transportation retailingwarehousing health care telecommunications entertainment gegegeneratesneratesnerates demanddemanddemand gegegetsts ts customers customers customers creates product or servicecreates product or servicecreates product or service obtains fundsobtains fundsobtains funds

15、tracks tracks tracks organizationalorganizationalorganizational performanceperformanceperformanceoperationsoperationsoperationsfinancefinancefinancemarketingmarketingmarketingorganizationorganizationorganizationoperationsoperationsoperationsfinance/finance/finance/accountingaccountingaccountingmarke

16、tingmarketingmarketingcheckcheckcheckclearingclearingclearingtellertellertellerschedulingschedulingschedulingtransactionstransactionstransactionsprocessingprocessingprocessingsecuritysecuritysecuritycommercial bankcommercial bankcommercial bank 1984-1994 1984-1994 1984-1994 t/maker co.t/maker co.t/m

17、aker co.operationsoperationsoperationsfinance/finance/finance/accountingaccountingaccountingmarketingmarketingmarketinggroundgroundgroundsupportsupportsupportflightflightflightoperationsoperationsoperationsfacilityfacilityfacilitymaintenancemaintenancemaintenancecateringcateringcateringairlineairlin

18、eairlineoperationsoperationsoperationsfinance/finance/finance/accountingaccountingaccountingmarketingmarketingmarketingproductionproductionproductioncontrolcontrolcontrolmanufacturingmanufacturingmanufacturingqualityqualityqualitycontrolcontrolcontrolpurchasingpurchasingpurchasingmanufacturingmanufa

19、cturingmanufacturingoperationsoperationsoperationsfinancefinancefinancemarketingmarketingmarketingpublic public public relationsrelationsrelationsaccountingaccountingaccountingindustrialindustrialindustrialengineeringengineeringengineeringoperationsoperationsoperationsmaintenancemaintenancemaintenan

20、cepersonnelpersonnelpersonnelpurchasingpurchasingpurchasingdistributiondistributiondistributionmismismislegallegallegal operations operations operations finance/accountingfinance/accountingfinance/accountinghuman resourceshuman resourceshuman resourcesmarketingmarketingmarketingsupplierssupplierssup

21、pliersproduction andproduction andproduction andinventory datainventory datainventory datacapital budgeting requestscapital budgeting requestscapital budgeting requestscapacity expansion andcapacity expansion andcapacity expansion andtechnology planstechnology planstechnology plansbudgetsbudgetsbudg

22、etscost analysiscost analysiscost analysiscapital investmentscapital investmentscapital investmentsstockholderstockholderstockholder requirements requirements requirementsorders for materialsorders for materialsorders for materialsproduction and deliveryproduction and deliveryproduction and delivery

23、schedules qualityschedules qualityschedules qualityrequirements design/requirements design/requirements design/performance specsperformance specsperformance specsmaterial availabilitymaterial availabilitymaterial availabilityquality dataquality dataquality datadelivery schedulesdelivery schedulesdel

24、ivery schedulesdesignsdesignsdesignsproduct/serviceproduct/serviceproduct/serviceavailabilityavailabilityavailabilitylead-time estimateslead-time estimateslead-time estimatesstatus of orderstatus of orderstatus of orderdelivery schedulesdelivery schedulesdelivery schedulessales forecastssales foreca

25、stssales forecastscustomer orderscustomer orderscustomer orderscustomer feedbackcustomer feedbackcustomer feedbackpromotionspromotionspromotionspersonnel needspersonnel needspersonnel needsskill setsskill setsskill setsperformance evaluationsperformance evaluationsperformance evaluationsjob design/w

26、orkjob design/workjob design/workmeasurementmeasurementmeasurementhiring/firinghiring/firinghiring/firingtrainingtrainingtraininglegal requirementslegal requirementslegal requirementsunion contract negotiationsunion contract negotiationsunion contract negotiations operationsoperationsoperations is i

27、s is oneoneone of of of thethethe threethreethree (marketing, (marketing, (marketing, financefinancefinance andandand operationsoperationsoperations) ) ) majormajormajor functionsfunctionsfunctions of an of an of an organizationorganizationorganization offersoffersoffers a a a majormajormajor opport

28、unityopportunityopportunity forforfor an an an organizationorganizationorganization tototo improveimproveimprove itsitsits productivityproductivityproductivity andandand profitabilityprofitabilityprofitability om om om affectsaffectsaffects 1) 1) 1) thethethe companiescompaniescompanies abilityabili

29、tyability tototo competecompetecompete andandand 2) 2) 2) thethethe nationsnationsnations abilityabilityability tototo competecompetecompete internationallyinternationallyinternationally nearlynearlynearly halfhalfhalf of of of thethethe employedemployedemployed peoplepeoplepeople overoverover theth

30、ethe worldworldworld havehavehave jobsjobsjobs in in in operationsoperationsoperations thethethe om om om functionfunctionfunction is is is responsibleresponsibleresponsible forforfor a a a majormajormajor portionportionportion of of of thethethe assetsassetsassets of of of mostmostmost organization

31、sorganizationsorganizations om is a om is a om is a costlycostlycostly partpartpart of an of an of an organizationorganizationorganization thethethe conceptsconceptsconcepts, , , toolstoolstools andandand techniquestechniquestechniques of om of om of om areareare widelywidelywidely usedusedused in i

32、n in managingmanagingmanaging otherotherother functionsfunctionsfunctions. . . businessbusinessbusiness studentsstudentsstudents havehavehave tototo understandunderstandunderstand whatwhatwhat operationsoperationsoperations managersmanagersmanagers do do do presentspresentspresents careercareercaree

33、r opportunitiesopportunitiesopportunities jobjobjob shopshopshop batch productionbatch productionbatch production massmassmass productionproductionproduction massmassmass assemblyassemblyassembly continuouscontinuouscontinuous flowflowflow productionproductionproductionraw materialsraw materialsraw

34、materialsor customeror customeror customerf gf gf gstationstationstation 2 2 2 stationstationstation 3 3 3stationstationstation 4 4 4 materialmaterialmaterial and/or and/or and/or laborlaborlaborstationstationstation 1 1 1materialmaterialmaterial and/or and/or and/or laborlaborlabormaterialmaterialm

35、aterial and/or and/or and/or laborlaborlabormaterialmaterialmaterial and/or and/or and/or laborlaborlaborused for repetitive or continuous processingused for repetitive or continuous processingused for repetitive or continuous processing sequentialsequentialsequentialsurgerysurgerysurgeryradiologyra

36、diologyradiologye.r. bedse.r. bedse.r. bedspharmacypharmacypharmacybilling/ebilling/ebilling/ex x xit it ite.r.triage e.r.triage e.r.triage roomroomroome.r. admissionse.r. admissionse.r. admissionspatient b - patient b - patient b - erratic erratic erratic pacemakerpacemakerpacemakerpatient a - pati

37、ent a - patient a - broken legbroken legbroken leghallwayhallwayhallwaytangibletangibletangibleact-orientedact-orientedact-orientedgoodsgoodsgoodsservicesservicesservicesmanufacturing manufacturing manufacturing andandand service organizations service organizations service organizations differ chief

38、ly because differ chiefly because differ chiefly because manufacturing is goods-oriented and service is act-oriented.manufacturing is goods-oriented and service is act-oriented.manufacturing is goods-oriented and service is act-oriented.automobile assembly, steelmakingautomobile assembly, steelmakin

39、gautomobile assembly, steelmakingproducts are typically neither purely service- or products are typically neither purely service- or products are typically neither purely service- or purely goods-based.purely goods-based.purely goods-based.goodsgoodsgoodsservicesservicesserviceshome remodeling, reta

40、il saleshome remodeling, retail saleshome remodeling, retail salescomputer repair, restaurant mealcomputer repair, restaurant mealcomputer repair, restaurant mealsongwriting, software development songwriting, software development songwriting, software development surgery, teachingsurgery, teachingsu

41、rgery, teaching0 0 0252525505050757575100100100252525505050757575100100100automobileautomobileautomobile assembly, steel making assembly, steel making assembly, steel makingcomputercomputercomputerhome remodeling, retail saleshome remodeling, retail saleshome remodeling, retail salesfast-food mealfa

42、st-food mealfast-food mealrestaurant mealrestaurant mealrestaurant mealauto repairauto repairauto repairhospital carehospital carehospital careadvertising agencyadvertising agencyadvertising agencyinvestment managementinvestment managementinvestment managementconsulting serviceconsulting servicecons

43、ulting servicesurgery, teaching,surgery, teaching,surgery, teaching,counselingcounselingcounselingpercent of product that is a goodpercent of product that is a goodpercent of product that is a goodpercent of product that is a servicepercent of product that is a servicepercent of product that is a se

44、rvicesteel productionsteel productionsteel productionautomobile fabricationautomobile fabricationautomobile fabricationhohohome buildingme buildingme buildingr r road constructiooad constructiooad constructioauto auto auto r r repairepairepairappliance repairappliance repairappliance repairdressmaki

45、ngdressmakingdressmakingfarmingfarmingfarmingmaid servicemaid servicemaid servicemanual car washmanual car washmanual car washteachingteachingteachinglawn mowinglawn mowinglawn mowinghigh high high goods content goods content goods contentlow servicelow servicelow service content content contentlow

46、goodslow goodslow goods content content contenthigh servicehigh servicehigh service content content content tangible producttangible producttangible product consistent product consistent product consistent product definitiondefinitiondefinition highhighhigh uniformityuniformityuniformity of of of in

47、putsinputsinputs andandand outputsoutputsoutputs oftenoftenoften easyeasyeasy tototo automateautomateautomate activitiesactivitiesactivities tendtendtend tototo be be be smoothsmoothsmooth andandand efficientefficientefficient production usually production usually production usually separate from se

48、parate from separate from consumptionconsumptionconsumption ieie ie. . . oftenoftenoften producedproducedproduced forforfor laterlaterlater consumptionconsumptionconsumption (can be (can be (can be inventoriedinventoriedinventoried) ) ) requiresrequiresrequires no no no ororor lowlowlow customercust

49、omercustomer contactcontactcontact lowlowlow laborlaborlabor contentcontentcontent measurementmeasurementmeasurement of of of productivityproductivityproductivity is is is easyeasyeasy site of site of site of facilityfacilityfacility is is is importantimportantimportant forforfor costcostcost locati

50、onlocationlocation is is is oftenoftenoften centralizedcentralizedcentralized can be can be can be resoldresoldresold qualityqualityquality is is is generallygenerallygenerally measurablemeasurablemeasurable qualityqualityquality assuranceassuranceassurance is is is moremoremore straightforwardstrai

51、ghtforwardstraightforward sellingsellingselling functionfunctionfunction is is is distinctdistinctdistinct fromfromfrom productionproductionproduction productproductproduct is is is transportabletransportabletransportable thethethe productionproductionproduction activitiesactivitiesactivities areare

52、are quitequitequite obviousobviousobvious intangibleintangibleintangible inconsistentinconsistentinconsistent productproductproduct definitiondefinitiondefinition lowlowlow uniformityuniformityuniformity of of of inputsinputsinputs andandand outputsoutputsoutputs often uniqueoften uniqueoften unique

53、 andandand/ / /ororor oftenoftenoften knowledgeknowledgeknowledge basedbasedbased, , , sososo difficultdifficultdifficult tototo automateautomateautomate activitiesactivitiesactivities areareare slowerslowerslower andandand awkwardawkwardawkward produced & consumed produced & consumed produc

54、ed & consumed simultaneouslysimultaneouslysimultaneously ( ( (cannotcannotcannot be be be inventoriedinventoriedinventoried) ) ) generallygenerallygenerally requiresrequiresrequires h h highighigh customer customer customer contactcontactcontact highhighhigh laborlaborlabor contentcontentcontent

55、 measurementmeasurementmeasurement of of of productivityproductivityproductivity is is is difficultdifficultdifficult site of site of site of facilityfacilityfacility is is is importantimportantimportant forforfor customercustomercustomer contactcontactcontact locationlocationlocation is is is often

56、oftenoften disperseddisperseddispersed resellingresellingreselling is is is unusualunusualunusual qualityqualityquality is is is difficultdifficultdifficult tototo measuremeasuremeasure qualityqualityquality assuranceassuranceassurance is is is moremoremore challengingchallengingchallenging sellings

57、ellingselling is is is partpartpart of service of service of service providerproviderprovider, not , not , not thethethe productproductproduct is is is transportabletransportabletransportable thethethe productionproductionproduction functionfunctionfunction maymaymay be be be lesslessless obviousobv

58、iousobviouscustomer contactlowhighuniformity of inputs and outputshighlowlabor content lowhighautomation easygenerally difficultoutputtangible intangible, often uniquemeasurement of productivityeasydifficultopportunity to correct problemshighlowinventorymuchlittlequality measurement & evaluation

59、 easierdifficultproduction activities obvious not so obviousproduction and consumption separategenerally take place at the same timelocationcentralizedgenerally dispersedlocational factors to be consideredcost-orientedrevenue-oriented resellingpossible not possiblepatentabilityusuallynot usuallyacti

60、vitiessmooth and efficientslower and awkwardinventoriability andtransportabilityinventoriable &transportablenon inventoriable and so nontransportable job structuremore structuredless structuredworker skill levelsgenerally highergenerally loweremployee turnovergenerally lowergenerally higheropportunity to correct prob