Operations Management & Lean Thinking
03 NOVEMBER 2017
Operations Management is all about managing the different demands - in doing this, DON'T FORGET ABOUT THE CUSTOMER!
NB!! To not forget that our business exist to serve the customer.
I will have an internal customer in the organisation even though I am not client facing.
Businesses by their nature are complex - it is important that we delve into who our customers are.
Cannot assess operational efficiency when I don't even know what the customer needs. WHO IS THE CUSTOMER?
First principle of lean = UNDERSTAND CUSTOMER VALUE
NB!! to understand my place within the organisation
Japanese concept: "Factory blindness" - i.e. I've become so blind to areas in my operation that are problematic, that I don't see the problem after some time.
I am the "Systemic" level where I am able to design systems, processes and sub-processes to enable the organisation to move ahead
(i.e. I operationalise the business)
I - P - O: Inputs - Processing - Outputs
The outputs can be...
Provide feedback that initiates action on my part.
Need to adjust certain things during the process - i.e. need to monitor critical measurements.
04 NOVEMBER 2017
Go to the real place i.e. "the shop floor"
Understand what is
Our processes are always providing feedback to us - we need to monitor and measure constantly
We get so wrapped up with our internal metrics versus what the customer actually wants. I must not be so insular - there needs to be alignment.
QUALITY TRIANGLE: Quality - Time - Cost
Something ends up suffering when trying to meet the areas in this triangle
ORDER QUALIFIERS / ORDER WINNERS
Re-call Simon Sinek video:
The Order Winners will tap into the "How" (intrinsic)