วั�นที่�� 26 มิถุ�นายน 2555
กลย�ที่ธ์�กระบวันการผลต
•กระบวันการแปลงสภาพ – ธ์�รกจ บรการและการผลต–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�งผลต ควับค�มิต!นที่�น ลดก�าล�งผลต / เลก
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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