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Operations Management CHAPTER 1
The document discusses operations management (OM), defined as the science and art of ensuring successful creation and delivery of goods and services. It outlines the significance of studying OM as it integrates various business functions, enhances productivity, and is essential in diverse industries. Additionally, it differentiates between goods and services, their characteristics, and traces the history and evolution of OM through key eras and concepts.
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Operations Management CHAPTER 1
- 1. Operations management MARÍAGONZÁLEZ BLÁZQUEZ ÁLVARO TERRY ÁLVAREZ FELISA DEL VIEJO NÚÑEZ
- 2. Index Whatis Operations Management? Why Study OM? What Operations Managers Do? Organizing to Produce Goods and Services • Goods .Definition and characteristics • Services. Definition and characteristics The Heritage of OM Operations as a Service
- 3. What is OperationsManagement? OM is defined as: “The Science and the Art of ensuring that goods and services are created and delivered successfully to customers”
- 4. What is OperationsManagement? Deals with : The design and management of products processes services supply chains It considers the acquisition, development, and utilization of resources that firms need to deliver the goods and services their clients want.
- 5. Why Study OM? OM is an integrative body of knowledge; whose skills are needed in industries as diverse as health care, education, telecommunications, lodging, food service, banking, consulting and manufacturing
- 6. Why Study OM? OM is one of the three major functions of any organization, and its integrally related to all the other business functions. We study OM because we want to know how goods and services are produce. We study OM to understand what operations managers do. We study OM because it is such a costly part of an organization.
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- 8. What Op. ManagersDo? Key activities; Helping organizations to do more with less Exploiting technology to improve productivity Building quality into goods, services, and processes Determining Schedules Creating a high-performance workplace Continually learning and adapting the organization to global and environmental changes
- 9. Organizing to ProduceGoods and Services A Good is a physical product that you can see, touch, or possible consume Durable Goods --> >= 3 years Non-Durable --> <3 years A Service is any primary or complementary activity
- 10. Characteristics of goods Tangible product Production usually separate from consumption Can be inventoried Low customer interaction
- 11. Characteristics of services Intangible product Produced & consumed at same time Often unique High customer interaction Often knowledge-based
- 12. What is aservice and a good? 1. “If you drop it on your foot, it won´t hurt you” GOOD OR SERVICE? 2. “Services never include goods and goods never include services” 1. TRUE OR FALSE 3.
- 13. GOODS SERVICES 1.Can be resold 2. Can be inventoried 3. some aspects of quality measurable 4. Selling is distinct from production 5. Transportable 6. Often easy to automate 1. Reselling unsual 2. Difficult to inventory 3. Qualify dificult to measure 4. Selling is part of service 5. Provider, not product, is transportable 6. Often difficult to automate
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- 15. The Heritage ofOM Industrial revolution Division of Labor , Adam Smith Scientific Management Moving Assembly Line , Henry Ford Human Relations Motivation theories Management Science Linear Programming, George Dantzig Quality revolution JIT and TQM Globalization EU Information Age/Internet revolution www, ERP , E-commerce, supply chain management 1776 1913 1940’s-60’s 1947 1970 1970’s-80’s 1990’s
- 16. Five eras ofoperation management
- 17. Operations as aService Repair and Maintenance Government Food and Clothing Transportation Insurance Financial Education Legal Medical Other Professional Occupation
- 18. BUT.. Goods containsservices & services contain goods
- 19. Example “ifa person goes to a restaurant that offers food, the food would become the good, while the ambience or the waiter’s service will become service”
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