MANAGING

SERVICE
OPERATIONS
PREPARED BY:
BELDORO, HANNAH EVE
DOLOTINA, CHARLES KENT
LANZADERAS, KARL JOY
SALAS, MARIA CYBELLE AMITY SALAS
What Operations Is
“any process that accepts inputs and uses resources to
change those inputs in useful ways”.

These processes typically include manufacturing,

assembly, packaging, distribution, and delivery.
Essentially, operations encompass everything an
organization does to create value for its customers.
What Operations Management Is
Aldag and Stearns accurately defined operations
management as “the process of planning, organizing and
controlling operations to reach objectives efficiently and
effectively”.
OPERATIONS AND
THE ENGINEER
MANAGER
Operations Manager
- Who ensures that all tasks within a company are executed
smoothly and efficiently. They oversee various aspects of
operations, including resource management, process
improvement, and goal achievement.

Function
- Find ways to contribute to the production of quality
goods or services and the reduction of costs in his
department.
Who are qualified to become
Operations Manager?
The typical operation manager is one with
several years of experience in the operations
division and possesses in academic
background in engineering.
Engineer Manager
The Engineer Manager leads engineering
teams and oversees technical projects within
an organization. They are responsible for
guiding the technical aspects of projects and
ensuring they align with company objectives.
Expected to produces some output at whatever
management level he is.

1. Manufacturing Engineer- to determine

and define the equipment, tools, and
process required to convert the design
of the desired product into reality in an
efficient manner.
Expected to produces some output at whatever
management level he is.

2.Construction Engineer- responsible for

the actual construction of whatever has
agreed to put up, and required to do it
using the least expensive and easiest
method.
Engineer as Operations Manager

"Must find ways to contribute to the

production of quality goods or services
and the reduction of costs in his
departments."
TRANSFORMATION
PROCESS
TRANSFORMATION PROCESS
Transformation process in operations management
entails a series of activities that convert inputs (such
as raw materials, information, and labor) into outputs
(finished products or services).
It aims to add value to the information
and create products that meet customer
requirements.
This can be done either through
manufacturing or service processes.
TYPES OF TRANSFORMATION PROCESSES
Manufacturing Processes
Job Shop
Batch Production
Continuous Production
Service Processes
Professional Service
Service Shop
Mass Service
Manufacturing Processes
Manufacturing process is the process of
designing, creating, and delivering
goods. It involves transforming raw
materials or components into finished
goods by hand or machinery.
Job Shop- a job shop involves the production of custom-
made products in small quantities. Each product may
require different inputs and processes.
Batch Production- products are manufactured in batches,
where a group of similar items is produced together
before the process is changed for the next batch.
Continuous Production- this involves
the continuous production of
standardized goods with minimal
interruptions. It often utilizes
assembly lines or automated
processes.
Service Processes
Service process refers to the provision of
service to customers. It requires human
labor and resources to provide the
service.
Professional Service- Services provided by highly skilled
professionals, such as consulting, legal services, or medical
care.
Service Shop- Services provided in a customized manner,
similar to job shops in manufacturing. Examples include hair
salons, repair services, etc.
Mass Service- Services provided to a
large number of customers
simultaneously, often with
standardized procedures. Examples
include retail stores, airlines, and fast-
food restaurants.
IMPORTANT PARTS
OF PRODUCTIVE
SYSTEMS
Productive systems consist of six important
activities as follows:

1. Product Design
2. Production Planning and Scheduling
3. Purchasing and Materials Management
4. Inventory Control
5. Work Flow Layout
6. Quality Control
Product Design
Product design refers to "the
process of creating a set of product
specifications appropriate to the
demands of the situation."
Production Planning and Scheduling
Production planning may be defined as
"forecasting the future sales of a given
product, translating this forecast into the
demand it generates for various production
facilities, and arranging for the procurement
of these facilities."

Scheduling is the "phase of production

control involved in developing timetables
that specify how long each operation in the
production process takes."
Purchasing and Materials
Management
Materials management refers to
"the approach that seeks efficiency
of operation through integration of
all material acquisition, movement,
and storage activities in the firm "
Inventory Control

Inventory control is the process of

establishing and maintaining
appropriate levels of reserve stocks
of goods.
Work-Flow Layout

Work-flow layout is the process of

determining the physical
arrangement of the production
system.
Quality Control
Quality control refers to the
measurement of products or
services against standards set by
the company. Poor quality control
breeds customer complaints,
returned merchandise, expensive
lawsuits, and huge promotional
expenditures.
Thank you for listening!