Embed Size (px)
Citation preview
Adeng Pustikaningsih, M.Si.
Dosen Jurusan Pendidikan Akuntansi
Fakultas Ekonomi
Universitas Negeri Yogyakarta
CP: 08 222 180 1695
Email : [email protected]
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-2
Operations
Management
Design of Goods and Services
Chapter 5
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-3
Outline Global Company Profile: Regal Marine
Goods and Services Selection Product Strategy Options Support Competitive
Advantage
Generation of New Product Opportunities
Product Life Cycles
Life Cycle and Strategy
Product-by-value Analysis
Product Development Product Development System
Quality Function Deployment (QFD)
Organizing for Product Development
Manufacturability and Value Engineering
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-4
Outline - continued Issues for Product Design
Robust Design
Modular Design
Computer-Aided Design (CAD)
Value Analysis
Environmentally Friendly Design
Time-Based Competition Purchase of Technology by Acquiring Firm
Joint Ventures
Alliances
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-5
Outline - continued Defining the Product
Make-or-buy Decisions
Group Technology
Documents for Production
Service Design Documents for Service
Application of Decision Trees to Product Design
Transition to Production
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-6
Learning Objectives When you complete this chapter, you should
be able to :
Identify or Define: Product life cycle
Product development team
Manufacturabililty and value engineering
Robust design
Time-based competition Modular design Computer aided design Value analysis Group technology Configuration management
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-7
Learning Objectives
continued
When you complete this chapter, you should be able to:
Explain:
Alliances
Concurrent engineering
Product-by-value analysis
Product documentation
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-8
Regal Marine
Global market
3-dimensional CAD
reduced product development time
reduced problems with tooling
reduced problems in production
Assembly line
JIT
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-9
As Engineering
designed it.
© 1984-1994 T/Maker Co.
As Operations made it.
© 1984-1994 T/Maker Co.
As Marketing
interpreted it.
© 1984-1994 T/Maker Co.
As the customer
wanted it.
© 1984-1994 T/Maker Co.
Humor in Product Design
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-10
Need-satisfying offering of an organization
Example
P&G does not sell laundry detergent
P&G sells the benefit of clean clothes
Customers buy satisfaction, not parts
May be a good or a service
What is a Product?
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-11
Product Strategy Options
Product differentiation
Low cost
Rapid response
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-12
Generation of New Product Opportunities
Economic change
Sociological and demographic change
Technological change
Political/legal change
Changes in market practice professional standards suppliers and distributors
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-13
Product
Product
Idea Package
Physical
Good Features
Quality
Level
Service
(Warranty)
Brand
(Name)
Product Components
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-14
Product Life Cycle
Introduction
Growth
Maturity
Decline
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-15
Product Life Cycle Introduction
Fine tuning
research
product development
process modification and enhancement
supplier development
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-16
Product Life Cycle Growth
Product design begins to stabilize
Effective forecasting of capacity becomes
necessary
Adding or enhancing capacity may be
necessary
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-17
Product Life Cycle Maturity
Competitors now established
High volume, innovative production may be
needed
Improved cost control, reduction in options,
paring down of product line
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-18
Product Life Cycle Decline
Unless product makes a special contribution,
must plan to terminate offering
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-19
Product Life Cycle, Sales, Cost, and Profit
Sal
es,
Co
st &
Pro
fit
.
Introduction Maturity Decline Growth
Cost of
Development
& Manufacture Sales Revenue
Time
Cash flow Loss
Profit
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-20
0%
10%
20%
30%
40%
50%
Position of Firm in Its
Industry
Industry Leader
Top Third
Middle Third
Bottom Third
Percent of Sales From New Product
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-21
Products in Various Stages of Life Cycle
Growth Decline
Time
Sales
Virtual
Reality
Roller
Blades
Jet Ski
Boeing
727
Introduction Maturity
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-22
Few Successes
0
500
1000
1500
2000
Development Stage
Number
1000
Market requirement
Design review,
Testing, Introduction
25
Ideas
1750
Product specification
100
Functional
specifications
One
success!
500
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-23
Product-by-Value Analysis
Lists products in descending order of their
individual dollar contribution to the firm.
Helps management evaluate alternative
strategies.
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-24
Product Development Stages
Idea generation Assessment of firm‟s ability to carry out Customer Requirements Functional Specification Product Specifications Design Review Test Market Introduction to Market Evaluation
Sco
pe
of
pro
du
ct d
evel
op
men
t te
am
Scope of design for
manufacturability and
value engineering teams
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-25
Quality Function Deployment
Identify customer wants
Identify how the good/service will satisfy
customer wants
Relate customer wants to product hows
Identify relationships between the firm‟s
hows
Develop importance ratings
Evaluate competing products
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-26
Figure 5.5
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-27
Idea Generation Stage
Provides basis for entry into market
Sources of ideas
Market need (60-80%); engineering & operations (20%);
technology; competitors; inventions; employees
Follows from marketing strategy
Identifies, defines, & selects best market opportunities
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-28
House of Quality
Customer
Requirements
Product
Characteristics
Customer Requirements Stage
Identifies & positions key product benefits
Stated in core benefits proposition (CBP)
Example: Long lasting with more power
(Sears’ Die Hard Battery)
Identifies detailed list of product attributes desired by customer Focus groups or
1-on-1 interviews
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-29
House of Quality
Customer
Requirements
Product
Characteristics
Functional Specification Stage
Defines product in terms of how the
product would meet desired
attributes
Identifies product‟s engineering
characteristics
Example: printer noise (dB)
Prioritizes engineering
characteristics
May rate product compared
to competitors‟
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-30
Determines how product will be made
Gives product‟s physical specifications
Example: Dimensions, material etc.
Defined by engineering
drawing
Done often on computer
Computer-Aided
Design (CAD)
House of Quality
Product
Characteristics
Component
Specifications
Product Specification Stage
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-31
Quality Function Deployment
Product design process using cross-functional teams Marketing, engineering, manufacturing
Translates customer preferences into specific product characteristics
Involves creating 4 tabular „Matrices‟ or „Houses‟ Breakdown product design into increasing levels of
detail
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-32
To Build House of Quality
Identify customer wants
Identify how the good/service will satisfy customer wants.
Relate the customer‟s wants to the product‟s hows.
Identify relationships between the firm‟s hows.
Develop importance ratings
Evaluate competing products
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-33
House of Quality Sequence
Design Characteristics
Quality Plan
Production Process
Specific Components
Des
ign
Cha
ract
eris
tics
Spe
cific
C
ompo
nent
s
Pro
duct
ion
Pro
cess
Cus
tom
er
Req
uire
men
ts
House
2
House
1
House
3
House
4
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-34
You‟ve been assigned
temporarily to a QFD team.
The goal of the team is to
develop a new camera
design. Build a House of
Quality.
© 1984-1994 T/Maker Co.
House of Quality Example
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-35
High relationship Medium relationship Low Relationship
Customer Requirements
Customer Importance
Target Values
House of Quality Example
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-36
House of Quality Example
High relationship Medium relationship Low Relationship
Customer Requirements
Customer Importance
Target Values
Light weight
Easy to use
Reliable
What the customer desires
(‘wall’)
Aluminum
Parts
Auto
Focus
Auto
Exposure
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-37
House of Quality Example
High relationship Medium relationship Low Relationship
Customer Requirements
Customer Importance
Target Values
Light weight
Easy to use
Reliable
Aluminum
Parts
Auto
Focus
Auto
Exposure
3
1
2
Average customer
importance rating
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-38
House of Quality Example
High relationship Medium relationship Low Relationship
Customer Requirements
Customer Importance
Target Values
Light weight
Easy to use
Reliable
Aluminum
Parts
Auto
Focus
Auto
Exposure
3
2
1
Relationship between
customer attributes &
engineering characteristics
(‘rooms’)
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-39
House of Quality Example
High relationship Medium relationship Low Relationship
Customer Requirements
Customer Importance
Target Values
Light weight
Easy to use
Reliable
Aluminum
Parts
Auto
Focus
Auto
Exposure
3
2
1 5 1 1
Target values for engineering
characteristics (‘basement’);
key output
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-40
House of Quality Example
High relationship Medium relationship Low Relationship
Customer Requirements
Customer Importance
Target Values
Light weight
Easy to use
Reliable
Aluminum
Parts
Auto
Focus
Auto
Exposure
3
2
1 5 1 1
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-41
Manufacturability and Value Engineering
Benefits:
reduced complexity of products
additional standardization of products
improved functional aspects of product
improved job design and job safety
improved maintainability of the product
robust design
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-42
Cost Reduction of a Bracket via Value Engineering
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-43
Issues for Product Development
Robust design
Time-based competition
Modular design
Computer-aided design
Value analysis
Environmentally friendly design
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-44
Robust Design
Product is designed so that small variations
in production or assembly do not adversely
affect the product
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-45
Modular Design
Products designed in easily segmented
components.
Adds flexibility to both production and
marketing
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-46
Designing products at
a computer terminal or
work station
Design engineer
develops rough
sketch of product
Uses computer to
draw product
Often used with CAM © 1995 Corel Corp.
Computer Aided Design (CAD)
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-47
Shorter design time
Database availability
New capabilities
Example: Focus more on product ideas
Improved product quality
Reduced production costs
Benefits of CAD/CAM
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-48
Value Analysis
Focuses on design improvement during
production
Seeks improvements leading either to a
better product or a product which can be
more economically produced.
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-49
Environmentally Sound Strategy
Benefits
Safe and environmentally sound products
Minimum raw material and energy waste
Product differentiation
Environmental liability reduction
Cost effective compliance with environmental
regulations
Recognition as good corporate citizen
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-50
Environmentally Friendly Design
Make products recyclable
Use recycled materials
Use less harmful ingredients
Use lighter components
Use less energy
Use less material
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-51
Time-based Competition
Product life cycles are becoming shorter.
Faster developers of new products gain on
slower developers and obtain a competitive
advantage
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-52
Figure 5.6
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-53
Engineering drawing
Shows dimensions, tolerances, &
materials
Shows codes for Group Technology
Bill of Material
Lists components, quantities &
where used
Shows product structure
© 1984-1994 T/Maker Co.
Product Documents
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-54
Monterey Jack (a) U.S. grade AA. Monterey cheese shall conform to the following
requirements:
(1)Flavor. Is fine and highly pleasing, free from undesirable flavors and
odors. May possess a very slight acid or feed flavor.
(2)Body and texture. A plug drawn from the cheese shall be reasonably
firm. It shall have numerous small mechanical openings evenly
distributed throughout the plug. It shall not possess sweet holes,
yeast holes, or other gas holes
(3)Color. Shall have a natural, uniform, bright and attractive
appearance.
(4)Finish and appearance - bandaged and paraffin-dipped. The rind
shall be sound, firm, and smooth providing a good protection to the
cheese Code of Federal Regulation, Parts
53 to 109,. Revised as of Jan. 1,
1985, General Service
Administration
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-55
1-5/8
13/163/8
13/16
13/16
diameter
13/32
diameter1/4 R
12-1/2
5/16
2-1/4
45°
BracketScale: FULL
Drawn: J. Thomas A- 435-038
Engineering Drawing Example
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-56
Engineering Drawings - Show Dimensions, Tolerances, etc.
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-57
Bill of Material
P/N: 1000 Name: Bicycle
P/N Desc Qty Units Level
1001 Handle Bars 1 Each 1
1002 Frame Assy 1 Each 1 1003 Wheels 2 Each 2 1004 Frame 1 Each 2
© 1995 Corel Corp.
Bill of Material Example
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-58
Examples of Bills of Materials
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-59
Make-or-Buy Decisions
Decide whether or not you want (or need) to
produce an item
May be able to purchase the item as a
“standard item” from another manufacturer
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-60
Parts grouped into families
Similar, more standardized parts
Uses coding system
Describes processing & physical
characteristics
Part families produced
in manufacturing cells
Mini-assembly lines
© 1984-1994 T/Maker Co.
Group Technology Characteristics
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-61
112mm
60mm
4mm x 45° chamfer
80mm Product Code:
1 5 3 1
Part function (round rod)
Material (steel)
Max. length (50 < L < 150)
Primary machine (lathe)
Round Rod
Group Technology Code Example
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-62
Group Technology Schemes
Enable Grouping of Parts
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-63
Improved product design
Reduced purchases
Reduced work-in-process inventory
Improved routing & machine loading
Reduced setup & production times
Simplified production planning & control
Simplified maintenance
Group Technology Benefits
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-64
Production Documents
Assembly Drawings
Assembly chart
Route sheet
Work order
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-65
Shows exploded view of product
Head Neck
Handle
End
Cap
© 1984-1994 T/Maker Co.
Assembly Drawing
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-66
1
2
3
SA1 A1
A2
Tuna Fish
Mayonaise
Bread
Tuna
Assy
FG
Sandwich
Assembly Chart for A Tuna Sandwich
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-67
Assembly Drawing and Assembly Chart
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-68
Route Sheet
Lists all operations
Route Sheet for BracketSequence Machine Operation Setup
Time
Operation
Time/Unit
1 Shear # 3 Shear to
length
5 .030
2 Shear # 3 Shear 45°
corners
8 .050
3 Drill
press
Drill both
holes
15 3.000
4 Brake
press
Bend 90° 10 .025
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-69
Work Order
© 1984-1994 T/Maker Co.
Authorizes producing a given item, usually to a schedule
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-70
Engineering Change Notice (ECN)
A correction or modification of an
engineering drawing or bill of material
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-71
Configuration Management
A system by which a product‟s planned and
changing components are accurately
identified and for which control and
accountability of change are maintained
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-72
Service Design -
Nature of Customer Participation
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-73
Improving Customer Relations at a Drive-up Window
Be especially discreet when talking with customer through the
microphone
Provide written instructions for customers who must fill out
forms you provide
Mark lines to be completed or attach a note with instructions
Always say ”please” and “thank you”
Establish eye contact with the customer if the distance allows it
If the transaction requires that the customer park the car and
come into the lobby, apologize for the inconvenience.
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-74
Moment-of-Truth at GTE Experience Detractors
I had to call more than once to
get through.
A recording spoke to me rather
than a person
While on hold, I get silence,and
wonder if I am disconnected.
The operator sounded like he
was reading a form routine
questions.
The operator sounded
uninterested
I felt the operator rushed me.
Standard Expectations
Only one local number needs to
be dialed
I never get a busy signal
I get a human being to answer
my call quickly and he or she is
pleasant and responsive to my
problem
A timely resolution to my
problem is offered
The operator is able to explain
to me what I can expect to take
place
Experience Enhancers
The operator was
sincerely concerned and
apologetic about my
problem
He asked intelligent
questions that allowed
me to feel confident in
his abilities
The operator offered
various times to have
work done, to suit my
schedule
Ways to avoid future
problems were
suggested
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-75
Application of Decision Trees to
Product Design Particularly useful when there are a series of
decisions and outcomes which lead to other
decisions and outcomes.
Considerations: Include all possible alternatives and states of nature -
including “doing nothing”
Enter payoffs at end of branch
Approach determining expected values by “pruning”
tree
PowerPoint presentation to accompany Operations
Management, 6E (Heizer & Render)
© 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-76
Transition to Production
First issue: knowing when to move to
production!
Second: must view product development as
evolutionary, not responsibility of single
individual/department
Third: expect to need a trial production
period to work the bugs out
Fourth: recognize that responsibility must
also transition
