Matakuliah
Tahun
: J0712 - Pengantar Bisnis
: 2009
Producing of Goods and Services
Pertemuan 12
Producing of Goods and Services
•Outline:
–The difference of goods and services
–Global operations
–Growth in service sector
–Creating value through operations
–Operation process, location and layout
–Scheduling of goods and services
–Controlling of raw materials, purchasing and supply chain
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Operations (Production)
• Management- systematic direction/control of
processes that transform resources into
finished goods that create value and provide
benefits.
• Thus, managers ensure processes create
value/benefits.
• The key difference between production and
services operations is the customer's
involvement in the latter.
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Transformation Process
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The Growth of Global Operations
• Global competition has made production a fasterpaced, more complex activity.
• New technologies make machines that run cleaner,
faster and safer and that operate on a global scale.
• With the Internet, producers of both services and goods
can integrate their production with those of far-off
suppliers and customers.
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Goods/Services Employment
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Goods-Manufacturing vs. Service Processes
Operations process is a set of methods and technologies used in
the production of a good or a service.
• Analytic process breaks
down resources into
components.
• Synthetic process
combines raw materials
to produce a finished
product.
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• Service: Extent Of
Customer Contact
– High-Contact  customer is
part of the system during
service delivery.
– Low-Contact the customer
need not be a part of the
system to receive the
service.
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Differences Between Service and
Manufacturing Operations
• Focus on Performance
• Focus on Process and Outcome
• Focus on Service Characteristics
– Intangibility
– Customization
– Unstorability
• Focus on the Customer-Service Link
– E-Commerce: The “Virtual Presence” of the Customer
• Focus on Service Quality Considerations
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Operations Planning
• Managers from many departments contribute to
decisions about operations.
• The business plan and forecasts developed by top
managers guide operations planning.
– Forecast is a facet of a long-range
production plan that predicts
future demand.
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Capacity Planning
• Capacity Planning for Producing Goods
– Capacity planning for goods means ensuring that a firm’s
capacity slightly exceeds normal demand for its product.
• Capacity Planning for Producing Services
– In low-contact processes, maintaining inventory lets managers
set capacity at the level of average demand.
– In high-contact processes, managers must plan capacity to meet
peak demand.
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Location Planning
• Location Planning for Producing Goods
– Location decisions are influenced by proximity to raw materials
and markets, availability of labor, energy and transportation
costs and other factors.
• Location Planning for Producing Services
– Low-contact services can be located near resource supplies,
labor or transportation outlets.
– High-contact services must locate near the customers who
participate in the system.
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Layout Planning
• Process layout groups equipment and people
according to function.
• Cellular layout works well when a family of products
follows a fixed flow path.
• Product layout is set up to make one type of product
in a fixed sequence and is arranged according to its
production requirements.
– Assembly line is a product layout in which a product
moves step-by-step through a plant on conveyer belts
or other equipment until it is completed.
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Layouts for Producing Goods
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Layout Planning for Producing Services
• In a low-contact system, the facility should be arranged
to enhance the performing of the service.
• In a high-contact system, the facility should be arranged
to meet customer needs.
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Methods Planning
• Methods Improvement in Goods
– Process flowchart is a diagram included in
a detailed description of methods
• Methods Improvement in Services
– Service flow analysis shows the flow of
processes that make up a given service
– Designing to Control Employee
Discretion in Services
– Design for Customer Contact in
Services
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Service Flow Analysis
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Operations Scheduling
• Scheduling Goods Operations
– Master production schedule
shows which products will be
produced, when production will
take place and what resources
will be used
• Scheduling Service Operations
– In low-contact services, work scheduling may be based either on
desired completion dates or on the time of order arrivals.
– In high-contact services, the customer must be accommodated
as part of the system and its processes.
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Tools for Scheduling Service Operations
• Gantt chart diagrams steps to
be performed and specifies the
time required to complete each
step.
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• PERT chart breaks down
large projects into steps
and specifies the time
required to perform each
one
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Operations Control
Materials Management
• Plan/Organize Material Flow
• Emphasizes Standardization
• Areas Of Material
Management
– Transportation
– Warehousing
– Inventory Control
– Purchasing
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Tools For Process Control
• Worker Training
• Lean Production Systems: JIT
• Materials Requirement
Planning
– Bill Of Materials
– Manufacturing Resource
Planning
• Quality Control
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