Professional Documents
Culture Documents
Unit 1
Unit 1
Unit 1
1-2
UNIT 1
INTRODUCTION TO OPERATIONS
MANAGEMENT
Learning Objectives
Define the term operations management
Identify the three major functional areas of
organizations and describe how they
interrelate
Compare and contrast service and
manufacturing operations
Describe the operations function and the
nature of the operations manager’s job
Learning Objectives
Differentiate between design and operation
of production systems
Describe the key aspects of operations
management decision making
Briefly describe the historical evolution of
operations management
Identify current trends that impact operations
management
DEFINITIONS
Operations management is the
administration of business practices to
create the highest level of efficiency
possible within an organization.
It is concerned with converting materials
and labour into goods and services as
efficiently as possible to maximize the
profit of an organization.
The design, execution,
and control of operations
that convert resources into
desired goods and
services, and implement a
company's business
strategy.
Operations management is an
area of management concerned
with designing and controlling the
process of production and
redesigning business operations
in the production of goods or
services.
It involves the responsibility of
ensuring that business
operations are efficient in
terms of using as few
resources as needed and
effective in terms of meeting
customer requirements.
It is concerned with managing an
entire production system which is
the process that converts inputs
(in the forms of raw materials,
labour, and energy) into outputs
(in the form of goods and/or
services), as an asset or delivers
a product or services
Operations Management
Operations Management is:
The management of systems or processes
that create goods and/or provide services
Organization
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MARKETING
The marketing function of a business is ultimately
responsible for ensuring the business has customers.
The marketing activities and efforts of a company must
focus on ensuring that the products and or services of the
business are able to meet the needs and wants of the
customer.
The marketing department must ensure that the target
market is aware that the companies goods and services,
and further, are aware that the products are able to meet
their needs and wants.
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The marketing side of a business must focus on
developing strategies and plans that effectively
create this awareness.
For instance how a company advertises their
products and services is developed and executed
by the marketing department.
The marketing function of a business attempts to
create a consumer experience that is optimized for
selling the products and services of a business.
Marketing department will prepare a marketing plan
which forecasts sales and more importantly acts as
the blueprint of how a company will entice
customers to purchase a firm's products and
services.
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OPERATIONS
Operations is the function of a business that
is responsible for creating the goods and
services of a business.
Operations are responsible for producing
what the company sells within the
boundaries of the budgets and forecasts
supplied by the finance department as well
as the supply and demand forecasts of
determined by the marketing department.
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Operations must produce products and
services in line with what the marketing
department has dictated is necessary to
meet the needs and wants of the consumer.
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Value-Added Process
Control
Feedback Feedback
Value-Added & Product
Packages
Value-added is the difference
between the cost of inputs and the
value or price of outputs.
Product packages are a
combination of goods and services.
Product packages can make a
company more competitive.
Goods-service Continuum
Goods Service
Surgery, teaching
Tangible Act
Production of Goods vs. Delivery of
Services
Production of goods – tangible output
Delivery of services – an act
Service job categories
Government
Wholesale/retail
Financial services
Healthcare
Personal services
Business services
Education
Key Differences
1. Customer contact
2. Uniformity of input
3. Labor content of jobs
4. Uniformity of output
5. Measurement of
productivity
Key Differences
Operations Examples
Goods Producing Farming, mining, construction,
manufacturing, power generation
Storage/Transportation Warehousing, trucking, mail
service, moving, taxis, buses,
hotels, airlines
Exchange Retailing, wholesaling, banking,
renting, leasing, library, loans
Entertainment Films, radio and television,
concerts, recording
Communication Newspapers, radio and television
newscasts, telephone, satellites
Decline in Manufacturing Jobs
Productivity
Increasing productivity allows companies to
maintain or increase their output using fewer
workers
Outsourcing
Some manufacturing work has been outsourced
to more productive companies
Why Manufacturing Matters
Millions of workers in manufacturing jobs
Accounts for over 70% of value of big
economies exports
Average full-time compensation about 20%
higher than average of all workers
Manufacturing workers more likely to have
benefits
Productivity growth in manufacturing in the
last 5 years is more than double in big
economy
Why Manufacturing Matters
More than half of the total R&D
performed is in the manufacturing
industries
Manufacturing workers earn an average
of about $25,000 more a year than
service workers
When a manufacturing job is lost, an
average of 2.5 service jobs are lost
Challenges of Managing
Services
Service jobs are often less structured than
manufacturing jobs
Customer contact is higher
Worker skill levels are lower
Services hire many low-skill, entry-level workers
Employee turnover is higher
Input variability is higher
Service performance can be affected by worker’s
personal factors
Real-time communication and resource location
Customer demand and high expectation
Key Decisions of Operations
Managers
What
What resources/what amounts
When
Needed/scheduled/ordered
Where
Work to be done
How
Designed
Who
To do the work
Decision Making
System Design
– capacity
– location
– arrangement of departments
– product and service planning
– acquisition and placement of
equipment
Decision Making
System operation
– personnel
– inventory
– scheduling
– project
management
– quality assurance
Decision Making
Models
Quantitative
approaches
Analysis of trade-offs
Systems approach
Models
– Physical
– Schematic
– Mathematical Tradeoffs
• Linear programming
• Queuing Techniques
• Inventory models
• Project models
• Statistical models
Analysis of Trade-Offs
Suboptimization
Pareto Phenomenon
Operations
Marketing Finance
Operations Interfaces
Industrial
Engineering
Maintenance
Distribution
Purchasing Public
Operations Relations
Legal
Personnel
Accounting MIS
Historical Evolution of Operations
Management
Industrial revolution (1770’s)
Scientific management (1911)
Mass production
Interchangeable parts
Division of labor
Human relations movement (1920-60)
Decision models (1915, 1960-70’s)
Influence of Japanese manufacturers
Trends in Business
Major trends
The Internet, e-commerce, e-business
Management technology
Globalization
Management of supply chains
Outsourcing
Agility
Ethical behavior
Management Technology
Technology: The application of
scientific discoveries to the
development and improvement of
goods and services
Product and service technology
Process technology
Information technology
Simple Product Supply Chain