Production and Operations Management For Undergraduate

Production and Operations Management
for undergraduate
( 本课程为中山大学精品课程与立体化教学改革课程 )
SCHOOL of BUSINESS, SUN YAT-SEN UNIVERSITY

Lecturer: Chen Zhixiang Ph.D.
2010-03--01
Content outline and class scheduling
Class Content description Teaching method
1 Course introduction Lecture , video watch
2 Process analysis and job design Lecture, video
3 Project process Lecture, video
4 Quality management(1) Lecture, video
5 Quality management (2) Lecture, video
6 Capacity planning Lecture ,video
7 Waiting line Lecture, video,
8 facility layout and location Lecture , video
9 Factory visiting
10 inventory(1) Lecture, video, presentation
11 Inventory(2) Lecture, video

12 aggregate plan and scheduling (1) Lecture, presentation
13 Aggregate plan and scheduling (2) Lecture, presentation
14 Resource plan(1) Lecture, presentation
15 Resource plan (2) Lecture, presentation
16 Lean production) Lecture, video, presentation
17 Course review
Class review
Before we continue to study next
lesson, let’s review last week’s knowledge:
• 1. what is capacity utilization?
• 2. what is bottleneck?
• 3. economics of scale?
• 4. capacity requirement plan?
Lesson Seven : Waiting Lines
1. Waiting line in our life

2. Waiting line arrangement
3. Waiting line models
4. Factors Affecting Customer
Satisfaction with Waiting
5. How to offer fast service
Waiting Lines
 Often called queuing theory
 Waiting lines are common situations
 Useful in both
manufacturing
and service
areas
Common Queuing Situations
Situation Arrivals in Queue Service Process
Supermarket Grocery shoppers Checkout clerks at cash register
Highway toll booth Automobiles Collection of tolls at booth
Doctor’s office Patients Treatment by doctors and nurses
Computer system Programs to be run Computer processes jobs
Telephone company Callers Switching equipment to forward
calls
Bank Customer Transactions handled by teller
Machine maintenance Broken machines Repair people fix machines
Harbor Ships and barges Dock workers load and unload
Table D.1
Waiting Line Arrangements
Population of Arrivals Queue Service Exit the system
dirty cars from the (waiting line) facility
general
population …
Dave’s
Car Wash
Enter Exit
Arrivals to the system In the system Exit the system
Arrival Characteristics Waiting Line Service Characteristics

 Size of the population Characteristics  Service design
 Behavior of arrivals  Limited vs.  Statistical distribution
 Statistical distribution unlimited of service
of arrivals  Queue discipline
Figure D.1
Waiting
Service facilities
Line
Arrangements
(a) Single line
Figure C.2
Waiting
Service facilities
Line
Arrangements
(a) Single line
Service facilities
Figure C.2 (b) Multiple lines

Service Facility Arrangements
Service
facility
(a) Single channel, single phase

Figure C.3
Service Service
facility 1 facility 2
(b) Single channel, multiple phase

Figure C.3
Service
facility 1
Service
facility 2
(c) Multiple channel, single phase

Figure C.3
Service Service
Service Service
(d) Multiple channel, multiple phase

Figure C.3
Service Service
Service Service
Routing for : 1–2–4
Routing for : 2–4–3
Routing for : 3–2–1–4
(e) Mixed
Figure C.3
Operating Characteristics
 Line Length
 Number of
Customers in System
 Waiting Time in Line
 Total Time in System
 Service Facility Utilization
Waiting Line Models
---Single-Channel, Single-Phase System

 = Average utilization of the system =

n = Probability that n customers are in the system = (1 – )n

L = Average number of customers in the service system =
–
Lq = Average number of customers in the waiting line = L
1
W = Average time spent in the system, including service =
–
Wq = Average waiting time in line = W

Waiting Line Models
Single-Channel, Single-Phase System
Arrival rate = 30/hour Service rate = 35/hour
 30
Utilization =  = = = 0.857, or 85.7%
 35
30
Average number in system = L = = 6 customers
35 – 30
Average number in line = Lq = 0.857(6) = 5.14 customers
1
Average time in system = W = = 0.20 hour, or 12 minutes
35 – 30
Average time in line = Wq = 0.857(0.20)

Example C.3
Waiting Line Models
Single-Channel, Single-Phase System
Arrival rate = 30/hour Service rate = 35/hour
 30
Utilization =  = = = 0.857, or 85.7%
 35
30
Average number in system = L = = 6 customers
35 – 30
Average number in line = Lq = 0.857(6) = 5.14 customers
1
Average time in system = W = = 0.20 hour, or 12 minutes
35 – 30
Average time in line = Wq = 0.857(0.20) = 0.17 hour, or 10.28 minutes

Example C.3
Waiting Line Models
Single-Server Model
Waiting Line Models
Single-Server Model
Arrival rate = = 30/hour
Average time in system = 8 minutes
Example C.4
Waiting Line Models
Single-Server Model
1
Average time in system = 8 minutes = W =
–
Example C.4
Waiting Line Models
Single-Server Model
1
–30
Example C.4
Waiting Line Models
Single-Server Model
Arrival rate = = 30/hour Service rate = = 37.52/hour
1
–30
Example C.4
Waiting Line Models
Single-Server Model
1
–30
Example C.4
Waiting Line Models
Single-Server Model
1
–30
4
Probability of more than 4 customers =  = 1 – ∑ n
n=0
Example C.4
Waiting Line Models
Single-Server Model
1
–30
4
Probability of more than 4 customers =  = 1 – ∑ (1 – )n
n=0
Example C.4
Waiting Line Models
Single-Server Model
1
–30
4
Probability of more than 4 customers =  = 1 – ∑ (1 – )n
n=0
30
= = 0.80
37.52
Example C.4
Waiting Line Models
Single-Server Model
1
–30
Probability of more than 4 customers =  = 1 – 0.2(1 + 0.8 + 0.82
+ 0.83 + 0.84)
30
= = 0.80
37.52
Example C.4
Waiting Line Models
Single-Server Model
1
–30
Probability of more than 4 customers =  = 0.328
Example C.4
Waiting Line Models
Single-Server Model
1
–30
Service rate for

a 10% chance
of exceeding 4 = 1 – (1 – )(1234)
customers in
the system
Example C.4
Waiting Line Models
Single-Server Model
1
 – 30
Service rate for

a 10% chance
of exceeding 4 = 1 – 1 – – 2 – 3 – 4 + + 2 + 3 + 4 + 
customers in
the system
Example C.4
Waiting Line Models
Single-Server Model
1
–30
Service rate for

a 10% chance
of exceeding 4 =  or  =  1/5
customers in
the system
Example C.4
Waiting Line Models
Single-Server Model
1
–30
Service rate for

a 10% chance
of exceeding 4 =  or  =  1/5 If  = 0.10
customers in
the system
Example C.4
Waiting Line Models
Single-Server Model
1
–30
Service rate for

a 10% chance
of exceeding 4 =  or  = (0.10)1/5 If  = 0.10
customers in
the system
Example C.4
Waiting Line Models
Single-Server Model
1
–30
Service rate for

a 10% chance
of exceeding 4 =  or  = 0.63 If  = 0.10
customers in
the system
Example C.4
Waiting Line Models
Single-Server Model
1
–30
Service rate for

a 10% chance 30
of exceeding 4 =  or  = 0.63 = 

customers in
the system
Example C.4
Waiting Line Models
Single-Server Model
1
–30
Service rate for

a 10% chance 30
of exceeding 4 =  or  = 0.63 = 

customers in
the system
Example C.4
Waiting Line Models
Single-Server Model
1
–30
Service rate for

a 10% chance 30
of exceeding 4 =  or  = 0.63 = 

customers in
the system
Example C.4
Factors
Factors Affecting
Affecting Customer
Customer
Satisfaction
Satisfaction with
with Waiting
Waiting
• Firm-Related Factors • Customer-Related
– Unfair versus fair Factors
waits – Solo versus group
– Uncomfortable waits
versus comfortable – Waits for more
waits valuable versus less
– Unexplained versus valuable services
explained waits – Customer value
– Initial versus systems
subsequent waits – Customer’s current
attitude
Factors
Factors Affecting
Affecting Customer
Customer
Satisfaction
Satisfaction with
with Waiting
Waiting
• Both Firm and Customer-Related
Factors
– Unoccupied versus occupied waits
– Anxious versus calm waits
AA Focus
Focus on
on Providing
Providing Fast
Fast Service
Service
• Service System Design Concepts
– Front-of-the-house
• Portion of the service operation that is in full
sight of the customer.
– Back-of-the-house
• Behind-the-scenes portion of the service
operation with which the customer does not
come in contact and can be performed without
the presence of the customer.
AA Focus
Focus on
on Providing
Providing Fast
Fast Service
Service
• Service System Design Concepts
(cont’d)
– Reduced setup times
• Reducing the time lost when a worker has to
switch from one job function to another.
– Cross-training of employees
• Training employees to perform a variety of
tasks (inventorying skills) increases their
flexibility in providing a fast and efficient service
operation.

Production and Operations Management For Undergraduate

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Production and Operations Management

SCHOOL of BUSINESS, SUN YAT-SEN UNIVERSITY

11 Inventory(2) Lecture, video

1. Waiting line in our life

Arrivals to the system In the system Exit the system

Arrival Characteristics Waiting Line Service Characteristics

Figure C.2 (b) Multiple lines

(a) Single channel, single phase

(b) Single channel, multiple phase

(c) Multiple channel, single phase

(d) Multiple channel, multiple phase

n = Probability that n customers are in the system = (1 – )n

Lq = Average number of customers in the waiting line = L

Wq = Average waiting time in line = W

Average number in line = Lq = 0.857(6) = 5.14 customers

Average time in line = Wq = 0.857(0.20)

Average number in line = Lq = 0.857(6) = 5.14 customers

Average time in line = Wq = 0.857(0.20) = 0.17 hour, or 10.28 minutes

Average time in system = 8 minutes

Service rate for

Service rate for

Service rate for

Service rate for

Service rate for

Service rate for

Service rate for

Service rate for

Service rate for

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