Service ops mgt Week6_Session1_Services Management

Service ops mgt - Service Operations Management Instructor:ManpreetHora Office:Room4252 Phone:4043853465 Email:[email protected] Agenda

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Click to edit Master subtitle style Service Operations Management Instructor: Manpreet Hora Office: Room 4252 Phone: 404-385-3465 Email: [email protected]
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Agenda ¡ Process analysis ¡ Importance l Context of Wait Times ¡ Elements of a process ¡ Types of processes ¡ Process performance metrics
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Process Analysis ¡ Process analysis  is the documentation and detailed  understanding of how work is performed and how it  1 Identify Opportu nity 2 Define Scope 3 Docume nt Process 5 Redesign Process 6 Implem ent Change s 4 Evaluat e Perform ance
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How Process Analysis fits the Operations Management Philosophy Operations As a Competitive Weapon Operations Strategy Project Management Process Strategy Process Analysis Process Performance and Quality Constraint Management Process Layout Lean Systems Supply Chain Strategy Location Inventory Management Forecasting Sales and Operations Planning Resource Planning Scheduling
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A Systematic Approach to Process Analysis ¡ Suggestion system : a voluntary system by which employees  submit their ideas on process improvements. ¡ Design team : A group of knowledgeable, team-oriented  individuals who work at one or more steps in the process, do the  process analysis and make the necessary changes. ¡ Metrics : Performance measures that are established for a  process and the steps within it. ¡ Flowcharts : A diagram that traces the flow of information,  customers, equipment, or materials through the various steps of a  process.
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Management of Queues ¡ Queues are almost inevitable and arise from a  mismatch between supply and demand ¡ Study of queues have a broad applications and  implications for management (e.g. management of  lead times/system variability, inventory/capacity  management, consumer perceptions, design of  web-based infrastructures)
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¡ Capacity problems are very common in industry and one of the main  drivers of process redesign l Need to balance the cost of increased capacity against the gains of 
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This note was uploaded on 01/25/2011 for the course MGT 4803 taught by Professor Staff during the Spring '08 term at Georgia Institute of Technology.

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Service ops mgt - Service Operations Management Instructor:ManpreetHora Office:Room4252 Phone:4043853465 Email:[email protected] Agenda

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