Beruflich Dokumente
Kultur Dokumente
Chapter 5
Operations As a Competitive
Weapon
Operations Strategy
Project Management
Process Strategy
Process Analysis
Process Performance and Quality
Constraint Management
Process Layout
Lean Systems
Omego
Omego is the leading provider of complete global
trade management services, processing more than
one million trades per day and servicing 6,000
broker-dealers, custodian banks and investment
managers in more than 40 countries.
Through process analysis, it was able to reduce
the typical trade expense from $10 or $12 down to
between 20 cents and a dollar.
Trade processing time was reduced from 20 hours
down to three hours.
These changes were the result of considerable
customer contact and reflect more automation and
process reengineering.
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Process Analysis
Process analysis is the documentation and
detailed understanding of how work is performed
and how it can be redesigned.
2
Define Scope
1
Identify
Opportunity
3
Document
Process
6
Implement
Changes
4
Evaluate
Performance
5
Redesign
Process
A Systematic Approach
to Process Analysis
Suggestion system: a voluntary system by which
employees submit their ideas on process
improvements.
Design team: A group of knowledgeable, teamoriented individuals who work at one or more steps
in the process, do the process analysis and make
the necessary changes.
Metrics: Performance measures that are
established for a process and the steps within it.
Flowcharts: A diagram that traces the flow of
information, customers, equipment, or materials
through the various steps of a process.
Service Blueprint: A special flowchart of a service process
that shows which steps have high customer contact (line of
visibility).
Service Blueprint
Flowchart of a
Nested Subprocess
Client Agreement & Service Delivery Step
Process Charts
Process chart: An organized way of documenting
the activities performed by a person or group of
people at a work station, with a customer, or on
materials.
Five categories of process charts:
1. Operations that change, create or add something.
2. Transportation (materials handling): Moving something.
3. Inspection: Checking or verifying something.
4. Delays: Time spent awaiting further action.
5. Storage: When something is put away until a later time.
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Step
no.
Time
(min)
1
2
3
4
5
0.50
10.0
0.75
3.00
0.75
15
40
40
6
7
8
9
10
1.00
1.00
4.00
5.00
2.00
60
200
11
12
13
14
15
3.00
2.00
3.00
2.00
1.00
4.00
2.00
4.00
1.00
200
60
180
20
16
17
18
19
Distance
Summary
Activity
Operation
Transport
Inspect
Delay
Store
Number
of steps
Time
(min)
Distance
(ft)
5
9
2
3
23
11
8
8
815
Step description
(ft)
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
Check out
Walk to pharmacy
Pick up prescription
Leave the building
Evaluating Performance
Checklist: A form used to record the frequency of
occurrence of certain service or product
characteristics related to performance.
Histogram: A summarization of data measured on a
continuous scale, showing the frequency distribution
of some quality characteristic (the central tendency
and dispersion of the data).
Bar chart: A series of bars representing the
frequency of occurrence of data characteristics
measured on a yes-or-no basis.
Pareto Chart: A bar chart on which factors are
plotted in decreasing order of frequency along the
horizontal axis.
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Bar Chart
Example 5.1
The manager of a neighborhood restaurant is concerned about
rising customer complaints. He would like to present his findings in
a way that his employees will understand.
Pareto Chart
Example 5.1
Equipment
Aircraft late to gate
Other
Mechanical failures
Delayed
flight
departures
Weather
Materials
Procedures
Checklist
Headliner Defects
Defect type
Tally
Total
A. Tears in fabric
////
B. Discolored fabric
///
D. Ragged edges
//// //
7
Total
36
50
Pareto Chart
50
80
30
60
20
40
10
20
Defect type
Cumulative Percentage
Number of Defects
40
100
Cause-and-Effect Diagram
People
Materials
Training
Out of specification
Not available
Absenteeism
Communication
Machine maintenance
Humidity
Schedule changes
Machine speed
Wrong setup
Other
Process
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Broken
fiber
board
Example 5.3
Bar Chart
15
10
5
0
First
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Second
Shift
Third
Process Simulation
Process simulation is the act of reproducing the
behavior of a process using a model that describes
each step.
It shows how a process dynamically changes
over time.
Using SimQuick, the first step is to draw a
flowchart of the process using SimQuicks building
blocks.
Flowchart for one-teller bank
Entrance
Buffer
Work Station
Buffer
Door
Line
Teller
Served Customers
Flowchart
for two-teller bank
Work Station
Teller 1
Entrance
Door
Buffer
Line
Buffer
Served Customers
Work Station
Teller 2
Element
Element
Types
Names
Statistics
Overall
Means
Entrance(s)
Door
Service level
0.90
Buffer(s)
Line
Mean inventory
4.47
11.04
Benchmarking
Benchmarking is a systematic procedure that
measures a firms processes, services, and
products against those of industry leaders.
Benchmarking focuses on setting quantitative goals for
improvement.
Benchmarking Steps
Planning: Identify the process, service or product to
be benchmarked and the firm(s) to be used for
comparison. Determine the performance metrics
and collect the data.
Analysis: Determine the gap between the firms
current performance and that of the benchmark
firm(s).
Integration: Establish goals and obtain the support
of managers who must provide the resources for
accomplishing the goals.
Action: Develop cross-functional teams of those
most affected by the changes, develop action plans,
implement the plans and monitor progress.
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Process
Management Mistakes
1. Not Connecting with Strategic Issues
2. Not Involving the Right People in the Right Way
3. Not Giving the Design Teams and Process Analysts
a Clear Charter and Then Holding Them
Accountable
4. Not Being Satisfied Unless Fundamental
Reengineering Changes Are Made
5. Not Considering the Impact on People
6. Not Giving Attention to Implementation
7. Not Creating an Infrastructure for Continuous
Process Improvement.
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Automobile Service
Solved Problem 2
An automobile service is having difficulty providing
oil changes in the 29 minutes or less mentioned in
its advertising.
You are to analyze the process of changing
automobile engine oil.
The subject of the study is the service mechanic.
The process begins when the mechanic directs the
customers arrival and ends when the customer
pays for the services.
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Process
Chart
for
Changing
Engine
Oil
Vanishing Cream
Analysis
Solution:
Defective labels account for 48.33 percent of the total number of defects:
29
60
100% = 48.33%
Improperly filled jars account for 30 percent of the total number of defects:
18
60
100% = 30.00%
36
78%
32
Frequency of Defects
100%
90
80
28
70
24
60
20
48%
50
16
40
12
30
20
10
Label
Fill
Mix
Seal
100