Professional Documents
Culture Documents
Module 1
Content
• Introduction
• Goods Vs Service
• Scope of Operations Management
• The Evolution of Operations Management
• Productivity and Competitiveness
• Operations Management Decision Area
What is Operations Management
Operations management - The management of systems or processes that create
goods and/or provide services. It is a process of planning, organizing, and supervising
the operations of the business for better productivity. Operation management aims at
reducing the cost to business by avoiding any wastage of resources.
Marketing is responsible for assessing consumer wants and needs and selling and
promoting the organization’s goods or services.
Operations is responsible for producing the goods or providing the services offered by
the organization. To put this into perspective, if a business organization were a car,
operations would be its engine. And just as the engine is the core of what a car does, in
a business organization, operations is the core of what the organization does.
Goods Vs Services
Goods are physical items that include raw materials, parts, subassemblies such as
motherboards that go into computers, and final products such as cell phones and
automobiles.
Services are activities that provide some combination of time, location, form, or
psychological value.
Although goods and services often go hand in hand, there are some very basic
differences between the two, differences that impact the management of the goods
portion versus management of the service portion. There are also many similarities
between the two.
Goods Vs Services
Output - Production of goods results in a tangible output, such as an automobile, a
refrigerator—anything that we can see or touch. Delivery of service, on the other hand,
generally implies an act -A physician’s examination etc.
Labor content of jobs - Services often have a higher degree of labor content than
manufacturing jobs do, although automated services are an exception.
Goods Vs Services
Uniformity of inputs - Service operations are often subject to a higher degree of
variability of inputs.. Conversely, manufacturing operations often have a greater ability
to control the variability of inputs, which leads to more-uniform job requirements
Quality assurance - Quality assurance is usually more challenging for services due to
the higher variation in input, and because delivery and consumption occur at the same
time. Unlike manufacturing, which typically occurs away from the customer and allows
mistakes that are identified to be corrected.
Goods Vs Services
Inventory - Many services tend to involve less use of inventory than manufacturing
operations, so the costs of having inventory on hand are lower than they are for
manufacturing. However, unlike manufactured goods, services cannot be stored.
Instead, they must be provided “on demand.”
Ability to patent - Product designs are often easier to patent than service designs, and
some services cannot be patented, making them easier for competitors to copy.
Goods Vs Service
Characteristics Goods Services
Output Tangible Intangible
Customer Contact Low High
Labor Content Low High
Uniformity of input High Low
Measurement of Productivity Easy Difficult
Inventory High Low
Patentable Usually Not usually
Product Service Continuum
Product and Service are not totally two discrete categories rather a continuum with
pure service at one endpoint and pure commodity goods at the other endpoint.
Most products fall between these two extremes.
A product's position on the continuum enables marketers to spot opportunities
At the pure goods end of the continuum, goods that have no related services are
positioned.
At the pure services end are services that are not associated with physical products.
Products that are a combination of goods and services fall between the two ends.
Goods Service Continuum
Product Service Continuum
Goods such as furnaces, which require accompanying services such as delivery and
installation, are situated toward the pure goods end.
Products that involve the sale of both goods and services, such as auto repair, are
near the center.
And products that are primarily services but rely on physical equipment, such as
taxis, are located toward the pure services end.
Forecasting such things as weather and landing conditions, seat demand for flights, and
the growth in air travel.
Capacity planning, essential for the airline to maintain cash flow and make a reasonable
profit. (Too few or too many planes, or even the right number of planes but in the wrong
places, will hurt profits.)
Scope of Operations Management
Locating facilities according to managers’ decisions on which cities to provide service
for, where to locate maintenance facilities, and where to locate major and minor hubs.
Facilities and layout, important in achieving effective use of workers and equipment.
Scheduling of planes for flights and for routine maintenance.
Scheduling of pilots and flight attendants; and scheduling of ground crews, counter staff,
and baggage handlers.
Managing inventories of such items as foods and beverages, first-aid equipment, inflight
magazines, pillows and blankets, and life preservers.
Scope of Operations Management
Assuring quality, essential in flying and maintenance operations, where the emphasis is
on safety, and important in dealing with customers at ticket counters, check-in,
telephone and electronic reservations, and curb service, where the emphasis is on
efficiency and courtesy.
Scientific Management
F. W. Taylor
Taylor believed that Management should be responsible for planning,
carefully selecting and training the workers to do a particular job in the best
possible way
Scientific Management
Other contributors of this movement were
Frank Gilbreth
Known as the father of motion study
Frank Gilbreth
Developed the principles of motion economy
Henry Gantt
Recognized the value of nonmonetary rewards
Lillian Gilbreth
Focused on the human factors of work
Elton Mayo
Showed that workers’ motivation is important for
Lillian Gilbreth
improving productivity
Abraham Maslow
Developed Motivational theories
Elton Mayo
F. W. Harris
Developed first model for Inventory Order Size
F. W. Harris
H.F. Dodge, H. G. Romig and W. Schewart (from Bell Labs)
Developed statistical process of sampling and quality control
How: How will the product or service be designed? How will the work be done
System - A system can be defined as a set of interrelated parts that must work together.
In a business organization, the organization can be thought of as a system composed of
subsystems (e.g., marketing subsystem, operations subsystem, finance subsystem).
Productivity and Competitiveness
Competitiveness
How effectively an organization meets the wants and needs of customers relative to
others that offer similar goods and services.
Productivity =
Output Output
Multifactor Productivity ( Labor + Machine ) Input ( Labor +Capital + Energy ) Input
Output
Total Productivity All Input
Computing Productivity - Examples
For the following 2 cases calculate Labor Productivity and Machine
Productivity respectively
a) Four workers completed 720 square meters of carpeting in eight hours.
b) A machine produced 70 pieces of garments in two hours out of which two are
defective.
Multifactor Productivity
= = 2 units/dollar input
Productivity in the Service Sector
Output of a service sector is intangible. Hence measuring Productivity is
difficult
Productivity or Process Yield for a service sector depends on the type of
service provided and the key success factors
Some examples for productivity or Process Yield for service Sector can be
• For a Hospital it can be the ration of number of patients successfully treated and sent
home
• For an Education system a possible measure can be the number of students graduated
in a particular year to the number of students admitted in that year or the number of
students getting job offer through campus recruitment to the number of students who
applied for campus placement.
• For Subscription service the yield can be the ration of new subscription to the number
of calls made or emails sent seeking the subscription.
Factors that affect Productivity
Standardization of Process and Product – Quality improvement and
reduction in cycle time
Look for overall system productivity and remove any bottle necks