© 2006 prentice hall, inc.7 – 1 operations management process strategy © 2006 prentice hall,...

© 2006 Prentice Hall, Inc. 7 – 1

Operations ManagementOperations ManagementProcess StrategyProcess Strategy

© 2006 Prentice Hall, Inc.

Alan D. SmithAlan D. Smith


OutlineOutline

Global Company Profile: Dell Global Company Profile: Dell Computer Co.Computer Co.

Four Process StrategiesFour Process Strategies

Process FocusProcess Focus

Repetitive FocusRepetitive Focus

Product FocusProduct Focus

Mass Customization FocusMass Customization Focus

Comparison of Process ChoicesComparison of Process Choices


Outline – ContinuedOutline – Continued

Process Analysis And DesignProcess Analysis And Design Flow DiagramsFlow Diagrams

Time-Function MappingTime-Function Mapping

Value Stream MappingValue Stream Mapping

Process ChartsProcess Charts

Service BlueprintingService Blueprinting



Service Process DesignService Process Design Customer Interaction and Process Customer Interaction and Process

DesignDesign

More Opportunities to Improve More Opportunities to Improve Service ProcessesService Processes

Selection Of Equipment And Selection Of Equipment And TechnologyTechnology


Outline – ContinuedOutline – Continued Production TechnologyProduction Technology

Machine TechnologyMachine Technology

Process ControlProcess Control

Vision SystemsVision Systems

Automated Storage and Retrieval SystemAutomated Storage and Retrieval System

Automated Guided Vehicle (AGV)Automated Guided Vehicle (AGV)

Flexible Manufacturing System (FMS)Flexible Manufacturing System (FMS)

Computer-Integrated Manufacturing Computer-Integrated Manufacturing (CIM)(CIM)



Technology In ServicesTechnology In Services

Process Redesign Process Redesign

Ethics And Environmentally Ethics And Environmentally Friendly ProcessesFriendly Processes


Learning ObjectivesLearning Objectives

When you complete this chapter, you When you complete this chapter, you should be able to:should be able to:

Identify or Define:Identify or Define:

Process focusProcess focus

Repetitive focusRepetitive focus

Product focusProduct focus

Process reengineeringProcess reengineering

Service process issuesService process issues

Environmental issuesEnvironmental issues


Learning ObjectivesLearning Objectives

When you complete this chapter, you When you complete this chapter, you should be able to:should be able to:

Describe or Explain:Describe or Explain:

Process AnalysisProcess Analysis

Service DesignService Design

Production TechnologyProduction Technology

Process RedesignProcess Redesign

Ethics and Environmentally Friendly Ethics and Environmentally Friendly ProcessesProcesses


Dell Computer CompanyDell Computer Company““How can we make the process of How can we make the process of

buying a computer better?”buying a computer better?”

Sell custom-built PCs directly to consumerSell custom-built PCs directly to consumer

Build computers rapidly, at low cost, and Build computers rapidly, at low cost, and only when ordered only when ordered

Integrate the Web into every aspect of its Integrate the Web into every aspect of its businessbusiness

Focus research on software designed to Focus research on software designed to make installation and configuration of its make installation and configuration of its PCs fast and simplePCs fast and simple


Process, Volume, and VarietyProcess, Volume, and Variety

Process Focusprojects, job shops

(machine, print, carpentry)

Standard Register

Repetitive(autos, motorcycles)

Harley Davidson

Product Focus(commercial

baked goods, steel, glass)Nucor Steel

High VarietyHigh Varietyone or few one or few units per run, units per run, high varietyhigh variety(allows (allows customization)customization)

Changes in Changes in ModulesModulesmodest runs, modest runs, standardized standardized modulesmodules

Changes in Changes in Attributes Attributes (such as grade, (such as grade, quality, size, quality, size, thickness, etc.) thickness, etc.) long runs onlylong runs only

Mass Customization(difficult to achieve, but huge rewards)Dell Computer Co.

Poor Strategy Poor Strategy (Both fixed and (Both fixed and variable costs variable costs

are high)are high)

Low Low VolumeVolume

Repetitive Repetitive ProcessProcess

High High VolumeVolume

VolumeVolumeFigure 7.1Figure 7.1


Accounting

PRINTING DEPT

COLLATING DEPT

GLUING, BINDING, STAPLING, LABELING

POLYWRAP DEPT

SHIPPING

Vendors

Receiving

Warehouse

Purchasing

PREPRESS DEPT

Process Flow DiagramProcess Flow DiagramCustomer

Customer sales representative

Information flowInformation flowMaterial flowMaterial flow

Figure 7.2Figure 7.2


Process StrategiesProcess Strategies

How to produce a product or provide How to produce a product or provide a service thata service that Meets or exceeds customer Meets or exceeds customer

requirementsrequirements

Meets cost and managerial goalsMeets cost and managerial goals

Has long term effects onHas long term effects on Efficiency and production flexibilityEfficiency and production flexibility

Costs and qualityCosts and quality


Process StrategiesProcess Strategies

Four basic strategiesFour basic strategies

Process focusProcess focus

Repetitive focusRepetitive focus

Product focusProduct focus

Mass customizationMass customization

Within these basic strategies there are Within these basic strategies there are many ways they may be implementedmany ways they may be implemented



Facilities are organized around specific Facilities are organized around specific activities or processesactivities or processes

General purpose equipment and skilled General purpose equipment and skilled personnelpersonnel

High degree of product flexibilityHigh degree of product flexibility

Typically high costs and low equipment Typically high costs and low equipment utilizationutilization

Product flows may vary considerably Product flows may vary considerably making planning and scheduling a making planning and scheduling a challengechallenge



Many Many inputsinputs

High High variety variety

of of outputsoutputs

Print ShopPrint Shop



Facilities often organized as Facilities often organized as assembly linesassembly lines

Characterized by modules with parts Characterized by modules with parts and assemblies made previouslyand assemblies made previously

Modules may be combined for many Modules may be combined for many output optionsoutput options

Less flexibility than process-Less flexibility than process-focused facilities but more efficientfocused facilities but more efficient



Raw Raw materials materials

and and module module inputsinputs

Modules Modules combined combined for many for many

output output optionsoptions

Few Few modulesmodules

Automobile Assembly LineAutomobile Assembly Line


Process Flow DiagramProcess Flow Diagram

THE ASSEMBLY LINETHE ASSEMBLY LINETESTING28 tests

Oil tank work cell

Shocks and forks

Handlebars

Fender work cell

Air cleaners

Fluids and mufflers

Fuel tank work cell

Wheel work cell

Roller testing

Incoming parts

From Milwaukee From Milwaukee on a JIT arrival on a JIT arrival scheduleschedule

Engines and transmissions

Frame tube bending

Frame-building work cells

Frame machining

Hot-paint frame painting

Crating




Facilities are organized by productFacilities are organized by product

High volume but low variety of High volume but low variety of productsproducts

Long, continuous production runs Long, continuous production runs enable efficient processesenable efficient processes

Typically high fixed cost but low Typically high fixed cost but low variable costvariable cost

Generally less skilled laborGenerally less skilled labor



Many Many inputsinputs

Output Output variation variation in size, in size, shape, shape,

and and packagingpackaging

Bottling PlantBottling Plant


Product FocusProduct FocusNucor Steel PlantNucor Steel Plant

Co

nti

nu

ou

s ca

ster

Co

nti

nu

ou

s ca

ster

Continuous cast steel Continuous cast steel sheared into 24-ton slabssheared into 24-ton slabs

Hot tunnel furnace - 300 ftHot tunnel furnace - 300 ft

Hot mill for finishing, cooling, and coilingHot mill for finishing, cooling, and coiling

DD

EE FF

GGHHII

Scrap Scrap steelsteel

Ladle of molten steelLadle of molten steelElectric Electric furnacefurnace

AA

BBCC


Comparison of ProcessesComparison of Processes

Process Process FocusFocus

(Low volume, (Low volume, high variety)high variety)

Repetitive Repetitive FocusFocus

(Modular)(Modular)


(High-volume, (High-volume, low-variety)low-variety)

Mass Mass CustomizationCustomization

(High-volume, (High-volume, high-variety)high-variety)

Small Small quantity, quantity, large variety large variety of productsof products

Long runs, Long runs, standardized standardized product made product made from modulesfrom modules

Large Large quantity, small quantity, small variety of variety of productsproducts

Large Large quantity, large quantity, large variety of variety of productsproducts

General General purpose purpose equipmentequipment

Special Special equipment equipment aids in use of aids in use of assembly lineassembly line

Special Special purpose purpose equipmentequipment

Rapid Rapid changeover changeover on flexible on flexible equipmentequipment

Table 7.2Table 7.2






(Modular)(Modular)





Operators are Operators are broadly broadly skilledskilled

Employees Employees are modestly are modestly trainedtrained

Operators are Operators are less broadly less broadly skilledskilled

Flexible Flexible operators are operators are trained for the trained for the necessary necessary customizationcustomization

Many job Many job instructions instructions as each job as each job changeschanges

Repetition Repetition reduces reduces training and training and changes in job changes in job instructionsinstructions

Few work Few work orders and job orders and job instructions instructions because jobs because jobs standardizedstandardized

Custom Custom orders require orders require many job many job instructionsinstructions

Table 7.2Table 7.2






(Modular)(Modular)





Raw material Raw material inventories inventories highhigh

JIT JIT procurement procurement techniques techniques usedused

Raw material Raw material inventories inventories are loware low

Raw material Raw material inventories inventories are loware low

Work-in-Work-in-process is process is highhigh

JIT inventory JIT inventory techniques techniques usedused

Work-in-Work-in-process process inventory is inventory is lowlow

Work-in-Work-in-process process inventory inventory driven down driven down by JIT, lean by JIT, lean productionproduction

Table 7.2Table 7.2






(Modular)(Modular)





Units move Units move slowly slowly through the through the plantplant

Movement is Movement is measured in measured in hours and hours and daysdays

Swift Swift movement of movement of unit through unit through the facility is the facility is typicaltypical

Goods move Goods move swiftly swiftly through the through the facilityfacility

Finished Finished goods made goods made to orderto order

Finished Finished goods made goods made to frequent to frequent forecastforecast

Finished Finished goods made goods made to forecast to forecast and storedand stored

Finished Finished goods often goods often made to ordermade to order

Table 7.2Table 7.2






(Modular)(Modular)





Scheduling is Scheduling is complex, complex, trade-offs trade-offs between between inventory, inventory, availability, availability, customer customer serviceservice

Scheduling Scheduling based on based on building building various various models from models from modules to modules to forecastsforecasts

Relatively Relatively simple simple scheduling, scheduling, establishing establishing output rate to output rate to meet forecastsmeet forecasts

Sophisticated Sophisticated scheduling scheduling required to required to accommodate accommodate custom orderscustom orders

Table 7.2Table 7.2






(Modular)(Modular)





Fixed costs Fixed costs low, variable low, variable costs highcosts high

Fixed costs Fixed costs dependent on dependent on flexibility of flexibility of the facilitythe facility

Fixed costs Fixed costs high, variable high, variable costs lowcosts low

Fixed costs Fixed costs high, variable high, variable costs must be costs must be lowlow

Costing Costing estimated estimated before job, before job, not known not known until after job until after job is completeis complete

Costs usually Costs usually known due to known due to extensive extensive experienceexperience

High fixed High fixed costs mean costs mean costs costs dependent on dependent on utilization of utilization of capacitycapacity

High fixed High fixed costs and costs and dynamic dynamic variable costs variable costs make costing make costing a challengea challenge

Table 7.2Table 7.2


Mass CustomizationMass Customization

The rapid, low-cost production of The rapid, low-cost production of goods and service to satisfy goods and service to satisfy increasingly unique customer increasingly unique customer desiresdesires

Combines the flexibility of a Combines the flexibility of a process focus with the efficiency process focus with the efficiency of a product focusof a product focus



Vehicle modelsVehicle models 140140 260260Vehicle typesVehicle types 1818 1,2121,212Bicycle typesBicycle types 88 1919Software titlesSoftware titles 00 300,000300,000Web sitesWeb sites 00 46,412,16546,412,165Movie releasesMovie releases 267267 458458New book titlesNew book titles 40,53040,530 77,44677,446Houston TV channelsHouston TV channels 55 185185Breakfast cerealsBreakfast cereals 160160 340340Items (SKUs) in Items (SKUs) in 14,00014,000 150,000150,000 supermarketssupermarkets

Number of ChoicesNumber of ChoicesEarly 21stEarly 21st

ItemItem Early 1970sEarly 1970s Century Century

Table 7.1Table 7.1



Modular techniquesModular techniques

Mass Customization

Effective Effective scheduling scheduling techniquestechniques

Rapid Rapid throughput throughput techniquestechniques

Repetitive FocusRepetitive FocusModular designModular design

Flexible equipmentFlexible equipment

Process-FocusedProcess-FocusedHigh variety, low volumeHigh variety, low volume

Low utilization Low utilization (5% to 25%)(5% to 25%)General-purpose equipmentGeneral-purpose equipment

Product-FocusedProduct-FocusedLow variety, high volumeLow variety, high volume

High utilization High utilization (70% to 90%)(70% to 90%)Specialized equipmentSpecialized equipment



Crossover ChartsCrossover Charts

Fixed costs

Variable Variable costscosts

$$

High volume, low varietyHigh volume, low varietyProcess CProcess C

Fixed costs

Variable Variable costscosts$$

RepetitiveRepetitiveProcess BProcess B

Fixed costs

Variable Variable costscosts$$

Low volume, high varietyLow volume, high varietyProcess AProcess A

Fixed cost Process A Fixed cost Fixed cost

Process BProcess BFixed cost Process C

Tota

l cos

t

Tota

l cos

t

Total cost

Total cost

Total costTotal cost

VV11(2,857)(2,857) VV22(6,666)(6,666)

400,000 400,000

300,000 300,000

200,000 200,000

VolumeVolume

$$



Changing ProcessesChanging Processes

Difficult and expensiveDifficult and expensive

May mean starting overMay mean starting over

Process strategy determines Process strategy determines transformation strategy for an transformation strategy for an extended periodextended period

Important to get it rightImportant to get it right


Process Analysis and Process Analysis and DesignDesign

Flow Diagrams - Shows the movement Flow Diagrams - Shows the movement of materialsof materials

Time-Function Mapping - Shows flows Time-Function Mapping - Shows flows and time frameand time frame

Value Stream Mapping - Shows flows Value Stream Mapping - Shows flows and time and value added beyond the and time and value added beyond the immediate organizationimmediate organization

Process Charts - Uses symbols to show Process Charts - Uses symbols to show key activitieskey activities

Service Blueprinting - focuses on Service Blueprinting - focuses on customer/provider interactioncustomer/provider interaction



CustomerCustomer

SalesSales

Production Production controlcontrol

Plant APlant A

WarehouseWarehouse

Plant BPlant B

TransportTransport Move

Receive product

Extrude

Wait

Move

Wait

Print

Wait

Order product

Process order

Wait

12 days12 days 13 days13 days 1 day1 day 4 days4 days 1 day1 day 10 days10 days 1 day1 day 0 day0 day 1 day1 day

52 days52 daysFigure 7.7Figure 7.7



CustomerCustomer

SalesSales

Production Production controlcontrol

PlantPlant

WarehouseWarehouse

TransportTransport Move

Receive product

Extrude

Wait

Print

Order product

Process order

Wait

1 day1 day 2 days2 days 1 day1 day 1 day1 day 1 day1 day

6 days6 days



Process ChartProcess Chart



Service BlueprintService Blueprint

Focuses on the customer and Focuses on the customer and provider interactionprovider interaction

Defines three levels of interactionDefines three levels of interaction

Each level has different Each level has different management issuesmanagement issues

Identifies potential failure pointsIdentifies potential failure points


Service BlueprintService BlueprintPersonal Greeting Service Diagnosis Perform Service Friendly Close

Customer arrives for service

Warm greeting and obtain

service request

Direct customer to waiting room Notify

customer the car is ready

Customer departs

Customer pays bill

Perform required work

Prepare invoice

YesYesYesYes

LevelLevel#3#3

LevelLevel#1#1

LevelLevel#2#2

Potential failure pointPotential failure point


NoNo

Notifycustomer

and recommendan alternative

providerStandard request

Determine specifics

NoNo

Canservice be

done and does customer approve?


Process Analysis ToolsProcess Analysis Tools

Flowcharts provide a view of the Flowcharts provide a view of the big picturebig picture

Time-function mapping adds rigor Time-function mapping adds rigor and a time elementand a time element

Value stream analysis extends to Value stream analysis extends to customers and supplierscustomers and suppliers

Process charts show detailProcess charts show detail

Service blueprint focuses on Service blueprint focuses on customer interactioncustomer interaction


Service FactoryService Factory Service ShopService Shop

Degree of CustomizationDegree of Customization

LowLow HighHigh

Deg

ree

of

Lab

or

Deg

ree

of

Lab

or

LowLow

HighHigh

Mass ServiceMass Service Professional ServiceProfessional Service

Service Process MatrixService Process Matrix

Commercial banking

Private banking

General-purpose law firms

Law clinicsSpecialized hospitals

Hospitals

Full-service stockbroker

Limited-service stockbroker

Retailing

Boutiques

Warehouse and catalog stores

Fast food restaurants

Fine-dining restaurants

Airlines

No frills airlinesFigure 7.10Figure 7.10


Service Process MatrixService Process Matrix

Labor involvement is highLabor involvement is high Selection and training highly importantSelection and training highly important Focus on human resourcesFocus on human resources Personalized servicesPersonalized services

Mass Service and Professional ServiceMass Service and Professional Service

Service Factory and Service ShopService Factory and Service Shop Automation of standardized servicesAutomation of standardized services Low labor intensity responds well to Low labor intensity responds well to

process technology and schedulingprocess technology and scheduling Tight control required to maintain Tight control required to maintain

standardsstandards


Improving Service Improving Service ProductivityProductivity

StrategyStrategy TechniqueTechnique ExampleExample

SeparationSeparation Structure service so Structure service so customers must go customers must go where service is where service is offeredoffered

Bank customers go to Bank customers go to a manager to open a a manager to open a new account, to loan new account, to loan officers for loans, and officers for loans, and to tellers for depositsto tellers for deposits

Self-serviceSelf-service Self-service so Self-service so customers examine, customers examine, compare, and compare, and evaluate at their own evaluate at their own pacepace

Supermarkets and Supermarkets and department stores, department stores, internet orderinginternet ordering

Table 7.3Table 7.3



PostponementPostponement Customizing at Customizing at deliverydelivery

Customizing vans at Customizing vans at delivery rather than at delivery rather than at productionproduction

FocusFocus Restricting the Restricting the offeringsofferings

Limited-menu Limited-menu restaurantrestaurant

ModulesModules Modular selection of Modular selection of service, modular service, modular productionproduction

Investment and Investment and insurance selection, insurance selection, prepackaged food prepackaged food modules in modules in restaurantsrestaurants


Table 7.3Table 7.3



AutomationAutomation Precise personnel Precise personnel schedulingscheduling

Automatic teller Automatic teller machinesmachines

SchedulingScheduling Precise personnel Precise personnel schedulingscheduling

Scheduling ticket Scheduling ticket counter personnel at counter personnel at 15-minute intervals at 15-minute intervals at airlinesairlines

TrainingTraining Clarifying the service Clarifying the service options, explaining options, explaining how to avoid how to avoid problemsproblems

Investment counselor, Investment counselor, funeral directors, funeral directors, after-sale after-sale maintenance maintenance personnelpersonnel


Table 7.3Table 7.3


Equipment and TechnologyEquipment and Technology

Often complex decisionsOften complex decisions

Possible competitive advantagePossible competitive advantage FlexibilityFlexibility

Stable processesStable processes

May allow enlarging the scope of the May allow enlarging the scope of the processesprocesses


Improving Service Improving Service ProcessesProcesses

LayoutLayout Product exposure, customer Product exposure, customer

education, product enhancementeducation, product enhancement

Human ResourcesHuman Resources Recruiting and trainingRecruiting and training

Impact of flexibilityImpact of flexibility


Production TechnologyProduction Technology

Machine technologyMachine technology Automatic identification systems (AIS)Automatic identification systems (AIS) Process controlProcess control Vision systemVision system RobotRobot Automated storage and retrieval systems Automated storage and retrieval systems

(ASRS)(ASRS) Flexible manufacturing systems (FMS)Flexible manufacturing systems (FMS) Computer-integrated manufacturing (CIM)Computer-integrated manufacturing (CIM)


Machine TechnologyMachine Technology

Increased precisionIncreased precision

Increased productivityIncreased productivity

Increased flexibilityIncreased flexibility

Improved environmental impact Improved environmental impact

Reduced changeover timeReduced changeover time

Decreased sizeDecreased size

Reduced power requirementsReduced power requirements


Automatic Identification Automatic Identification Systems (AIS)Systems (AIS)

Improved data acquisitionImproved data acquisition

Reduced data entry errorsReduced data entry errors

Increased speedIncreased speed

Increased scope of process Increased scope of process automationautomation


Process ControlProcess Control

Increased process stabilityIncreased process stability

Increased process precisionIncreased process precision

Real-time provision of information Real-time provision of information for process evaluationfor process evaluation

Data available in many formsData available in many forms


Process Control SoftwareProcess Control Software


Vision SystemsVision Systems

Particular aid to inspectionParticular aid to inspection

Consistently accurateConsistently accurate

Never boredNever bored

Modest costModest cost

Superior to individuals performing Superior to individuals performing the same tasksthe same tasks


RobotsRobots

Perform monotonous or dangerous Perform monotonous or dangerous taskstasks

Perform tasks requiring significant Perform tasks requiring significant strength or endurancestrength or endurance

Generally enhanced consistency Generally enhanced consistency and accuracyand accuracy


Robotic Robotic SurgerySurgery


Automated Storage and Automated Storage and Retrieval Systems (ASRS)Retrieval Systems (ASRS)

Automated placement and Automated placement and withdrawal of parts and productswithdrawal of parts and products

Reduced errors and laborReduced errors and labor

Particularly useful in inventory and Particularly useful in inventory and test areas of manufacturing firmstest areas of manufacturing firms


Automated Guided Vehicle Automated Guided Vehicle (AGV)(AGV)

Electronically guided and controlled Electronically guided and controlled cartscarts

Used for movement of products Used for movement of products and/or individualsand/or individuals


Flexible Manufacturing Flexible Manufacturing Systems (FMS)Systems (FMS)

Computer controls both the workstation Computer controls both the workstation and the material handling equipmentand the material handling equipment

Enhance flexibility and reduced wasteEnhance flexibility and reduced waste Can economically produce low volume at Can economically produce low volume at

high qualityhigh quality Reduced changeover time and increased Reduced changeover time and increased

utilizationutilization Stringent communication requirement Stringent communication requirement

between componentsbetween components


Computer Integrated Computer Integrated Manufacturing (CIM)Manufacturing (CIM)

Extension of flexible manufacturing Extension of flexible manufacturing systemssystems Backwards to engineering and inventory Backwards to engineering and inventory

controlcontrol Forward into warehousing and shippingForward into warehousing and shipping Can also include financial and customer Can also include financial and customer

service areasservice areas

Reducing the distinction between low-Reducing the distinction between low-volume/high-variety, and volume/high-variety, and high-volume/low-variety productionhigh-volume/low-variety production


Computer Integrated Computer Integrated Manufacturing (CIM)Manufacturing (CIM)

Top management decides to make a product

OM runs the production process

Computer-aided design (CAD) designs the product

Computer-aided manufacturing (CAM)

Robots put the product together

Automated storage and retrieval system (ASRS) and automated guided vehicles (AGVs)

Management Information

System

FM

SF

MS

CIM

CIM



Technology in ServicesTechnology in Services

Service IndustryService Industry ExampleExample

Financial Financial ServicesServices

Debit cards, electronic funds transfer, Debit cards, electronic funds transfer, ATMs, Internet stock tradingATMs, Internet stock trading

EducationEducation Electronic bulletin boards, on-line journalsElectronic bulletin boards, on-line journals

Utilities and Utilities and governmentgovernment

Automated one-man garbage trucks, optical Automated one-man garbage trucks, optical mail and bomb scanners, flood warning mail and bomb scanners, flood warning systemssystems

Restaurants and Restaurants and foodsfoods

Wireless orders from waiters to kitchen, Wireless orders from waiters to kitchen, robot butchering, transponders on cars that robot butchering, transponders on cars that track sales at drive-throughstrack sales at drive-throughs

CommunicationsCommunications Electronic publishing, interactive TVElectronic publishing, interactive TV

Table 7.4Table 7.4


Technology in ServicesTechnology in Services

Service IndustryService Industry ExampleExample

HotelsHotels Electronic check-in/check-out, electronic Electronic check-in/check-out, electronic key/lock systemkey/lock system

Wholesale/retail Wholesale/retail tradetrade

Point-of-sale terminals, e-commerce, Point-of-sale terminals, e-commerce, electronic communication between store electronic communication between store and supplier, bar coded dataand supplier, bar coded data

TransportationTransportation Automatic toll booths, satellite-directed Automatic toll booths, satellite-directed navigation systemsnavigation systems

Health careHealth care Online patient-monitoring, online medical Online patient-monitoring, online medical information systems, robotic surgeryinformation systems, robotic surgery

AirlinesAirlines Ticketless travel, scheduling, Internet Ticketless travel, scheduling, Internet purchasespurchases

Table 7.4Table 7.4


Process RedesignProcess Redesign

The fundamental rethinking of business The fundamental rethinking of business processes to bring about dramatic processes to bring about dramatic improvements in performanceimprovements in performance

Relies on reevaluating the purpose of the Relies on reevaluating the purpose of the process and questioning both the process and questioning both the purpose and the underlying assumptionspurpose and the underlying assumptions

Requires reexamination of the basic Requires reexamination of the basic process and its objectivesprocess and its objectives

Focuses on activities that cross Focuses on activities that cross functional linesfunctional lines

Any process is a candidate for redesignAny process is a candidate for redesign


Ethics and Environmentally Ethics and Environmentally Friendly ProcessesFriendly Processes

Encourage recyclingEncourage recycling

Efficient use of resourcesEfficient use of resources

Reduction of waste by-productsReduction of waste by-products

Use less harmful ingredientsUse less harmful ingredients

Use less energyUse less energy

Reduce the negative impact on the Reduce the negative impact on the environmentenvironment

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