Introduction to Operations Management - Belk College Of Business

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20 Νοε 2013 (πριν από 3 χρόνια και 8 μήνες)

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1

Operations Management

Moutaz

Khouja


Business Information Systems and Operations Management Department

The Belk College of Business Administration

The University of North Carolina at Charlotte

Charlotte, NC 28223

Ph: (704) 687
-
7653, Fax: (704) 687
-
6330


mjkhouja@uncc.edu


http://www.belkcollege.uncc.edu/mjkhouja/


2

Outline


Introductions


Name cards


Brief bios


Suggested info (optional)


University history


Job history


Family and/or friends


Hobbies


3

Brief bio


BSME, MBA, PhD Operations Management


Married to Lisa Smith for 18 years, three cats.


Teaching


Operations Management, MBA, Undergraduate (UG)


Quantitative Analysis and Business Statistics, MBA


Service Operations Management, UG


Production Planning and Control, UG


Research and Consulting


Inventory Management


Supply Chain Management


Pricing


Applications of Artificial Intelligence to Operations Management


Cooking, reading


Very happy to be in Hong Kong.



Intro to Operations Management
-

Chap 1

4

What is operations management?


Operations management (OM) is defined is defined as the
design, operation, and improvement of the systems that create
and deliver the firm’s primary products and services


OM is management of
processes

that produce and distribute
products and/or services to customers.


OM objective is make sure that the processes work
effectively

and
efficiently
.


What is the difference between effectiveness and efficiency?


Efficiency: producing something at the lowest possible cost


Effectiveness: doing the right things to create the most
value

for
the firm


What is
value?


quality divided by price


5

Typical Operations Decisions and Their
Hierarchy

Strategic level

Broad scope, long term


Operational level

Narrow scope, short term


Tactical level

Moderate scope, medium term

6


Physical
--
manufacturing


Locational
--
transportation


Exchange
--
retailing


Storage
--
warehousing


Physiological
--
health care


Informational
--
telecommunications


Transformations

7

Transformation Processes


Inputs

Use resources


Outputs

8

What is a Service and What is a Good?


Classic view:


Physical output (tangible) of process


Good


If you drop it on your foot, it may hurt you


Intangible process


Service


If you drop it on your foot, it won’t hurt you


McDonald’s is in Service or Manufacturing sector?




Every organization is in the service business, T or F?


9

OM in the
Organization
Chart

10

Core Services


Core services

are
the
basic

things that
customers (internal or external) want from
products they purchase (quality, on time
delivery, price (cost), etc.)


Somewhat easier to emulate or copy



Operations

Management


Flexibility


Quality


Speed


Price (or cost

Reduction)

Performance Objectives

11

Value Added Services


Value
-
added services

differentiate the
organization from competitors and build
relationships that bind customers to the
firm in a positive way (sales and field
support, problem solving, etc.)


Significantly more difficult to copy and
implement

Operations

Management

Information


Problem


Solving


Sales Support


Field Support

Value
-
Added Service Categories