1 JMP 5023 OPERATIONS & TECHNOLOGY MANAGEMENT INTRODUCTION TO OPERATIONS MANAGEMENT

2 Introduction to Operations Management Operations management (OM) is the science and art of ensuring that goods and services are created and delivered successfully to customers. The principles of OM help one to view a business enterprise as a total system, in which all activities are coordinated not only vertically throughout the organization, but also horizontally across multiple functions. Operations management (OM) is the science and art of ensuring that goods and services are created and delivered successfully to customers. The principles of OM help one to view a business enterprise as a total system, in which all activities are coordinated not only vertically throughout the organization, but also horizontally across multiple functions.

3 Example of “What Operations Managers Do?” Planning and budgeting Inventory management Scheduling and capacity Example of “What Operations Managers Do?” Planning and budgeting Inventory management Scheduling and capacity

Discussion What are the roles of operations management in your organization? Have you encounter any operations problems? How do you/your organization handle the problems? Any improvements? 4

5 Understanding Goods and Services A good is a physical product that you can see, touch, or possibly consume. A durable good is a product that typically lasts at least three years. A service is any primary or complementary activity that does not directly produce a physical product.

6 Understanding Goods and Services Service management integrates marketing, human resource, and operations functions to plan, create, and deliver goods and services, and their associated service encounters. A service encounter is an interaction between the customer and the service provider.

7 Understanding Goods and Services A broader definition is Service encounters consist of one or more moments of truth – any episodes, transactions, or experiences in which a customer comes into contact with any aspect of the delivery system, however remote, and thereby has an opportunity to form an impression.

8 Similarities Between Goods and Services 1. Goods and services provide value and satisfaction to customers who purchase and use them. 2. They both can be standardized or customized to individual wants and needs. 3. A process creates and delivers each good or service, and therefore, OM is a critical skill.

9 Differences Between Goods and Services 1. Goods are tangible while services are intangible. 2. Customers participate in many service processes, activities, and transactions. 3. The demand for services is more difficult to predict than the demand for goods. 4. Services cannot be stored as physical inventory. 5. Service management skills are paramount to a successful service encounter. 6. Service facilities typically need to be in close proximity to the customer. 7. Patents do not protect services.

Discussion What is a good service? What is a bad service? 10

11 How Goods and Services Affect Operations Management Activities

12 Examples of Goods and Service Content

13 Customer Benefit Packages A customer benefit package (CBP) is a clearly defined set of tangible (goods-content) and intangible (service-content) features that the customer recognizes, pays for, uses, or experiences. In simple terms, a CBP is some combination of goods and services configured in a certain way to provide value to customers. A CBP consists of a primary good or service, coupled with peripheral goods and/or services.

14 Customer Benefit Packages A primary good or service is the “core” offering that attracts customers and responds to their basic needs. For example, the primary service of a personal checking account is the capability to do convenient financial transactions.

15 Customer Benefit Packages A peripheral goods or services are those that are not essential to the primary good or service, but enhance it. Examples of peripheral goods or services for a personal checking account: on-line access and bill payment, debit card, designer checks, paper or electronic account statement, etc. Remember each primary or peripheral good or service requires a process to create and deliver it to customers.

16 Customer Benefit Packages A variant is a CBP attribute that departs from the standard CBP and is normally location or firm specific. A variant allows for adding unique goods or services such as a fishing pond or pool at an automobile dealership where kids can fish while the parents shop for vehicles. Once a variant is incorporated and standardized into all CBP delivery sites on a continuous basis it becomes a permanent peripheral good or service.

17 A CBP Example for Purchasing a Vehicle

18 Operations Management and the Customer Benefit Package

19 Customer Wants and Needs, CBP Definition, and Process Design Automobile Example

20 Customer Benefit Packages It is very important that you understand the difference between customer wants and needs versus the CBP features selected by management to fulfill those needs. Processes create CBP features such as the (a) physical vehicle itself or (b) a leasing package that fits what the customer can afford. These CBP features fulfill certain customer’s wants and needs such as (a) physical transportation from point A to B, or (b) how can I pay for the vehicle?

21 PROCESSES & VALUE CHAINS Process – a sequence of activities that is intended to create certain result such as physical goods, service or information. Key processes include: 1)Value creation processes 2) Support processes 3) General management processes Transformation process – creation of value in terms of time, place, information, entertainment, exchange or form utility Value chain – network of processes that create value for customers Process – a sequence of activities that is intended to create certain result such as physical goods, service or information. Key processes include: 1)Value creation processes 2) Support processes 3) General management processes Transformation process – creation of value in terms of time, place, information, entertainment, exchange or form utility Value chain – network of processes that create value for customers

22 How Primary, Support, Supplier, and Management Processes Are Related

23 Organization by Function versus Process

24 OM: A HISTORY OF CHANGE & CHALLENGE FOCUS ON EFFICIENCY QUALITY REVOLUTION COMPETING THROUGH CUSTOMIZATION & DESIGN TIME-BASED COMPETITION THE SERVICE REVOLUTION MODERN CHALLENGES??? FOCUS ON EFFICIENCY QUALITY REVOLUTION COMPETING THROUGH CUSTOMIZATION & DESIGN TIME-BASED COMPETITION THE SERVICE REVOLUTION MODERN CHALLENGES???

25 Five Eras of Operations Management