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OPERATION MANAGEMENT (QUALITY MANAGEMENT (The Deming Wheel (PDCA Cycle)…
OPERATION MANAGEMENT
QUALITY MANAGEMENT
Quality is a way to please the customer.
The Deming Wheel (PDCA Cycle)
Plan
Do
Study/Check
Act
QUALITY TOOLS
The seven well-known tools for identifying quality problems and their causes are sometimes called the “magnificent seven.”
TQM DANQMS
TQM is customer-oriented, leadership, strategic planning, employee responsibility, continuous improvement, cooperation, statistical methods, and training and education.
QMS is A system to to achieve customer satisfaction that complements other company systems.
THE FOCUS OF QUALITY MANAGEMENT
custumers
QUALITY IN SERVICES
Service defects are not always easy to measure because service output is not usually a trangible, physical item.
THE SIX SIGMA GOAL
measure of how much a process deviates from perfection.
THE COST OF QUALITY
EFFECT OF QUALITY MANAGEMENT ON PRODUCTIVITY
QUALITY AWARDS
PROCET MANAGEMENT
Project Planning
Global and Diversity Issues in Project
Management
Project Scheduling
Project Control
CPM/PERT
Probabalistic Activity Times
CPM/PERT Analysis with OM Tools
Microsoft Project
Project Crashing and Time–Cost
Tradeoff
STATISTIC PROSES CONTROL
THE BASICS OF STATISTICAL PROCESS CONTROL
CONTROL CHARTS
Control limits
CONTROL CHARTS FOR ATTRIBUTES
p-chart
c-chart
CONTROL CHARTS FOR VARIABLES
Range (R-) chart:
Mean ( -) chart:
CONTROL CHART PATTERNS
Sample observations consistently below the center line
Sample observations consistently above the center line
Sample observations consistently increasing
Sample observations consistently decreasing
SPC WITH EXCEL AND OM TOOLS
PROCESS CAPABILITY
Tolerances
the range of natural variabilityin a process—what we measure with control charts.
Operational Decision-Making Tools
Single-Sample Attribute Plan
The Operating Characteristic Curve
Developing a Sample Plan With OM Tools
Average Outgoing Quality
Double- and Multiple-Sampling Plans
CAPACITY AND FACILITIES DESIGN
CAPACITY PLANNING
FACILITIES
BASIC LAYOUTS
Process layouts,
Product layouts
Fixed-position layouts
DESIGNING PROCESS LAYOUTS
DESIGNING SERVICE LAYOUTS
DESIGNING PRODUCT LAYOUTS
HYBRID LAYOUTS
Operational Decision-Making Tools
Types of Facilities
Site Selection: Where to Locate
Global Supply Chain Factors
Location Analysis Techniques
PRODUCT DESIGN
THE DESIGN PROCESS
Perceptual map:
Benchmarking:
Reverse engineering:
RAPID PROTOTYPING AND CONCURRENT DESIGN
Rapid prototyping:
Concurrent design
Form design
Functional design
Reliability
Maintainability
Usability
Production design
TECHNOLOGY IN DESIGN
Computer-aided design (CAD)
Computer-aided engineering
(CAE)
computer-aided design/computer-aided manufacturing
(CAD/CAM)
product lifecycle management (PLM).
collaborative product design
(CPD)
DESIGN QUALITY REVIEWS
Failure mode and effects analysis (FMEA)
Fault tree analysis (FTA)
Value analysis (VA)
DESIGN FOR ENVIRONMENT
Extended producer responsibility (EPR)
Eco-labeling
Carbon footprints
Sustainability
Design for environment (DFE)
QUALITY FUNCTION DEPLOYMENT
Tradeoff matrix
DESIGN FOR ROBUSTNESS
robust design.
tolerances
HUMAN RESOURCES
HUMAN RESOURCES AND QUALITY MANAGEMENT
THE CHANGING NATURE OF HUMAN RESOURCES MANAGEMENT
Jobs
Tasks
CONTEMPORARY TRENDS IN HUMAN RESOURCES MANAGEMENT
cross training
Job rotation
MANAGING DIVERSITY IN THE WORKPLACE
JOB DESIGN
JOB ANALYSIS
Operational Decision-Making Tools
Time Studies
Work Sampling
INTRODUCTION
The Operations Function
a function or system that transforms inputs into outputs of greater value
Task is what the firm is in the business of doing.
Core competency is what the firm does better than anyone else.
Order qualifiers is what qualifies an item to be considered for purchase.
Order winner is what wins the order.
Positioning is how the firm chooses to compete.
Speed is Fast moves, fast adaptations, tight linkages.
quality
fleksibility
Strategy and Operations
Strategi is direction for achieving a mission.
Organization of This Text
evolution
craft production.
vision of labor,
interchangeable parts
productivity and competitivess
Competitive is the degree to which a nation can produce goods and services that meet the test of international markets.
Prodictivity is the ratio of output to input.
decision analysis
SERVICE DESIGN
CHARACTERISTICS OF SERVICES
Services
intangible
output is variable.
have higher customer contact.
perishable
inseparable.
tend to be decentralized and geographically dispersed.
Goods
TOOLS FOR SERVICE DESIGN
Service blueprinting
Servicescapes
WAITING LINE ANALYSIS FOR SERVICE IMPROVEMENT
Operating characteristics:
Queue
Calling population
Arrival rate
Service time:
queue discipline
infinite queue
channels
SERVICE ECONOMY
PROCES AND TEKNOLOGI
PROCESS PLANNING
OUTSOURCING
PROCESS SELECTION
PROCESS PLANS
PROCESS ANALYSIS
process flowchart
PROCESS INNOVATION
TECHNOLOGY DECISIONS