Manajemen Operasi

Perkuliahan #14
7 Januari 2021
Operations management defined
Operations management is the
activity of managing the
resources which are devoted to
the production and delivery of
products and services.

Manajemen operasi adalah

aktivitas mengelola sumber daya
yang dikhususkan untuk produksi
dan pengiriman produk dan
layanan.
 OPERATIONS MANAGEMENT

Definisi Operasi:
• Bagian dari organisasi bisnis yang bertanggung jawab untuk
memproduksi barang atau jasa

Manajemen operasi:
• Desain, operasi, dan peningkatan sistem atau proses yang
menciptakan barang dan / atau menyediakan layanan
MANAJEMEN OPERASI BERKAITAN DENGAN BAGAIMANA PERUSAHAAN
MENDELIVER OFFERING SAMPAI KEPADA CUSTOMER
Back office operation Kitchen unit
in a bank manufacturing
operation

They are
all
Retail operation
operations
Take-out / restaurant
operation
 Creating Customer Value

apa yang diserahkan

atau dikorbankan
untuk mendapatkan
layanan

Customer Percieved Value (CPV) : penilaian keseluruhan konsumen atas kegunaan suatu produk berdasarkan
persepsi tentang apa yang diterima dan apa yang diberikan.

Persepsi konsumen sebelum pembelian (ekspektasi), evaluasi selama transaksi (ekspektasi vs. diterima), dan
penilaian pasca pembelian (setelah penggunaan) à (ekspektasi vs. diterima).

Slack, Chambers and Johnston, Operations Management 5th Edition © Nigel Slack, Stuart Chambers, and Robert Johnston 2007
 Operations management at IKEA
Design a store layout
which gives smooth Ensure that the jobs of
Design elegant and effective flow
products which can be all staff encourage
flat-packed efficiently their contribution to
business success

Site stores of an Continually examine

appropriate size in and improve
the most effective operations practice
locations

Maintain cleanliness Monitor and enhance

and safety of storage quality of service to
area customers
Arrange for fast
replenishment of
products

Slack, Chambers and Johnston, Operations Management 5th Edition © Nigel Slack, Stuart Chambers, and Robert Johnston 2007
 SUPPLY & DEMAND
Operations &
Sales & Marketing
Supply Chains

Supply
> Demand
Wasteful
Costly

Opportunity Loss
Supply
< Demand Customer
Dissatisfaction

Supply
= Demand Ideal
 THE OPERATIONS FUNCTION

ü Operations as a transformation process

ü Operations as a basic function (fungsi dasar dari bisnis)

ü Operations as the technical core
 THE TRANSFORMATION PROCESS
Value-Added (Nilai Tambah)

Inputs Transformation/ Outputs

•Land Conversion •Goods Quality
•Materials •Services Standard
•Labor Process
Customer
•Management
Satisfaction
•Capital
•Information

Feedback

Feedback Feedback
Control

Feedback = measurements taken at various points in the transformation process

Control = The comparison of feedback against previously established standards to determine if
corrective action is needed.
 WHAT IS VALUE ADDED?

The essence of operations function is to add value during

the transformation process

Value added is the difference between the cost of inputs and

the value or price of outputs.

Value outputs > Cost of Inputs

 FIRMS USE THE MONEY
GENERATED BY VALUE ADDED FOR:
Ø Riset dan Pengembangan (R&D)
Ø Investasi peralatan dan fasilitasi (equipment & facility)
Ø Pembayaran Pekerja (Paying workers)
Ø Pembayaran bahan baku (Paying for materials)
Ø Pembayaran pengeluaran lainnya (Paying for general
expenses)
Ø Keuntungan (Profits)
TRANSFORMATION PROCESS OF A CANNED FOOD
PROCESSOR
Inputs Processing Outputs
Metal sheets • Cleaning Canned
Raw vegetables • Making cans vegetables
Water • Cutting
Energy • Cooking
Labor • Packing
Building • Labeling
Equipment
 TRANSFORMATION PROCESS OF A HOSPITAL

Inputs Processing Outputs

Doctors, nurses Examination Healthy
Hospital Surgery patients
Medical Supplies Monitoring
Equipment Medication
Laboratories Therapy
 EXAMPLES OF VARIOUS OPERATIONS

Operations Examples
Goods Producing Farming, mining, construction ,
manufacturing, power generation
Storage/ Warehousing, trucking, mail
Transportation service, moving, taxis, buses,
hotels, airlines
Exchange Retailing, wholesaling, banking,
renting, leasing, library, loans
Entertainment Films, radio and television,
concerts, recording
Communication Newspapers, radio and television
newscasts, telephone, satellites
TYPES OF TRANSFORMATION PROCESSES

Ø Physical- manufacturing
Ø Locational- transportation
Ø Exchange- retailing
Ø Storage- warehousing
Ø Physiological- health care
Ø Informational- telecommunications
Ø Psychological- entertainment
 OPERATIONS AS A BASIC FUNCTION

ØMarketing
o Menghasilkan permintaan (demand)
o Mendapatkan pelanggan (customers)

ØOperations
o Memproduksi barang & jasa (creates product or
service)
ØFinance/Accounting
o Mengelola keuangan (Financial)
o Memonitor kinerja bisnis (Tracks business
performance)
BASIC FUNCTIONS OF THE BUSINESS
ORGANIZATION

Organization

Marketing Operations Finance

 SUPPLY CHAIN
Supply Chain – urutan kegiatan dan fungsi yang terlibat
dalam memproduksi dan memberikan barang atau jasa
(a sequence of activities and organizations involved in
producing and delivering a good or service)

Suppliers’ Direct Final

Producer Distributor
suppliers suppliers Customers
 IMPORTANCE OF OPERATION MANAGEMENT
Ø Operations is one of the three major
functions of business organization
Ø Banyak kesempatan untuk memperbaiki
produktivitas dan profitabilitas bisnis
(productivity and profitability)
Ø Manajemen Operasi yang berpengaruh
kepada kemampuan bisnis untuk
berkompetisi (the companies’ ability to
compete)
Ø Hampir separo pekerja bisnis ada di
bagian operasi
Ø Fungsi manajemen operasi
bertanggungjawab terhadap
sebagian besar aset bisnis (major
portion of the assets of most
organizations)
Ø Operation adalah bagian dari
organisasi bisnis yang mahal
(costly)
 OPTIONS FOR INCREASING
CONTRIBUTION
Finance &
Accounting
Marketing Option Option OM Option
Sales Finance P roduction
Current Revenue : +50% Costs: -50% Costs: -20%
Sales $100,000 $150,000 $100,000 $100,000
Cost of -80,000 -120,000 -80,000 -64,000
Goods Sold
Gross 20,000 30,000 20,000 36,000
Margin
Finance -6,000 -6,000 -3,000 -6,000
Costs
Net 14,000 24,000 17,000 30,000
Margin
Taxes @ -3,500 -6,000 -4,250 -7,500
25%
Contribution 10,500 18,000 12,750 22,500
 TYPES OF PRODUCTION PROCESSES
(PROCESS FLOW STRUCTURES)
ü INTERMITTENT
üJob shop (mis. Proses Percetakan, etc
ü Batch production (produksi
makanan, etc)
ü CONTINOUS
üMass production (produksi garmen,
etc)
üContinuous flow production
(produksi kertas, etc)
ü PROJECT 24
 AUTOMOBILE PLANT

sequential

Raw materials Station Station Station Station

or customer F G (Finished
1 2 3 4
Goods)

Material Material Material Material

and/or and/or and/or and/or
labor labor labor labor

Used for Repetitive or Continuous Processing

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PRODUCTION OF GOODS VS.
DELIVERY OF SERVICES
 MANUFACTURING
vs. SERVICE
Manufacturing and Service Organizations differ chiefly because manufacturing is
goods-oriented and service is act-oriented.

Goods Services

Tangible Act-Oriented

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 GOODS-SERVICE CONTINUUM
Produk biasanya tidak murni berbasis service atau berbasis barang
(products are typically neither purely service- or purely goods-based)

Goods Services
Surgery, Teaching

Songwriting, Software Development

Computer Repair, Restaurant Meal

Home Remodeling, Retail Sales

Automobile Assembly, Steelmaking

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 GOODS VS. SERVICES (1 of 3)
CHARACTERISTICS GOODS SERVICE
Customer contact Rendah Tinggi
Keseragaman (Uniformity) inputs and Tinggi Rendah
outputs
Labor content Low High
Automation Mudah Secara umum sulit
Karakteristik Output Terlihat (Tangible) Tidak terlihat (Intangible), unique
Pengukuran productivity Mudah Sulit
Kesempatan untuk memperbaiki masalah Tinggi Rendah
(Opportunity to correct problems)
Inventory Banyak Sedikit
Evaluasi Terhadap Kualitas Mudah Sulit
Aktivitas Produksi Jelas Tidak begitu jelas
 GOODS VS. SERVICES (2 of 3)
CHARACTERISTICS GOODS SERVICE

Produksi dan Konsumsi Terpisah Biasanya di Tempat yang

sama

Lokasi Terpusat Umumnya menyebar

Faktor yang dipertimbangkan dalam pemilihan Orientasi biaya Orientasi Pendapatan

lokasi (Cost-oriented) (Revenue-oriented)

Reselling Mungkin Tidak mungkin

Kemungkinan Paten (Patentability) Biasanya Tidak biasanya
Aktivitas Lancar dan efisien Lebih lambat dan tidak
biasa (awkward)

Inventoriability andTransportability Inventoriable & Non inventoriable and so

Transportable nontransportable
 GOODS VS. SERVICES (3 of 3)

CHARACTERISTICS GOODS SERVICE

Struktur pekerjaan (Job structure) Lebih terstruktur Kurang terstruktur

(More structured) (Less structured)
Level ketrampilan pekerja Secara umum lebih Secara umum lebih
tinggi rendah
Perputaran tenaga kerja (Employee turnover) Secara umum lebih Secara umum lebih
rendah tinggi
 MANAGING SERVICES IS CHALLENGING
Ø Pekerjaan di bidang jasa seringkali kurang terstruktur daripada di bidang manufaktur
Ø Kontak pelanggan umumnya jauh lebih tinggi dalam industry jasa dibandingkan
dengan manufaktur
Ø Industri jasa - tingkat keterampilan pekerja lebih rendah dibandingkan dengan
karyawan manufaktur
Ø Industri jasa menambahkan banyak pekerja baru dengan keterampilan rendah dan di
posisi tingkat awal (entry-level position)
Ø Perputaran/perpindahan tenaga kerja tinggi dalam industri jasa, terutama dalam
pekerjaan dengan keterampilan rendah
Ø Variabilitas input cenderung lebih tinggi di banyak lingkungan jasa daripada di
manufaktur/produksi
Ø Kinerja industry jasa dapat dipengaruhi secara negatif oleh banyak faktor di luar
kendali manajer (misalnya, sikap karyawan dan pelanggan)

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 SERVICE JOB CATEGORIES

Ø Governmental services Ø Business services

Ø Municipal services Ø Education
Ø Trade services Ø Food, lodging and
(wholesale/retail) entertainment
Ø Finance, insurance, real estate Ø Utilities and transportation
Ø Medical (healthcare) Ø Legal, consulting
Ø Personal services Ø Repair
SERVICES IN MANUFACTURING

In manufacturing, services can be divided into two

groups:
Ø Core Services
Ø Value-added Services
 CORE SERVICES

Core services are basic things that customers want

from products they purchase
CORE SERVICES PERFORMANCE OBJECTIVES
Quality

Flexibility
Operations
Speed
Management

Price (or cost

Reduction)
 VALUE-ADDED SERVICES

Value-added services differentiate the organization

from competitors and build relationships that bind
customers to the firm in a positive way
VALUE-ADDED SERVICE CATEGORIES

Problem Solving

Operations
Information Management Sales Support

Field Support
PROCESS MANAGEMENT
Process - one or more actions that transform inputs into outputs

Three Categories of Business Processes:

Upper-management These govern the operation of the
processes entire organization.
Operational processes These are core processes that make
up the value stream.
Supporting processes These support the core processes.

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VARIASI DALAM PROSES
Four Sources of Variation:
Variasi barang & jasa yg ditawarkan (Variety
of goods or services being offered)
Semakin besar variasi goods/services yg ditawarkan,
semakin besar variasai dikebutuhan produksi atau
service

Struktur variasi di permintaan (demand) Ini lebih terprediksi, sehingga bsia memperkirakan
perencanaan kapasitas supply
Variasi Acak (Random variation) Variasi alamiah dalam semua proses. Biasanya tidak
bisa dipengaruhi oleh manager

Variasi yang bisa dialihkan (Assignable Variasi yang memiliki sumber yang dapat diidentifikasi.
variation) Jenis variasi ini dapat dikurangi, atau dihilangkan,
dengan analisis dan tindakan korektif.

Variasi dapat mengganggu operasi dan proses rantai pasokan. Hal tersebut dapat mengakibatkan biaya
tambahan, keterlambatan dan kekurangan, kualitas yang buruk, dan sistem kerja yang tidak efisien. 40
TUGAS KULIAH TUGAS INDIVIDU:
1. Lanjutan tugas9 – buatlah aktivitas operasional dan rencanakan apa
yang bisa dilakukan untuk meningkatkan Customer Value dan
meningkatkan keuntungan
2. Kirim tidak lebih dari 1 minggu ke email : sbdarmawan1@gmail.com

TUGAS TIM - 1 MINGGU KEDEPAN

1. Lanjutkan tugas kelompok dengan menjabarkan aktivitas
operasional untuk meningkatkan Customer Value dan
Meningkatkan Keuntungan