Hook examples…
Alistair Brandon-Jones, University of Bath
Carrie Queenan, University of Notre Dame
Reducing effective variety in operations
See the OM Wicki on how to use this hook: http://teaching-operations-management.wikispaces.com
Pineapple – product or service?
See the OM Wicki on how to use this hook: http://teaching-operations-management.wikispaces.com
Selecting suppliers….chocolates!!
Initial Supplier
Qualification
Agree
Measurement
Criteria
Obtain
Relevant
Information
Make
Selection
Mapping processes
See the OM Wicki on how to use this hook: http://teaching-operations-management.wikispaces.com
Concept design services
Four V’s analysis
Low
Volume
High
High
Variety
Low
High
Variation
Low
High
Visibility
Low
In pairs plot the 4 V’s for ‘Focus’ and ‘Concept’ products
What about these props?
See the OM Wicki on how you could use some of these props: http://teaching-operations-management.wikispaces.com
Why map processes?
You have 30 seconds to answer the following question……
See the OM Wicki on how to use this hook: http://teaching-operations-management.wikispaces.com
How many squares do you see?
Line of visibility
Advantages?
Disadvantages?
• Increased customer
confidence
• Evidence of quality,
authenticity
• Evidence of efficiency,
• Increased job interest
• Makes staff customer
oriented
• Training staff to ‘perform’
• May reduce back office
efficiency
• Service fallibility
• Makes work stressful
further innovations
innovative
plastic design,
few parts
which gives
allows
Product /
service design
which funds
which funds etc.
Marketing
Operations
mass fashion
orientation
extended range
but also
but because volume is high
standardised, easy to
make
at high volume
so low cost
increased variety does
not increase costs
Chase capacity in action
Evaluate Tesco’s ‘One In Front’ strategy
Long
Short
•
What is good and bad about IKEA?
•
What are the key measures of performance for
IKEA’s process?
Performance
Continuous improvement
Standardize and maintain
Improvement
Time
Modularity / commonality
Recorded in six languages
Previously recorded program six
times in different locations
Modularizing shots gives the
flexibility to reduce costs and add
new language versions quickly
http://www.youtube.com/watch?v=AM-zKLKa-mg
http://www.youtube.com/watch?v=mOa1m4skAy8&feature=related
http://www.youtube.com/watch?v=duBuxNIESVo
See the OM Wicki on how to use this hook: http://teaching-operations-management.wikispaces.com
What about these clips?
• Yamaha pianos
• Empty seats on Ryan air
• Shangri la hotel
• Cleaning in Mumbai
• E-Tyres
Gap perspective of quality
What are your expectations of a train service?
See the OM Wicki on how to use this hook: http://teaching-operations-management.wikispaces.com
Expectations
Ideal - best possible
Ideal feasible - given price etc
Desirable - want
Deserved - ought
Minimum tolerable - must
Intolerable - should not
What does a wedding
photographer deliver to its
customers?
See the OM Wicki on how to use this hook: http://teaching-operations-management.wikispaces.com
Operations and supply can provide a competitive
advantage through performance in…
Speed
Dependability
Flexibility
Cost
Quality
Being FAST
Being ON TIME
Being ABLE TO CHANGE
Being PRODUCTIVE
Being RIGHT
The value of slow…
•
http://www.nytimes.com/2010/02/17/business/energy-environment/17speed.html?sudsredirect=true
See the OM Wicki on how to use this hook: http://teaching-operations-management.wikispaces.com
Goal kicking
Darts…
See the OM Wicki on how to use this hook: http://teaching-operations-management.wikispaces.com
Inventory management – driving you bananas!
See the OM Wicki on how to use this hook: http://teaching-operations-management.wikispaces.com
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