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Operations management – Part 1

Operations management – Part 1. Christie Sarri 31.03.2010. Lesson 1: An Introduction to Operations Management Operations & Process management 4Vs of processes Performance objectives Lesson 2: High-level Process Design Process Types Lesson 3: Process Analysis. Contents.

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Operations management – Part 1

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  1. Operations management – Part 1 Christie Sarri 31.03.2010

  2. Lesson 1: An Introduction to Operations Management • Operations & Process management • 4Vs of processes • Performance objectives • Lesson 2: High-level Process Design • Process Types • Lesson 3: Process Analysis Contents

  3. HSBC Bank – Branches in London One of the world's largest banks by assets, HSBC Holdings is active throughout the UK and Europe, North and South America, Asia/Pacific, Australia, the Middle East, and Africa. All told, the company has some 10,000 offices in more than 80 countries, providing consumer and commercial banking services, credit cards, asset management, private banking, securities underwriting and trading, insurance, and leasing. Case Study

  4. Operations management

  5. Operations management – case study

  6. 4Vs of processes

  7. Low Volume High High Low Variety High Low Variation High Low Visibility 4Vs of processes – case study

  8. Operations Performance

  9. Operations Performance

  10. Operations Performance – study case

  11. Low Variety Process Matrix High Volume

  12. Manufacturing: • Project: high customized projects, construction • Jobbing: project shares operation resources, specialist toolmakers • Batch: some periods repeating, gourmet frozen foods • Mass: repetittive and predictable, cd production • Continuous: endless flow, electricity utilities • Services: • Professional: high levels of customization, architects • Service: mix of front and back service activities, banks • Mass: mainly back service activities, supermarkets Process Types

  13. Customer enters the bank Check client’s request Sent customer to appropriate department Queue Ask a cheque book Application for Cheque book completed Check before issue Deliver to customer by post ......... ...... Process Maps – case study

  14. Cycle time = Time available / numbers • Process capacity = Work content / cycle time • Process balancing = idle time / cycle time • Little’s law: Throughput time= work in progress x cycle time Cycle time, process capacity, process balancing

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