Koç University OPSM 301 Operations Management Class 2: Operations management strategy Strategic fit Zeynep Aksin zaksin@ku.edu.tr Firms compete on product attributes. This requires process capabilities. Price (Cost) P Quality Q – Customer service – Product quality “order winners” Time T – Rapid, reliable delivery – New product development Variety V – Degree of customization To deliver we need “capabilities” Fit between Strategy and Processes Processes must fit the operations strategy of the firm: Competing on -Cost (Southwest Airlines) -Quality (Toyota, Arçelik) -Flexibility (HP) -Speed (McDonalds) all require different process designs and different measures to focus on. Corporate StrategyKey Performance Indicators Operations StrategyProcess Design& Improvement Strategic Fit: Desired Capabilities Processes Match processes with desired capabilities Competitive Benefit Order-Winners and Qualifiers Order Winner Positive Less Important Neutral Order Qualifier Negative Low Source: Slack and Lewis High Performance Order Qualifiers and Winners Defined Order qualifiers: the basic criteria that permit the firms products to be considered as candidates for purchase by customers – Screening criteria – Standard, expected performance Order winners: the criteria that differentiates the products and services of one firm from another – The more, the better – Customer chooses based on this criteria Mission/Strategy Mission - where you are going Strategy - how you are going to get there; an action plan Strategy Process Company Mission Business Strategy Functional Functional Area Area Strategies Marketing Decisions Operations Decisions Fin./Acct. Decisions Strategy vs. Operational Effectiveness: The Operations Frontier as the minimal curve containing all current positions in an industry Responsiveness A B operations frontier C High Low Cost Increasing Customer Value Value Increasing Value High Operations Frontier A B C Low High Low Price Lowering Costs Value High Operations Frontier A B Lowering Costs C Low High Low Price Shouldice Hospital Video Case Shouldice Business Model Medical – Simple hernias – Optimized process – Check-ups and follow-up Social – Club Med like experience – Co-production at individual and cohort level – A network for life Shouldice Patient Experience COST QUALITY SPEED FLEXIBILITY Low, both real and opportunity Low recurrence, satisfaction with experience Fast operation and recovery The process rules; only simple hernias Comparison to General Hospital Shouldice: prepares for the simplest General Hospital: prepares for the most complex Hernia complexity A product/process matrix Process High customization Low volume High unit margin Flexible job General Hospital: Variety & flexibility Rigid line flow Low Cost High margins Industrialization High standardization High volume Low unit margin Product High cost Low margins Shouldice Hospital: Standardization Cost, speed, quality Shouldice as a lean enterprise Shouldice General Hospital Focus on low risk cases No focus, multiple goals Clear single value prop. Confusion of value prop. Predictable process Unpredictable process Strive for perfection Strive for threshold perf. Eliminate waste Tolerate some excess Manage patient flows View patients as functional tasks Pull patients into process Push patients through process Womack and Jones (2000) From Lean Production to Lean Enterprise, HBR March-April 1994 Focus at Shouldice: the results Breakthrough service High customer and employee satisfaction Industrial approach Shouldice Process Life Cycle Birth of the Shouldice formula Process selection, design, and improvement Innovation at the interfaces Process overtaken (when?)