Beruflich Dokumente
Kultur Dokumente
OPERATIONS MANAGEMENT
CHAPTER 1
©2013 OM4 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, 1
or posted to a publicly accessible website, in whole or in part.
CHAPTER 1 GOODS, SERVICES, AND OPERATIONS MANAGEMENT
©2013 OM4 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, 2
or posted to a publicly accessible website, in whole or in part.
CHAPTER 1 GOODS, SERVICES, AND OPERATIONS MANAGEMENT
©2013 OM4 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, 3
or posted to a publicly accessible website, in whole or in part.
CHAPTER 1 GOODS, SERVICES, AND OPERATIONS MANAGEMENT
©2013 OM4 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, 4
or posted to a publicly accessible website, in whole or in part.
CHAPTER 1 GOODS, SERVICES, AND OPERATIONS MANAGEMENT
OM in the Workplace
Operations Managers have such titles as:
• Chief Operating Officer
• Hotel or Restaurant Manager
• Vice President of Manufacturing
• Customer Service Manager
• Plant Manager
• Field Services Manager
• Supply Chain Manager
©2013 OM4 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, 6
or posted to a publicly accessible website, in whole or in part.
CHAPTER 1 GOODS, SERVICES, AND OPERATIONS MANAGEMENT
OM in the Workplace
Shelly Decker, an accounting and information
systems major in college, and her sister created
an entrepreneurial venture to manufacture and
sell natural soaps and body products.
©2013 OM4 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, 7
or posted to a publicly accessible website, in whole or in part.
CHAPTER 1 GOODS, SERVICES, AND OPERATIONS MANAGEMENT
OM in the Workplace
Shelly uses OM skills every day:
• Process design – When a new product is to be
introduced, the best way to produce it must be
determined. This involves charting the detailed
steps needed to make the product.
• Inventory management – Inventory is tightly
controlled to keep cost down and to avoid
production that isn't needed. Inventory is taken
every four weeks and adjusted in the inventory
management system accordingly.
©2013 OM4 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, 8
or posted to a publicly accessible website, in whole or in part.
CHAPTER 1 GOODS, SERVICES, AND OPERATIONS MANAGEMENT
OM in the Workplace
• Scheduling – Production schedules
are created to ensure that enough product is available
for both retail and wholesale customers, taking into
account such factors as current inventory and soap
production capacity.
• Quality management – Each product is inspected and
must conform to the highest quality standards. If a
product does not conform to standard (for example,
wrong color, improper packaging, improper labeling,
improper weight, size, or shape), then it is removed from
inventory to determine where the process broke down
and to initiate corrective action.
©2013 OM4 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, 9
or posted to a publicly accessible website, in whole or in part.
CHAPTER 1 GOODS, SERVICES, AND OPERATIONS MANAGEMENT
OM in the Workplace
Brooke Wilson is a Process Manager for J.P. Morgan Chase in
the Credit Card Division. He was an accounting major in
college. Among his OM-related activities are:
©2013 OM4 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, 10
or posted to a publicly accessible website, in whole or in part.
CHAPTER 1 GOODS, SERVICES, AND OPERATIONS MANAGEMENT
OM in the Workplace
• Scheduling and capacity: Daily to annual scheduling of
all resources (equipment, people, inventory) necessary to
issue new credit cards and reissue cards that are up for
renewal, replace old or damaged cards, and one's that are
stolen.
©2013 OM4 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, 11
or posted to a publicly accessible website, in whole or in part.
CHAPTER 1 GOODS, SERVICES, AND OPERATIONS MANAGEMENT
©2013 OM4 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, 12
or posted to a publicly accessible website, in whole or in part.
CHAPTER 1 GOODS, SERVICES, AND OPERATIONS MANAGEMENT
©2013 OM4 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, 13
or posted to a publicly accessible website, in whole or in part.
CHAPTER 1 GOODS, SERVICES, AND OPERATIONS MANAGEMENT
©2013 OM4 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, 14
or posted to a publicly accessible website, in whole or in part.
CHAPTER 1 GOODS, SERVICES, AND OPERATIONS MANAGEMENT
©2013 OM4 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, 15
or posted to a publicly accessible website, in whole or in part.
CHAPTER 1 GOODS, SERVICES, AND OPERATIONS MANAGEMENT
©2013 OM4 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, 16
or posted to a publicly accessible website, in whole or in part.
CHAPTER 1 GOODS, SERVICES, AND OPERATIONS MANAGEMENT
Exhibit 1.1
How Goods
and Services
Affect
Operations
Management
Activities
©2013 OM4 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, 18
or posted to a publicly accessible website, in whole or in part.
CHAPTER 1 GOODS, SERVICES, AND OPERATIONS MANAGEMENT
©2013 OM4 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, 19
or posted to a publicly accessible website, in whole or in part.
CHAPTER 1 GOODS, SERVICES, AND OPERATIONS MANAGEMENT
©2013 OM4 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, 21
or posted to a publicly accessible website, in whole or in part.
CHAPTER 1 GOODS, SERVICES, AND OPERATIONS MANAGEMENT
©2013 OM4 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, 22
or posted to a publicly accessible website, in whole or in part.
CHAPTER 1 GOODS, SERVICES, AND OPERATIONS MANAGEMENT
©2013 OM4 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, 23
or posted to a publicly accessible website, in whole or in part.
CHAPTER 1 GOODS, SERVICES, AND OPERATIONS MANAGEMENT
©2013 OM4 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, 24
or posted to a publicly accessible website, in whole or in part.
CHAPTER 1 GOODS, SERVICES, AND OPERATIONS MANAGEMENT
Exhibit 1.3
Examples of
Goods and
Service
Content
©2013 OM4 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, 25
or posted to a publicly accessible website, in whole or in part.
CHAPTER 1 GOODS, SERVICES, AND OPERATIONS MANAGEMENT
Processes
• A process is a sequence of activities that is
intended to create a certain result.
©2013 OM4 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, 26
or posted to a publicly accessible website, in whole or in part.
CHAPTER 1 GOODS, SERVICES, AND OPERATIONS MANAGEMENT
Processes
Key business processes:
• Value creation processes, focused on producing or
delivering an organization’s primary goods or services,
such as filling and shipping a customer’s order, assembling
a dishwasher, or providing a home mortgage.
• Support processes, such as purchasing materials and
supplies used in manufacturing, managing inventory,
installation, health benefits, technology acquisition, day
care on-site services, and research and development.
• General management processes, including accounting
and information systems, human resource management,
and marketing.
©2013 OM4 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, 27
or posted to a publicly accessible website, in whole or in part.
CHAPTER 1 GOODS, SERVICES, AND OPERATIONS MANAGEMENT
Processes
• Nearly every major activity within an
organization involves a process that crosses
traditional organizational boundaries.
©2013 OM4 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, 28
or posted to a publicly accessible website, in whole or in part.
CHAPTER 1 GOODS, SERVICES, AND OPERATIONS MANAGEMENT
©2013 OM4 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, 29
or posted to a publicly accessible website, in whole or in part.
CHAPTER 1 GOODS, SERVICES, AND OPERATIONS MANAGEMENT
©2013 OM4 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, 30
or posted to a publicly accessible website, in whole or in part.
CHAPTER 1 GOODS, SERVICES, AND OPERATIONS MANAGEMENT
©2013 OM4 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, 31
or posted to a publicly accessible website, in whole or in part.
CHAPTER 1 GOODS, SERVICES, AND OPERATIONS MANAGEMENT
©2013 OM4 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, 33
or posted to a publicly accessible website, in whole or in part.
CHAPTER 1 GOODS, SERVICES, AND OPERATIONS MANAGEMENT
©2013 OM4 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, 34
or posted to a publicly accessible website, in whole or in part.
CHAPTER 1 GOODS, SERVICES, AND OPERATIONS MANAGEMENT
Sustainability
Sustainability refers to an organization’s ability
to strategically address current business needs
and successfully develop a long-term strategy that
embraces opportunities and manages risk for all
products, systems, supply chains, and processes
to preserve resources for future generations.
©2013 OM4 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, 35
or posted to a publicly accessible website, in whole or in part.
CHAPTER 1 GOODS, SERVICES, AND OPERATIONS MANAGEMENT
Sustainability
• Environmental sustainability is an organization’s
commitment to the long-term quality of our
environment.
• Social sustainability is an organization’s commitment
to maintain healthy communities and society that
improve the quality of life.
• Economic sustainability is an organization’s
commitment to address current business needs and
economic vitality, and to have the agility and strategic
management to prepare successfully for future
business, markets, and operating environments.
©2013 OM4 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, 36
or posted to a publicly accessible website, in whole or in part.
CHAPTER 1 GOODS, SERVICES, AND OPERATIONS MANAGEMENT
Current Challenges in OM
• Technology
• Globalization
• Changing customer expectations
• Changing job designs
• Quality
• Global manufacturing
©2013 OM4 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, 37
or posted to a publicly accessible website, in whole or in part.