How do we define quality service and product design

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How do we define quality? Service and product design What product or service should we offer? How should we design these products and services?
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Operations Management 79-29 Business School of Central South University The Critical Decisions - Continued The Critical Decisions - Continued Process and capacity design What processes will these products require and in what order? What equipment and technology is necessary for these processes? Location Where should we put the facility On what criteria should we base this location decision?
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Operations Management 79-30 Business School of Central South University The Critical Decisions - Continued The Critical Decisions - Continued Layout design How should we arrange the facility? How large a facility is required? Human resources and job design How do we provide a reasonable work environment? How much can we expect our employees to produce?
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Operations Management 79-31 Business School of Central South University The Critical Decisions - Continued The Critical Decisions - Continued Supply chain management Should we make or buy this item? Who are our good suppliers and how many should we have? Inventory, material requirements planning, How much inventory of each item should we have? When do we re-order?
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Operations Management 79-32 Business School of Central South University The Critical Decisions - Continued The Critical Decisions - Continued Intermediate, short term, and project scheduling Is subcontracting production a good idea? Are we better off keeping people on the payroll during slowdowns? Maintenance Who is responsible for maintenance? When do we do maintenance?
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Operations Management 79-33 Business School of Central South University Where are the OM Jobs Where are the OM Jobs
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Operations Management 79-34 Business School of Central South University Where are the OM Jobs Where are the OM Jobs
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Operations Management 79-35 Business School of Central South University Where Are the OM Jobs? Where Are the OM Jobs? Technology/methods Facilities/space utilization Strategic issues Response time People/team development Customer service Quality Cost reduction Inventory reduction Productivity improvement
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Operations Management 79-36 Business School of Central South University The Heritage of Operations Management The Heritage of Operations Management
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Operations Management 79-37 Business School of Central South University Significant Events in Operations Significant Events in Operations Management Management
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Operations Management 79-38 Business School of Central South University The Heritage of The Heritage of Operations Management Operations Management Division of labor (Adam Smith 1776 and Charles Babbage 1852) Standardized parts (Whitney 1800) Scientific Management (Taylor 1881) Coordinated assembly line (Ford/Sorenson/Avery 1913) Gantt charts (Gantt 1916) Motion study (Frank and Lillian Gilbreth 1922 Quality control (Shewhart 1924; Deming 1950) Computer (Atanasoff 1938) CPM/PERT (DuPont 1957)
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