OM 374 Lecture Notes - Lecture 14: Colt New Service, Concurrent Engineering, Business Analysis
20 May 2018
School
Department
Course
Professor
Manufacturing Process
1. Physical properties
2. Shape
3. Size
4. Surface finish
5. Joining parts and materials
Service Differences
Intangible - defined by a process not a physical component
Perishable - unable to store
Simultaneous - consumed while being produced
Heterogeneous - situationally unique
Interactive - high customer involvement
More Like Manufacturing Process
Physical, durable output
Can be inventoried
Low customer contact
Long response time
Capital intensive
Quality easily measured
More Like Service Process
Intangible
Cannot be inventoried
High customer contact
Shorter response time
Labor intensive
Quality not easily measured
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What links all departments in an organization together?
Processes
What is a set of activities that deliver value to external customers?
Core Process
Budgeting, recruiting, and scheduling are examples of...
a support process
The framework for carrying out all of an organization's functions is
the corporate strategy
Environmental Scanning
a process that surveys and interprets data to identify external opportunities and threats
Core Competencies
the unique resources and strengths that management considers when formulating strategy
Order Qualifiers
minimum level required from a set of criteria for a firm to do business in a particular market segment
Order Winners
A criterion customers use to differentiate the services or products of one firm from those of another
Outsourcing is attractive when
production values are less than the company's break-even quality
Maximin
Choosing the alternative that is the "best of the worst" using decision making under uncertainty
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Laplace
Choosing the alternative that is the best weighted payoff using decision making under uncertainty
Maximax
The decision rule in decision making under uncertainty that would be best for the manager who has high
expectations
When using decision tree analysis
Probabilities for all branches leaving a chance node must sum to 1
Stages of New Service / Product Development Process
Design - form new services
Analysis - Business analysis
Development - Testing
Full Launch - Launch and review
Concurrent engineering
designing products in which the different stages run simultaneously
Competitive Priorities
the critical dimensions that a process or supply chain must posses to satisfy its internal or external
customers, both now and in the future.
Competitive Capabilities
The cost, quality, time, and flexibility dimensions that a process or supply chain actually posses and is
able to deliver
Productivity
the ratio of outputs (goods and services) divided by the inputs (resources such as labor and capital)
Labor productivity =
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