Professional Documents
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OPM
OPM
PRODUCTION
MANAGEMENT
Lecture 1( Final Term)
Operations performance and
Operations Strategy
Introduction
The quality objective
The speed objective
The dependability objective
The flexibility objective
The cost objective
The ‘top-down’ and ‘bottom-up’ perspectives
The market requirements and operations
resources perspectives
The process of operations strategy
EXAMPLE
Operations management can have a very significant impact on a business’s financial
performance. Even when compared with the contribution of other parts of the business, the
contribution of operations can be dramatic. Consider the following example. Kandy Kitchens
currently produce 5,000 units a year. The company is considering three options for boosting
its earnings. Option 1 involves organizing a sales campaign that would involve spending an
extra a100,000 in purchasing extra market information. It is estimated that sales would rise by
30 per cent. Option 2 involves reducing operating expenses by 20 per cent through forming
improvement teams that will eliminate waste in the firm’s operations. Option 3 involves
investing a70,000 in more flexible machinery that will allow the company to respond faster to
customer orders and therefore charge 10 per cent extra for this ‘speedy service’. Table 2.2
illustrates the effect of these three options.
ANALYSIS OF EXAMPLE
• Option 1:Increasing sales volume by 30 per cent certainly improves the
company’s sales revenue, but operating expenses also increase.
Nevertheless, earnings before investment and tax (EBIT) rise to
a1,000,000.
• Option 2 :But reducing operating expenses by 20 per cent is even more
effective, increasing EBIT to a1,200,000. Furthermore, it requires no
investment to achieve this.
• Option 3 :The third option involves improving customer service by
responding more rapidly to customer orders. The extra price this will
command improves EBIT to a1,000,000 but requires an investment of
a70,000.
• Note how options 2 and 3 involve operations management in changing
the way the company operates.
• Note also how, potentially, reducing operating costs and improving
customer service can equal and even exceed the benefits that come from
improving sales volume.
The ‘stakeholder’ perspective on
operations performance
Operations can contribute to competitiveness
Top management’s performance objectives for
operations
• Of all stakeholder groups, it is the organization’s top management who
can have the most immediate impact on its performance.
• They represent the interests of the owners (or trustees, or electorate, etc.)
and therefore are the direct custodians of the organization’s basic purpose.
• They also have responsibility for translating the broad objectives of the
organization into a more tangible form. So what should they expect from
their operations function.
• Broadly they should expect all their operations managers to contribute to
the success of the organization by using its resources effectively.
• To do this it must be
• creative, innovative and energetic in improving its processes, products
and services. In more detail, effective operations management can give
five types of advantage to the business:
OM five types of advantage to the
business
• It can reduce the costs of producing products and services, and being
efficient.
• It can achieve customer satisfaction through good quality and service.
• It can reduce the risk of operational failure, because well designed and
well run operations should be less likely to fail, and if they do they
should be able to recover faster and with less disruption (this is called
resilience).
• It can reduce the amount of investment (sometimes called capital
employed) that is necessary to produce the required type and quantity
of products and services by increasing the effective capacity of the
operation and by being innovative in how it uses its physical resources.
• It can provide the basis for future innovation by learning from its
experience of operating its processes, so building a solid base of
operations skills, knowledge and capability within the business.
The Five Operations Performance Objectives
1. Quality: You would want to do things right; that is, you would not want to make
mistakes, and would want to satisfy your customers by providing error-free goods
and services which are ‘fit for their purpose’. This is giving a quality advantage.
2. Speed : You would want to do things fast, minimizing the time between a
customer asking for goods or services and the customer receiving them in full,
thus increasing the availability of your goods and services and giving a speed
advantage.
3. Dependability: You would want to do things on time, so as to keep the delivery
promises you have made. If the operation can do this, it is giving a dependability
advantage.
4. Flexibility: You would want to be able to change what you do; that is, being able
to vary or adapt the operation’s activities to cope with unexpected circumstances
or to give customers individual treatment. Being able to change far enough and
fast enough to meet customer requirements gives a flexibility advantage.
5. Cost: You would want to do things cheaply; that is, produce goods and services at
a cost which enables them to be priced appropriately for the market while still
allowing for a return to the organization; or, in a not-for-profit organization, give
good value to the taxpayers or whoever is funding the operation. When the
organization is managing to do this, it is giving a cost advantage.
The Quality Objective
• Quality is consistent conformance to customers’
expectations
• Quality is the most visible part of what an
operation does
• It is something that A customer finds relatively
easy to judge about the operation
• It is clearly A major influence on customer
satisfaction or dissatisfaction
• A customer perception of high-quality products
and services means customer satisfaction
• And therefore the likelihood that the customer
will return.
Quality Inside The Operation
• Quality reduces costs. The fewer mistakes made
by each process in the operation, the less time
will be needed to correct the mistakes and the less
confusion and irritation will be spread.
• Quality increases dependability. Increased costs
are not the only consequence of poor quality. At
the supermarket it could also mean that goods run
out on the supermarket shelves with a resulting
loss of revenue to the operation and irritation to
the external customers.
The Speed Objective
The Speed Objective
• Inside the operation, speed is also important.
• Fast response to external customers is greatly
helped in:
• decision-making and
• speedy movement of materials and
• information inside the operation.
Speed inside the operation
• Speed reduces inventories.
• Speed reduces risks.
– Forecasting tomorrow’s events is far less of a risk
than forecasting next year’s.
– The further ahead companies forecast, the more
likely they are to get it wrong.
– The faster the throughput time of a process the
later forecasting can be left.
The dependability objective
Dependability inside the operation
• Dependability saves time
• Dependability saves money.
• Dependability gives stability
The flexibility objective
The flexibility objective
• Product/service flexibility –
– the operation’s ability to introduce new or modified
products and services;
• Mix flexibility –
– the operation’s ability to produce a wide range or mix of
products and services;
• Volume flexibility –
– the operation’s ability to change its level of output or
activity to
• Produce different quantities or volumes of products and
services over time;
• Delivery flexibility –
– the operation’s ability to change the timing of the delivery
of its services or products.
Flexibility inside the operation
• Flexibility speeds up response.
• Flexibility saves time.
• Flexibility maintains dependability.
Low cost is a universally
attractive objective
• Productivity
• Single-factor productivity
• Multi-factor productivity
Single-factor productivity
• Often partial measures of input or output are
used so that comparisons can be made. in the
automobile industry productivity is sometimes
measured in terms of the number of cars
produced per year per employee. This is called
a single-factor measure of productivity.
• Single-factor productivity=Output from the operation
One input to the operation
The cost objective
• Productivity is the ratio of what is produced
by an operation to what is required to
produce it. The measure that is most frequently
used to indicate how successful an operation is
at doing this is productivity.
• Output from operations
Input to operations
Multi-factor productivity
• Total factor productivity is the measure that
includes all input factors.
Introduction
Process Types _Volume and Variety
Why good Design?
Benefits of Interactive Design
What is process design?
• To ‘design’ is to conceive the looks, arrangement, and
workings of something before it is created. In that
sense it is a conceptual exercise.
• Yet it is one which must deliver a solution that will
work in practice.
• Process Design is an activity that can be approached at
different levels of detail. One may predict the general
shape and intention of something before getting down
to defining its details.
• The most common way of doing this is by positioning it
according to its volume and variety characteristics.
• Eventually the details of the process must be analysed
to ensure that it fulfils its objectives effectively.
What objectives should process
design have?
Introduction
• Process selection
– Deciding on the way production of goods or
services will be organized
• Major implications
– Capacity planning
– Layout of facilities
– Equipment
– Design of work systems
Process Design
• Design is a activity which shapes the physical
form and purpose of both products and
services and processes that produce them.
• This design activity is more likely to be
successful if the complementary activities of
product or service design and process design
are coordinated.
Process Selection and System Design
Figure 6.1
Facilities and
Forecasting Capacity Equipment
Planning
Process
Technological Selection Work
Change Design
Process Strategy
• Key aspects of process strategy
– Capital intensive – equipment/labor
– Process flexibility
– Adjust to changes
– Design
– Volume
– technology
Process Selection
Variety
◦ How much Batch
Flexibility
◦ What degree
Volume
◦ Expected output Job Shop Repetitive
Continuous
Process Types
• Job shop
– Small scale
• Batch
– Moderate volume
• Repetitive/assembly line
– High volumes of standardized goods or services
• Continuous
– Very high volumes of non-discrete goods
Product – Process Matrix
Figure 6.2
Process Type
Job Shop Appliance repair Not
Emergency feasible
room
Batch Commercial
bakery
Classroom
Lecture
Repetitive Automotive
assembly
Automatic
carwash
Continuous Not Oil refinery
feasible Water purification
(flow)
Product – Process Matrix
Figure 6.2
(cont’d)
Dimension Job Shop Batch Repetitive Continuous
(flow)
Process design
Processes that Processes that
Design Products Produce Products
and Services and Services
Supply Network Design
Concept Generation
Screening
Layout
and Flow
Preliminary Design
Evaluation and
Improvement
Process Job
Technology Design
Prototyping and final
design
The Product/Process Matrix
INCREASING VARIETY
INCREASING VOLUME
PRODUCT CHARACTERISTICS
Low volume Low volume Higher volume High volume
Low Multiple Few major High
standardisation products products standardisation
Random
flow
(project) Custom
PROCESS CHARACTERISTICS
furniture
Jumbled
flow
(jobbing)
maker Machine
tool
Disconnected maker
line flow
(batch)
Automobile
Connected factory
line flow
(mass) Petro-
Smooth
chemical
flow refinery
(Continuous)
The Product/Process Matrix
INCREASING VARIETY
INCREASING VOLUME
PRODUCT CHARACTERISTICS
Low volume Low volume Higher volume High volume
Low Multiple Few major High
standardisation products products standardisation
Random
flow
(project) Investment
PROCESS CHARACTERISTICS
Jumbled banking
flow
(jobbing)
Customer
service
Disconnected
line flow
branch
(batch)
Bank call
Connected
line flow
centre
(mass)
Credit card
Smooth processing
flow
(Continuous)
Objectives of Design Process
Finished designs
which are:
TRANSFORMED High quality: Error-free
RESOURCES designs which fulfil their
Technical information purpose in an effective and
Market information creative way
Time information
Speedily produced: Designs
which have moved from
THE DESIGN concept to detailed
INPUTS OUTPUT specification in a short time
ACTIVITY
Dependably delivered: Designs
which are delivered when
Test and design promised
equipment
Design and technical Produced flexibly: Designs
staff which include the latest ideas
to emerge during the process
TRANSFORMING
RESOURCES Low cost: Designs produced
without consuming excessive
resources
Process Analysis
Customer
Request
Fillings
Bread and
Base filling The outline process of making
and selling customised
Assemble whole
sandwiches
sandwich
Use standard
“base”?
No
Yes Fillings
Customer The detailed process of
Request assembling customised
sandwiches
Assemble from
standard “base”
Stored
“Bases”
Using process maps to improve processes
Throughput, Cycle time and Work-in-process
• Work content (the total amount of work required to
produce a unit of output)
• Throughput time (the time for a unit to move through the
process)
• Cycle time of the process, the average time between units
of output emerging from the process.
• Work-in-process (or work-in-progress) sometimes
written as WIP is when customers join the queue in the
process
• Little’s Law:
• Throughput time = Work-in-process × Cycle time
• Percentage throughput efficiency:
= Work content × 100
Throughput time
What is process design?
What is process design?
Design is the activity which shapes the physical form and purpose of
both products and services and the processes that produce them.
This design activity is more likely to be successful if the
complementary activities of product or service design and process
design are coordinated.
What objectives should process design have?
The overall purpose of process design is to meet the needs of customers
through achieving appropriate levels of quality, speed,
dependability, flexibility and cost.
The design activity must also take account of environmental issues.
These include examination of the source and suitability of materials,
the sources and quantities of energy consumed, the
amount and type of waste material, the life of the product itself, and the
end-of-life state of the product.
What is process design?
How do volume and variety affect process design?
The overall nature of any process is strongly influenced by the volume and variety of what it
has to process. The concept of process types summarizes how volume and variety affect
overall process design. In manufacturing, these process types are (in order of increasing
volume and decreasing variety) project, jobbing, batch, mass and continuous processes.
In service operations, although there is less consensus on the terminology, the terms often
used (again in order of increasing volume and decreasing variety) are professional
services, service shops and mass services.
How are processes designed in detail?
Processes are designed initially by breaking them down into their individual activities. Often
common symbols are used to represent types of activity. The sequence of activities in a
process is then indicated by the sequence of symbols representing activities. This is called
‘process mapping’. Alternative process designs can be compared using process maps and
improved processes considered in terms of their operations performance objectives.
Process performance in terms of throughput time, work-in-progress, and cycle time are
related by a formula known as Little’s law: throughput time equals work-in-progress
multiplied by cycle time. Variability has a significant effect on the performance of
processes, particularly the relationship between waiting time and utilization.
Mike was totally confident in his judgment, ‘You’ll never get them back in
time’, he said. ‘They aren’t just wasting time, the process won’t allow them to
all have their coffee and get back for 11 o’clock.’ Looking outside the lecture
theatre, Mike and his colleague Dick were watching the 20 business people
who were attending the seminar queuing to be served coffee and biscuits. The
time was 10.45 and Dick knew that unless they were all back in the lecture
theatre at 11 o’clock there was no hope of finishing his presentation before
lunch. ‘I’m not sure why you’re so pessimistic’, said Dick. ‘They seem to be
interested in what I have to say and I think they will want to get back to hear
how operations management will change their lives.’ Mike shook his head.
‘I’m not questioning their motivation’, he said, ‘I’m questioning the ability of
the process out there to get through them all in time. I have been timing how
long it takes to serve the coffee and biscuits. Each coffee is being made fresh
and the time between the server asking each customer what they want and them
walking away with their coffee and biscuits is taking 48 seconds. Remember
that, according to Little’s law, throughput equals work-in-process multiplied by
cycle time. If the work-in-process is the 20 managers in the queue and cycle
time is 48 seconds, the total throughput time is going to be 20 multiplied by 0.8
minute which equals 16 minutes. Add to that sufficient time for the last person
to drink their coffee and you must expect a total throughput time of a bit over
20 minutes. You just haven’t allowed long enough for the process.’ Dick was
impressed. ‘Err . . . what did you say that law was called again?’ ‘Little’s law’,
said Mike.
Worked example
• Every year it was the same. All the workstations in the
building had to be renovated (tested, new software installed,
etc.) and there was only one week in which to do it. The one
week fell in the middle of the August vacation period when
the renovation process would cause minimum disruption to
normal working. Last year the company’s 500 workstations
had all been renovated within one working week (40 hours).
Each renovation last year took on average 2 hours and 25
technicians had completed the process within the week.
This year there would be 530 workstations to renovate but
the company’s IT support unit had devised a faster testing
and renovation routine that would only take on average 11/2
hours instead of 2 hours. How many technicians will be
needed this year to complete the renovation processes
within the week?
Last year :
Work-in-progress (WIP) = 500 workstations
Time available (Tt ) = 40 hours
Average time to renovate = 2 hours
Therefore throughput rate (Tr) = 1/2 hour per technician = 0.5N
where N = Number of technicians
Little’s law: WIP = Tt × Tr
500 = 40 × 0.5N
N= 500 = 25 technicians
40x0.5
This year:
Work-in-progress (WIP) = 530 workstations
Time available = 40 hours
Average time to renovate = 1.5 hours = 0.67 N N = Number of Technicians
Throughput rate (Tr) = 1/1.5 per technician = 0.67N where N = Number of
technicians
Little’s law: WIP = Tt × Tr
530 = 40 × 0.67N
N = 530
40 × 0.67
= 19.88 technicians
A vehicle licensing centre receives application documents, keys in details,
checks the information provided on the application, classifies the
application according to the type of licence required, confirms payment and
then issues and mails the licence. It is currently processing an average of
5,000 licences every 8-hour day. A recent spot check found 15,000
applications that were ‘in progress’ or waiting to be processed. The sum of
all activities that are required to process an application is 25 minutes. What
is the throughput efficiency of the process?
Work-in-progress = 15,000 applications
Cycle time = Time producing
Time producing = 8 hours = 480 min = 0.96 min
Number produced 5000 5000