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Block 1, Session 12
Process Design (Step 2: Process choice
(high-level…
Block 1, Session 12
Process Design
What?
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Capable of making prod/providing service and take into account ops performance (cost, speed, quality)
The smoother the flow, the more efficient a process is likely to become
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Step 1: Understanding the design factors
(Ops objs, volume and variety)
Volume - scale (automation, flexibility)
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Variety - adds complexity, cost and requires more skill - limits automation and can delay to reconfigure
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Slack et al. (2010) suggest profiling each operation in the four dimensions - vertical profile indicates a set of characteristics that are at least consistent with each other (clear design requirements)
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Step 4: Detailed design (detailed layout planning)
(how much kit, team size, who does work - need fairly precise knowledge about tasks and forecasts of volume to produce)
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Service process - think carefully about customer experience (moving, finding)
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• How comfortable is the environment for staff and customers? Are people working near hot or noisy places?
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• Is the process accessible and useable for everyone? For example, can people in wheelchairs access all the facilities and find their way down narrow corridors
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Challenges
Scheduling - matching skill availability with needs
Expensive labour
Uncertainty about how muchwork is needed
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