Alistair Brandon-Jones, University of Bath
Carrie Queenan, University of Notre Dame

See the OM Wicki on how to use this hook: http://teaching-operations-management.wikispaces.com

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

Low
High
Concept design services
Four V’s analysis
Volume
Variety
High
Low
High Variation Low
High Visibility
In pairs plot the 4 V’s for ‘Focus’ and ‘Concept’ products
Low

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?
• Increased customer confidence
• Evidence of quality, authenticity
• Evidence of efficiency,
• Increased job interest
• Makes staff customer oriented
Disadvantages?
• Training staff to ‘perform’
• May reduce back office efficiency
• Service fallibility
• Makes work stressful

further innovations innovative plastic design, few parts which gives
Product / service design allows which funds extended range mass fashion orientation which funds etc.
Marketing but also
Operations standardised, easy to make at high volume so low cost increased variety does not increase costs but because volume is high

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?

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

• Yamaha pianos
What about these clips?
• 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

Speed
Dependability
Flexibility
Cost
Quality
Operations and supply can provide a competitive advantage through performance in…
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