Production & Operations Management
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1 Operations Management: Management of the transformation process (input to output) in an effective and efficiënt way Company Focus on Supply Chain Management (SCM) flow of Products/services Information flow Monetary flow Transformation process: Transformed resources (Raw Materials, Information, Customers) Transforming resources (Facilities, Machines, Staff) Doorlooptijd efficiency: totale bewerkingstijd/totale doorlooptijd Production & Operations Management: Operations Design (Network-, Product- en Processdesign) Operations Planning & Control o Capacityplanning o Inventoryplanning o Productionplanning Operations Improvement Why is POM important: Just In Time management (JIT) Materials Requirements Planning (MRP) Optimized Production Technology (OPT) o Total Quality Management (TQM) o Business Process Redesign/Re-engineering (BPR) Every company has an operations function (Porter: Value Chain) A substantial part of the assets of the company are in Operations and Most people working for the company are in Operations Operations can be one of the sources for achieving competitive advantage Integrated Strategies and Philosophies Time Based Competition (TBC) Just In Time Management (JIT) Total Quality Management (TQM) Supply Chain Management (SCM) Time Based Competition Strategy of seeking competitive advantage by "quickening" the critical aorganizational processess through eliminating non-essential steps in order to attract customers (ease for customers; extended markets; latest technology) being the first on the market (premium price;locks distribution channels;allocating market share) allow pull production (moving Order Penetration Point OPP; Customization,flexibility; reduction of uncertainty) reduce inventories (cost savings; quality improvements;higher dependability-decreased planningcomplexity) through shortening Time-to-market (total time the firm takes to introduce a new productor to revise an existing product) o Integrate all parties involved (cross functional teams) o Concurrent engineering o Co-operation between parties in the supply chain (better communication; early supplier/cuatomer involvement) o Efficiënt technologies like CAD/CAM Time-to-product (The time that the firm takes to respond to a customer-order for an existing product) o Wipe out approval (cut away layers of management) o Integrated decision making (increase communication;multifunctional teams) o Modular production o Computer Aided manufacturing (reducing setup time) o Cellular manufacturing Total Lead Time (Design ; Order handling ; Sourcing ; Manufacturing ; Distribution) 30 november 2001 Pagina 1 van 6
2 Just In Time manufacturing => remove waste / improve operations in all aspects Variëty Quality Timeliness At a reasonable price Reduction of o Excess (excess inventory) o Waste (defective products) o Unevenness (sudden jumps in production level) Keypoints in JIT-manufacturing Balanced production o Leveled scheduling (Heijunka) (kleinere series) o Setup Time Reduction SUR (EOQ=Qopt=SQRT(2DCo/Ch);Demand;Cost of an order; Cost of holding) Pull production ; produce when there is a demand (Kanban) Visual control ; problem detection immediately after occurrence (Jidoka) Employee involvement (involvement;empowerment;responsibility;problem solving capabilities) Total Quality management (zero defects; internal customer; focus on quality) Ongoing improvement (Kaizen) JIT-purchasing (Co-makership) (long term relation;reduction of supplier base; frequent deliveries of low volumes) JIT Disadvantages o Vulnerable (no safety stocks) o Nervous (stressful) Obstacles o Commitment o Willingness of employees o Resistance suppliers Production methods Push (anticipate with MRP,OPT) o Operations driven o Efficient usage of resources (keep resources busy;optimal production plan;optimal routing) Pull/Po-active (reaction with JIT) o Demand driven (only produce when there is demand) Optimized Production Technology Software package Theory of constraints (TOC) Strategy Hierarchy Corporate strategy o What business to be in (aquire?/divest?) o Allocation of cash? Business strategy o What are the Strategic objectives? o How to compete? Functional Strategy o How to contribute to strategic objectives o How to manage the resources Strategy: from "Where are we?" (SWOT) to "Where we want to be?" (Mission) (Strategie is richting geven) Strategy is needed to: Create a consistent pattern in decisions To set priorities for the Key Performance Measures (to show where to put your money/efforts) 30 november 2001 Pagina 2 van 6
3 The choice of Operations strategy is dependent on Customers ; Competition; Product/service ; Capabilities Operations Strategy guides all decisions in Design ; Utilization ; Improvement Key Performance Measures (Critical success Factors CSF's) with their Key Performance Indicators (KPI's) Cost o Utilization o Productivity o Inventory turns Quality products/services/innovation (TQM) Speed (TBC) o % defective produced o # of complaints o Order lead time o Time-to-market of new product Dependability (JIT;Quick Response;Efficiënt Consumer REsponse) o Fill rate (leverbetrouwbaarheid) o Lost Sales o % deliveries in time Flexibility (change-ability of production) o Change-over times o # Stock Keeping Units (SKU's) o Span of volume APS: Application Planning Software T-Ford: standaardisatie en kostenreductie ; probleem: voorraadkosten door hoge productie, klantwensen mbt product Verandering van product naar dienst (Albert Heijn financier van mass customisation) KOOP klanten order ontkoppel punt (Hoe ver dringt een klantenorder door?) Vóór het KOOP => anonieme productie Na het KOOP => klantenorder gedreven productie Proces vóór het KOOP Proces na het KOOP Product Standaardisatie Optiemogelijkheden Productie Hoog volume /massa Flexibiliteit/korte insteltijd/serie=1 Mensen Specialist KOOP voorraadpunt Generalist Beheersing Voorspelling Orders Risico Onverkoopbaar Doorlooptijd/capaciteit Productiviteit Efficiëncy Effectiviteit Leidinggeven Hierarchisch Creatief Order qualifier: Criteria which make customers consider the product/service (must be at least as good as competition) Order winner: Criteria which make customers buy the product/service (must be better than competition) Impact of Product Life Cycle Introduction Growth Maturity Decline Variety of product/service High customization Increasingly standardized Dominant types Commodity Likely Order Winner Performance Novelty Availability Low price/dependable supply Low price Likely Order Qualifier Quality Price/.Product range Product range, quality Dependable supply Value Matrix Invariable Variable Tangible What it does (specs) How it gets to you (right time,place) Intangible What it identifies with (brand image) How it is transferred (Sales-effort, Ease) Throughput efficiency (processing time/throughput) Processing time Setup time Queue time Wait time idle time 30 november 2001 Pagina 3 van 6
4 Throughput efficiency = Processing time / Throughput time Flow shop (high) Job Shop (lower) Service organizations (low) Choices of Production Process variety Volume Project high Low Job-shop Batch Mass Continuous low high Level of Customization (Order Penetration Point) Make-to-stock Make-to-order Assemble-to-order Business Process Re-engineering (Radical redesign of business processes for dramatic improvement) Improved customer focus (Quality) Speed / dependability (cycle time reduction;throughput time forecastability) Flexibility (people are able to do more than their specialist job) Productivity increase (cost reduction) Trend: Mass production (1920) => Mass Customization (1970) => Mass Individualization (2000) Location factors Cost Regulations and incentives Infrastructure Competition International considerations (currency rates;political stability;availability of resources) parametrisch ontwerpen (variabele maten) Facility location: source bound activities close to supply of materials (Decentralized) market bound activities close to demand (Decentralized) Footloose activities can take place anywhere (centralized) Centre of Gravity-model (determine the optimal location of the manufacturing plant) Keypoints to Operations Design Choice of products, process, location, layout strategic nature OD has to be in line with the Operations strategy Production Processes charatarized by Variety-Volume and OPP Drivers for Centralization (economies of scale) or decentralization (response time, transportation costs) Production Planning: Capacity planning (1-5 years) o maximum amount of resources available in a given time period o maximum output rate of an operation Aggregate Planning (6-12 months) Master production schedule(mps)/ Materials Requirements planning (MRP) (3-10 days) Sequencing/Scheduling (1-8 hours) Aggregate planning strategies Level capacity strategy (same level of capacity throughout the year;inventory meets variations) o provide (eerste hulp, hotel) + speed - high cost o Level (seasonal products) + planning,cost -service in peak periods Chase demand strategy (capacity meets changing demand; no inventories; overtime and subcontracting) + customersatisfaction - planning Mixed demand strategy 30 november 2001 Pagina 4 van 6
5 Hockey Stick Phenomenon: Peaks of Volume in time (solution is Demand Management) Demand Management: Airlines, hotels Costs determined by inflexible capacity Revenue depends fully on demand inventory can not be used to smooth out demand Strategies of Demand Management Over-booking Pricing (night-time electricity) Anti-cyclic promotions Levels of Quality Management Quality Inspection Quality Control (Statistical Process Control;SPC= seek sources of non-natural variation) Quality Assurance (ISO-9000) o Benefits Competitive advantage Competitive necessity Better Operations System Clear implementation plans are available o Remarks Used for wrong reasons (marketing,forced by customers) no guarantee for good products/services Bureaucracy Not customer focused (internally focused) Total Quality Management (entire organization) o Customer (internal/external) o Empowerment Employee responsibility and commitment Everybody has the power to make decisions Teamwork (joint decision making) Bottum-up suggestions for improvement o Quality at source Prevention (quality control at each process) Quality control by process-owner Supplier-customer Partnership o On Going Improvement (Kaizen) as a Target (zero-defects) continuously incremental improvement Deming wheel (Plan, Do, Check, Act) o Management based on facts Measure performance Implementation through EFQM or INK-models Statistical Process Control does not give the reason why the process is out of control to find assignable causes use o Cause-effect diagrams (visgraad diagrammen) (nadeel: geen relatie tussen categorieën) o Pareto charts De badkuip-kromme (U) geeft de kans aan op een fout in de tijd Quality of Design (Accordance to customers wishes) Quality of Conformance (Manufactured according to design) 30 november 2001 Pagina 5 van 6
6 Customer Satisfaction = Experienced Quality - Expected Quality Cost of Quality Control Cost (Unavoidable cost) o Prevention cost (process/product design;training) o Appraisal cost (quality audits; statistical quality control) Failure Cost (Avoidable cost) o Internal failure cost (yield losses;rework charges) o External failure cost (returns / recalls; (warranty) repairs) 30 november 2001 Pagina 6 van 6
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