Professional Documents
Culture Documents
1
Introduction to Operations and
Supply Chain Management
1-2
Lecture Outline
INPUT
•Material
OUTPUT
•Machines TRANSFORMATION
•Goods
•Labor PROCESS
•Services
•Management
•Capital
• Operations
• Marketing
• Finance and
Accounting
• Human
Resources
• Outside
Suppliers
1-20
GDP per Capita
1-21
Trade in Goods, % of GDP
• Competitiveness
• degree to which a nation can produce goods and
services that meet the test of international markets
• Productivity
• ratio of output to input
• Output
• sales made, products produced, customers served,
meals delivered, or calls answered
• Input
• labor hours, investment in equipment, material usage,
or square footage
B5*B7
C6*C8
B6*B8
C7*C9
C5/C6
B4/B5
C5/C7
B4/B6
B4/B14
C5/C13
Copyright 2011 John Wiley & Sons, Inc. 1-25
Productivity Growth
Mission
and Vision
Corporate
Strategy
Source: Adapted from Nigel Slack, Stuart Chambers, Robert Johnston, and Alan
Betts, Operations and Process Management, Prentice Hall, 2006, p. 47
• Cost
• Speed
• Quality
• Flexibility
1-32
Positioning the Firm: Cost
• Waste elimination
• relentlessly pursuing the removal of all waste
• Examination of cost structure
• looking at the entire cost structure for reduction potential
• Lean production
• providing low costs through disciplined operations
• Policy deployment
• translates corporate strategy into measurable
objectives
• Hoshins
• action plans generated from the policy
deployment process
• Balanced scorecard
• measuring more than financial performance
1. finances
2. customers
3. processes
4. learning and growing
• Key performance indicators
• set of measures to help managers evaluate
performance in critical areas
Services Process
and
Products
Technology
Human
Resources Quality
Capacity
• Courtesy:
• how are customers treated by employees?
• are catalogue phone operators nice and are their
voices pleasant?
• Consistency
• is same level of service provided to each customer
each time?
• is your newspaper delivered on time every morning?
• Cause-and-effect matrix
– grid used to prioritize causes of quality problems
• Frequency diagram of
data for quality problem
• Pareto analysis
– most quality problems result from a few causes
Problem
Solution Identification
Problem results List alternatives
Consensus
Brainstorming
Problem
Analysis
Cause and effect
Data collection
and analysis
2-79
Six Sigma
1. Align
• executives create balanced scorecard
2. Mobilize
• project teams formed and empowered to act
3. Accelerate
• black and green belts execute project
4. Govern
• monitor and review projects
• Champion
• an executive responsible for project success
• Define
• problem is defined
• Measure
• process measured, data collected
• Analyze
• data analysis to find cause of problem
• Improve
• develop solutions to problem
• Control
• ensure improvement is continued
3.4 DPMO
67,000 DPMO
cost = 25% of sales
• t-Test
• test for differences between groups
• Statistical Process Control (SPC) Chart
• monitor a process over time for variations
• Design of Experiments (DOE)
• determining relationships between factors affecting
inputs and outputs of a process
• Index numbers
• ratios that measure quality costs against a base value
• labor index
• ratio of quality cost to labor hours
• cost index
• ratio of quality cost to manufacturing cost
• sales index
• ratio of quality cost to sales
• production index
• ratio of quality cost to units of final product
• Cost of quality
• difference between price of nonconformance
and conformance
• cost of doing things wrong
• 20 to 35% of revenues
• cost of doing things right
• 3 to 4% of revenues
or
Y=(I)(%G)+(I)(1-%G)(%R)
where
I = initial quantity started in production
%G = percentage of good units produced
%R = percentage of defective units that are successfully reworked
( Kd )( I ) ( Kr )( R)
Product Cost
Y
where:
Kd = direct manufacturing cost per unit
I = input
Kr = rework cost per unit
R = reworked units
Y = yield
( K d )( I ) ( K r )( R ) =
$30*100 + $12*10
= $34.67/motor
90 motors
Y
Increase quality to 90% good
$30*100 + $12*5
= 95 motors = $32.21/motor
Y = (I)(%g1)(%g2) … (%gn)
where:
I = input of items to the production process that will
result in finished products
gi = good-quality, work-in-process products at stage i
Y = (I)(%g1)(%g2) … (%gn)
100
= 100 * .93 * .95 * .97 * .92 = 126.88 127
QPR
• productivity index that includes productivity and
quality costs
(good-quality units)
QPR = (100)
(input) (processing cost) + (reworked units) (rework cost)
Base Case
80 + 10
QPR = (100) = 2.89
100 * $30 + 10 * $12
• ISO 9004:2008
• Quality Management Systems—Guidelines for
Performance Improvements
• guidance to a company for continual improvement of
its quality-management system
2-116
117