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Chapter. Producing World-Class Goods and Services. 9. 9- 1. What’s Had The Biggest Effect on Productivity?. Percentage of Workforce. Leading U.S. Manufacturing States. New York. Illinois. Ohio. California. Pennsylvania. Texas. The Production & Operations Process. Inputs. Output.

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  1. Chapter Producing World-Class Goods and Services 9 9-1

  2. What’s Had The BiggestEffect on Productivity? Percentage of Workforce

  3. Leading U.S. Manufacturing States New York Illinois Ohio California Pennsylvania Texas

  4. The Production& Operations Process Inputs Output Conversion Process Manufacturing UB’s Dry Cleaners Service

  5. OperationsManagement Functions • Facility Location • Facility Layout • Quality Control • Baldridge Award • ISO 9000/ISO 140000

  6. Performance Features Reliability Conformance Durability Serviceability Aesthetics Perceived Quality Dimensions of Quality

  7. Quality Control Standards • Six Sigma () Quality • Statistical Quality Control (SQC) • Statistical Process Control (SPC) • Deming Cycle • Quality Function Deployment (QFD) • Baldridge Award • ISO 9000/14000/19011:2002

  8. Service SectorOperations Management • Measuring Quality • Interactivity

  9. Manufacturing Sector Operations Management • Form Utility • Manufacturing Processes • Assembly Process • Continuous Process • Intermittent Process • Materials Requirement Planning • Enterprise Resource Planning • IT/Customer-Relationship Marketing

  10. Just-In-Time (JIT) Inventory Internet Purchasing Flexible Manufacturing Lean Manufacturing Mass Customization Competing in Time Technology Assisted Computer-Aided Design (CAD) Computer-Aided Manufacturing (CAM) ModernProduction Techniques

  11. Where did Productivity Rise? Growth Rate Of Output Per Hour 1990 - 2000 Source: BusinessWeek, May 27, 2002

  12. U.S. Productivity Champions1999-2003 Industry Productivity Gain Consumer Electronics 14.1% Computers 12.6% Software 5.3% Insurance 5.0% Metals & Machinery 4.5% Banking & Finance 3.9% Source: Economy.com Inc.

  13. Control Procedures • Program Evaluation & Review Techniques (PERT) • Critical Path Method (CPM) • Gantt Chart

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