Manufacturing and Service Delivery Process

15,143 views
14,595 views

Published on

Basic understanding of the process of service delivery and manufacturing!

Published in: Business, Technology
0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
15,143
On SlideShare
0
From Embeds
0
Number of Embeds
59
Actions
Shares
0
Downloads
340
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide

Manufacturing and Service Delivery Process

  1. 1. Manufacturing and Service Delivery Process<br />By: Ot Chan Dy, BE & Msc.<br />Management Institute of Cambodia<br />1<br />
  2. 2. After finish this chapter you will be able to<br />Define what are the four block of heart of manufacturing and service delivery process<br />Describe stages of manufacturing process<br />Differentiate one firm’s service to another using activities sequences<br />Describe the five process characteristic and their interrelationship<br />2<br />
  3. 3. Content<br />Production and Service Delivery Process<br />Stages of manufacturing<br />Service delivery process<br />Process characteristic<br />3<br />
  4. 4. Production and Service Delivery<br />Manufacturing and service delivery processes are diverse, but at their heart contain 4 basic elements:<br />4<br />
  5. 5. Production and Service Delivery<br />Manufacturing and service delivery processes are diverse, but at their heart contain 4 basic elements:<br />Inputs: inputs are either consumed or transformed by process.<br />Automakers require sheet steel<br />Airlines require fuel<br />Hospital require medical supplies and energy<br />Schools need students<br />News services need content (wire stories, photo, video)<br />etc. <br />5<br />
  6. 6. Production and Service Delivery<br />Manufacturing and service delivery processes are diverse, but at their heart contain 4 basic elements:<br />Outputs: outputs are the end of product of the process (or service performed by the processes).<br />Completed car<br />Transported passenger<br />The cured patient<br />The educated student<br />The completed news story<br />6<br />
  7. 7. Production and Service Delivery<br />Manufacturing and service delivery processes are diverse, but at their heart contain 4 basic elements:<br />Resources: resources are the means by which inputs are converted into outputs. Resources include asset such as<br />Auto plant<br />The airport gates<br />Specialized knowledge of physician<br />The classrooms<br />The network of local reporter<br />7<br />
  8. 8. Production and Service Delivery<br />Manufacturing and service delivery processes are diverse, but at their heart contain 4 basic elements:<br />Activities: activities involve a specific use of resources to help convert inputs into outputs.<br />Bolting bumper onto a car<br />Loading an airplane with passengers<br />Performing an operation<br />Teaching a class<br />Dispatching a reporter to cover an election<br />8<br />
  9. 9. Production and Service Delivery<br />When analyzing a firm’s operation:<br /><ul><li>What exactly are the inputs to the processes?
  10. 10. What are the outputs?
  11. 11. What resources does the firm use or have available to it?
  12. 12. Which activities does it perform or not perform?</li></ul>At its core, operation management is about managing this four components.<br />9<br />
  13. 13. Content<br />Production and Service Delivery Process<br />Stages of manufacturing<br />Service delivery process<br />Process characteristic<br />10<br />
  14. 14. Stages of manufacturing process<br />Procurement:<br />Procurement is the act of acquiring the basic inputs require to manufacture a product or provide service<br />Procurement activities may involve:<br /><ul><li>Securing mineral rights and leases for natural resources
  15. 15. Developing suppliers networks
  16. 16. Overseeing the component design of one’s suppliers activities
  17. 17. Certifying suppliers quality
  18. 18. Coordinating inbound logistic</li></ul>11<br />
  19. 19. Stages of manufacturing process<br />Fabrication:<br />Fabrication is refers to the basic processes used to form parts, components and minerals required in later stages of production. <br />Fabrication processes include:<br /><ul><li>Molding plastic parts from resin
  20. 20. Stamping automobile body panels from sheet metal
  21. 21. Die casting aluminum valve covers
  22. 22. Weaving and dying fabric
  23. 23. Extruding molten steel into bars or rods</li></ul>12<br />
  24. 24. Stages of manufacturing process<br />Assembly:<br />Assembly is a process of putting together components to produce more complex intermediate components (called subassemblies) or to produce final product (called final assembly).<br />It is different from fabrication, an assembly process does not alter the form of incoming parts.<br />13<br />
  25. 25. Stages of manufacturing process<br />Testing:<br />Testing of some sort is usually part of any manufacturing process. It can be done at final product or any stages of process.<br />In some industries, testing is the most time consuming:<br />Semiconductor<br />Military electronic parts often require “burning” test<br />Pharmaceutical companies must test and verify each batch (lot) of drug produced<br />14<br />
  26. 26. Stages of manufacturing process<br />Packaging & Distribution:<br />Packaging involves placing products into boxes, bottles, cans, pallets or other containers for delivery to customers.<br />Packaging process is critical to some of these products:<br />Household cleaner<br />Cosmetics<br />Food products<br />For example:<br />Beer industry, packaging operation is the core of production process<br />15<br />
  27. 27. Stages of manufacturing process<br />Packaging & Distribution:<br />Distribution is the shipment of final products to firm’s customer. It is the final stage of manufacturing process. <br />It is involving: <br /><ul><li>processing of customer orders
  28. 28. managing distribution centers
  29. 29. controlling inventories
  30. 30. picking and assembling orders for shipment
  31. 31. selecting shipment modes
  32. 32. routing and scheduling trucks
  33. 33. handling of return flow of products and packaging waste (reverse logistic) </li></ul>16<br />
  34. 34. Stages of manufacturing process<br />17<br />
  35. 35. Stages of manufacturing process<br />Packaging & Distribution:<br />Some firms choose to outsource many of these distribution activities either by selling only to large wholesalers or by subcontracting distribution to third party.<br />For grocery store chains and other retailing businesses, it is the vital and central activity.<br />18<br />
  36. 36. Content<br />Production and Service Delivery Process<br />Stages of manufacturing<br />Service delivery process<br />Process characteristic<br />19<br />
  37. 37. Service Delivery Process<br />Most important feature of service operations are:<br />Output or service offering – what it is offering?<br />Delivery process – how it is deliver?<br />20<br />
  38. 38. Service Delivery Process<br />Exercise # 1: Car repairing!<br />Exercise # 2: Air travel from Phnom Penh – Kuala Lumpur<br />Instruction: <br />Split into two group<br />Discuss and describe the sequence of service delivery process of each case above (both of each group)<br />Present the result on flipchart<br />21<br />
  39. 39. Service Delivery Process<br />22<br />What make different <br />From one airline or car<br />Repair shop’s service<br />To another?<br />
  40. 40. Content<br />Production and Service Delivery Process<br />Stages of manufacturing<br />Service delivery process<br />Process characteristic<br />23<br />
  41. 41. Process Characteristics<br />Efficiency<br />Efficiency, in simplest term, is a measure of how much input is require to generate a unit of output.<br />The input/output ratio<br />24<br />
  42. 42. Process Characteristics<br />Capacity<br />Capacity is a measure the maximum output a process is capable of sustaining.<br />It is usually express as rate, i.e. # parts per hour a machine can produce, # of kilowatts per hour an electric plant can provide, or number of passengers per trip a plane can transport.<br />25<br />
  43. 43. Process Characteristics<br />Quality<br />Quality refers to a broad range of characteristics that are often difficult to precisely define, measure, and control.<br />A basic definition: it is measure of conformance with a product’s design standards.<br />Poor quality can significantly affect production costs, due to scrap, rework and warranty costs.<br />It is also affect both the price customers are willing to pay and loyalty.<br />26<br />
  44. 44. Process Characteristics<br />Throughput time<br />Throughput time refers to time it takes to provide a product or service.<br />Most customers value speed service and fast delivery times and many are willing to pay a premium to firms that provide speed.<br /> Example:<br />Throughput time of car maker is from start to end a car body pass through the plant<br />On line retailer throughput time is time between order to arrival<br />Transportation throughput time is time moving from point A to point B<br />27<br />
  45. 45. Process Characteristics<br />Flexibility<br />A process is said to be Flexible if operating cost and performance is not adversely affected by changes in the outputs it produces. <br />The two main dimensions are:<br />Volume flexibility: refers to ability to change its output rate without having significant effects on other characteristic such as efficiency, quality, and throughput time.<br />Product mix flexibility : refers to the ability to switch to production among a range of products or services without detrimental impact on operating cost and performance.<br />28<br />
  46. 46. Process Characteristics<br />The interrelationship of process characteristic<br />29<br />
  47. 47. Thank you<br />30<br />Q & A<br />

×