Term
| PWP (plant-within-a-plant) |
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Definition
| setting up process for one product or product line separately from other processes within same facility |
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Term
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Definition
| (Design for Manufacturing) -- approach that consists of (1) simplification of products and (2) manufacture of multiple products using common parts, processes and modules |
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Term
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Definition
(total processing time for job)/(total time in ops) * 100%
- measure efficiency
- processing time: only time othe job actually spends being processed by machines or labor, excluding any watiign time
- denominator: total time in ops including waiting |
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Term
| types of customer-introduced variability |
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Definition
- arrival variability
- request variability (what customers will ask for)
- capability variability (ability of custs to participate in service)
- effort variability (uncertainty in willingness of customers to perform appropriate actions)
- subjective-preference variability (uncertainty in intangible preferences of customers in how service carried out) |
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Term
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Definition
- facilities and plants located on WW basis
- divisions are global
- interconnected
- product fits global tastes
- products and services can be shifted back and forth between countries
- best WW source of supply is found
- global supply chain |
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Term
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Definition
- intangibility
- simultaneous production and consumption (front office)
- no resale
- cannot be stored
- buyer can perform part of production |
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Term
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Definition
- product flow (continuous, assembly, bath, job shop and project)
- order fulfillment (MTO, ATO, MTS) |
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Term
| performance measures for MTS |
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Definition
- service level (fill rate)
- length of time to replenish
- inventory turnover
- capacity utilization
- time takes to fill back order |
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Term
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Definition
- specs and drawings
- process design should be happening concurrently |
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Term
| service-product bundle elements |
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Definition
- tangible service (explicit service)
- intangible or psychological benefits of service (implicit service)
- physical goods (facilitating goods) |
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Term
| process layout vs. product layout |
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Definition
-process: machines and labor organized by process types into work centers (ie batch)
- product layout: machines and labor are organized by product flow (ie assembly line) |
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Term
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Definition
-prototypes
-test with consumers |
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Term
| Three Points of Operations Def |
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Definition
| 1. Decisions 2. function 3. Process |
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Term
| Process Selection Decision Factors |
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Definition
1. Market Conditions
2. Capital Requirements
3. labor
4. technology |
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Term
| major supply chain strategies |
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Definition
| 1. imitation (low cost) 2. innovation (differentiate product) |
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Term
| forms of mass customization |
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Definition
1. modular production and ATO
2. fast changeover (zero setup time between orders)
3. postponement of options |
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Term
| Unifying feature of operations in service and manufacturing |
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Definition
| Both are transformation process inside orgs that are embedded within supply chain |
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Term
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Definition
| Concept Development, Product Design, Pilot Production/Testing |
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Term
| Concept Development Phase |
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Definition
| Idea generation and evaluation of alternative ideas for the new product (physical product not actually designed) |
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Term
| Strategies for New-Product Introduction |
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Definition
| Market Pull, Tech Push, Interfunctional View |
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Term
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Definition
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Term
| (4) major operations decisions |
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Definition
Process
Quality
Capacity
Inventory |
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Term
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Definition
| actions necessary to compensate for failure and restore service requested by customer |
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Term
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Definition
| affect quality, determine whether and to what extent customer specs can be satisfied (training, standards, inspection, monitoring) |
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Term
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Definition
| aimed at providing right amount of resources at the right place and right time (facility locations, how many shifts should be operated, queues, outsourcing) |
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Term
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Definition
| benefit customers receive minus cost incurred in obtaining service |
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Term
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Definition
| combined effort of marketing, engineering and ops during NPD... draw graph |
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Term
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Definition
| common objectives (cost, quality, delivery, flex) derived from mission and LT oriented (5-10 years) |
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Term
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Definition
| comparison to world-class competitor |
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Term
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Definition
| connected to biz strat and is in agreement with other fnc'l strats |
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Term
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Definition
| consistent pattern of decisions for the transformation system and associated supply chain that are linked to the biz strategy and other fnc'l strategies, leading to a comp adv for the firm |
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Term
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Definition
| converts inputs (energy, materials, labor, capital, information) into outputs using process technology (methods, procedures, equip) |
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Term
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Definition
| cost, quality, delivery, flexibility |
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Term
| key to revenue growth and profitability |
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Definition
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Term
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Definition
| customer requirements (customer can be a powerful driver for reducing waste and improving efficiency of all processes) |
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Term
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Definition
| customers serving as labor at key points in process (customers must be willing and able) |
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Term
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Definition
customers want unique, highly customized experience
- customers have great deal of decision making power |
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Term
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Definition
| defines business that company is pursuing |
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Term
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Definition
| defines how each particular business will compete (product imitator, product innovator) |
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Term
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Definition
| determine physical process or facility used to produce the product or service and associated workforce policies and practices (equip, tech, materials, layout, tasks, shift changes) |
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Term
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Definition
| determine type and level of inventory to be held against uncertianties (type of materials, monitoring, replenishment, who should hold inventory) |
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Term
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Definition
| eliminating waste activities in every part of business (Just in time etc) |
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Term
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Definition
| employee selection process, workplace design, job design, reward systems, tech used to support service workers |
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Term
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Definition
ensure satisfactory delivery to customer
must: promise what service will be delivered and what payout will be if promise not fulfilled |
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Term
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Definition
| essential in delivering value to customer... lower costs of ops and ensure satisfied customers when supported by mgmt and appropriate tech and systems |
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Term
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Definition
| export of services to other countries |
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Term
| potential inefficiency = ? |
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Definition
| f(degree of customer contact) |
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Term
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Definition
| finding uses for by-products |
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Term
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Definition
| fit market needs but also have tech adv, usually most successful, but difficult |
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Term
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Definition
| for a finalized product that includes product specs, design specs, training procedures for operators and test results |
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Term
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Definition
| forecasting, inventory mgmt, production planning |
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Term
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Definition
having factory being focused on one type of process/product so strategies don't interfere
types of focuses: product, process, technology, volume of sales, MTS vs MTO, new products vs. mature products |
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Term
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Definition
| high variety of products from a single process |
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Term
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Definition
| high-volume standardization product with few options |
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Term
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Definition
| hybrid of MTO and MTS. subassemblies MTS, but final assembly, MTO |
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Term
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Definition
| improving usefulness of product without increasing cost or reducing cost without reducing usefulness |
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Term
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Definition
| indicate how ops objectives will be achieved (quality, process, inventory, capacity) |
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Term
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Definition
| individual's orders can be identified during production. Cycle beings with order |
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Term
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Definition
| integratino of suppliers, producers and customers |
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Term
| performance measures for MTO |
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Definition
| lead time and percentage of orders completed on time (date promised to customer) |
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Term
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Definition
| lenths of time it takes to design, make and deliver the product |
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Term
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Definition
linear sequence of operations (efficient but inflexible)
- high volume, standardized |
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Term
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Definition
makes products to customer order by using process layout
- special case of batch process
- product made to customer order
- gen purpose equip |
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Term
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Definition
| market primary basis for detmining products a firm should make, little regard for existing tech |
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Term
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Definition
| minimizing or eliminating enviro impact of operations |
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Term
| components of ops strategy |
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Definition
mission
distinctive competence
objectives
strategic decisions |
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Term
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Definition
| moderate number of choices to customers, using moderately standardized processes |
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Term
| key to mass customization |
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Definition
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Term
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Definition
| network of manufacturing and service ops that supply one another from raw materials through manufacturing to the ultimate customer (physical flow of materials, money and info along entire chain of purchasing, production and distribution) |
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Term
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Definition
| objective that will win orders from the customers in a particular segment that marketing has selected as the target market |
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Term
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Definition
| org outside your own firm perform service activities such as workforce recruiting, payroll mgmt, etc |
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Term
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Definition
| other obejctives that help to get order winner... insufficient levels of performance on order qualifiers can lose order but higher performance on order qualifiers cannot by themselves win the order |
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Term
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Definition
| percentage of orders filled from inventory |
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Term
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Definition
| process industried (ie sugar, paper, oil, elec) where output is made in continuous fashion and tends to be highly standardized with high volumes of production |
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Term
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Definition
| processes that allow few options during service delivery and are matched with customers whose needs are very similar to one another |
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Term
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Definition
| production is computer controlled and each order is uniquely identified by a bar code that specifies customer's options |
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Term
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Definition
production of product in batches or lots
- lower volume
- general purpose equipment
- flexibility
- labor more skilled |
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Term
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Definition
| reduce/eliminate pollutants from the production process |
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Term
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Definition
| relationship matrix with cust/engineering specs and relative importance of characteristics |
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Term
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Definition
| relatively high product variety and low component variety |
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Term
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Definition
| responsible for actual movement of goods/services across orgs |
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Term
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Definition
| restoring and reusing some product components in production of new products |
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Term
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Definition
| result of way the product is designed and permits accomplishment of basic function |
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Term
| competing through quality |
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Definition
| satisfying customer specs |
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Term
| key difference in service process and product-process design/matrix |
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Definition
| service process design generally doesn't vary with customer volume |
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Term
| production-line approach to service |
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Definition
| services should be standardized and the service facility itself should be designed to minimize mistakes or deviations from standards |
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Term
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Definition
| shows life cycle of typical product (usually evolves from left to right side). represents strat choices available to firms in both product and process dimensions |
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Term
| distinctive competence (operations capability) |
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Definition
something ops does better than anyone else (resources, tech, innovation)
- should match mission of ops |
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Term
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Definition
| sources inputs into transformation process of org from other orgs |
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Term
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Definition
| standard product line specified by producer... begins with producer specifying and producing product |
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Term
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Definition
| strategy to provide products in lot sizes of one in high volume |
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Term
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Definition
| takes into account not only ops strategy of firm but also the strategies of the suppliers and customers in the firm's supply chain |
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Term
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Definition
| tangible and intangible benefits that customers can derivce from consuming a good or a service at a price they are willing to pay (always in eye of customer) |
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Term
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Definition
| tech primary determinant of products firm makes, little regard for market |
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Term
| Quality Function Deployment (QFD) |
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Definition
| tool for linking customer requirements as defined by customer to technical specs |
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Term
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Definition
unique/creative products
- buildings, aircrat
- materials and labor brought to product site
- highly skilled labor |
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Term
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Definition
| used to defer a portion of the production until the point of delivery (customize at last minute) |
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Term
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Definition
| used to treat or dispose of pollutants and harmful by-products that are outputs from the process. Extends process by adding another step to deal with waste by-products |
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Term
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Definition
| using materials from other processes as inputs into a process |
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Term
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Definition
| variety of options using ATO process (ie Dell) |
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Term
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Definition
vertical: operations service system Process Design
Horizontal: customer wants and needs in service package |
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Term
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Definition
vertical: sales opportunity (high to low on left side) & production efficiency (low to high on right side)
horizontal: degree of customer contact(buffered to reactive L to R) |
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Term
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Definition
| when product designed by engineering cannot be made by operations |
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Term
| supply chain collaboration |
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Definition
| working with customers (NPD input and feedback) and suppliers (tech expertise, capability, capacity, risk) |
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Term
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Definition
| would render product useless in therms of its stated objective |
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