Chapter 6 Processes and Technology Operations Management —

Chapter 6 Processes and Technology Operations Management - 6 th Edition Roberta Russell & Bernard W. Taylor, III Copyright 2009 John Wiley & Sons, Inc. Beni Asllani University of Tennessee at Chattanooga

Lecture Outline w Process Planning w Process Analysis w Process Innovation w Technology Decisions Copyright 2009 John Wiley & Sons, Inc. 6 -2

Process Planning w Process n a group of related tasks with specific inputs and outputs w Process design n what tasks need to be done and how they are coordinated among functions, people, and organizations w Process strategy n an organization’s overall approach for physically producing goods and services w Process planning n converts designs into workable instructions for manufacture or delivery Copyright 2009 John Wiley & Sons, Inc. 6 -3

Process Strategy w Vertical integration n extent to which firm will produce inputs and control outputs of each stage of production process w Capital intensity n mix of capital (i. e. , equipment, automation) and labor resources used in production process w Process flexibility n ease with which resources can be adjusted in response to changes in demand, technology, products or services, and resource availability w Customer involvement n role of customer in production process Copyright 2009 John Wiley & Sons, Inc. 6 -4

Outsourcing w Cost w Capacity w Quality Copyright 2009 John Wiley & Sons, Inc. w Speed w Reliability w Expertise 6 -5

Sourcing Continuum Copyright 2009 John Wiley & Sons, Inc. 6 -6

Process Selection w Projects n one-of-a-kind production of a product to customer order w Batch production n processes many different jobs at the same time in groups or batches w Mass production n produces large volumes of a standard product for a mass market w Continuous production n used for very-high volume commodity products Copyright 2009 John Wiley & Sons, Inc. 6 -7

Product-Process Matrix Source: Adapted from Robert Hayes and Steven Wheelwright, Restoring the Competitive Edge Competing through Manufacturing (New York, John Wiley & Sons, 1984), p. 209. Copyright 2009 John Wiley & Sons, Inc. 6 -8

Types of Processes PROJECT Type of product Type of customer Product demand BATCH MASS CONT. Unique Made-toorder Made-tostock Commodity (customized) (standardized ) Few individual customers Mass market Fluctuates Stable Very stable One-at-atime Infrequent Source: Adapted from R. Chase, N. Aquilano, and R. Jacobs, Operations Management for Competitive Advantage (New York: Mc. Graw-Hill, 2001), p. 210 Copyright 2009 John Wiley & Sons, Inc. 6 -9

Types of Processes (cont. ) PROJECT BATCH MASS CONT. Demand volume Very low Low to medium High Very high No. of different products Infinite variety Many, varied Few Very few Production system Long-term project Discrete, job shops Repetitive, assembly lines Continuous, process industries Source: Adapted from R. Chase, N. Aquilano, and R. Jacobs, Operations Management for Competitive Advantage (New York: Mc. Graw-Hill, 2001), p. 210 Copyright 2009 John Wiley & Sons, Inc. 6 -10

Types of Processes (cont. ) PROJECT Equipment BATCH MASS CONT. Varied Generalpurpose Specialpurpose Highly automated Fabrication Assembly Mixing, treating, refining Wide range of skills Limited range of skills Equipment monitors Specialized Primary type of work contracts Worker skills Experts, craftspersons Source: Adapted from R. Chase, N. Aquilano, and R. Jacobs, Operations Management for Competitive Advantage (New York: Mc. Graw-Hill, 2001), p. 210 Copyright 2009 John Wiley & Sons, Inc. 6 -11

Types of Processes (cont. ) PROJECT Advantages Disadvantages Examples BATCH MASS CONT. Custom work, latest technology Flexibility, quality Efficiency, speed, low cost Highly efficient, large capacity, ease of control Non-repetitive, small customer base, expensive Costly, slow, difficult to manage Capital investment; lack of responsiveness Difficult to change, far-reaching errors, limited variety Construction, shipbuilding, spacecraft Machine shops, print shops, bakeries, education Automobiles, televisions, computers, fast food Paint, chemicals, foodstuffs Source: Adapted from R. Chase, N. Aquilano, and R. Jacobs, Operations Management for Competitive Advantage (New York: Mc. Graw-Hill, 2001), p. 210 Copyright 2009 John Wiley & Sons, Inc. 6 -12

Process Selection with Break-Even Analysis w examines cost trade-offs associated with demand volume w Cost n Fixed costs l n constant regardless of the number of units produced Variable costs l vary with the volume of units produced w Revenue n price at which an item is sold w Total revenue n is price times volume sold w Profit n difference between total revenue and total cost Copyright 2009 John Wiley & Sons, Inc. 6 -13

Process Selection with Break-Even Analysis (cont. ) Total cost = fixed cost + total variable cost TC = cf + vcv Total revenue = volume x price TR = vp Profit = total revenue - total cost Z = TR – TC = vp - (cf + vcv) Copyright 2009 John Wiley & Sons, Inc. 6 -14

Process Selection with Break-Even Analysis (cont. ) TR = TC vp = cf + vcv vp - vcv = cf v (p - c v ) = c f cf v= p-c v Solving for Break-Even Point (Volume) Copyright 2009 John Wiley & Sons, Inc. 6 -15

Break-Even Analysis: Example Fixed cost = cf = $2, 000 Variable cost = cv = $5 per raft Price = p = $10 per raft Break-even point is cf v= p-c = v Copyright 2009 John Wiley & Sons, Inc. = rafts 6 -16

Break-Even Analysis: Graph Dollars Total cost line $3, 000 — $2, 000 — $1, 000 — Total revenue line 400 Break-even point Copyright 2009 John Wiley & Sons, Inc. Units 6 -17

Process Selection Process A Process B $2, 000 + $5 v = $10, 000 + $2 v Copyright 2009 John Wiley & Sons, Inc. 6 -18

Choosing Between Three Processes Total cost of process A $20, 000 — Total cost of process B $15, 000 — $10, 000 — $5, 000 — | 1000 | 2000 | 3000 | 4000 Units Example 4. 3 Copyright 2009 John Wiley & Sons, Inc. 6 -19

Choosing Between Three Processes Process A $2, 000 + $5 v Process B $10, 000 + $2 v Process C $14, 000 + $v Point of Indifference between Processes B and C $10, 000 + $2 v = $14, 000 + $v v= Example 4. 2 Copyright 2009 John Wiley & Sons, Inc. 6 -20

Choosing Between Three Processes Total cost of process A $20, 000 — Total cost of process C Total cost of process B $15, 000 — $10, 000 — $5, 000 — | 1000 | 2000 | 3000 | 4000 Units Example 4. 3 Copyright 2009 John Wiley & Sons, Inc. 6 -21

Choosing Between Three Processes ü Below 2667 units, ü Between 2667 and 4000 units, ü Above 4000 units, choose Process C Copyright 2009 John Wiley & Sons, Inc. 6 -22

Process Plans w Set of documents that detail manufacturing and service delivery specifications n n n assembly charts operations sheets quality-control check-sheets Copyright 2009 John Wiley & Sons, Inc. 6 -23

Process Analysis • systematic examination of all aspects of process to improve operation Copyright 2009 John Wiley & Sons, Inc. 6 -24

Process Analysis w Building a flowchart n n n n Determine objectives Define process boundaries Define units of flow Choose type of chart Observe process and collect data Map out process Validate chart Copyright 2009 John Wiley & Sons, Inc. 6 -25

Process Flowcharts w look at manufacture of product or delivery of service from broad perspective w Incorporate n n nonproductive activities (inspection, transportation, delay, storage) productive activities (operations) Copyright 2009 John Wiley & Sons, Inc. 6 -26

Process Flowchart Symbols Operations Inspection Transportation Delay Storage Copyright 2009 John Wiley & Sons, Inc. 6 -27

Process Flowchart of Apple Processing Copyright 2009 John Wiley & Sons, Inc. 6 -28

Copyright 2009 John Wiley & Sons, Inc. 6 -29

Simple Value Chain Flowchart Copyright 2009 John Wiley & Sons, Inc. 6 -30

Principles for Redesigning Processes w Remove waste, simplify, and consolidate similar activities w Link processes to create value w Let the swiftest and most capable enterprise execute the process w Flex process for any time, any place, any way w Capture information digitally at the source and propagate it through process Copyright 2009 John Wiley & Sons, Inc. 6 -31

Principles for Redesigning Processes (cont. ) w Provide visibility through fresher and richer information about process status w Fit process with sensors and feedback loops that can prompt action w Add analytic capabilities to process w Connect, collect, and create knowledge around process through all who touch it w Personalize process with preferences and habits of participants Copyright 2009 John Wiley & Sons, Inc. 6 -32

Technology Decisions w Financial justification of technology n n n n Purchase Cost Operating Costs Annual Savings Revenue Enhancement Replacement Analysis Risk and Uncertainty Piecemeal Analysis Copyright 2009 John Wiley & Sons, Inc. 6 -33

Components of e-Manufacturing Copyright 2009 John Wiley & Sons, Inc. 6 -34

A Technology Primer Product Technology w Computer-aided design (CAD) w Group technology (GT) w Computer-aided engineering (CAE) w Collaborative product commerce (CPC) w Creates and communicates designs electronically w Classifies designs into families for easy retrieval and modification w Tests functionality of CAD designs electronically w Facilitates electronic communication and exchange of information among designers and suppliers Copyright 2009 John Wiley & Sons, Inc. 6 -35

A Technology Primer (cont. ) Product Technology w Product data management (PDM) w Product life cycle management (PLM) w Product configuration w Keeps track of design specs and revisions for the life of the product w Integrates decisions of those involved in product development, manufacturing, sales, customer service, recycling, and disposal w Defines products “configured” by customers who have selected among various options, usually from a Web site Copyright 2009 John Wiley & Sons, Inc. 6 -36

A Technology Primer (cont. ) Process Technology w Standard for exchange of product model data (STEP) w Computer-aided design and manufacture (CAD/CAM) w Computer aided process (CAPP) w E-procurement w Set standards for communication among different CAD vendors; translates CAD data into requirements for automated inspection and manufacture w Electronic link between automated design (CAD) and automated manufacture (CAM) w Generates process plans based on database of similar requirements w Electronic purchasing of items from emarketplaces, auctions, or company websites Copyright 2009 John Wiley & Sons, Inc. 6 -37

A Technology Primer (cont. ) Manufacturing Technology w Computer w Machines controlled by software code to perform a numerically control variety of operations with the help of automated (CNC) tool changers; also collects processing information w Flexible manufacturing system (FMS) w Robots w Conveyors and quality data w A collection of CNC machines connected by an automated material handling system to produce a wide variety of parts w Manipulators that can be programmed to perform repetitive tasks; more consistent than workers but less flexible w Fixed-path material handling; moves items along a belt or overhead chain; “reads” packages and diverts them to different directions; can be very fast Copyright 2009 John Wiley & Sons, Inc. 6 -38

A Technology Primer (cont. ) Manufacturing Technology w Automatic guided vehicle (AGV) w A driverless truck that moves material along a specified path; directed by wire or tape embedded in floor or by radio frequencies; very flexible w Automated storage and retrieval system (ASRS) w An automated warehouse—some 26 stores high— in which items are placed in a carousel-type storage system and retrieved by fast-moving stacker cranes; controlled by computer w Process Control w Continuous monitoring of automated equipment; makes real-time decisions on ongoing operation, maintenance, and quality w Computer-integrated w Automated manufacturing systems integrated through computer technology; also called emanufacturing (CIM) manufacturing Copyright 2009 John Wiley & Sons, Inc. 6 -39

A Technology Primer (cont. ) Information Technology w Business – to – Business (B 2 B) w Business – to – Consumer (B 2 C) w Internet w Electronic transactions between businesses usually over the Internet w Intranet w Communication networks internal to an organization; can be password (i. e. , firewall) protected sites on the Internet w Extranet w Electronic transactions between businesses and their customers usually over the Internet w A global information system of computer networks that facilitates communication and data transfer w Intranets connected to the Internet for shared access with select suppliers, customers, and trading partners Copyright 2009 John Wiley & Sons, Inc. 6 -40

A Technology Primer (cont. ) Information Technology w Bar Codes w w Radio Frequency Identification tags (RFID) w w Electronic data interchange (EDI) w Extensive markup language (XML) w w Enterprise resource planning (ERP) A series of vertical lines printed on most packages that identifies item and other information when read by a scanner An integrated circuit embedded in a tag that can send and receive information; a twenty-first century bar code with read/write capabilities A computer-to-computer exchange of business documents over a proprietary network; very expensive and inflexible A programming language that enables computer – to computer communication over the Internet by tagging data before its is sent Software for managing basic requirements of an enterprise, including sales & marketing, finance and accounting, production & materials management, and human resources Copyright 2009 John Wiley & Sons, Inc. 6 -41

A Technology Primer (cont. ) Information Technology w Supply chain management (SCM) w Customer relationship management (CRM) w w Decision support systems (DSS) w Expert systems (ES) w Artificial intelligence (AI) w w Software for managing flow of goods and information among a network of suppliers, manufacturers and distributors Software for managing interactions with customers and compiling and analyzing customer data An information system that helps managers make decisions; includes a quantitative modeling component and an interactive component for what-if analysis A computer system that uses an expert knowledge base to diagnose or solve a problem A field of study that attempts to replicate elements of human thought in computer processes; includes expert systems, genetic algorithms, neural networks, and fuzzy logic Copyright 2009 John Wiley & Sons, Inc. 6 -42