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•กระบวันการแปลงสภาพ – ธ์�รก�จิ บร�การและการผล�ต–Process technology–Process strategy–Product-Process matrix

The Operations Management System

Outputs• Goods• Services

External environment

Customer or client participation

Operations and processes

Information on performance

5

1

2

3

4

Inputs• Workers• Managers• Equipment• Facilities• Materials• Services• Land• Energy

Operations Examples

Goods Producing ,Farming, mining, construction

manufacturing, power generation

Storage/Transportation Warehousing, trucking, mail

service, moving, taxis, buses,

hotels, airlines

Exchange Retailing, wholesaling, banking,

renting, leasing, library, loans

Entertainment Films, radio and television,

concerts, recording

Communication Newspapers, radio and television

newscasts, telephone, satellites

Inputs Processing Outputs

Raw Vegetables Cleaning

Canned vegetables

Metal Sheets Making cans

Water Cutting

Energy Cooking

Labour Packing

Building Labeling

Equipment

Inputs Processing Outputs

Doctors, nurses Examination

Healthy patients

Hospital Surgery

Medical Supplies Monitoring

Equipment Medication

Laboratories Therapy

CharacteristicOutput

Customer contact

Uniformity of input

Labour content

Uniformity of output

Measurement of productivity

ManufacturingTangible

Low

High

Low

High

Easy

High

ServiceIntangible

High

Low

High

Low

Difficult

LowOpportunity to correctquality problemsHigh

Pure goods P ure services Crude oil production

Motor vehicle Machine tool manufacture

Laying or installing a carpet Fast food restaurant

Restaurant meal Motor vehicle repair Computer support services

Hospital care Management consultancy

Counselling

Tangible

Hi-tech

Act

Hi-touch

Process Technology and Process Design

Process Technology (CIM)CAD CAM NC Robot

FMS Process ( Flow ) Design

Process Analysis

Standard sandwich process

Raw Materials Assembly Stored

SandwichesMove to Outlets

Stored Sandwiches Sell

Take Payment

Customer Request

Raw Materials

Assembly Take Payment

Customer Request

Customized sandwich process

Flow Diagrams

* = Points critical to the success of the service † = Points at which failure is most often experienced

Service visible to customer

Service not visible to customer

Customer drops off

car

Mechanic makes

diagnosis*

Discuss needed

work with customer*

Customer departs with car

Collect payment

Notify customer

Checkparts

availability†

Perform work†

Parts available

Order parts

Inspect/ test and repair

Perform corrected

work

Corrective work necessary

Repair not authorized

Repair complete

Parts not available

Repair authorized

Process Planning

• Make-or-buy decisions

• Process selection

• Specific equipment selection

• Process plans

• Process analysis

Make-Or-Buy Decisions

1. Cost

2. Capacity

3. Quality

4. Speed

5. Reliability

6. Expertise

Types of Processes

• Projects

• Batch production

• Mass production

• Continuous production

Processes & Technology

• Project–one-time production of product to customer order

• Batch production–process many jobs at same time in batch

• Mass production–produce large volumes of standard product for mass market

• Continuous processes–very high volume commodity product

Project Batch Mass Continuous

Product Unique Made to order Made to stock Commodity

Customer Singly Few individuals Mass market Mass market

Demand Infrequent Fluctuates Stable Very stable

Volume Very low Low to med High Very high

Variety Infinite Many, high Low Very low

System Long-term Intermittent Flow lines Process industry

Equipment Varied General-purp. Special-purp. Highly automated

Type of work Contracts Fabrication Assembly Mix, treat, refine

Skills Experts Wide range Limited range Equipment

craftspeople monitors

Advantages Custom work Flexibility Efficiency Highly efficient

quality sped, low cost large capacity

Disadv. Nonrepeating Costly, slow Capital invest. Difficult to change

Example Construction Printing, bakery Autos, TV’s Paint, oil, food

Products & Services

• Make-to-order–made to customer specifications after order received

• Make-to-stock–made in anticipation of demand

• Assemble-to-order–add options according to customer specification

Product-Process MatrixV

olu

me

LowLow High

High

Projects

Batchproduction

Massproduction

Continuousproduction

Standardization

Product-Process MatrixL

abo

r In

ten

sity

Low

LowHigh

High

Professional Service

ServiceShop

MassService

ServiceFactory

Customization

Revenues

IntroductionGrowth DeclineMaturity

R&D ขยายก�าล�งผล�ต ควับค�มต"นที่�น ลดก�าล�งผล�ต / เล�ก

Innovation Product development Market expansion Me-too

Project Job shop Batch mass Assembly continuous

Make to Order Make to stockAssembly to orderAssembly to stock

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