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SCM 1
SCM 1
To Accompany Russell and Taylor, Operations Management, 4th Edition , 2003 Prentice-Hall, Inc. All rights reserved.
Characteristics of a Well-Designed
Service System (2 of 2)
5. It provides effective links between the back office and
the front office so that nothing falls between the cracks
6. It manages the evidence of service quality in such a
way that customers see the value of the service
provided
7. It is cost-effective
8. It ensures reliability and high quality
To Accompany Russell and Taylor, Operations Management, 4th Edition , 2003 Prentice-Hall, Inc. All rights reserved.
Challenges of Service Design
1. Variable requirements
2. Difficult to describe
3. High customer contact
4. Service – customer encounter
To Accompany Russell and Taylor, Operations Management, 4th Edition , 2003 Prentice-Hall, Inc. All rights reserved.
Guidelines for Successful Service
Design
1. Define the service package
2. Focus on customer’s perspective
3. Consider image of the service package
4. Recognize that designer’s perspective is different
from the customer’s perspecticve
5. Make sure that managers are involved
6. Define quality for tangible and intangibles
7. Make sure that recruitment, training and rewards are
consistent with service expectations
8. Establish procedures to handle exceptions
9. Establish systems to monitor service
To Accompany Russell and Taylor, Operations Management, 4th Edition , 2003 Prentice-Hall, Inc. All rights reserved.
SUPPLY CHAIN ELEMENTS
• Supply Chain Design
Strategic • Resource Acquisition
• Long Term Planning (1
Year ++)
• Production/ Distribution Plan
Tactical • Resource Allocation
• Medium Term Planning
(Qtrly,Monthly)
• Shipment Scheduling
Operational • Resource Scheduling
• Short Term Planning
(Weekly,Daily)
Supply Chain Collaboration – What Is It?
Logistics Providers
74
Benefits of Supply Chain Collaboration
◦ Information systems
◦ Systems infrastructure
◦ Decision support systems
◦ Planning mechanisms
Coordinated ◦ Information sharing
Collaboration ◦ Process understanding
Higher levels of
collaboration imply the need
Cooperative for both trading partners to
Collaboration have equivalent (or close)
levels of supply chain
maturity
Synchronized collaboration
demands joint planning, R&D
and sharing of information
Transactional and processing models
Collaboration Low Return ◦ Movement to real-time
Limited customer demand
information throughout the
Many Few supply chain
Number of Relationships
77
Supply Chain
Predicted
demand
looking
Time back six
Jan Feb Mar Apr May Jun Jul Aug months
Actual demand (past sales)
Predicted demand
Steps in the Forecasting Process
Chapter 2: Quantitatve
Methods in Health Care Yasar A. Ozcan 97
Management
Benefits of MRP
Project Systems
Job Shop
Batch
Customization
production
Flow
Shop
Continuous
production
Low
Low High
Volume
Production
High Aircraft
Project
Custom-made
Systems
machines and parts
Job Shop
Books
Batch
Customization
production
Automobile
Flow
Shop
Oil refinery
Continuous
production
Low
Low High
Volume
Labor intensive Production
High
Project Systems
Job Shop
Batch
Customization
production
Continuous
production
Low
Low High
Volume
More frequent
Rescheduling
Production
High
Project Systems
Job Shop
Batch
Customization
production
Less frequent
Flow
Shop
Rescheduling
Continuous
production
Low
Low High
Volume