1. Operations Management
Jones & Robinson
Operations Management
Chapter 9
Designing Processes
and Using Technology

2. Learning Objectives
Outline the principles of process design using different types of process chart
Discuss alternative approaches to process improvement
Discuss the role of technology in materials processing operations (MPOs)
Discuss the role of technology in customer processing operations (CPOs)

3. Process & Technology
Process is a systematic arrangement of actions design to achieve specific outcomes
Technology – the use of technical means to achieve process outcomes

4. Process Design The characteristics of a well designed process are:
each element is consistent with the overall purpose of the operating system
the whole process is user friendly, with easy to understand steps
the whole process is robust (i.e. can take small variations without affecting delivery)
consistency is easily maintained at every stage
there are effective links with other processes within the operating system
the whole process is cost effective

5. Process Flow Chart
A method of identifying key aspects of an operations process using symbols
Easy to identify value adding and non-value adding processes
An aid to process design and layout design

6. Process Flow Chart Operation Inspection Transportation Delay NOTE:
Only the Operation
Process adds value
all the others add cost
Storage

7. Process Flow Chart
A process flow chart includes: Communication – showing the relationship between task owners, usually depicted by a line or arrow Activity – i.e. operation, inspection, transport, storage or delay Time – cycle time, process time, wait time Distance – distance between operations and the distance workers need to move between individual steps in the process.

8. Some Basics of Process Design
Are the steps arranged in a logical sequence?
Are the capacities of each step balanced?
How much flexibility is available at each step?
Can steps be combined or should parallel steps be considered?
Have customer process interactions been considered at each step?

9. Process Improvement A number of different tools and techniques:
Pareto analysis – the ‘80/20’ rule
Pairs comparison – to create a priority list
Soft systems analysis – so-called ‘rich pictures’ qualitative problem analysis
Failure mode and effect analysis (FMEA) – a system to analyze potential failures within a system.
Fishbone (cause and effect) analysis

10. Fishbone Analysis
Example of Fishbone (Cause and Effect) Analysis

11. Technology in MPO’s
Technology can impact on materials processing operations (MPO’s) in a number of ways:
The operation itself (such as moulding, fabricating or printing)
Transport and movement systems
Storage systems
Inspection technologies

12. Technology in CPO’s
Technology can be introduced into customer processing operations (CPO’s) in a number of different ways:
Both customers and employees interact with it
e.g. supermarket checkout
Only the employee interacts with it e.g. hotel check-in
Only the customer interacts with it e.g. vending machine
The customer interacts passively with it e.g. passive display boards
There is ‘hidden’ technology e.g. CCTV surveillance

13. Technology in CPO’s