OPERATIONS

Anmerkungen:

• (RIPS) Operations = Processes INPUTS (resources)  Transformed into OUTPUTS (goods & services)

1. 1. Role of Operations Management
   1. 1.1 Strategic Role of operations management

      Anmerkungen:

      • Strategic role: make sure that the processes help achieve the business's goals 
      1. Cost leadership

         Anmerkungen:

         • aim to be most price-competitive Strategies: Economies of Scales  Control costs (production & other) technology 
      2. Goods/services differentiation

         Anmerkungen:

         • distinguishing products in some way from its competitiors  focused on: Goods: features, design, quality and add ons/ additional benefits Services: time, level of expertise, qualifications/ experience and quality of materials/ technology
   2. Goods/services in different industries

      Anmerkungen:

      • Goods: Standardised - mass produced Customised - varies to customer wants/needsIntermediate good - has been created to become an input to create soemthing else perishable/non-perishable Services: customised - specialised e.g. legal/ medical Self service - e.g. checkout at coles/woolworths
   3. Interdependence with other key business functions

      Anmerkungen:

      • each business function depends on one another and must interact in order to achieve business goals - mutual dependence 
2. 2. Influences
   1. 2.1 GGET QCL
      1. Government Policies

         Anmerkungen:

         • affect management decisions source of change: can become laws and regulations
      2. Globalisation

         Anmerkungen:

         • Removal of barriers of trade between nations characterised by:- increasing integration with national economies - high degree transfer of capital:labour, intellectual capital & ideas, financial recourses & technology- global web: integration of a range of suppliers creates a network
         • Affects:  - consumers seek global brands - large/ TNC business's - organisational design & supply chain
      3. Environmental Sustainability

         Anmerkungen:

         • business operations shaped around practices that consume resources today without compromising access to those resources for future generations
         • - intergenerational equity  - sustainable use of renewable resources  - reduction use non-renewable resources - rise climate change awareness: need integrate long-term sustainable approaches  - environmental sustainable practices reduce carbon footprint
      4. Technology

         Anmerkungen:

         • design, construction & application of innovative devices, methods & machinery upon operations processes
         • Used in: Administration: organisation, planning and decision making  Processing: (all aspects) manufacturing, logistics, distribution
      5. Quality expectations

         Anmerkungen:

         • Standard of excellence customers believe is suited for product goods: - quality of design  - fit for purpose - durability  Services: - professionalism of the service provider - reliability of service provider  - level of customisation 
      6. Cost-based competition

         Anmerkungen:

         • derived from determining break-even point and applying strategies to create cost advantages over competitors
         • reducing fixed and variable costs to maximise profits without decreasing quality 
      7. Legal regulation

         Anmerkungen:

         • compliance costs: expenses with meeting requirements legal regulation avoid compliance costs via outsourcing 
         • WORK HEALTH AND SAFETY (WHS): use of machinery and interacting with business environment, safe and healthy working conditions, appropriate safety training, protective equipment
         • FAIR WORK AND ANTI-DISTRIMINATION LAWS: employees treated with diginity and respect 
   2. 2.2 Corporate Social Responsibility

      Anmerkungen:

      • open and accountable business actions based on respect for people, community/ society and broader environment 
      • - involves more than complying with laws and regulations - tripple bottom line: placing value on financial returns, social responsibility and environmental sustainability  - lean production: minimising waste in operations and becoming more efficient by lowering costs, reducing errors and defects and minimising underuse of labour  
      1. the difference between legal compliance and ethical responsibility

         Anmerkungen:

         • Legal compliance: business abiding by law  Ethical responsibility: encompasses broader integration of social, community and environmental concerns
      2. Environmental sustainability and social responsibility

         Anmerkungen:

         • Environmental sustainability: economic, social and environmental performance of a business social responsibility: business's management of social, environmental, political and human consequences of its actions
3. 3. Operations processes
   1. 3.1 Inputs
      1. Transformed Resources

         Anmerkungen:

         • transformed resources: Materials, information and customers
      2. Transforming Resources

         Anmerkungen:

         • Transforming resources: human resources and facilities
   2. 3.2 transformation processes
      1. influences 4 V's
         1. Volume
         2. Variety
         3. Variation in demand
         4. Visibility

            Anmerkungen:

            • (customer contact)
      2. Sequencing and Scheduling

         Anmerkungen:

         • sequencing: order in which activities occur Scheduling: length of time activities take within operations process
         1. Gantt Charts

            Anmerkungen:

            • a bar chart that shows both the sheduled and completed work over a period of time
         2. Critical path analysis

            Anmerkungen:

            • scheduling method shows what tasks need to be done, how long they will take and what order is necessary to complete the tasks 
      3. Technology, task design & process layout

         Anmerkungen:

         • technology: application of science/ knowledge enables people to do new things/ perform established tasks in new and better ways administrative technology: Email, Skype, phone calls Manufacturing technology: robotics, computer-aided design (CAD), computer-aided manufacturing (CAM)
         • task design: classifying job activities so employees can successfully perform and complete tasks - involves job analysis and can be done after a skills audit has been conducted  - plant (office/factory) layout: planning arrangement of workplace to streamline transformation processes
         • Process layout: Machines and equipment grouped together by function they perform e.g hospitals - dedicated to different types of medical care (maternity wards) Product layout: machines and equipment relates to sequence of tasks performed in manufacturing product e.g. assembly line fixed position layout: employees and equipment come to product e.g. car repair business office layout: workstations e.g. service based sectors
      4. Monitoring, control & improvement

         Anmerkungen:

         • Monitoring: measuring actual performance against planned performance key performance indicators (KPI): predetermined variables measured so appropriate control to operations processes can be made e.g. lead times, inventory, turnover rates, cost analysis
         • control: corrective action taken if there is a discrepancy with performance and goals - can be done by setting reasonable performance targets - regular performance review: indicates intervention/ corrective action may need to be taken
         • improvement: systematic reduction of inefficiencies and wastage, poor work process and elimination of any bottlenecks Bottleneck: transformation process which slows overall processing speed or creates an impediment causeing backlog of incompletely processed products
   3. 3.3 outputs

      Anmerkungen:

      • the end result of business efforts - good or service provided or delivered to customers 
      1. Customer service

         Anmerkungen:

         • how well business meets and exceeds expectations of customers in all aspects of its operations
         • needs review is customer expresses dissatisfaction: - defective - not meeting quality expectations - lead times too long - warranty claim 
      2. Warranties

         Anmerkungen:

         • promise by business will correct any defects in goods/ service they produce/ deliver
         • - effectiveness operations seen by number of warranty claims  - can improve transformation process: identifying fault in manufacturing and rectifying it
4. 4. Operations Strategies
   1. 4.1 performance objectives

      Anmerkungen:

      • Come Do Speed Quickly  Cause Fun
      1. quality

         Anmerkungen:

         • Design: how well a good is made of service is delivered  Conformance: How well Good/ Service meets prescribed design with certain specification  Service: how reliable, suitable and timely service delivery is   
      2. speed

         Anmerkungen:

         • time it takes for production and operations processes to respond to changs in market demand 
      3. dependability

         Anmerkungen:

         • how consistent and reliable business's goods/ services are 
      4. flexibility

         Anmerkungen:

         • how quickly operations processes can adjust to changes in market 
      5. customisation

         Anmerkungen:

         • creation individualised goods/services to meet specific needs of customers 
      6. cost

         Anmerkungen:

         • minimisation expenses so operations processes can be conducted cheap as possible 
   2. 4.2 New product or service design and development

      Anmerkungen:

      • - market research -product concept - specification developement - product design - prototype development - prototype testing inc. market testing - product refinement - production processes refined - production product launch - distribution 
      • Product:  develop either: - consumer preferences  - changes and innovations in technology  important factors: -quality  - supply chain management  - capacity management  - cost
      • service:  intangible: consumed as produced  explicit: application of time, expertise, skill effort  Implicit: feeling of being looked after
   3. 4.3 supply chain management

      Anmerkungen:

      • management and flow supplies throughout all input, transformations processes and outputs
      • factors influencing choice of suppliers: - consumer demand - quality inputs required - flexibility and timeliness supply  - cost
      1. logistics

         Anmerkungen:

         • physical distributions and transportation of products  storage: secure location hold stock until required  Warehousing: warehouse for storage, protection and later distribution of stock Distribution centres: not intended for long-term storage materials handling and packaging 
      2. e-commerce

         Anmerkungen:

         • buying and selling goods and services via internet e-procurement: use online systems manage supply, allow suppliers direct access to business's level supplies  B2B: business source products from suppliers online  B2C: customers direct access to products 
      3. global sourcing

         Anmerkungen:

         • purchasing supplies/ services without being constrained by location
         • buying from wherever suppliers are best meet sourcing requirements  allows:  - cost and expertise advantages  - access new technologies and resources  challenges: - increased cost logistics, storage and distribution - managing different regulatory conditions between nations 
   4. 4.4 outsourcing
      1. advantages

         Anmerkungen:

         • - provides capacity to focus on core competencies thus improving performance  - efficiency and cost savings  - access to new skills/ resources 
      2. disadvantages

         Anmerkungen:

         • - huge start-up costs  - communication and language barriers  - loss of control of standards and information security - resistance to change form employees afraid of losing jobs 
   5. 4.5 technology
      1. leading edge

         Anmerkungen:

         • most advanced/ innovative any point in time  can help to: - create more products quickly and higher standards  - reduce waste - operate more effectively 
      2. established

         Anmerkungen:

         • widely accepted and used  can help to: establish basic standards for productivity and speed 
   6. 4.6 inventory management
      1. advantages & disadvantages of holding stock

         Anmerkungen:

         • advantages: - ability respond quickly changes in demand - prevent consumer seeking to buy alternative business - reduces lead times between order and delivery - increasing customer satisfaction, hence likelihood of a second purchase - stocks are an asset and of value to business - reflect well on balance sheet  - older stock can be sold at reduced prices and encourage cash flow
         • disadvantages: - costs of storage, spoilage, insurance, theft and handling - tying up of money could be applied elsewhere  - cost of obsolescence if stock remains unsold 
      2. LIFO

         Anmerkungen:

         • (last-in-first-out) assumes last goods purchased are first sold 
      3. FIFO

         Anmerkungen:

         • (first-in-first-out) assumes first goods purchased are the first sold
      4. JIT

         Anmerkungen:

         • (just-in-time) ensures exact amount of material inputs arrive only as they are needed in the operations process
   7. 4.7 quality management
      1. control

         Anmerkungen:

         • - inspections at various points in production process to check for problems and defects  - testing to access quality of prducts/ processes against standards
      2. assurance

         Anmerkungen:

         • - system to ensure set standards are achieved to production - applicaiton of international quality standards (e.g. ISO 9000 series 
      3. improvement

         Anmerkungen:

         • - continuous improvement  - Kaizen: continuous improvement in all business areas - total quality management: commitment and responsibility of every employee of business 
   8. 4.8 overcoming resistance to change

      Anmerkungen:

      • Managing change effectively:  - successful managers must anticipate and adjust to changing circumstances rather than being passive  - must be proactive not reactive  - changes must occur at steady pace to be integrated into business - create a culture of change - using change agents: somebody who initiates/ facilitates the change process  - setting achievable goals SMART Specific Measurable  Achievable Realistic  Timely 
      1. financial costs
         1. purchasing new equipment

            Anmerkungen:

            • - improves operations  - recuperate costs though value adding in transformation process
         2. redundancy payments

            Anmerkungen:

            • loss of work arising from job skills no longer required 
         3. retraining

            Anmerkungen:

            • - reorganisation of business's internal hierarchy or new technology - change in job roles - acquire different work skills
         4. reorganising plant layout

            Anmerkungen:

            • - long-term greater efficiencies 
      2. Psychological costs
         1. inertia

            Anmerkungen:

            • Psychological resistance to change: feel: - job prospect threatened - loss career opportunities  - find new technology/  equipment intimidating 
   9. 4.9 global factors
      1. Global sourcing

         Anmerkungen:

         • - purchasing supplies/ services without being constrained by location  Benefits: - purchase supplies/ services without constrained by location  - cost advantages  Challenges: - increased cost logistics, storage and distribution  - managing different regulatory conditions between nations  - financial (exchange rate fluctuations) Contractual (language and cultural differences)
      2. economies of scale

         Anmerkungen:

         • business selling to global market - achieved as scale of production increases - decrease in cost per unit - increasing profits 
      3. scanning & learning

         Anmerkungen:

         • help managers adopt best/ suitable practise to business operations 
      4. research & development

         Anmerkungen:

         • - influence level innovation, quality and competitive advantage  - govt. encourages through taxation incentives and grants - assist businessinvest and allocate resources into R&D - Ascertaining what consumers want and assisting to create products that meet their needs