Operation Mgt

Process Analysis Steps: 1. Identify opportunity 2. Define Scope 3. Document Process 4. Evaluate Performance 5. Redesign Process 6. Implement Changes

Documenting the Process (List inputs, suppliers, outputs, customers): Process Charts- organized way to document all the activities performed

Flowchart – A tool to trace the flow of information, customers, equipment and materials through the various steps of a process.

Swim Lane Flowchart – A visual representation that groups functional areas responsible for different sub-processes into lanes.

Service Blueprint – A special flowchart of a service process that shows which steps have high customer contact.

Work Measurement Techniques - O Time Study (selecting element-timing element-Determine sample size-Setting final standard or normal time)

OElemental Standard Data approach OPredetermined Data Approach OWork Sampling Method

O Learning Curve Analysis Normal time = Average Time * Rating Factor (RF) Standard Time = Normal Time + Standard time * Allowance

Activities are typically organized into five categories: Operation, l Transportation, Æ Inspection, n Delay, » Storage, q

Data Analysis Tools Checklists Histograms and bar charts Pareto charts Scatter diagrams Cause-and-effect diagrams (Fishbone) Graphs

Redesigning the Process through Generating Ideas: Questioning and Brainstorming : Ideas can be uncovered by asking six questions What is being done? When is it being done? Who is doing it? Where is it being done? How is it being done? How well does it do on the various metrics of importance?

Benchmarking : Four basic steps Step 1. Planning Step 2. Analysis Step 3. Integration Step 4. Action

Managing and Implementing Processes: Seven common mistakes: O Not connecting with strategic issues O Not involving the right people in the right way

O Not giving the design teams and process...