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If there’s a downside to selling a product users can’t live without, it’s that customers tend to be unforgiving when something goes wrong. That’s a lesson BlackBerry maker Research In Motion (RIM) Ltd., based in Waterloo, Ontario, learned in 2008 after the company’s popular wireless email service failed for about three hours – the second large-scale service disruption in less than a year – leaving so-called “Crackberry addict”" running for their desktop computers to read messages. Reports suggested the outage was related to RIM’s efforts to expand capacity at its central operating center as its subscriber base increased at the rate of one million new users every three months.(continued)
What do you think? Have you ever experienced problems with a service because of inadequate labor or equipment capacity?
Critics argue that RIM is more susceptible to major service failures because of its centralized network architecture. RIM designs servers that relay email from a company’s own server to a network operating center, where it is then handed off to a wireless carrier and beamed to a subscriber’s device. The advantage of such a centralized setup is that it gives RIM more control over the system and its security, even during an interruption. The downside, however, is that a major problem at the operating center such as inadequate server and backup capacity threatens to cascade throughout the entire system, turning a localized issue into a continent-wide mess.
Capacity is the capability of a manufacturing or service resource such as a facility, process, workstation, or piece of equipment to accomplish its purpose over a specified time period.
The resources available to the organization—facilities, equipment, and labor—how they are organized, and their efficiency as determined by specific work methods and procedures determine capacity.
Capacity can be viewed in one of two ways:
1. As the maximum rate of output per unit of time, or
An automobile transmission-assembly factory normally operates two shifts per day, five days per week. During each shift, 400 transmissions can be completed under ideal conditions. What is the capacity of this factory?
Economies of scale are achieved when the average unit cost of a good or service decreases as the capacity and/or volume of throughput increases.
Diseconomies of scale occur when the average unit cost of the good or service begins to increase as the capacity and/or volume of throughput increases.
A focused factory is a way to achieve economies of scale without extensive investments in facilities and capacity by focusing on a narrow range of goods or services, target market segments, and/or dedicated processes to maximize efficiency and effectiveness.
Safety capacity (often called the capacity cushion) is an amount of capacity reserved for unanticipated events, such as demand surges, materials shortages, and equipment breakdowns.
• Ham’s Dental Office (Exhibits 10.3 and 10.4) illustrates these calculations using a dental procedure mix.
• Setup times normally represent a substantial percentage of the total capacity of most job shops. Every effort must be made to reduce setup time to the lowest possible amount so as to “free up capacity” for creating output.
• In developing a long-range capacity plan, a firm must make the basic economic trade-off between the cost of capacity and the opportunity cost of not having adequate capacity.
• Long-term capacity planning must be closely tied to the strategic direction of the organization—what products and services it offers.
• Complementary goods and services can be produced or delivered using the same resources available to the firm, but whose seasonal demand patterns are out of phase with each other.
• Complementary goods or services balance seasonal demand cycles and therefore use the excess capacity available, as illustrated in Exhibit 10.5.
Briggs and Stratton Briggs & Stratton is the world’s largest producer of air-cooled gasoline engines for outdoor power equipment. The company designs, manufacturers, markets, and services these products for original equipment manufacturers worldwide. These engines are primarily aluminum alloy gasoline engines ranging from 3 through 25 horsepower. Briggs & Stratton is a leading designer, manufacturer, and marketer of portable generators, lawn mowers, snow throwers, pressure washers, and related accessories. It also provides engines for manufacturers of other small engine-driven equipment such as snowmobiles, go-karting, and jet skis.
Briggs and Stratton The complementary and diverse original equipment markets for Briggs & Stratton engines allows factory managers to plan equipment and labor capacities and schedules in a much more stable operating environment. This helps minimize manufacturing costs, stabilize workforce levels, and even out volumes so that assembly lines can be used in a more efficient fashion
If You Make a Reservation, Be Sure to Show Up!The following sign was seen on a doctor’s
reception desk: NO-SHOW POLICY Beginning August 15, 2008 we will be charging a $30 fee to patients who fail to keep their scheduled appointments. To avoid this fee, patients need to cancel their appointment 24 hours ahead. This fee is not covered by insurance and will be the patient’s responsibility. What does this statement demonstrate about the nature of service demand and capacity?
A revenue management system (RMS) - often called yield management - consists of dynamic methods to forecast demand, allocate perishable assets across market segments, decide when to overbook and by how much, and determine what price to charge different customer (price) classes.
Revenue management systems consist of forecasting, allocation, overbooking, and pricing.
Theory of ConstraintsThe Theory of Constraints (TOC) is a set of principles that focuses on increasing total process throughput by maximizing the utilization of all bottleneck work activities and workstations.
• Throughput: amount of money generated per time period through actual sales.
• Constraint: anything that limits an organization from moving toward or achieving its goal.