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Operations management

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Operations management Part 1 Christie Sarri 31.03.2010 Contents Lesson 1: An Introduction to Operations Management Operations & Process management 4Vs of ... – PowerPoint PPT presentation

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Title: Operations management


1
Operations management Part 1
  • Christie Sarri 31.03.2010

2
Contents
  • Lesson 1 An Introduction to Operations
    Management
  • Operations Process management
  • 4Vs of processes
  • Performance objectives
  • Lesson 2 High-level Process Design
  • Process Types
  • Lesson 3 Process Analysis

3
Case Study
  • HSBC Bank Branches in London
  • One of the world's largest banks by assets,
    HSBC Holdings is active throughout the UK and
    Europe, North and South America, Asia/Pacific,
    Australia, the Middle East, and Africa. All told,
    the company has some 10,000 offices in more than
    80 countries, providing consumer and commercial
    banking services, credit cards, asset management,
    private banking, securities underwriting and
    trading, insurance, and leasing.

4
Operations management
5
Operations management case study
6
4Vs of processes
7
4Vs of processes case study
Volume
Low
High
High
Low
Variety
High
Low
Variation
High
Low
Visibility
8
Operations Performance
9
Operations Performance
10
Operations Performance study case
11
Process Matrix
Low Variety
High Volume
12
Process Types
  • Manufacturing
  • Project high customized projects, construction
  • Jobbing project shares operation resources,
    specialist toolmakers
  • Batch some periods repeating, gourmet frozen
    foods
  • Mass repetittive and predictable, cd production
  • Continuous endless flow, electricity utilities
  • Services
  • Professional high levels of customization,
    architects
  • Service mix of front and back service
    activities, banks
  • Mass mainly back service activities,
    supermarkets

13
Process Maps case study
Customer enters the bank
Check clients request
Sent customer to appropriate department
Queue
Ask a cheque book
Application for Cheque book completed
Check before issue
Deliver to customer by post
.........
......
14
Cycle time, process capacity, process balancing
  • Cycle time Time available / numbers
  • Process capacity Work content / cycle time
  • Process balancing idle time / cycle time
  • Littles law
  • Throughput time work in progress x cycle time
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