operations management - GBV

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OPERATIONS MANAGEMENT Second Edition

Andrew Greasley

©WILEY A John Wiley and Sons, Ltd, Publication

CONTENTS About the Author Preface Acknowledgements

xv xvi xxii

PART 1 INTRODUCTION

1

CHAPTER 1 Introduction

2

Introduction

3

What is Operations Management? The History of Operations Management

3 5

The Role of Operations Management Operations Within the Organization The Process View of Operations Service Operations Management The Strategic Role of Operations Technology and Operations Management

6 8 9 9 14 15

Case Studies 1.1 'First Bank'PLC 1.2 Manufacturing's Decline Partly Due to Services Shift

15 16

CHAPTER 2

22

Operations Strategy

Introduction

23

What is Strategy? f Judging the Contribution of Operations to Strategy Measuring the Contribution of Operations to Strategy

23 26 27

Operations Strategy Approaches Operations Strategy Formulation Achieving Strategic Fit-Trade-offs, Focus and Agility

34 39 48

Case Studies 2.1 Findus

25

2.2'Gecko

30

2.3 Operations Strategy in Action

33

CONTENTS

2.4Texon 2.5 Ryanair: Flying High in a Competitive Atmosphere

PART 2 CHAPTER 3

DESIGN Process Types

38 55

73 74

Introduction Manufacturing Process Types Service Process Types Matching Process Type with Volume and Variety Choosing a Process Type

74 75 79 84 85

Case Studies 3.1 Ashburton Products 3.2 Confident Bet on Instant Heritage

87 88

CHAPTER 4

92

Layout Design

Introduction Layout Design Detailed Layout Design

92 93 102

Case Studies 4.1 Line Balancing in a Manufacturing Plant

109

CHAPTER 5

115

Facility Design and Location

Introduction Supply Network Design Long-Term Capacity Planning

1 16 116 1 19

Facility Location Location Selection Techniques

125 1 29

Case Studies 5.1 Asea Brown Boveri (ABB) 5.2 The Supply Chains that Could Bind Unsuspecting Managers 5.3 Moving Textile Manufacturing Overseas 5.4 Mom-and-Pop Companies Face Struggle for Survival

1 18 123 128 1 35

IX

CONTENTS

CHAPTER 6

Process Technology

141

Introduction Process Technology for Materials Process Technology for Information Process Technology for Customers

141 142 147 157

Case Studies 6.1 Spencer Davis Engineering 6.2 Kennedys 6.3 The Everyman Theatre 6.4 How to Click with your Customers 6.5 Retail Applications of Transaction Processing Systems by Sainsbury's

143 153 155 155 158

CHAPTER 7

162

Product and Service Design

Introduction

162

The Design Process Service Design Improving Design

163 175 177

Case Studies 7.1 R&D at Toyota 7.2 Product Development at Fracino

166 175

7.3 Benugo 7.4 Nanyang Optical: Beyond Product Design - from Idea to Launch

177 1 86

CHAPTER 8

201

Process Design

Introduction ' Process Design Levels Business Process Management (BPM)

201 202 203

Steps in Process Design Tools for Process Design

204 207

Case Studies 8.1 Why the Bunker Mentality has become a Corporate Liability 8.2 Designing a Custody-of-Prisoner Process at a Police Force

220 222

CONTENTS

CHAPTER 9 Job and Work Design Introduction Behavioural Aspects of Job Design Physical Aspects of Job Design Work Study

230 230 231 237 239

Case Studies 9.1 Innocent 9.2 Rare 9.3 Experience Curves 9.4 The Importance of the Management of People

236 238 248 250

PART 3 MANAGEMENT

255

CHAPTER 10 Planning and Control Introduction Operations Planning Operations Control Optimized Production Technology (OPT)

256 256 257 259 270

Case Studies 10.1 Car Mechanics Ltd 10.2 Using Workforce Scheduling to Lower Labour Costs

267 274

CHAPTER 11

278

Capacity Management

Introduction Measuring Demand Measuring Capacity Reconciling Capacity And Demand Evaluating Alternatives and Making a Choice Appendix: Forecasting

279 279 281 285 290 298

Case Studies 11.1 Lloyds Cameras Cut Time in Queues 11.2 Yield Management 11.3 Queuing Theory

296 312 315

CHAPTER 12

322

Introduction Types of Inventory

Inventory Management

322 323

XI

xii

;

CONTENTS Managing Inventory The ABC Inventory Classification System Inventory Models

325 326 327

Implementing Inventory Systems

338

Case Studies 12.1 Risk-taking on the Road to Faster Delivery 12.2 Implementing Inventory Systems

340 342

CHAPTER 13

348

Lean Operations and JIT

Introduction

349

The Philosophy of JIT and Lean Operations

349

Just-in-Time and Lean Techniques Just-in-Time in Service Systems Implementing JIT and Lean Operations

352 364 365

'

Case Studies 13.1 Quake Upsets Lean Supply Model 13.2Satair 13.3 Goodwin Steel Castings 13.4 Messier-Dowty

.

351 353 358 361

13.5 It Pays to Cut Out Waste but Not to Trim All the Value Away

366

CHAPTER 14

371

Enterprise Resource Planning

Introduction / Enterprise Resource Planning (ERP) Systems Resource Planning Materials Requirements Planning Manufacturing Resource Planning (MRP II) Distribution Requirements Planning (DRP)

371 372 . ,• 376 378 384 385

Case Studies 14.1 Small and Medium Enterprises: How Oracle and SAP are Moving Down'The Tail' ' 14.2 The Challenge of Changing Everything at Once

375 386

CHAPTER 15

391

Supply Chain Management

Introduction Supply Chain Design

391 393

Activities in the Supply Chain

404

CONTENTS

Case Studies 15.1 Demands to Drop Prices Spark Building Resentment among the Subcontractors 15.2 BASF and Aker Kvaerner 15.3 Supplier Evaluation at EADS 15.4 Chance & Hunt

397 399 409 412

15.5 Supply Chain Practices of Three European Apparel Companies: Zara, H&M and Benetton

419

CHAPTER 1 6 Project M a n a g e m e n t Introduction Project Management Activities

434 435 435

Projects and Organizational Structure The Role of The Project Manager

438 439

Network Analysis

439

Case Studies 16.1 Fast Homes - Courtesy of Prefabrication 16.2 The Concorde Project - A Technical and Engineering Triumph but a Commercial Disaster

455

CHAPTER 1 7

464

Quality

Introduction Defining Quality Measuring Quality Improving Quality

454

464 465 469 472

/

Methodologies for Quality Improvement Six Sigma Quality Statistical Process Control (SPC)

475 478 484

Acceptance Sampling

496

Case 'Studies 17.1 Adventures in Six Sigma: How the Problem-solving Technique helped Xerox 17.2 A Disciple of Japanese Quality Management 17.3 [fell I

481 502 504

CHAPTER 1 8

510

Performance Measurement a n d i m p r o v e m e n t

Introduction How do we Measure Performance?

51 1 '

511

XIII

XIV

CONTENTS

Where Should we Improve Performance? How Do we Improve Performance? Business Process Re-Engineering Continuous Improvement

516 51 8 51 8 521

The Relationship between BPR and Cl Approaches

526

Case Studies 18.1 Activity-Based Costing at a Police Service 1 8.2 In the Age of the Smart Machine 1 8.3 Managers Disrupt Learning with their 'Great Ideas' 1 8.4 Process Improvement at a UK Police Service

514 523 525 528

Glossary Index

537 550

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operations management - GBV

OPERATIONS MANAGEMENT Second Edition Andrew Greasley ©WILEY A John Wiley and Sons, Ltd, Publication CONTENTS About the Author Preface Acknowledgem...

188KB Sizes 19 Downloads 52 Views

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