MBA《管理学原理》讲义CHAPTER14-Technology and Operations.ppt

1、2020/8/27,天马行空官方博客： ；QQ:1318241189；QQ群：175569632,1,CHAPTER 14,Technology and Operations,2020/8/27,天马行空官方博客： ；QQ:1318241189；QQ群：175569632,2,Chapter Objectives,Introduce the different ways in which technology can add value to the operations function within an organization. Identify the various ways in

2、 which technology can be used in a manufacturing company. Describe enterprise resource planning (ERP) systems and how they impact an organization. Demonstrate the different ways in which technology can be integrated into service operations. Present a framework for defining the different types of e-s

3、ervices that are currently being offered.,2020/8/27,天马行空官方博客： ；QQ:1318241189；QQ群：175569632,3,Managerial Issues,Advances in technology are changing the way in which both manufacturing and service operations are designed. Technology is a tool, not an end in itself. Importance of maintaining compatibil

4、ity between technology and the organizations other elements. The need for continuous training in the use of technology.,2020/8/27,天马行空官方博客： ；QQ:1318241189；QQ群：175569632,4,How Technology Affects Operations,Traditional Tradeoffs Low costs Speed of delivery Quality of product/service Customization Tech

5、nologys Impact on Traditional Tradeoffs Tradeoffs are no longer validtechnology allows firms compete on several dimensions at once.,How Technology Impacts Operational Performance,Technology in Manufacturing,Technology in Manufacturing (contd),Major Categories of Software Systemsin Manufacturing,2020

6、/8/27,天马行空官方博客： ；QQ:1318241189；QQ群：175569632,9,Information Technology,Functional Areas as Independent Operations,Exhibit 4.3a,2020/8/27,天马行空官方博客： ；QQ:1318241189；QQ群：175569632,11,ERP Systems Link Functional Areas with a Common Software Platform and Database,2020/8/27,天马行空官方博客： ；QQ:1318241189；QQ群：1755

7、69632,12,Example of How SAPs R/3 SystemIntegrates an Organization,Leading ERP Software Companies and Respective Market Shares,Total ERP Software and Services Revenue = $18.2 billion,2020/8/27,天马行空官方博客： ；QQ:1318241189；QQ群：175569632,14,Evolution of ERP Systems,ERP Systems Origins An outgrowth of Mater

8、ials Requirements Planning (MRP) systems in the 1960s70s Adoption of ERP systems updated the entire information technology infrastructure of firms. Benefits of ERP Systems Reduction in database errors Faster customer response Faster order fulfillment Better overall communication,2020/8/27,天马行空官方博客：

9、；QQ:1318241189；QQ群：175569632,15,Evolution of ERP Systems (contd),Why ERP Systems Fail Lack of top management commitment Lack of adequate resources Lack of proper training Lack of communication Criticisms of ERP Systems Constraints of a single ERP system versus a mixture of Best of Breed software pro

10、ducts Inflexibility of the built-in business model of ERP systems,2020/8/27,天马行空官方博客： ；QQ:1318241189；QQ群：175569632,16,Technology Trends in Services,Increase in Self-Service Reduces labor costs Speeds up service Decrease in the Importance of Location Lower costs for delivery of products and services

11、increases remote points of access and reduces the need for specific service locations,2020/8/27,天马行空官方博客： ；QQ:1318241189；QQ群：175569632,17,Methods of Pricing to Encourage Self-Service,2020/8/27,天马行空官方博客： ；QQ:1318241189；QQ群：175569632,18,Technology Trends in Services (contd),Shift from Time-dependent (

12、Synchronous) to Non-time Dependent (Asynchronous) Transactions More economical (for the firm) and efficient (for the customer) forms of service Increase in disinter mediation Technology brings buyers and sellers closer together, eliminating intermediate steps or organizations.,2020/8/27,天马行空官方博客： ；Q

13、Q:1318241189；QQ群：175569632,19,Integrating Technology into Services,Integration Benefits Efficiency in operations Effectiveness in serving customers Areas for Integration Strategic planning Improved performance Faster service Improved customer knowledge Increased product customization,2020/8/27,天马行空官

14、方博客： ；QQ:1318241189；QQ群：175569632,20,Integrating Technology into Services (contd),Areas for Integration (contd) Increased efficiency Economies of scale in consolidating operations. Reduced labor costs through replacement of manpower and increased labor productivity.,Categories of E-Services,The Role

15、 of the Internet, Intranet,Extranet and EDI in an Organization,Types of E-Services,2020/8/27,天马行空官方博客： ；QQ:1318241189；QQ群：175569632,24,Challenges for E-Tailors,Infrastructure Developing the structure to efficiently and quickly deliver goods to customers. Lack of tangibility Having no physical presen

16、ce to which customers can turn with problems. Differentiation Creating a unique on-line presence that sustains growth.,2020/8/27,天马行空官方博客： ；QQ:1318241189；QQ群：175569632,25,Technology Issues,Overcoming Barriers to Entry (Customer) “Fear of the unknown” Lack of knowledge by the customer Training and Support Worker skill development through hands-on training in the new technology. Customer familiar