Operations
Management
Operations and Productivity
Chapter 1
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Outline
 PROFILE: HARD ROCK CAFE
 WHAT IS OPERATIONS MANAGEMENT?
 ORGANIZING TO PRODUCE GOODS AND
SERVICES
 WHY STUDY OM?
 WHAT OPERATIONS MANAGERS DO

How This Book Is Organized
 WHERE ARE THE OM JOBS?
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Outline - Continued
 THE HERITAGE OF OPERATIONS MANAGEMENT
 OPERATIONS IN THE SERVICE SECTOR

Differences between Goods and Services

Growth of Services

Service Pay
 EXCITING NEW TRENDS IN OPERATIONS
MANAGEMENT
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Outline - Continued
 THE PRODUCTIVITY CHALLENGE

Productivity Measurement

Productivity Variables

Productivity and the Service Sector
 THE CHALLENGE OF SOCIAL RESPONSIBILITY
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Learning Objectives
When you complete this chapter, you should be
able to :
Identify or Define:
Production and productivity
 Operations Management (OM)
 What operations managers do
 Services

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Learning Objectives - Continued
When you complete this chapter, you should be
able to :
Describe or Explain:
A brief history of operations management
 Career opportunities in operations management
 The future of the discipline
 Measuring productivity

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The Hard Rock Cafe
First opened in 1971

Now – 110 restaurants in over 40 countries
Rock music memorabilia
Creates value in the form of good food and
entertainment
3,500+ custom meals per day
How does an item get on the menu?
Role of the Operations Manager
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What Is Operations Management?
Production is the creation of goods and
services
Operations management is the set of
activities that creates value in the form
of goods and services by transforming
inputs into outputs
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Organizing to Produce Goods and
Services
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Organizing to Produce Goods and
Services
Essential functions:
Marketing – generates demand
 Operations –creates the product
 Finance/accounting – tracks organizational
performance, pays bills, collects money

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Organizational Functions
Marketing

Gets customers
Operations

creates product or service
Finance/Accounting
Obtains funds
 Tracks money

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Sample Organization Charts
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Functions - Bank
Commercial Bank
© 1984-1994
T/Maker Co.
Marketing
Teller
Scheduling
Finance/
Accounting
Operations
Transactions
Check
Clearing
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Processing
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Security
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Functions - Airline
Airline
Marketing
Flight
Operations
© 1984-1994 T/Maker Co.
Finance/
Accounting
Operations
Ground
Support
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Facility
Maintenance
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Catering
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Functions - Manufacturer
Manufacturing
Marketing
Manufacturing
Finance/
Accounting
Operations
Production
Control
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Quality
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Purchasing
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Organizational Charts
Commercial Bank
Operations
Teller Scheduling
Check Clearing
Transactions
processing
Facilities
design/layout
Vault operations
Maintenance
Security
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Finance
Investments
Security
Real Estate
Accounting
Auditing
1-16
Marketing
Loans
Commercial
Industrial
Financial
Personal
Mortgage
Trust Department
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Organizational Charts
Airline
Operations
Ground support
equipment
Maintenance
Ground Operations
Facility maintenance
Catering
Flight Operations
Crew scheduling
Flying
Communications
Dispatching
Management science
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Marketing
Finance &
Accounting
Accounting
Payables
Receivables
General Ledger
Finance
Cash control
International exchange
rates
1-17
Traffic administration
Reservations
Schedules
Tariffs (pricing)
Sales
Advertising
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Organizational Charts
Manufacturing
Operations
Facilities:
Construction:maintenance
Production & inventory control
Scheduling: materials control
Supply-chain management
Manufacturing
Tooling, fabrication,assembly
Design
Product development and design
Detailed product specifications
Industrial engineering
Finance & Accounting
Disbursements/credits
Receivables
Payables
General ledger
Funds Management
Money market
International exchange
Capital requirements
Stock issue
Bond issues and recall
Marketing
Sales
promotions
Advertising
Sales
Market
research
Efficient use of machines, space, and personnel
Process analysis
Development and installation of production tools and
equipment
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Why Study OM?
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Why Study OM?
OM is one of three major functions
(marketing, finance, and operations) of any
organization.
We want (and need) to know how goods and
services are produced.
We want to understand what operations
managers do.
OM is such a costly part of an organization.
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Options for Increasing
Contribution
Marketing
Option
Current
Sales
Cost of
Goods Sold
Gross
Margin
Finance
Costs
Net
Margin
Taxes @
25%
Contribution
$100,000
Sales
Revenue :
+50%
$150,000
-80,000
Finance &
OM Option
Accounting
Option
Finance
Production
Costs: -50% Costs: -20%
$100,000
$100,000
-120,000
-80,000
-64,000
20,000
30,000
20,000
36,000
-6,000
-6,000
-3,000
-6,000
14,000
24,000
17,000
30,000
-3,500
-6,000
-4,250
-7,500
10,500
18,000
12,750
22,500
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What Operations Managers Do
Plan - Organize - Staff - Lead - Control
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Ten Critical Decisions
 Service, product design……………..
 Quality management…………………
 Process, capacity design…………..
 Location …………….…………………
 Layout design ………………………..
 Human resources, job design……..
 Supply-chain management…………
 Inventory management …………….
 Scheduling ……………………………
 Maintenance ………………………….
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Ch. 5
Ch. 6, 6S
Ch. 7, 7S
Ch. 8
Ch. 9
Ch. 10, 10S
Ch. 11,11s
Ch. 12, 14, 16
Ch. 3, 13, 15
Ch. 17
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The Critical Decisions
Quality management
Who is responsible for quality?
 How do we define quality?

Service and product design
What product or service should we offer?
 How should we design these products and
services?

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The Critical Decisions - Continued
Process and capacity design
What processes will these products require and in
what order?
 What equipment and technology is necessary for
these processes?

Location
Where should we put the facility
 On what criteria should we base this location
decision?

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The Critical Decisions - Continued
Layout design
How should we arrange the facility?
 How large a facility is required?

Human resources and job design
How do we provide a reasonable work
environment?
 How much can we expect our employees to
produce?

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The Critical Decisions - Continued
Supply chain management
Should we make or buy this item?
 Who are our good suppliers and how many should
we have?

Inventory, material requirements planning,
How much inventory of each item should we have?
 When do we re-order?

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The Critical Decisions - Continued
Intermediate, short term, and project
scheduling
Is subcontracting production a good idea?
 Are we better off keeping people on the payroll
during slowdowns?

Maintenance
Who is responsible for maintenance?
 When do we do maintenance?

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Where are the OM Jobs
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Where are the OM Jobs
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Where Are the OM Jobs?
Technology/methods
Facilities/space utilization
Strategic issues
Response time
People/team development
Customer service
Quality
Cost reduction
Inventory reduction
Productivity improvement
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The Heritage of Operations Management
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Significant Events in Operations
Management
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The Heritage of
Operations Management
Division of labor (Adam Smith 1776 and Charles Babbage 1852)
Standardized parts (Whitney 1800)
Scientific Management (Taylor 1881)
Coordinated assembly line (Ford/Sorenson/Avery 1913)
Gantt charts (Gantt 1916)
Motion study (Frank and Lillian Gilbreth 1922
Quality control (Shewhart 1924; Deming 1950)
Computer (Atanasoff 1938)
CPM/PERT (DuPont 1957)
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The Heritage of Operations
Management - Continued
Material requirements planning (Orlicky 1960)
Computer aided design (CAD 1970)
Flexible manufacturing system (FMS 1975)
Baldrige Quality Awards (1980)
Computer integrated manufacturing (1990)
Globalization(1992)
Internet (1995)
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Eli Whitney
 Born 1765; died 1825
 In 1798, received government
contract to make 10,000
muskets
 Showed that machine tools
could make standardized parts
to exact specifications

Musket parts could be used in any
musket
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Frederick W. Taylor
 Born 1856; died 1915
 Known as ‘father of scientific
management’
 In 1881, as chief engineer for Midvale
Steel, studied how tasks were done

Began first motion & time studies
 Created efficiency principles
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Taylor: Management Should Take
More Responsibility for
Matching employees to right job
Providing the proper training
Providing proper work methods and tools
Establishing legitimate incentives for work
to be accomplished
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Frank & Lillian Gilbreth
 Frank (1868-1924); Lillian
(1878-1972)
 Husband-and-wife
engineering team
 Further developed work
measurement methods
 Applied efficiency methods
to their home & 12 children!
 (Book & Movie: “Cheaper
by the Dozen,” book: “Bells
on Their Toes”)
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Henry Ford
 Born 1863; died 1947
 In 1903, created Ford
Motor Company
 In 1913, first used
moving assembly line
to make Model T

‘Make them all
alike!’
Unfinished product
moved by conveyor
past work station
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Corp.
 Paid workers very well for 1911 ($5/day!)
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W. Edwards Deming
 Born 1900; died 1993
 Engineer & physicist
 Credited with teaching Japan
quality control methods in
post-WW2
 Used statistics to analyze
process
 His methods involve workers
in decisions
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Contributions From
Human factors
Industrial engineering
Management science
Biological science
Physical sciences
Information science
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Significant Events in OM
 Division of labor (Smith, 1776)
 Standardized parts (Whitney, 1800)
 Scientific management (Taylor, 1881)
 Coordinated assembly line (Ford 1913)
 Gantt charts (Gantt, 1916)
 Motion study (the Gilbreths, 1922)
 Quality control (Shewhart, 1924)
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Significant Events - Continued
 CPM/PERT (Dupont, 1957)
 MRP (Orlicky, 1960)
 CAD
 Flexible manufacturing systems (FMS)
 Manufacturing automation protocol (MAP)
 Computer integrated manufacturing (CIM)
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New Challenges in OM
From
 Local or national focus
 Batch shipments
 Low bid purchasing
To
 Global focus
 Just-in-time
 Supply chain
partnering
 Lengthy product
development
 Rapid product
development,
alliances
 Standard products
 Job specialization
 Mass customization
 Empowered
employees, teams
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Operations in the Service Sector
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Characteristics of Goods
 Tangible product
 Consistent product
definition
 Production usually
separate from
consumption
 Can be inventoried
 Low customer
interaction
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Characteristics of Service
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 Intangible product
 Produced & consumed at
same time
 Often unique
 High customer interaction
 Inconsistent product
definition
 Often knowledge-based
 Frequently dispersed
1-48
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Service Economies
Proportion of Employment in the Service Sector
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Goods Versus Services
Goods
Can be resold
Can be inventoried
Service
Reselling unusual
Difficult to
inventory
Quality difficult to
measure
Selling is part of
service
Some aspects of
quality measurable
Selling is distinct
from production
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Goods Versus Services Continued
Goods
Service
 Product is
transportable
 Site of facility
important for cost
 Provider, not product
is transportable
 Site of facility
important for
customer contact
 Often difficult to
automate
 Revenue generated
primarily from
intangible service.
 Often easy to
automate
 Revenue generated
primarily from
tangible product
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Goods Contain Services / Services
Contain Goods
Automobile
Computer
Installed Carpeting
Fast-food Meal
Restaurant Meal
Auto Repair
Hospital Care
Advertising Agency
Investment Management
Consulting Service
Counseling
100
75
50
25
Percent of Product that is a Good
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25
50
75
100
Percent of Product that is a Service
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Organizations in Each Sector – Table 1.4
Service Sector
Example
% of
all
Jobs
Professional
services, education,
legal, medical
New York City PS108, Notre Dame
University, San Diego Zoo
24.3
Trade (retail,
wholesale)
Walgreen’s, Wal-Mart, Nordstroms
20.6
Utilities,
transportation
Pacific Gas & Electric, American
Airlines, Santa Fe R.R, Roadway
Express
7.2
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Organizations in Each Sector – Table 1.4
Service Sector
Example
% of
all
Jobs
Business & Repair
Services
Snelling & Snelling, Waste
Management, Pitney-Bowes
7.1
Finance, Insurance,
Real Estate
Citicorp, American Express,
Prudential, Aetna, Trammel Crow
6.5
Food, Lodging,
Entertainment
McDonald’s, Hard Rock Café,
Motel 6, Hilton Hotels, Walt Disney
Paramount Pictures
5.2
Public Administration U.S., State of Alabama, Cook
County
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4.5
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Organizations in Each Sector – Table 1.4
Manufacturing
Sector
Example
General
General Electric, Ford, U.S. Steel,
Intel
14.8
Construction
Bechtel, McDermott
7.0
Agriculture
King Ranch
2.4
Mining
Homestake Mining
0.4
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% of
all
Jobs
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Organizations in Each Sector – Table 1.4
Summary
Sector
% of all Jobs
Service
75.4%
Manufacturing
24.6%
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Development of the Service Economy
U.S. Employment, % Share
80
United States
%70
60
Services
50
40
Canada
250
France
200
Italy
150
Industry
30
Britain
20
Japan
10
U.S. Exports of Services
In Billions of Dollars
Services as a Percent of GDP
Farming
0
1850 75 1900 25 50 75 2000
100
50
W Germany
1970
2000
40 50 60 70
Percent
0
1970 75 80 85 90 95 2000
Year 2000 data is estimated
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Exciting New Challenges in Operations
Management
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Changing Challenges for the
Operations Manager
Past
Causes
Local or
national
focus
Batch (large)
shipments
Low-cost, reliable worldwide
communication and
transportation networks
Cost of capital puts pressure on
reducing investment in
inventory
Quality emphasis requires that
suppliers be engaged in product
improvement
Shorter life cycles, rapid
international communication,
computer-aided design, and
international collaboration
Low-bid
purchasing
Lengthy
product
development
Transparency Masters to accompany Heizer/Render –
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Management, 7e
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Future
Global Focus
Just-in-time
shipments
Supply-chain
partners
Rapid product
development,
alliances,
collaborative
designs
© 2004 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458
Changing Challenges for the
Operations Manager
Past
Standardized
products
Job
specialization
Low cost
focus
Causes
Future
Affluence and worldwide markets;
increasingly flexible production
processes
Changing sociocultural milieu.
Increasingly a knowledge and
information society.
Environmental issues, ISO 14000,
increasing disposal costs
Transparency Masters to accompany Heizer/Render –
Principles of Operations Management, 5e, and Operations
Management, 7e
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Mass
customization
Empowered
employees,
teams, and lean
production
Environmentally
sensitive
production,
Green
manufacturing,
recycled
materials,
remanufacturing
© 2004 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458
The Productivity Challenge
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Management, 7e
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© 2004 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458
The Economic System Transforms
Inputs to Outputs
Inputs
Land, Labor,
Capital,
Management
Process
Outputs
The economic system
transforms inputs to outputs
at about an annual 2.5%
increase in productivity
(capital 38% of 2.5%), labor
(10% of 2.5%), management
(52% of 2.5%)
Goods and
Services
Feedback loop
Transparency Masters to accompany Heizer/Render –
Principles of Operations Management, 5e, and Operations
Management, 7e
1-62
© 2004 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458
Typical Impact of Quality
Improvement
As productivity improved
Costs were pared
Wages increased
Cost per unit decreased
Parts per man hour
Average worker's annual cash
compensation increased
$2.25
115
110
27000
$2.00
105
26000
$1.75
100
95
25000
24000
$1.50
Year A
Year B
Year C
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Principles of Operations Management, 5e, and Operations
Management, 7e
Year A
Year B
1-63
Year C
Year A
Year B
Year C
© 2004 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458
Productivity
 Measure of process improvement
 Represents output relative to input
Productivity
Units produced
= Input used
 Only through productivity increases can our
standard of living improve
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Management, 7e
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© 2004 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458
Multi-Product Productivity
Productivity
=
Output
Labor + material + energy + capital + miscellaneous
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Management, 7e
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© 2004 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458
Measurement Problems
Quality may change while the quantity of
inputs and outputs remains constant
External elements may cause an increase or
decrease in productivity
Precise units of measure may be lacking
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Management, 7e
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© 2004 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458
Productivity Variables
Labor - contributes about 10% of the annual
increase
Capital - contributes about 32% of the annual
increase
Management - contributes about 52% of the
annual increase
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Principles of Operations Management, 5e, and Operations
Management, 7e
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© 2004 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458
Key Variables for Improved Labor
Productivity
Basic education appropriate for the labor
force
Diet of the labor force
Social overhead that makes labor available
Maintaining and enhancing skills in the midst
of rapidly changing technology and
knowledge
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Management, 7e
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© 2004 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458
Jobs in the U.S
6%
5%
Education, Health, etc.
5%
Manufacturing
3%
1%
6%
Retail Trade
State & Local Gov't
14%
Finance, Insurance
26%
Wholesale Trade
Transport, Public Util.
16%
Construction
Federal Government
18%
Mining
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© 2004 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458
Comparison of Productivity
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Management, 7e
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© 2004 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458
Investment and Productivity
in Selected Nations
Percent increase in productivity
(Mfg)
10
U.S.
U.K.
8
Canada
Italy
6
Belgium
France
4
Netherlands
2
Japan
Best fit
0
10
15
20
25
30
35
Nonresidential fixed investment to GNP (%)
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Management, 7e
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© 2004 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458
Service Productivity
Typically labor intensive
Frequently individually processed
Often an intellectual task performed by
professionals
Often difficult to mechanize
Often difficult to evaluate for quality
Transparency Masters to accompany Heizer/Render –
Principles of Operations Management, 5e, and Operations
Management, 7e
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© 2004 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458
The Challenge of Social Responsibility
Increasing emphasis on business and
social responsibility
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Management, 7e
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© 2004 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458