Operations Management in Manufacturing and Service Industries”, Chapter 11 from the Book an Introduction to Business (Index.Html) (V
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This is “Operations Management in Manufacturing and Service Industries”, chapter 11 from the book An Introduction to Business (index.html) (v. 1.0). This book is licensed under a Creative Commons by-nc-sa 3.0 (http://creativecommons.org/licenses/by-nc-sa/ 3.0/) license. See the license for more details, but that basically means you can share this book as long as you credit the author (but see below), don't make money from it, and do make it available to everyone else under the same terms. This content was accessible as of December 29, 2012, and it was downloaded then by Andy Schmitz (http://lardbucket.org) in an effort to preserve the availability of this book. Normally, the author and publisher would be credited here. However, the publisher has asked for the customary Creative Commons attribution to the original publisher, authors, title, and book URI to be removed. Additionally, per the publisher's request, their name has been removed in some passages. More information is available on this project's attribution page (http://2012books.lardbucket.org/attribution.html?utm_source=header). For more information on the source of this book, or why it is available for free, please see the project's home page (http://2012books.lardbucket.org/). You can browse or download additional books there. i Chapter 11 Operations Management in Manufacturing and Service Industries The Challenge: Producing Quality Jetboards The product development process can be complex and lengthy. It took sixteen years for Bob Montgomery and others at his company to develop the PowerSki Jetboard, and involved thousands of design changes. It seemed worth it: the Jetboard, an exciting, engine-propelled personal watercraft that’s a cross between a high- performance surfboard and a competition water-ski/wakeboard, received extensive media attention and earned rave reviews. It was showered with honors, including Time Magazine’s “Best Invention of the Year” award. Stories about the Jetboard appeared in more than fifty magazines around the world, and it appeared in several movies, in over twenty-five TV shows, and on YouTube.YouTube—Liquid Blue Features PowerSki Jetboards, http://www.youtube.com/watch?v=pyfIXBxC0_A (accessed June 1, 2008). One reviewer of the Jetboard exclaimed: “Up, up and away. PowerSki's the closest you'll get to being Superman on the water. With 40 hp under your toes, the 100-pound board literally flies. You supply the cape.”Cliff Gromer, “PowerSki Jetboard,” Popular Mechanics, March 2000, http://www.popularmechanics.com/outdoors/adventures/1277611.html (accessed June 1, 2008). Montgomery and his team at PowerSki enjoyed taking their well-deserved bows for the job they did designing the product. But having a product was only the beginning for the company. The next step was developing a system that would produce high-quality Jetboards at reasonable prices. Before putting this system in place, PowerSki managers had to address several questions: What kind of production process should they use to make the Jetboards? How large should their production facilities be, and where should they be located? How should the plant be laid out? Should every component be made in-house, or should some be furnished by subcontractors? Where should they buy the materials they needed to build Jetboards? What systems would they need to ensure that production was as efficient as possible and that quality standards were maintained? Answering these questions helped PowerSki set up a manufacturing system through which it could accomplish the most important task that it had set for itself: efficiently producing quality Jetboards. 549 Chapter 11 Operations Management in Manufacturing and Service Industries 11.1 Operations Management in Manufacturing LEARNING OBJECTIVES 1. Define operations management, and discuss the role of the operations manager in a manufacturing company. 2. Describe the decisions made in planning the production process in a manufacturing company. Like PowerSki, every organization—whether it produces goods or provides services—sees Job 1 as furnishing customers with quality products. Thus, to compete with other organizations, a company must convert resources (materials, labor, money, information) into goods or services as efficiently as possible. The upper-level manager who directs this transformation process is called an operations manager. The job of operations management (OM)1, then, consists of all the activities involved in transforming a product idea into a finished product, as well as those involved in planning and controlling the systems that produce goods and services. In other words, operations managers manage the process that transforms inputs into outputs. Figure 11.1 "The Transformation Process" illustrates this traditional function of operations management. 1. Management of the process that transforms resources into products. 550 Chapter 11 Operations Management in Manufacturing and Service Industries Figure 11.1 The Transformation Process In the rest of this chapter, we’ll discuss the major activities of operations managers. We’ll start by describing the role that operations managers play in the various processes designed to produce goods and offer services. Next, we’ll look at the production of goods in manufacturing firms; then, we’ll describe operations management activities in companies that provide services. We’ll wrap up the chapter by explaining the role of operations management in such processes as quality control and outsourcing. Operations Management in Manufacturing Like PowerSki, all manufacturers set out to perform the same basic function: to transform resources into finished goods. To perform this function in today’s business environment, manufacturers must continually strive to improve operational efficiency. They must fine-tune their production processes to focus on quality, to hold down the costs of materials and labor, and to eliminate all costs that add no value to the finished product. Making the decisions involved in the effort to attain these goals is the job of the operations manager. That person’s responsibilities can be grouped as follows: 11.1 Operations Management in Manufacturing 551 Chapter 11 Operations Management in Manufacturing and Service Industries • Production planning. During production planning, managers determine how goods will be produced, where production will take place, and how manufacturing facilities will be laid out. • Production control. Once the production process is under way, managers must continually schedule and monitor the activities that make up that process. They must solicit and respond to feedback and make adjustments where needed. At this stage, they also oversee the purchasing of raw materials and the handling of inventories. • Quality control. Finally, the operations manager is directly involved in efforts to ensure that goods are produced according to specifications and that quality standards are maintained. Let’s take a closer look at each of these responsibilities. Planning the Production Process The decisions made in the planning stage have long-range implications and are crucial to a firm’s success. Before making decisions about the operations process, managers must consider the goals set by marketing managers. Does the company intend to be a low-cost producer and to compete on the basis of price? Or does it plan to focus on quality and go after the high end of the market? Perhaps it wants to build a reputation for reliability. What if it intends to offer a wide range of products? To make things even more complicated, all these decisions involve trade- offs. Upholding a reputation for reliability isn’t necessarily compatible with offering a wide range of products. Low cost doesn’t normally go hand in hand with high quality. With these factors in mind, let’s look at the specific types of decisions that have to be made in the production planning process. We’ve divided these decisions into those dealing with production methods, site selection, facility layout, and components and materials management. Production-Method Decisions The first step in production planning is deciding which type of production process is best for making the goods that your company intends to manufacture. In reaching this decision, you should answer such questions as the following: • How much input do I receive from a particular customer before producing my goods? 11.1 Operations Management in Manufacturing 552 Chapter 11 Operations Management in Manufacturing and Service Industries • Am I making a one-of-a-kind good based solely on customer specifications, or am I producing high-volume standardized goods to be sold later? • Do I offer customers the option of “customizing” an otherwise standardized good to meet their specific needs? One way to appreciate the nature of this decision is by comparing three basic types of processes or methods: make-to-order, mass production, and mass customization. The task of the operations manager is to work with other managers, particularly marketers, to select the process that best serves the needs of the company’s customers. Make-to-Order At one time, most consumer goods, such as furniture and clothing, were made by individuals practicing various crafts. By their very nature, products were customized to meet the needs of the buyers who ordered them. This process, which is called a make-to-order strategy2, is still commonly used by such businesses as print or sign shops that produce low-volume, high-variety goods according to customer specifications. Mass Production By the early twentieth century, however, a new concept Figure 11.2 of producing goods had been introduced: mass production (or make-to-stock strategy)3 is the practice of producing high volumes of identical goods at a cost low enough to price them for large numbers of customers. Goods are made in anticipation of future demand (based on forecasts) and kept in inventory for later sale. This approach is particularly appropriate for standardized goods ranging from processed foods to electronic appliances. 2. Production method in which products are made to customer specification.