Beruflich Dokumente
Kultur Dokumente
Operation
Modul ke:
02
Fakultas
Teknik
Program Studi
Magister
Teknik
Industri
Supplement
14 Maret 2015
A Typology of Operations
Low
Volume
High
High
High
Variety
Low
High
Variation in
demand
Low
High
Visibility
Low
A Typology of Operations
Implications
Low repetition
Each staff member
performs more of job
Less systemization
High unit costs
Implications
Low
Volume
High
High
High repeatability
Specialization
Capital intensive
Low unit costs
A Typology of Operations
Implications
Flexible
Complex
Match customer needs
High unit costs
Implications
High
Variety
Low
Well defined
Routine
Standardized
Regular
Low unit costs
A Typology of Operations
Implications
Changing capacity
Anticipation
Flexibility
In touch with demand
High unit costs
Implications
High
Variation in
demand
Low
Stable
Routine
Predictable
High utilization
Low unit costs
A Typology of Operations
Implications
Implications
High
Visibility
Low
Implications
Low repetition
Each staff member
performs more of job
Less systemization
High unit costs
Flexible
Complex
Match customer needs
High unit costs
Changing capacity
Anticipation
Flexibility
In touch with demand
High unit costs
Short waiting tolerance
Satisfaction governed by
customer perception
Customer contact skills
needed
Received variety is high
High unit costs
A Typology of Operations
Low
High
High
High
Volume
Variety
Variation in
demand
Visibility
Implications
High
High
High repeatability
Specialization
Capital intensive
Low unit costs
Low
Well defined
Routine
Standardized
Regular
Low unit costs
Low
Stable
Routine
Predictable
High utilization
Low unit costs
Low
BespokeTailors
Turns cloth into suits
Low volume of each item
High variety
High customer contact
Process involves skilled staff, basic technology
(Scissors, chalk, tape measure), and simple flow
of materials
Medium volume
Low variety
Very seasonal demand variation
Low/No customer contact
Power Station
Turns coal and gas into
electricity
No variety
High volume
Some variation in
demand
Very capital intensive, specialised technology; few staff,
doing maintenance jobs.
INPUT
Transforming
resources
Business environment
Transformation OUTPUT
Process
Business environment
Goods
and
services
Transformation Characteristics
transformed vs transforming resources
materials, information, customers
physical form, location, possession and
state
product-service continuum
Pure Services
Psychotherapy
Clinic
Management
Consultancy
Computer
Systems Services
Restaurant
Specialist Machine
Tool Maker
Aluminium
Smelting
Crude oil
production
Product-service continuum
Pure Goods
Transformation types
Operation
Car
Manufacturing
Student
counselling
Retail banking
Train journey
Roadside car
recovery (AA)
Transformed
resource
Type of
change
Product
Service
Micro operations
Vital Dimensions of
Operations..
volume
variety
variation
visibility
(a.k.a.customer contact)
Volume
Variety
Variation
Visibility
Making PC
keyboards
Student
counselling
Suburban
rail service
Process Choice
Variety
Professional services
Job
Service shops
Batc
h
Lin
e
Mass services
Continuous
Volume
FRONT OFFICE
High customer contact
Customers
Customers
BACK OFFICE
Low customer contact
Higher volume, lower
variety
SEE - http://www.ft.com/pp/sharedservices
Business environment
The strategy
of the
operation
Transformed
resources
Operations
Strategy
The operations
competitive
role & position
Operations
Management
INPUT
Transforming
resources
DESIGN
IMPROVEMENT
PLANNING
& CONTROL
Business environment
Goods
and
OUTPUT services