OPS 571 Operations Management

Week One Content Outline: Process Selection and Design

OBJECTIVE: Design flowcharts and metrics to measure and improve process performance. Resource: Ch. 5 of Operations Management for Competitive Advantage Content Process Analysis

Process Analysis (p. 154) Analyzing a Las Vegas Slot Machine (p. 155) Process Flowcharting (p. 157) Types of Processes (p. 158) Measuring Process Performance (p. 162) Process Analysis Examples (p. 165) A Bread-Making Operation (p. 165) A Restaurant Operation (p. 166) Planning a Transit Bus Operation (p. 168) Process Throughput Time Reduction (p. 170)

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OBJECTIVE: Identify factors that affect process development. Resource: Ch. 6 of Operations Management for Competitive Advantage Content Manufacturing Process Selection and Design

Process Selection (p. 210) Types of Processes (p. 210) Process Flow Structures (p. 210) Product-Process Matrix (p. 211) Break-Even Analysis (p. 213) Specific Process Equipment Selection (p. 213) Manufacturing Process Flow Design (p. 215)

OPS 571 Operations Management

OBJECTIVE: Identify factors that affect process development. Resource: Ch. 7 of Operations Management for Competitive Advantage Content Service Process Selection and Design

The Nature of Services (p. 264) Service Businesses and Internal Services (p. 264) A Customer-Centered View of Service Management (p. 265) An Operational Classification of Services (p. 266) Designing Service Organizations (p. 267) Service Strategy: Focus and Advantage (p. 268) Structuring the Service Encounter: Service-System Design Matrix (p. 271) Strategic Uses of the Matrix (p. 274) Service Blueprinting and Fail-Safing (p. 275) Three Contrasting Service Designs (p. 276) The Production-Line Approach (p. 276) The Self-Service Approach (p. 277) The Personal-Attention Approach (p. 277) Applying Behavioral Science to Service Encounters (p. 280) New Service Development Process (p. 282) Service Guarantee as Design Drivers (p. 282)

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Note: The information above is intended to help you complete your assignments. Be sure to read chapters in their entirety, as indicated in the syllabus. Additional information from sections not outlined above may be needed for classroom discussions. Page numbers refer to PDF versions of the textbooks.