INTODUCTION TOOPERATIONS MANAGEMENT

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VALUE CHAIN

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효과성 효율성기업기여 ( 목표 , 목적 ) , 고객만족 ( 요구 ,

기대 )

전략적 포지셔닝 관심

Output/Input

원가통제 , 변동분석

외부적으로 평가 (Customer,Value) 내부적으로 평가 ( 기준설정 )

장기생존의 문제 단기생존의 문제Doing right thing Doing things right

OPERATIONS MANAGEMENT

What is Operations Management?– The management of systems or processes that create goods and/or

provide services– Forecasting, Capacity planning, Scheduling, Managing

inventories, Assuring quality, Motivating employees, And more . . .

– Deal with the effectiveness and efficient management of the process.

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OPERATIONS MANAGEMENT SYSTEM

투입투입

변환과정변환과정

1

2

3

4산출산출

통제와 피드백통제와 피드백

특정한 목적을 달성하기 위한 상호관련성을 가진 여러 개체들의 집합 .

– 투입 (input) : 자재 , 에너지 , 노동력 , 장비 , 정보와 지식 , 기술 , 경영능력 .

– 변환과정 (transformation process) : 규칙 , 진행과정 , 무형의 기술 .– 산출 (output) : 재화 , 서비스 , 정보

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THE FOUNDATIONS OF THE OM SYSTEM: CUSTOMER, PROCESS & CAPACITY

고객 (Customer)– 생산관리 시스템의 출발점이자 종착점– Order losers , Order qualifiers & Order winners– Internal &I External(Intermediate & Final) : A chain of

customer– Current & Potential (New market segment)

Stakeholder– 생산관리시스템 이나 기업의 기능과 이익에 관심– Financial(ROI), Resource(Physical:labor, materials,

equipment), Community, Societal & Government(regulator or evaluator:criteria) stakeholder

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A process is sequence and organization of all activities needed to convert inputs into outputs.

Convert, transport & move,store,check & inspect The design of a process should reflect what the

customer wants and be flexible enough change when customer preferences change.

제품 (Product) = 재화 (Good) + Service( 서비스 )

THE FOUNDATIONS OF THE OM SYSTEM: CUSTOMER, PROCESS & CAPACITY

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CHARACTERISTCS OF GOODS & SERVICE

재화 서비스유형성 (Tangible) 무형성 (Intangible)

Can be inventoried Cannot be inventoried

Little customer contact

(standard)

Extensive customer contact

(flexible)

Long lead times Short lead times

자본집약 (Capital intensive) 노동집약 (Labor intensive)

품질평가 용이 품질평가 어려움

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Steel productionAutomobile fabrication

House buildingRoad construction

DressmakingFarming

Auto RepairAppliance repair

Maid ServiceManual car wash

TeachingLawn mowing

Low service contentHigh goods content

High service contentLow goods content

Increasinggoods content

Increasingservice content

GOODS & SERVICE CONTINUUM

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CAPACITY(생산능력 ) determines how much output a process can produce.– Capacity usually is measured in units of output

per unit of time, i.e., cars per hour.

– Not comprehensive : type of capacity

– 예 ) McDonald : grill, Burger king : flame-broiling

The type of process and the type and amount of capacity must support needs of customers

THE FOUNDATIONS OF THE OM SYSTEM: CUSTOMER, PROCESS & CAPACITY

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THE MANAGER AS A PROBLEM SOLVER

SYMPTOMS indicate that something is wrong.(thermometer., GE’s M/S, too little)

PROBLEMS are a perceived gap between a present situationand some desired situation.

A Classification Scheme for Problems– Structured vs. ill-structured

Ill-structured problem

Semi-structured problem

Semi-structured problem

Well-structured problem

Unknown Known

Unknown

Known

Present State

Desired State

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PROBLEM, CAUSE & SOLUTION

– Strategic versus Operational Orientation(time)– Urgency of a Problem(crises vs.opportunity)– Activity Focus( 행위의 유형 :trade-off 평가 )

Queuing(Service Center) Allocation(Job) Inventory( 재고유지비 ) Sequencing(Job & Machine)

Cause – Anything that creates or contributes to a gap b/w current and desired

future situation( A source of observed symptoms) Solution

– A set of actions designed to close the gap b/w the current and desired future situations by changing the conditions

Routing(Machine & site) Replacement(tool 교체 ) Competition(pricing or bidding) Search(sampling & inspection)

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PROBLEM-SOLVING PROCESS

Size-up/Description : gathering information– 불분명한 문제 규명 , 올바른 문제 파악 , 해결되어야 할 문제 파악 , 새로운

문제 발견– Tool : Observation, Participation, Questionnaires. Interview,

Written document, Process mapping, Check sheet, Benchmarking

Problem Statement/Diagnostics-critical agreement– Identify controllable vs. Uncontrollable variables, Constraints &

desired outcomes Analysis : 현재상황 개발 , Tool: model Prescription/Alternatives : 대안제시 및 평가 Implementation : 해결책 선정 후 실행 - 작업자 영향고려

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MODEL

A model is an abstract representation of reality that simplifies actual events and situations.

Models are designed to answer:– What (identify important element), How(Relationships), Why

(Reason), Under what conditions(specify condition) Physical Model

– Iconic model( 형상 - 모형 비행기 ) , Analog model( 상사 - 속도계 ) Mathematical model

– descriptive model( 서술적 모형 ) : 시스템의 행태 ( 시뮬레이션 )– normative model( 규범적 모형 ) or optimization model( 최적화 모형

) : 목적달성위한 행동지침 산출

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MODEL BUILDING

단순화 및 추상화 → 모형의 타당성 검토→ 결과의 예측→ 모형의 평가→모형의 수정

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Products & services

Planning– Capacity– Location–– Make or buy– Layout– Projects– Scheduling

Controlling– Inventory– Quality

Organizing– Degree of centralization– Subcontracting

Staffing– Hiring/laying off– Use of Overtime

Directing– Incentive plans– Issuance of work orders– Job assignments

RESPONSIBILITIES OF OPERATIONS MANAGEMENT

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TRENDS

Resent Trends– Internet– E-business– Supply Chain

Management

Continuing Trends– Quality and process

innovation– Technology– Globalization– Operation Strategy– Environment Issue