Lecture Notes_Chapter 02 BUS508

Lecture Notes_Chapter 02 BUS508 - BUS 508 Lecture Notes...

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BUS 508 Lecture Notes Chapter 2 Operations Performance Operations and process management can contribute to competitiveness through o Lower costs o Lower operational risk o Lower capital requirements o High level of service (securing revenue) o Providing the capabilities for future innovation The five competitive objective is o Quality (Being RIGHT) o Speed (Being FAST) o Dependability (Being ON TIME) o Flexibility (Being ABLE TO CHANGE) o Cost (Being PRODUCTIVE) o The five competitive objectives have both internal benefits, including Error-free processes Fast throughout Reliable operation Ability to change Minimum costs, maximum value; o And external benefits, including Error-free products and services Quick delivery Dependable delivery 1
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Frequent new products, maximum choice Minimum price, highest value What does Quality mean in o A hospital Patients receive the most appropriate treatment. Treatment is carried out in the correct manner. Patients are consulted and kept informed. Staff are courteous, friendly and helpful. o An automobile plant All assembly is to specification. Product is reliable. All parts are made to specification. The product is attractive and blemish-free. o A bus company The buses are clean and tidy. The buses are quiet and fume-free. The timetable is accurate and user-friendly. Staff are courteous, friendly and helpful. o A supermarket The store is clean and tidy. Decor is appropriate and attractive. Goods are in good condition. Staff are courteous, friendly and helpful. Two common meanings of ‘Quality’ o Quality as the specification of a product or service (e.g. Lower Hurst Farm produces organic meat raised exclusively on its own farm). o
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Lecture Notes_Chapter 02 BUS508 - BUS 508 Lecture Notes...

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