运营管理基础 4E-戴维斯英文IMChap001.docx

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1、CHAPTER 1 INTRODUCTION TO OPERATIONS MANAGEMENTChapter OverviewThis chapter introduces and defines operations management. Specifically, customers are demanding more today than they have in the past due to globalization of the worlds economy, and the growth of e-commerce. Consequently, operations man

2、agers are faced with providing continually higher quality products with shorter delivery times and better customer service, yet reducing labor and material cost, and increasing the utilization of facilities. The chapter begins by defining operations management. It then discusses operations managemen

3、ts contribution to society, which includes a higher standard of living, better quality goods and services, concern for the environment, and improved working conditions. Next, this chapter discusses the emergence of operations management, including service operations, expanded definition of quality,

4、and application of OM concepts in other functional areas. Finally, it ends with an overview of its historical development.Major Points of ChapterBecause of the today*s highly competitive business environment, operations management must provide continuously higher quality products with shorter delive

5、ry times and better customer service, while reducing labor and material costs, and increasing utilization of facilities.1. Operations management is the management of the conversion process that transforms inputs into outputs in the form of finished goods and services.2. A higher standard of living,

6、better quality goods and services, concern for the environment, and improved working conditions can be traced to improved operations management.3. An overview of the historical development of operations management helps to explain various influences on OM thought today.Review and Discussion Question

7、sWhat is operations management and how is it different from operations research?Operations Management (OM) is a synthesis of concepts and techniques that relate directly to production systems and enhance their management. Operations Management has a distinct management role that differentiates it fr

8、om OR and IE. Operations Managers use the tools of OR in decision making and are concerned with many of the same issues as Industrial Engineers. Operations Research/Management Science (OR/MS) is a branch of applied mathematics, while Industrial Engineering (IE) is an engineering discipline.Chapter 1

9、What were the underlying reasons for the lack of emphasis on operations management in the post-World War II years?After WWII, the U.S. emerged as the major military, political and economic power in the world. In addition, the U.S., through the Marshall Plan was responsible for reestablishing the Ger

10、man and Japanese economies that were destroyed. As a result, there was a world economy, in which little competition existed, and demand exceeded supply because of the unfilled demand from rationing during the war. Therefore, the American companies had little reason to improve quality or radically im

11、prove in any OM related facet of business.1. What are the advantages of bringing customers into the transformation process or technical core?By bringing customers into the technical core, the lag time for needed customer feedback is reduced. System and product design is enhanced by proactively consi

12、dering customer needs, and customer loyalty increases.2. Take a look at the want ads in The Wall Street Journal and evaluate the opportunities for an OM major with several years of experience.The following are some examples of jobs available in OM from the Wall Street Journal from December 18, 2001:

13、engineeringJOIN OUR TEAM!Production Operations ManagerUnited States Sugar Corporation has an innnediate opening for a Pnxluction Operations Manager in their Sugar Processing Department. Requires a Bachelor s Deg!ce in Mechanical Engineering or related Iicld and minimum 10 wars experience in the nuin

14、utactunng of raw and ref ined sugar. Requires a working knowledge ol plant antonialion and conipuivi i/ctl .Hituination systems. BackgrouiHl in a union vm i rontncnl a plus. Ability (o meet deadlines, work independently and research laws and apply them to i company operational techniques.Good oral/w

15、ritlen communication skills essential We offer a competitive salary and benefits package. It qualified, please scnd/fax/email resume to: USSC, HR Dept- P.O. Box 1207, Clewiston, FL 33440 Fax:(863)902-2889. Email:mniaturanai ussugar . EOE.Chapter 1p-Director of OperationsCleveland Steel Container Cor

16、poration is a leader in the container manufacturing industry. We are looking for a key management team member to fill the role of Director of Operations. This Cleveland-based position reports to the company President and will direct 4 plant General Managers each with approximately 9 salaried and 35

17、hourly employees.*We are looking for a degreed leader with analytical problem solving skills 4nd a hands-on, plant-floor style to utilize company business plan and key Measurements to provide direction and accountability. Minimum of 5 years related manufacturing experience, and a working knowledge o

18、f ISO and *MRP preferred. This position requires approximately 20% out of town Jhvel.We offer excellent pay, benefits, and working conditions. Only qualified 1 candidates will be considered and should send resume to:1 Director Employee Relations:Cleveland Steel Container Corporation:1840 Enterprise

19、ParkwayTwinsburg, Ohio 44087Fax 1 330-405-32201VICE PRESIDENTOPERATIONSFor cement plant. Lebec, CAJob. Send resume to:Natkmal Cement15821 Ventura BU #475Encg CA 91436Some additional advertisements from January 8, 2002:EngineeringJOIN OUR TEAM!United States Sugar Corporation, located in Clewiston, FL

20、, has immediate openings in their Sugar Processing Department for individuals with good oral/written communication skills, ability to meet deadlines and work independently:ProductionOperations Manager Requires a Bachelor s Degree in Mechanical Engineering or related field and minimum 10 years experi

21、ence in the manufacturing of raw and refined sugar. Must have a working knowledge of plant automation and computerized automation systems. Ability to research laws and apply them to company operational techniques necessary.AssociateProcess ManagerRequires a Bachelors pegree in Chemical Engineering o

22、r related field and a minimum of ten years experience in cane sugar processingsChief EngineerRequires Bachelors Degree in Mechanical Engineering or related field and at 加ast 5 years experience in mechanical engineering. Ability to research laws and apply them to company operational techniques a must

23、.Background in a union environment a plus for all positions. We orfer a competitive salary and benefits package. If qualified, please send/fax/ email resume to: USSC, HR Dept” P，O Box 1207, Clewls- ton, FL 33440. Fax: (863) 902- 2889, email: mmaturana ussugarxom. EOE.Chapter 1What are the major fact

24、ors leading to the resurgence of interest in OM today?With the expanding objectives of productive systems combined with increased applications to services and increased efficiency of Japanese producers, there is increased interest in nuts and bolts issues.5. Explain the difference, from an operation

25、s management perspective, between cost minimization and value maximization.Cost minimization implies an operational and financially based focus to company systems. This reflects a traditional managerial control orientation. Value maximization, on the other hand, refers to a customer-based view of op

26、erations. With value maximization, only tasks are performed throughout the value chain that add value for the customer. This has the effect of reducing cost while simultaneously improving organizational effectiveness. The difference, from an operations perspective is one of control orientation versu

27、s customer orientation.6. Using Exhibit 1.3 as a model, describe the input-transformation-output relationships found in the following systems:a. An airlineInputs: passengersComponents: planes, crews, equipment, terminalsPrimary functions: transportationOutput: satisfied, safe customersb. A state pen

28、itentiaryInputs: criminalsComponents: legal system, physical plant (prison), guards and support staffPrimary functions: segregation of prisoners from society, punishment, and rehabilitation Output: reformed society membersc. A branch bankInputs: customersComponents: tellers, bank officers, teller wi

29、ndows, systemsPrimary functions: deposit and withdrawal handling, loan initiation, storing money and valuablesOutput: satisfied customers, positive return on loan ratiosd. A bakeryInputs: flour and other foodstuffsComponents: bakers, ovens, pansPrimary functions: food preparation and packagingOutput

30、: baked goods to satisfy customere. A clothing manufacturerInputs: material, threadComponents: sewing machines, seamstresses, patternsPrimary functions: making clothing according to specificationsOutput: delivery to satisfied customersf. A dry cleanerInputs: dirty clothes, cleaning suppliesComponent

31、s: workers, washing machines, ironing machinesPrimary functions: cleaning clothesOutput: clean clothes to customersg. An automobile assembly lineInputs: component partsComponents: workers, assembly line with associated toolingPrimary functions: assemble automobileOutput: finished automobileh. An acc

32、ounting firmInputs: receipts, and other accounting materialComponents: accountants, computersPrimary functions: analyzing accounting information, conducting audits, preparing tax formsOutput: delivering information and finished forms to customersWhat do we mean by the expression value chain, as it a

33、pplies to the transformation process of a good or service?The term “value chain is borrowed from Michael Porter of Harvard University. Value chain refers to that set of activities occurring from supplier to transformation process to customer. This view ties all processes together in a customer-orien

34、ted fashion to provide a basis for value analysis and maximization. Thus, the members of the transformation process build closer relationships with both suppliers and customers (and also reduce waste).7. Identify a product that is 100 percent goods without any service component. Identify a product t

35、hat is 100 percent service without any goods component.Commodity type products would be an example of products without any service components, including nuts and bolts. A barber would be an example of a 100% service.8. Speculate on the future role of the OM function within an organization and the fu

36、ture role of the operations manager.OM appears to be integrating itself throughout the organization, and utilizing information systems to a greater extent. Therefore, future operations managers will be more concerned about the interfaces between function areas, and the use of information and information technology for decision making.