2008 Prentice Hall, Inc. 1 – 1 Operations Management Chapter 1 – Chapter 1 – Operations and Operations and Productivity Productivity PowerPoint presentation to accompany PowerPoint presentation to accompany Heizer/Render Heizer/Render Principles of Operations Management, 7e Principles of Operations Management, 7e Operations Management, 9e Operations Management, 9e Some additions and deletions have been made by Ömer Yağız to this slide set. (Revised February 2012)
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Operations ManagementOperations ManagementChapter 1 – Chapter 1 – Operations and Operations and ProductivityProductivity
PowerPoint presentation to accompany PowerPoint presentation to accompany Heizer/Render Heizer/Render Principles of Operations Management, 7ePrinciples of Operations Management, 7eOperations Management, 9e Operations Management, 9e Some additions and deletions have been made by Ömer Yağız to this slide set. (Revised February 2012)
Some real life scenarios Some real life scenarios which I used in the past to which I used in the past to highlight the importance of highlight the importance of
Operations ManagementOperations Management• fortunately, some of these scenarios are no fortunately, some of these scenarios are no
more validmore valid
• many improvements have been realized both many improvements have been realized both in the public and private sectorin the public and private sector
• improvement, or improvement, or continuous improvement, to , to be exact, is the right approach to increasing be exact, is the right approach to increasing quality, efficiency, productivity, and quality, efficiency, productivity, and profitability. profitability.
SSome Real Life Scenarios in ome Real Life Scenarios in OMOM
Many of us have witnessed the agony and the suffering (and even deaths) that many senior citizens have had to endure in order to collect their retirement or pension pay from the various commercial banks. This was an episode that repeated every month or every three months, especially in large urban centers. The government organizations and the banks involved in this service process unfortunately did nothing for a long time to improve the situation and increase the quality of this rather routine service (now the situation is a little better)
SOME REAL-LIFE SCENARIOS IN SOME REAL-LIFE SCENARIOS IN OMOM
You mail a letter by Express Post (APS) to an address in İstanbul. The recipient gets it after 3 days; whereas a package sent to İstanbul via Yurtiçi Kargo (or any of the others) is in the hands of the addressee in 6 hours. Plus, order tracking on Google Earth! QUALITY OF SERVICE?
You buy a shirt from an expensive store and pay lots of money; the buttons come off after the shirt is worn three times. The manufacturer has to really make a special(!) effort to achieve this terrible quality.
SSome Real Life Scenarios in ome Real Life Scenarios in OMOM
A real episode at EsenboğaA real episode at Esenboğaon Feb. 6, 2012 on Feb. 6, 2012
This serious situation had a very This serious situation had a very happy ending for the passengers happy ending for the passengers and service personnel. HOW?and service personnel. HOW?
• full and timely information given to full and timely information given to passengers face-to-face and via electronic passengers face-to-face and via electronic boards boards
• effective and timely catering service to effective and timely catering service to passengers at the gatespassengers at the gates
• very courteous, understanding and helpful very courteous, understanding and helpful attitude by the ground service personnel attitude by the ground service personnel towards the passengerstowards the passengers
• nobody had the courage to complain nobody had the courage to complain and/or say something bad about the and/or say something bad about the situation, including myself..situation, including myself..
Why do some people prefer McDonald’s or similar fast-food restaurants despite the fact that it they are more expensive than comparable food served elsewhere? The same is true for Varan and Ulusoy bus companies..
When you go to some government office (say, the Tax Bureau) you spend so much you feel terribly exhausted after a very routine task. Is the whole process designed to maximize pain to citizens ? Now, things are a bit different; next slide…
SSome Real Life Scenarios in ome Real Life Scenarios in OMOM
Things are better at the Tax BureauThings are better at the Tax Bureau
• attitude change on the part of personnel (civil attitude change on the part of personnel (civil servant concept)servant concept)
• technology in general, IT in particular, makes technology in general, IT in particular, makes the whole process easier, less time-the whole process easier, less time-consuming, more efficient, and less costlyconsuming, more efficient, and less costly
• errors are minimizederrors are minimized
• personnel assist those in need of help for personnel assist those in need of help for filling out forms, etc.filling out forms, etc.
• they even offer you free tea at the Hitit Vergi they even offer you free tea at the Hitit Vergi Dairesi..Dairesi..
SSome Real Life Scenarios in ome Real Life Scenarios in OMOM
• no charge for 2 or less apostilles; 3 or no charge for 2 or less apostilles; 3 or more apostilles charged at the rate of 1.50 more apostilles charged at the rate of 1.50 TL per apostilleTL per apostille
• amazingly clever practice by a public amazingly clever practice by a public organization!! Olamaz, rüya mı bu?organization!! Olamaz, rüya mı bu?
SSome Real Life Scenarios in ome Real Life Scenarios in OMOM
• Exchange--retailing (all kinds of stores, Exchange--retailing (all kinds of stores, offices)offices), banking ??, banking ??
• Storage--warehousing (normal and cold Storage--warehousing (normal and cold storage)storage)
• Physiological--health care (hospitals, clinics)Physiological--health care (hospitals, clinics)
• Informational--telecommunications (schools, Informational--telecommunications (schools, Reuter Services, Internet and Reuter Services, Internet and blogsblogs, news , news media, TV services,media, TV services, METU)METU)
Production/operations – creates Production/operations – creates the productthe product
Finance/accounting – tracks how Finance/accounting – tracks how well the organization is doing, pays well the organization is doing, pays bills, collects the moneybills, collects the money
MarketingSales promotionAdvertisingSalesMarket research
Organizational ChartsOrganizational Charts
OperationsFacilities Construction; maintenance
Production and inventory control Scheduling; materials control
Quality assurance and controlSupply chain managementManufacturing Tooling; fabrication; assembly
Design Product development and design Detailed product specifications
Industrial engineering Efficient use of machines, space, and personnel
Process analysis Development and installation of production tools and equipment
Finance/ accountingDisbursements/ credits Receivables Payables General ledgerFunds Management Money market International exchangeCapital requirements Stock issue Bond issue and recall
OM is one of three major functions OM is one of three major functions (marketing, finance, and operations) (marketing, finance, and operations) of any organizationof any organization
We want (We want (and needand need) to know how ) to know how goods and services are producedgoods and services are produced
We want to understand what We want to understand what operations managers dooperations managers do
OM is such a costly part of an OM is such a costly part of an organizationorganization
Ten Critical DecisionsTen Critical DecisionsTen Decision AreasTen Decision Areas Chapter(s)Chapter(s)
Design of goods and servicesDesign of goods and services 55 Managing qualityManaging quality 6, Supplement 66, Supplement 6 Process and capacity Process and capacity 7, Supplement 77, Supplement 7
design design Location strategyLocation strategy 88 Layout strategyLayout strategy 99 Human resources and Human resources and 10, Supplement 1010, Supplement 10
Supply chain managementSupply chain management Should we make or buy this component?Should we make or buy this component?
Who are our suppliers and who can Who are our suppliers and who can integrate into our e-commerce program?integrate into our e-commerce program?
Inventory, material requirements Inventory, material requirements planning, and JITplanning, and JIT How much inventory of each item should How much inventory of each item should
we have?we have?
When do we re-order?When do we re-order?Table 1.2 (cont.)Table 1.2 (cont.)
In 1798, received government In 1798, received government contract to make 10,000 musketscontract to make 10,000 muskets
Showed that machine tools could Showed that machine tools could make standardized parts to exact make standardized parts to exact specificationsspecificationsMusketMusket (tüfek) (tüfek) parts could be used in parts could be used in
Known as ‘father of scientific Known as ‘father of scientific management’management’
In 1881, as chief engineer for In 1881, as chief engineer for Midvale Steel, studied how tasks Midvale Steel, studied how tasks were donewere doneBegan first motion and time studiesBegan first motion and time studies
Created efficiency principlesCreated efficiency principles
In 1903, created Ford Motor In 1903, created Ford Motor CompanyCompany
In 1913, first used moving assembly In 1913, first used moving assembly line to make Model Tline to make Model TUnfinished product moved by Unfinished product moved by
conveyor past work stationconveyor past work station
Paid workers very well for 1911 Paid workers very well for 1911 ($5/day!)($5/day!)
Henry FordHenry Ford
“The customer can have any color as long as it is black” H. Ford
What is Industrial What is Industrial Engineering ?Engineering ?
Industrial engineering is concerned with the Industrial engineering is concerned with the design, installation, design, installation, and and improvementimprovement of of integrated systems of people, material, integrated systems of people, material, information, equipment and energy. information, equipment and energy.
It draws upon specializedIt draws upon specialized knowledge and skills knowledge and skills in the mathematical, physical and social in the mathematical, physical and social sciences, together with the principles and sciences, together with the principles and methods of engineering analysis and design to methods of engineering analysis and design to specify, predict and evaluate thespecify, predict and evaluate the results to be results to be obtained from such systems. obtained from such systems.
What is Operations What is Operations Research ?Research ?
OR/MS Professionals aim to provide OR/MS Professionals aim to provide rational bases for decision makingrational bases for decision making by by seeking to understand and structure seeking to understand and structure complex situations and to use this complex situations and to use this understanding to predict system behavior understanding to predict system behavior and improve system performance.and improve system performance.
Much of this work is done using Much of this work is done using analytical analytical and numerical techniquesand numerical techniques to develop and to develop and manipulate manipulate mathematicalmathematical and and computer computer modelsmodels of organizational systems of organizational systems composed of people, machines, and composed of people, machines, and procedures. procedures. ... ...
What is Operations What is Operations Research ?Research ?
OR/MS draws upon ideas from engineering, OR/MS draws upon ideas from engineering, management, mathematics, and psychology management, mathematics, and psychology to contribute to a wide variety of application to contribute to a wide variety of application domains; the field is closely related to domains; the field is closely related to several other fields in the "several other fields in the "decision decision sciencessciences" -- applied mathematics, computer " -- applied mathematics, computer science, economics, and industrial science, economics, and industrial engineering.engineering.
INFORMS Web Site -- INFORMS Web Site -- http://www.informs.org
Speeding up the time it takes to get new products into Speeding up the time it takes to get new products into production. (Concurrent engineering -- eş zamanlı production. (Concurrent engineering -- eş zamanlı mühendislik)mühendislik)
Developing flexible production systems to enable Developing flexible production systems to enable “mass customization” of products and services.“mass customization” of products and services.(kişiye özel seri üretim; kitlesel bireyselleştirme; (kişiye özel seri üretim; kitlesel bireyselleştirme; özelleştirme)özelleştirme)
Managing global production networks.Managing global production networks.
Developing and integrating new production Developing and integrating new production technologies into existing production systemstechnologies into existing production systems
Achieving high quality quickly and keeping it up Achieving high quality quickly and keeping it up in the face of restructuring.in the face of restructuring.
Managing a diverse workforce.Managing a diverse workforce.
Conforming to environmental constraints, ethical Conforming to environmental constraints, ethical standards, and government regulations.standards, and government regulations.
Olive Garden, Hard Rock Cafe, Olive Garden, Hard Rock Cafe, Motel 6, Hilton Hotels, Walt Motel 6, Hilton Hotels, Walt Disney, Paramount PicturesDisney, Paramount Pictures
8.58.5
Public Public AdministrationAdministration
U.S., State of Alabama, Cook U.S., State of Alabama, Cook CountyCounty
Reliable worldwide Reliable worldwide communication and communication and transportation networkstransportation networks
Global focus, Global focus, moving moving production production offshoreoffshore
Batch (large) Batch (large) shipmentsshipments
Short product life cycles Short product life cycles and cost of capital put and cost of capital put pressure on reducing pressure on reducing inventoryinventory
Just-in-time Just-in-time performanceperformance
Low-bid Low-bid purchasingpurchasing
Supply chain competition Supply chain competition requires that suppliers be requires that suppliers be engaged in a focus on the engaged in a focus on the end customerend customer
Shorter life cycles, Shorter life cycles, Internet, rapid international Internet, rapid international communication, computer-communication, computer-aided design, and aided design, and international collaborationinternational collaboration
Affluence and worldwide Affluence and worldwide markets; increasingly markets; increasingly flexible production flexible production processesprocesses
Mass Mass customization customization with added with added emphasis on emphasis on qualityquality
Job Job specializationspecialization
Changing socioculture Changing socioculture milieu; increasingly a milieu; increasingly a knowledge and information knowledge and information societysociety
Empowered Empowered employees, employees, teams, and lean teams, and lean productionproduction
Environmental issues, ISO Environmental issues, ISO 14000, increasing disposal 14000, increasing disposal costscosts
Environmentally Environmentally sensitive sensitive production, green production, green manufacturing, manufacturing, recycled recycled materials, materials, remanufacturingremanufacturing
Ethics not Ethics not at forefrontat forefront
Businesses operate more Businesses operate more openly; public and global openly; public and global review of ethics; opposition review of ethics; opposition to child labor, bribery, to child labor, bribery, pollutionpollution
High ethical High ethical standards and standards and social social responsibility responsibility expectedexpected
Productivity is the ratio of outputs (goods Productivity is the ratio of outputs (goods and services) divided by the inputs and services) divided by the inputs
(resources such as labor and capital)(resources such as labor and capital)
The objective is to improve productivity!The objective is to improve productivity!
Improving Productivity at Improving Productivity at StarbucksStarbucks
A team of 10 analysts A team of 10 analysts continually look for ways continually look for ways to shave time. Some to shave time. Some improvements:improvements:
Stop requiring signatures Stop requiring signatures on credit card purchases on credit card purchases under $25under $25
Saved 8 seconds Saved 8 seconds per transactionper transaction
Change the size of the ice Change the size of the ice scoopscoop
Saved 14 seconds Saved 14 seconds per drinkper drink
New espresso machinesNew espresso machines Saved 12 seconds Saved 12 seconds per shotper shot
Improving Productivity at Improving Productivity at StarbucksStarbucks
A team of 10 analysts A team of 10 analysts continually look for ways continually look for ways to shave time. Some to shave time. Some improvements:improvements:
Stop requiring signatures Stop requiring signatures on credit card purchases on credit card purchases under $25under $25
Saved 8 seconds Saved 8 seconds per transactionper transaction
Change the size of the ice Change the size of the ice scoopscoop
Saved 14 seconds Saved 14 seconds per drinkper drink
New espresso machinesNew espresso machines Saved 12 seconds Saved 12 seconds per shotper shot
Operations improvements have Operations improvements have helped Starbucks increase yearly helped Starbucks increase yearly revenue per outlet by $200,000 to revenue per outlet by $200,000 to $940,000 in six years.$940,000 in six years.
Productivity has improved by 27%, Productivity has improved by 27%, or about 4.5% per year.or about 4.5% per year.
Efficiency vs. effectivenessEfficiency vs. effectiveness
Efficiency – doing a job with a minimum Efficiency – doing a job with a minimum of resources and waste i.e. doing the job of resources and waste i.e. doing the job well.well.Efficiency= actual output/standard output Efficiency= actual output/standard output
(70pcs/hr) / (60 pcs/hr) = 1.17
Effectiveness – achieving your stated Effectiveness – achieving your stated goal or purpose i.e. doing the right job.goal or purpose i.e. doing the right job.
QualityQuality may change while the may change while the quantity of inputs and outputs quantity of inputs and outputs remains constantremains constant
External elementsExternal elements may cause an may cause an increase or decrease in increase or decrease in productivityproductivity(power or gas (power or gas shortages, strikes & lockouts, etc)shortages, strikes & lockouts, etc)
Precise unitsPrecise units of measure may be of measure may be lackinglacking (not all cars may require the (not all cars may require the same inputs– Opel Corsa vs. same inputs– Opel Corsa vs. Porsche)Porsche)
Key Variables for Improved Key Variables for Improved Labor ProductivityLabor Productivity
Basic education appropriate for the Basic education appropriate for the labor forcelabor force
Diet of the labor forceDiet of the labor force
Social overhead that makes labor Social overhead that makes labor availableavailable (transportation, sanitation, (transportation, sanitation, health services, etc.)health services, etc.)
Maintaining and enhancing skills in the Maintaining and enhancing skills in the midst of rapidly changing technology midst of rapidly changing technology and knowledgeand knowledge
About half of the 17-year-olds in the US cannot About half of the 17-year-olds in the US cannot correctly answer questions of this typecorrectly answer questions of this type
Productivity at Taco BellProductivity at Taco Bell
Improvements:Improvements: Revised the menu Revised the menu Designed meals for easy preparationDesigned meals for easy preparation Shifted some preparation to suppliersShifted some preparation to suppliers Efficient layout and automationEfficient layout and automation Training and employee empowermentTraining and employee empowerment
How about DO&CO İkram Hizmetleri A.Ş. (Airline Catering Company)? http://www.doco.com
Productivity at Taco BellProductivity at Taco Bell
Improvements:Improvements: Revised the menu Revised the menu Designed meals for easy preparationDesigned meals for easy preparation Shifted some preparation to suppliersShifted some preparation to suppliers Efficient layout and automationEfficient layout and automation Training and employee empowermentTraining and employee empowerment
Results:
Preparation time of tacos cut to 8 seconds
Management span of control increased from 5 to 30
In-store labor cut by 15 hours/day Stores handle twice the volume with