运营管理培训讲义

1-1OperationsManagement运营管理1-2PleaseContactCellPhone：0871-6770167Email：[e-mail]@sina.com1-3AnnouncementPleasenotifymeinadvanceifyouareabsentorlate,takingaFrenchleaveisnotallowed.AccordingtotherulesmadebyMBAoffice,thosewhoareabsentonethirdorabovefromthetotalclasseswillbebarredfromthefinalexam,nomatterwhatgradeyougetintheother2!1-4Ifyouhaveanycomments,pleasefeelfreetoletmeknow,eitherbyemail,phonecallorface-to-facetalk,I’dpreferthelatterforitshighefficiency.YoursuggestionsarewelcomedsoIamopentothemallthetime.Besides,I’dlikeyoutotreatmenotonlylikeateacher,butafriendaswell.ThanksforthePOMcourse,foritservesasabridgebetweenus.1-5PerformanceAppraisalParticipation&Attendance：25%Assignment&CaseStudyinWrittenForm：25%FinalExam：50%1-6OperationsManagementforCompetitiveAdvantageRichardB.Chase,NicholasJ.Aquilano,F.RobertJacobsNinthEditionMcGraw-HillTextBook1-7MainReferenceBooks1OperationsManagementJayHeizer,BarryRender/SeventhEdition/PearsonEducation2OperationsManagementWilliamJ.Stevenson/SeventhEdition/McGraw-Hill1-8GuidelineinTeachingThisCourseFocusonbird’s-eyeviewofPOMratherthanacertainspecificcontent,FocusonthemanagerialmatterofPOMratherthanmethodologiesandtechniques,FocusonthemostusefulsegmentsofPOMratherthanacomprehensiveones,andLecture,casestudy(assignment),discussion,andsitetouring(speechesgivenbycelebritiesofPOM)willcomprisethetotalactivitiesofthiscourse.1-9HowtoBecomeAPOMExpert?YoushouldhaveasoundmathematicalsenseforsomanyPOMproblemsneedtobecalculated,YoushouldhaveagoodknowledgeofcomputerscienceforitisavaluabletooltotacklePOMproblems,Youshoulddealwiththerealproblemsbyusingthebookknowledge,Last,notleast,youshouldbefamiliarwiththeEnglishlanguagebecausethenewlyemergedPOMtechniquesaremostlyexplainedinthislanguage.1-10OperationsManagementIntroductiontoOperationsManagementChapter11-11OutlineWHATISOPERATIONSMANAGEMENT?THREEORGANIZATIONALFUNCTIONSWHYSTUDYOM?OPERATIONSDESCISIONSWHATOPERATIONSMANAGERSDOWHEREARETHEOMJOBS?1-12Outline-ContinuedTHEHERITAGEOFOPERATIONSMANAGEMENTOPERATIONSINTHESERVICESECTORDifferencesbetweenGoodsandServicesGrowthofServicesEXCITINGNEWTRENDSINOPERATIONSMANAGEMENT1-13LearningObjectivesWhenyoucompletethischapter,youshouldbeableto:IdentifyorDefine:OperationsManagement(OM)WhatoperationsmanagersdoServices1-14LearningObjectives-ContinuedWhenyoucompletethischapter,youshouldbeableto:DescribeorExplain:AbriefhistoryofoperationsmanagementCareeropportunitiesinoperationsmanagementThefutureofthediscipline1-15WhatIsOperationsManagement?ProductionisthecreationofgoodsandservicesOperationsmanagementisthesetofactivitiesthatcreatesvalueintheformofgoodsandservicesbytransforminginputsintooutputs1-16TypesofOperationsOperationsExamplesGoodsProducingFarming,mining,construction,manufacturing,powergenerationStorage/TransportationWarehousing,trucking,mailservice,moving,taxis,buses,hotels,airlinesExchangeRetailing,wholesaling,banking,renting,leasing,library,loansEntertainmentFilms,radioandtelevision,concerts,recordingCommunicationNewspapers,radioandtelevisionnewscasts,telephone,satellites1-17OperationsasaSystemTransformation(Conversion)ProcessEnergyMaterialsLaborCapitalInformationGoodsorServicesFeedbackinformationforcontrolofprocessinputsandprocesstechnology1-18TransformationsPhysical--manufacturingLocational--transportationExchange--retailingStorage--warehousingPhysiological--healthcareInformational--telecommunications1-19FoodProcessInputsProcessingOutputsRawVegetablesCleaningCannedvegetablesMetalSheetsMakingcansWaterCuttingEnergyCookingLaborPackingBuildingLabelingEquipment1-20HospitalProcessInputsProcessingOutputsDoctors,nursesExaminationHealthypatientsHospitalSurgeryMedicalSuppliesMonitoringEquipmentMedicationLaboratoriesTherapy1-21OrganizationalFunctionsEssentialfunctions:Operations–createstheproductorserviceMarketing–generatesdemand,GetscustomersFinance/accounting–tracksorganizationalperformance,paysbills,ObtainsfundsandTracksmoney1-22Functions-BankOperationsFinance/AccountingMarketingCheckClearingTellerSchedulingTransactionsProcessingSecurityCommercialBank©1984-1994T/MakerCo.Example11-23OrganizationalChartsCommercialBankOperationsTellerSchedulingCheckClearingTransactionsprocessingFacilitiesdesign/layoutVaultoperationsMaintenanceSecurityFinanceInvestmentsSecurityRealEstateAccountingAuditingMarketingLoansCommercialIndustrialFinancialPersonalMortgageTrustDepartment1-24Functions-AirlineOperationsFinance/AccountingMarketingGroundSupportFlightOperationsFacilityMaintenanceCateringAirline©1984-1994T/MakerCo.Example21-25OrganizationalChartsAirlineOperationsGroundsupportequipmentMaintenanceGroundOperationsFacilitymaintenanceCateringFlightOperationsCrewschedulingFlyingCommunicationsDispatchingManagementscienceFinance&AccountingAccountingPayablesReceivablesGeneralLedgerFinanceCashcontrolInternationalexchangeratesMarketingTrafficadministrationReservationsSchedulesTariffs(pricing)SalesAdvertising1-26Functions-ManufacturerOperationsFinance/AccountingMarketingProductionControlManu