Ucebnice_en

1
1. Chapter 1 – Introduction to operations and Competitiveness...............................................4
1.1. Just What Do Operations Managers Do?.............................................................................4
1.2. The Operations Function......................................................................................................5
1.3. A Brief History of Operations Management........................................................................6
1.4. Globalization......................................................................................................................10
1.5. Services ..............................................................................................................................12
1.6. Competitiveness.................................................................................................................12
1.7. Productivity as a Measure of Competitiveness..................................................................13
1.8. Competitive Industries .......................................................................................................14
1.9. Competitive Firms..............................................................................................................15
1.10. Issues and Trends in Operations ....................................................................................15
1.11. Primary Topics in Operations Management ..................................................................16
1.12. Organization and Purpose of This Book ........................................................................17
1.13. Summary ........................................................................................................................18
2. Chapter 2 – Operations strategy.............................................................................................19
2.1. So You Have a Mission Statement . . . Now What? ..........................................................19
2.2. Strategy Formulation..........................................................................................................19
2.3. Process-Centered Strategies...............................................................................................22
2.4. Strategy Deployment..........................................................................................................24
2.5. Operations Strategy............................................................................................................26
2.6. Processes and Technology .................................................................................................27
2.7. Summary ............................................................................................................................29
3. Chapter 3 – Quality management...........................................................................................31
3.1. Total Customer Satisfaction at Motorola...........................................................................31
3.2. The Meaning of Quality.....................................................................................................32
3.3. Total Quality Management ................................................................................................35
3.4. Strategic Implications of TQM ..........................................................................................40
3.5. TQM in Service Companies...............................................................................................41
3.6. The Cost of Quality............................................................................................................42
3.7. The Effect of Quality Management on Productivity..........................................................45
3.8. Quality Improvement and the Role of Employees.............................................................47
3.9. Identifying Quality Problems and Causes..........................................................................49
3.10. Quality Awards and the Competitive Spirit...................................................................51
3.11. ISO 9000 ........................................................................................................................53
3.12. Summary ........................................................................................................................55
4. Chapter 4 – Statistical quality control ...................................................................................56
4.1. Statistical Process Control at Kurt Manufacturing ............................................................56
4.2. Statistical Process Control .................................................................................................57
4.3. Control Charts....................................................................................................................58
4.4. SPC with Excel, Excel OM and POM for Windows .........................................................66
4.5. Acceptance Sampling.........................................................................................................67
4.6. Summary ............................................................................................................................70
5. Chapter 5 – Produkt and service design ................................................................................72
5.1. Ford Engages in Long-Distance Design ............................................................................72
5.2. Strategy and Design ...........................................................................................................72
5.3. The Design Process............................................................................................................73
5.4. Improving the Design Process ...........................................................................................77
5.5. Technology in Design ........................................................................................................88
5.6. Service Design ...................................................................................................................90
5.7. Summary ............................................................................................................................95
6. Chapter 6 – Process Planning, analysis, and reengenieering...............................................96
6.1. Dell Excels .........................................................................................................................96
2
6.2. Types of Processes.............................................................................................................96
6.3. Process Planning ................................................................................................................99
6.4. Process Analysis ..............................................................................................................104
6.5. Process Reengineering .....................................................................................................107
6.6. Technology Decisions......................................................................................................110
6.7. Summary ..........................................................................................................................118
7. Chapter 7 – Facility layout....................................................................................................120
7.1. Pittsburgh International: An Efficient Layout .................................................................120
7.2. Basic Layouts...................................................................................................................120
7.3. Designing Process Layouts ..............................................................................................124
7.4. Designing Product Layouts..............................................................................................128
7.5. Hybrid Layouts ................................................................................................................130
7.6. Summary ..........................................................................................................................138
8. Chapter 8 – Human resources in oparation management .................................................139
8.1. Employee Satisfaction at Federal Express.......................................................................139
8.2. Human Resources in the Strategic Planning Process.......................................................140
8.3. The Changing Nature of Human Resources Management...............................................141
8.4. Contemporary Trends in Human Resources Management ..............................................144
8.5. The Elements of Job Design ............................................................................................149
8.6. Job Analysis .....................................................................................................................150
8.7. Work Measurement..........................................................................................................153
8.8. Summary ..........................................................................................................................160
9. Chapter 9 – Supply Chain Management..............................................................................161
9.1. Supply Chain Management at The Moscow McDonald's................................................161
9.2. Supply Chain Design: A Strategic Issue..........................................................................162
9.3. The Global Supply Chain.................................................................................................169
9.4. Purchasing and Suppliers.................................................................................................171
9.5. Types of Facilities............................................................................................................174
9.6. Site Selection: Where to Locate.......................................................................................175
9.7. Location Analysis Techniques.........................................................................................180
9.8. Transportation and Distribution Systems.........................................................................182
9.9. Summary ..........................................................................................................................186
10. Chapter 10 – Forecasting ......................................................................................................187
10.1. Forecasting Along the Supply Chain at American Airlines.........................................187
10.2. The Strategic Role of Forecasting in Supply Chain Management and TQM ..............188
10.3. Components of Forecasting Demand...........................................................................189
10.4. Time Series Methods ...................................................................................................194
10.5. Forecast Accuracy........................................................................................................198
10.6. Time Series Forecasting Using Excel, Excel OM and POM for Windows .................201
10.7. Regression Methods.....................................................................................................202
10.8. Summary ......................................................................................................................206
11. Chapter 11 – Kapacity planning and aggregate prduction planning................................207
11.1. Planning Hospital Needs..............................................................................................207
11.2. Capacity Planning ........................................................................................................207
11.3. Aggregate Production Planning ...................................................................................210
11.4. Strategies for Meeting Demand ...................................................................................211
11.5. Strategies for Managing Demand ................................................................................214
11.6. Hierarchical Planning Process .....................................................................................216
11.7. Aggregate Planning for Services..................................................................................217
11.8. Summary ......................................................................................................................217
12. Chapter 12 – Inventory management...................................................................................219
12.1. Parts Inventory Management at IBM...........................................................................219
3
12.2. The Elements of Inventory Management.....................................................................220
12.3. Inventory Control Systems...........................................................................................223
12.4. Economic Order Quantity Models ...............................................................................225
12.5. Quantity Discounts with Constant Carrying Cost........................................................230
12.6. Reorder Point ...............................................................................................................231
12.7. Order Quantity for a Periodic Inventory System .........................................................234
12.8. Summary ......................................................................................................................235
13. Chapter 13 – Material Requirement Planning....................................................................236
13.1. Five Million Possibilities at Hubbell Lighting.............................................................236
13.2. Objectives and Applicability of MRP..........................................................................236
13.3. MRP Inputs ..................................................................................................................238
13.4. The MRP Process.........................................................................................................244
13.5. MRP Outputs................................................................................................................244
13.6. Capacity Requirements Planning.................................................................................246
13.7. Manufacturing Resource Planning (MRP II) ...............................................................249
13.8. Problems and Prospects of MRP/MRP II ....................................................................251
13.9. Enterprise Resource Planning ......................................................................................253
13.10. SAP R/3........................................................................................................................253
13.11. Summary ......................................................................................................................254
14. Chapter 14 – Scheduling........................................................................................................256
14.1. Hot, Warm, and Cold at TCONA ................................................................................256
14.2. Objectives in Scheduling .............................................................................................257
14.3. Loading ........................................................................................................................257
14.4. Sequencing...................................................................................................................258
14.5. Monitoring ...................................................................................................................261
14.6. Finite Scheduling .........................................................................................................262
14.7. Employee Scheduling ..................................................................................................263
14.8. Summary ......................................................................................................................264
15. Just-in-time systems...............................................................................................................266
15.1. JIT Smooths the Flow ..................................................................................................266
15.2. Basic Elements of JIT ..................................................................................................266
15.3. Benefits of JIT..............................................................................................................281
15.4. JIT Implementation......................................................................................................282
15.5. JIT in Services..............................................................................................................283
15.6. Summary ......................................................................................................................283
16. Waiting line models for service impovement.......................................................................285
16.1. Providing Quality Telephone Order Service at L. L. Bean..........................................285
16.2. Elements of Waiting Line Analysis .............................................................................286
16.3. Waiting Line Analysis and Quality..............................................................................290
16.4. Single-Channel, Single-Phase Models.........................................................................291
16.5. Multiple-Channel, Single-Phase Models .....................................................................295
16.6. Summary ......................................................................................................................297
17. Project Management..............................................................................................................298
17.1. Product Design Teams at Chrysler and Ford ...............................................................298
17.2. The Elements of Project Management .........................................................................298
17.3. The Gantt Chart............................................................................................................301
17.4. CPM/PERT ..................................................................................................................302
17.5. Probabilistic Activity Times ........................................................................................310
17.6. Project Crashing and Time-Cost Trade-Off.................................................................313
17.7. Summary ......................................................................................................................315
4

1. Chapter 1 – Introduction to operations and Competitiveness
1.1. Just What Do Operations Managers Do?
Operations managers are the improvement people, the realistic, hard-nosed, make-it-work, get-it-
done people. They perform a variety of tasks in many different types of businesses and
organizations. Let's meet Rebecca Oesterle, production manager for Eveready Battery Company;
Claire Thielen, management engineer for Memorial Hospitals Association; and Ada Liu, division
manager for Li & Fung trading company.
Rebecca Oesterle began her career at Eveready analyzing and coordinating quality and productivity
improvements for the production process. She later served as third-shift supervisor, planner and
scheduler of miniature battery production and project leader for the movement of assembly
operations to Mexico and the $8 million expansion of air cell production. Now she manages the
entire production process at the Maryville alkaline plant, coordinating the work of 13 supervisors
and more than 500 production workers. Rebecca gets the product out the door for Eveready.
Claire Thielen facilitates continuous quality improvement projects and analyzes methods and
systems for a large medical center. Her projects include determining staffing patterns and workflow
for computerized booking systems; consolidating policies, procedures, and practices for the merger
of two hospitals; analyzing demand for 911 services; designing clinical studies of new medication
effectiveness; and conducting training sessions on process mapping and analysis. Claire ensures a
smooth flow of operations for Memorial Hospitals.
Ada Liu coordinates global production and distribution for one of Li & Fung's major clients,
Gymboree. Her 40-person staff in Hong Kong includes merchandising, raw material purchasing,
quality assurance, technical support, and shipping. She has dedicated sourcing teams in China, the
Philippines, and Indonesia, and employees or