Chapter 21 - Chapter 21 OPERATIONS AND MANAGEMENT...

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Chapter 11: Strategic Leadership Chapter 21 © Oxford University Press Southern Africa, 2008. All rights reserved. OPERATIONS AND MANAGEMENT: ACTIVITIES, TECHNIQUES AND METHODS
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Chapter 11: Strategic Leadership Chapter Content Opening case: BMW (South Africa) Introduction Operations design The nature of operations design The design of products and services The design of operational processes Operations planning and control Operations improvement The nature of operations improvement Failure prevention and recovery Total quality management © Oxford University Press Southern Africa, 2008. All rights reserved.
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Chapter 11: Strategic Leadership THE NATURE OF OPERATIONS DESIGN
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Chapter 11: Strategic Leadership THE DESIGN OF PRODUCTS AND SERVICES Operations managers are not solely responsible for the design of a product or service; they are, however, indirectly responsible for providing the information and advice on which the ultimate success of the development and manufacture of the product or service depends. The design of a product or service begins and ends with the customer. Through the design and production of a good quality product, the business’ competitive position is reinforced in the marketplace.
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Chapter 11: Strategic Leadership THE COMPOSITION OF PRODUCTS AND SERVICES A product or service is broadly defined as anything that can be offered to a customer in order to satisfy his or her needs. Products and services consist of three interdependent components: Idea or concept Package composition of products and services Process for creating the package
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Chapter 11: Strategic Leadership STAGES IN THE DESIGN OF PRODUCTS AND SERVICES The ultimate result of the design of products and services is the full detailed specification of the product or service. To obtain a full detailed specification a number of steps must be followed: Idea or concept generation The screening process Preliminary design Evaluation and improvement Prototype and final design
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Chapter 11: Strategic Leadership TECHNIQUES AND METHODS USED DURING THE PRODUCT OR SERVICE DESIGN Let’s look at two relatively simple methods or techniques: Basic product structures and bills of materials Simple flow charts
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Chapter 11: Strategic Leadership THE DESIGN OF OPERATIONAL
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This note was uploaded on 03/22/2011 for the course MNB 101D taught by Professor Unknown during the Spring '09 term at University of South Africa.

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Chapter 21 - Chapter 21 OPERATIONS AND MANAGEMENT...

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