1.

Pearson Education Ltd. Arnos Design

Chapter 1

Operations management

Slack, Chambers and Johnston, Operations Management, 6th Edition,

1.1
© Nigel Slack, Stuart Chambers, and Robert Johnston 2010
 Operations management defined
1.2

• Operations management is the activity of

managing the resources which are devoted
to the production and delivery of products
and services.

‫إدارة العمليات هي نشاط إدارة الموارد المخصصة إلنتاج وتسليم‬

.‫المنتجات والخدمات‬

Slack, Chambers and Johnston, Operations Management, 6th Edition,

1.2
© Nigel Slack, Stuart Chambers, and Robert Johnston 2010
 Slack et al.’s model of operations management
1.3

Transformed Operation’s
resources performance
‫الموارد المحولة‬ ‫أداء العملية‬
Operations Operations
•Materials
strategy strategy
•Informatio
‫استراتيجية العمليات‬
n
•Customer Operations
s management
Input Design Improvement Output
resources ‫تحسين‬ products and Customers
‫موارد‬ services ‫الزبائن‬
‫المدخالت‬ Planning and
‫انتاج المنتجات‬
control
‫والخدمات‬
‫التخطيط والتحكم‬
Transforming
resources
•Facilities
•‫مرافق‬
•Staff
‫العاملين‬ Slack, Chambers and Johnston, Operations Management, 6th Edition,
1.3
© Nigel Slack, Stuart Chambers, and Robert Johnston 2010
 Operations are everywhere‫ا لعملياتف يك لمكان‬
1.4

• Every service you consumed today (radio station, bus

service, lecture, etc.) has also been produced by an
operation.
‫ إلخ) تم إنتاجها‬، ‫ محاضرة‬، ‫ خدمة حافالت‬، ‫كل خدمة تستهلكها اليوم (محطة راديو‬
.‫بواسطة عملية‬
• The best way to start understanding the nature of
‘Operations’ is to look around you.
.‫أفضل طريقة للبدء في فهم طبيعة "العمليات" هي النظر من حولك‬
• Everything you can see around you (except the flesh
and blood) has been produced by an operation.
.‫كل شيء يمكن أن تراه من حولك (باستثناء اللحم والدم) أنتجته عملية‬
• Operations Managers create everything you buy, sit on,
wear, eat, throw at people and throw away.
‫ يرمون الناس‬، ‫ يأكلون‬، ‫ يلبسون‬، ‫ يجلسون‬، ‫ينشئ مديرو العمليات كل ما تشتريه‬
Slack, Chambers and Johnston, Operations Management, 6 Edition,
th

1.4
.‫ويرمونهم‬
© Nigel Slack, Stuart Chambers, and Robert Johnston 2010
 The three basic functions of enterprises
1.5

‫الوظائف األساسية الثالث للمؤسسات‬

Digital Stock
Product / Service
Development
‫ الخدمة‬/ ‫تطوير المنتج‬

Marketing Operations
‫تسويق‬ ‫عمليات‬
Pearson
Education
Ltd. Lord
and
Leverett Ford Motor
Company
Slack, Chambers and Johnston, Operations Management, 6th Edition,
1.5
© Nigel Slack, Stuart Chambers, and Robert Johnston 2010
 Interfunctional relationships between operations and
1.6

other functions
‫العالقات بين الوظائف بين العمليات والوظائف األخرى‬
Engineering/ Product/service
technical Understanding of
the capabilities and development
function constraints of the function
operations process
Analysis of new
technology options Understanding of
process technology
needs New product and
Accounting service ideas
and finance Provision Understanding of the
of relevant capabilities and
function data
Operations constraints of the
Financial analysis function operations process
for performance
and decisions Market
requirements Marketing
Understanding of function
human resource needs Understanding Provision of systems for
of infrastructural design, planning and
Recruitment and system control, and improvement
development needs
and training
Human Information
resources technology
function (IT) function
Slack, Chambers and Johnston, Operations Management, 6th Edition,
1.6
© Nigel Slack, Stuart Chambers, and Robert Johnston 2010
 1.7
Operations management in all types of organization
‫إدارة العمليات في جميع أنواع المنظمات‬
Automobile assembly factory – Operations
management uses machines to efficiently
assemble products that satisfy current customer
demands

‫ تستخدم إدارة العمليات اآلالت لتجميع‬- ‫مصنع تجميع السيارات‬

‫المنتجات بكفاءة تفي بمتطلبات العمالء الحالية‬

Slack, Chambers and Johnston, Operations Management, 6th Edition,

1.7
© Nigel Slack, Stuart Chambers, and Robert Johnston 2010
 1.8
Operations management in all types of organization
)‫إدارة العمليات في جميع أنواع المنظمات (تابع‬

Physician (General practitioner) – Operations

management uses knowledge to effectively
diagnose conditions in order to treat real and
perceived patient concerns
‫ تستخدم إدارة العمليات المعرفة لتشخيص‬- )‫طبيب (ممارس عام‬
‫الحاالت بشكل فعال من أجل التعامل مع مخاوف المريض الحقيقية‬
‫والمتوقعة‬

Slack, Chambers and Johnston, Operations Management, 6th Edition,

1.8
© Nigel Slack, Stuart Chambers, and Robert Johnston 2010
 1.9
Operations management in all types of organization (Continued)
)‫إدارة العمليات في جميع أنواع المنظمات (تابع‬

Management consultant – Operations

management uses people to effectively create the
services that will address current and potential client
needs

‫ إدارة العمليات تستخدم األشخاص إلنشاء الخدمات التي‬- ‫مستشار إداري‬

‫ستعالج احتياجات العمالء الحالية والمحتملة بشكل فعال‬

Slack, Chambers and Johnston, Operations Management, 6th Edition,

1.9
© Nigel Slack, Stuart Chambers, and Robert Johnston 2010
 1.10
Operations management in all types of organization
)‫إدارة العمليات في جميع أنواع المنظمات (تابع‬

 Disaster relief charity – Operations management uses

ours and our partners’ resources to speedily provide the
supplies and services that relieve community suffering

‫ تستخدم إدارة العمليات مواردنا‬- ‫مؤسسة اإلغاثة الخيرية في حاالت الكوارث‬

‫وموارد شركائنا لتسريع توفير اإلمدادات والخدمات التي تخفف معاناة المجتمع‬

Slack, Chambers and Johnston, Operations Management, 6th Edition,

1.10
© Nigel Slack, Stuart Chambers, and Robert Johnston 2010
 Operations management in all types of organization (Continued)
1.11

)‫إدارة العمليات في جميع أنواع المنظمات (تابع‬

 Advertising agency – Operations management

uses our staff’s knowledge and experience to
creatively present ideas that delight clients and
address their real needs
‫ تستخدم إدارة العمليات معرفة وخبرة موظفينا لتقديم أفكار‬- ‫وكالة اإلعالن‬
‫مبتكرة تخدع العمالء وتلبى احتياجاتهم الحقيقية‬

Slack, Chambers and Johnston, Operations Management, 6th Edition,

1.11
© Nigel Slack, Stuart Chambers, and Robert Johnston 2010
 Operations management uses…‫ ت___ستخدم_ إدارة ا__لعمليات‬.
1.12

machines to Efficiently Assemble products

diagnose to treat real and

Knowledge to effectively perceived patient
conditions
concerns

people to effectively create services that will

address current and
potential client needs

ours and our to speedily provide supplies and services

partners’ that relieve
resources community suffering

our staff’s to creatively present ideas that delight

knowledge and clients and address
experience their real needs

Slack, Chambers and Johnston, Operations Management, 6th Edition,

1.12
© Nigel Slack, Stuart Chambers, and Robert Johnston 2010
 Operations management uses…‫ ت___ستخدم_ إدارة ا__لعمليات‬.
1.13

• machines to efficiently assemble products

‫آالت لتجميع المنتجات بكفاءة‬
• knowledge to effectively diagnose conditions to treat real
and perceived patient concerns
‫المعرفة لتشخيص الظروف بشكل فعال لعالج المخاوف الحقيقية والمفهومة المريض‬
• people to effectively create services that will address
current and potential client needs
‫الناس على نحو فعال إلنشاء الخدمات التي من شأنها تلبية احتياجات العمالء الحالية‬
‫والمحتملة‬
• ours and our partners’ resources to speedily provide
supplies and services that relieve community suffering
‫مواردنا وشركائنا لتسريع توفير اإلمدادات والخدمات التي تخفف معاناة المجتمع‬
• our staff’s knowledge and experience to creatively
present ideas that delight clients and address their real
needs Slack, Chambers and Johnston, Operations Management, 6 Edition,
th

© Nigel Slack, Stuart Chambers, and Robert Johnston 2010

1.13
 All operations are input–transformation–output processes
1.14

Inputs Transformation process Outputs

‫عملية التحول‬

Slack, Chambers and Johnston, Operations Management, 6th Edition,

1.14
© Nigel Slack, Stuart Chambers, and Robert Johnston 2010
 Operations input resources and outputs
1.15

‫عمليات المدخالت والمخرجات‬

Transformed
resources
•Materials
•Informatio
n
•Customers
Input Output
resources
Transformation process products and Customers
services

Transforming
resources
•Facilities
•Staff Outputs are products and services that
add value for customers
‫النواتج هي المنتجات والخدمات التي تضيف قيمة للعمالء‬
Slack, Chambers and Johnston, Operations Management, 6th Edition,
1.15
© Nigel Slack, Stuart Chambers, and Robert Johnston 2010
 A typology of operations and processes
1.16

‫تصنيف العمليات والعمليات‬

The 4 Vs

Low Volume High

High

High Variety Low

High Variation in demand Low

High Visibility Low

Slack, Chambers and Johnston, Operations Management, 6th Edition,

1.16
© Nigel Slack, Stuart Chambers, and Robert Johnston 2010
 1.17
A typology of operations and processes (Continued)
)‫تصنيف العمليات والعمليات (تتمة‬
The implications of high and low Volume in operations and
processes ‫ا آلثار ا لمترتبة علىارتفاع وانخفاضحجم ف يا لعملياتوا لعمليات‬

Low Volume High

Implications Implications

•Low repetition •High repeatability

‫•تكرار منخفض‬ ‫التكرار عالية‬
•Each staff member •Specialization
performs more of each ‫تخصص‬
task •Capital intensive
‫•كل موظف يؤدي أكثر من كل‬
‫مهمة‬ ‫تتطلب رؤوس أموال ضخمة‬
•Less systemization •Low unit costs
‫•أقل النظام‬ ‫تكاليف وحدة منخفضة‬
•High unit costs Slack, Chambers and Johnston, Operations Management, 6 Edition,
th

1.17
‫ © •تكاليف وحدة عالية‬Nigel Slack, Stuart Chambers, and Robert Johnston 2010
 1.18
A typology of operations and processes (Continued)
The implications of high and low Variety in operations and
processes‫ا آلثار ا لمترتبة علىا لتنوع ا لع ا ليوا لمنخفضف يا لعملياتوا لعمليات‬

High Variety Low Implications

Implications

•Flexible‫مرن‬ •Well defined

•Complex ‫محددة جيدا‬
‫معقد‬-‫•مركب‬ •Routine
•Match customer ‫نمط‬
needs •Standardized
‫•تطابق احتياجات‬ ‫موحدة‬
‫العمالء‬ •Regular
•High unit costs ‫منتظم‬
‫•تكاليف وحدة عالية‬ •Low unit costs
‫منخفضة‬
Slack, Chambers and Johnston, Operations ‫تكاليف وحدة‬
Management, 6 Edition,
th

1.18
© Nigel Slack, Stuart Chambers, and Robert Johnston 2010
 A typology of operations and processes (Continued)
1.19

The implications of high and low Variation in operations and

processes‫ا آلثار ا لمترتبة علىا لتباينا لع ا ليوا لمنخفضف يا لعملياتوا لعمليات‬
Variation in Implications
Implications High Low
demand

•Changing capacity •Stable

‫القدرة المتغيرة‬ ‫مستقر‬
•Anticipation •Routine
‫توقع‬ ‫نمط‬
•Flexibility •Predictable
‫المرونة‬ ‫قابل للتنبؤ‬
•In touch with demand •High utilization
‫على اتصال مع الطلب‬ ‫استخدام عالية‬
•High unit costs •Low unit costs
‫تكاليف وحدة عالية‬ ‫تكاليف وحدة منخفضة‬
Slack, Chambers and Johnston, Operations Management, 6th Edition,
1.19
© Nigel Slack, Stuart Chambers, and Robert Johnston 2010
 A typology of operations and processes (Continued)
1.20

The implications of high and low Visibility in operations and

processes‫ا آلثار ا لمترتبة علىارتفاع وانخفاضمستوىا لرؤية ف يا لعملياتوا لعمليات‬
High Visibility Low
Implications Implications
•Short waiting tolerance •Time lag between
‫فترة انتظار قصيرة‬ production and
•Satisfaction governed consumption
by customer perception ‫الفارق الزمني بين اإلنتاج واالستهالك‬
‫الرضا يحكمها تصور العمالء‬ •Standardization
•Customer contact skills ‫التوحيد القياسي‬
needed •Low contact skills
‫مهارات االتصال بالعمالء المطلوبة‬ ‫مهارات االتصال منخفضة‬
•Received variety is •High staff utilization
high ‫ارتفاع استخدام الموظفين‬
‫الصنف المتلقى مرتفع‬ •Centralization ‫مركزية‬
•High unit costs •Low unit costs
Slack, Chambers and Johnston, Operations Management, 6 Edition,
th

1.20
© Nigel Slack, Stuart Chambers, and Robert Johnston 2010
 A 4 Vs profile of two operations
1.21

Low Volume High

High Variety Low

High Variation Low

High Visibility Low

Mwagusi Formule 1
Safari Lodge Hotel
• Important to understand how different operations are
positioned on the 4 Vs.
.‫ مقابل‬4 ‫المهم أن نفهم كيف يتم وضع العمليات المختلفة على‬
• Is their position where they want to be?
‫هو موقفهم حيث يريدون أن يكونوا؟‬
• Do they understand the strategic implications?
Slack, Chambers and Johnston, Operations Management, 6 Edition,
th

1.21 ‫االستراتيجية؟‬
© Nigel Slack, Stuart ‫اآلثار‬Johnston
Chambers, and Robert ‫يفهمون‬2010
‫هل‬