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C hapter 8

C hapter 8. P rocess technology. Source: Corbis/Louis Psihoyes. Process technology. Process design. Operations strategy. Source: Empics. Supply n etwork design. Layout and flow. Operations management. Improvement. Design. Process technology. Job design. Planning and control.

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C hapter 8

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  1. Chapter 8 Processtechnology Source: Corbis/Louis Psihoyes

  2. Process technology Process design Operations strategy Source: Empics Supply network design Layout and flow Operations management Improvement Design Process technology Job design Planning and control Product/service design

  3. Robots are used in this example because of the hazardous environmentin which the tasks take place Source: Corbis/Yiorgos Karahalis What other examples can you think of where the safety of operators is the major motivation for investment in robot technology?

  4. 100% 50% 25% 12% Branch Telephone Cash machine Internet Technology and processing costs Cost per banking transaction 100% 80% 60% 40% 20%

  5. Network translates ePC code into useful information that can be used for monitoring and process control Internet or other network Smart Tag, microchip with antenna that transmits ePC code Control system F132.C225.DF2B12CV Reader senses item and transmits ePC code to network ePC Code, a unique number 96 bits long Operations Process

  6. Customer Technology Examples Personal communications Internet-based ordering Cash machines Active interaction with technology

  7. Customer Technology Examples Transport systems Theme park rides Car wash Passive interaction with technology

  8. Customer Technology Examples Security cameras Retail scanners Credit card tracking Hidden interaction with technology

  9. Customer Technology Intermediary Examples Call centre technology Travel agent booking system Hotel reservation system Use of technology through an intermediary

  10. Customers Front-office technology Front-office Back- office technology with technology links to the back-office Customer processing technologies Back-office Front-office -

  11. Cows are also customers 1. What advantages do you think the technology described above gives? 2. Do you think the cows mind? 3. Why do you think the farmer still goes to watch the process?

  12. QB House speeds up the cut “Why not create a no-frills barber shop where the customer could get a haircut in ten minutes at a cost of 1,000 yen?” • How does QB House compete compared with conventional hairdressers? • In what way does technology helpQB House to keep its costs down? Source: Andy Maluche/Photographers Direct

  13. the extent to which they vary in their degreeof automation the extent to which they vary in their scale the extent to which they vary in their degree of integration Categorizing process technologies Process technologies can be categorized usingthree dimensions: Source: Jonathan Roberts

  14. Scale/ scalability Coupling/ connectivity Automation Broad/ unconstrained Low Low Manual, general-purpose, small-scale, flexible technology Automated, dedicated, large-scale, relatively inflexible technology Narrow/ constrained High High Different process technologies are appropriate for different volume–variety combinations High Variety High Low Volume Low

  15. Process technology The machines and devices that create and/or deliver goods and services. Indirect process technology Technology that assists in the management of processes rather than directly contributes to the creation of products and services, for example information technology that schedules activities. Electronic point of sale (EPOS) Technology that records sales and payment transactions as and when they happen. Key Terms Test

  16. Computer numerically controlled (CNC) machine tools Machines that use a computer to control their activities, as opposed to those controlled directly through human intervention. Robots Automatic manipulators of transformed resources whose movement can be programmed and reprogrammed. Automated guided vehicles (AGVs) Small, independently powered vehicles that move material to and from value-adding operations. Key Terms Test

  17. Flexible manufacturing systems (FMS) Manufacturing systems that bring together several technologies into a coherent system, such as metal cutting and material handling technologies; usually their activities are controlled by a single governing computer. Computer-integrated manufacturing (CIM) A term used to describe the integration of computer-based monitoring and control of all aspects of a manufacturing process, often using a common database and communicating via some form of computer network. Information technology (IT) Any device, or collection of devices, that collects, manipulates, stores or distributes information, nearly always used to mean computer-based devices. Key Terms Test

  18. Distributed processing A term used in information technology to indicate the use of smaller computers distributed around an operation and linked together so that they can communicate with each other; the opposite of centralized information processing. Local area network (LAN) A communications network that operates, usually over a limited distance, to connect devices such as PCs, servers, etc. Ethernet A technology that facilitates local area networks to allow any device attached to a single cable to communicate with any other devices attached to the same cable; also now used for wireless communication that allows mobile devices to connect to a local area network. Key Terms Test

  19. World Wide Web (www) The protocols and standards that are used on the Internet for formatting, retrieving, storing and displaying information. Extranets Computer networks that link organizations together and connect with each organization’s internal network. E-business The use of Internet-based technologies either to support existing business processes or to create entirely new business opportunities. Key Terms Test

  20. E-commerce The use of the Internet to facilitate buying and selling activities. Management information systems (MIS) Information systems that manipulate information so that it can be used in managing an organization. Decision support system (DSS) A management information system that aids or supports managerial decision making; it may include both databases and sophisticated analytical models. Key Terms Test

  21. Expert systems (ES) Computer-based problem-solving systems that, to some degree, mimic human problem-solving logic. Bar code A unique product code that enables a part or product type to be identified when read by a bar code scanner. Key Terms Test

  22. Active interaction technology Customer processing technology with which a customer interacts directly, for example cash machines. Passive interactive technology Customer processing technology over which a customer has no, or very limited, control, for example cinemas and moving walkways. Key Terms Test

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