the process flow spectrum spectrum overview intermittent flow operations continuous flow operations...
TRANSCRIPT
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The The Process Flow Process Flow SpectrumSpectrum
Spectrum Overview
Intermittent Flow Operations
Continuous Flow Operations
Repetitive Flow Operations
Selection Criteria
Applied Management Science for Decision Making, 1e © 2012 Pearson Prentice-Hall, Inc. Philip A. Vaccaro , PhD Pearson Prentice-Hall, Inc. Philip A. Vaccaro , PhD
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The Process SpectrumThe Process Spectrum
WorkerPacedLineFlow
BatchFlow
MachinePaced
Line Flow
IntermittentFlow
Operations
( Job Shop )
ContinuousFlow
Operations
(Mass Production)
ALL MANUFACTURING AND SERVICE OPERATIONS ARE
ENCOMPASSED BY THE PROCESS SPECTRUM
RAW MATERIALS RAW MATERIALS TO FINISHED GOODSTO FINISHED GOODS
RAW MATERIALSRAW MATERIALSTO FINISHED GOODSTO FINISHED GOODS
PRE-MADE PARTS ASSEMBLEDPRE-MADE PARTS ASSEMBLEDINTO FINISHED GOODSINTO FINISHED GOODS
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Layout DefinitionsLayout Definitions
The spatial or physicalThe spatial or physicalarrangement of:arrangement of:
peoplepeople equipmentequipment materialsmaterials
within an organizationwithin an organization
The placement of:The placement of:
machinesmachines offices and desksoffices and desks service centersservice centers inventoriesinventories
within factories, ware-within factories, ware-houses, banks, offices,houses, banks, offices,stores, hospitals, etcstores, hospitals, etc..
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Process Flow Structures AffectProcess Flow Structures Affect
Layout of the facility
Human and material resources
Technology decisions
Work Methods
Productivity
Firm’s strategy for competitive advantage
Costs
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Intermittent Flow OperationsIntermittent Flow Operations
Called job shop in everyday parlance.
Can only occur within process layouts.
Their products move very slowlythrough the system due to material
shortages, long set-up times, workerabsenteeism, quality control
problems, technical difficulties,and so on.
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Process Layout SchematicProcess Layout Schematic( INTERMITTENT FLOW OPERATIONS )
CuttingCenter
Sanding Center
DrillingCenter
AssemblyCenter
PaintingCenter
FinalInspectCenter
PRODUCT STARTPRODUCT START PRODUCT FINISHPRODUCT FINISH
WA
IT L
INE
WA
IT LINE
WAIT LINE
WA
IT L
INE
EX
ITE
XIT
PRODUCT MOVES FROM CENTER TO CENTER , ENCOUNTERING STOP-AND-GO TRAFFIC FROM START TO FINISH
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CharacteristicsCharacteristicsPROCESS LAYOUT
WORK FLOWS NOT STANDARDIZEDWORK FLOWS NOT STANDARDIZED
ONE OR MORE UNITS OF A PARTICULAR BATCH OF PRODUCT MAY NEED TO BERE-ROUTED THROUGH THE JOB SHOP DUE TO A MACHINE BREAKDOWN, OR SENT
BACK TO THE SAME WORK CENTER TWICE DUE TO QUALITY PROBLEMS OR BREAKAGE.
LABOR – INTENSIVE OPERATIONSLABOR – INTENSIVE OPERATIONS
HAND-CRAFTED OR HUMAN-DIRECTED MACHINE OPERATIONS ON THE GOODSBEING PRODUCED.
HETEROGENEOUS PRODUCT MIXHETEROGENEOUS PRODUCT MIX
A LARGE VARIETY OF DIVERSE PRODUCTS ARE CAPABLE OF BEING PRODUCED.
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CharacteristicsCharacteristicsPROCESS LAYOUT
INTERRUPTED PRODUCT FLOWINTERRUPTED PRODUCT FLOW
PRODUCT FLOW IS BLOCKED OR DIVERTED BY MACHINE FAILURES,MATERIAL SHORTAGES, CRITICAL WORKER ABSENCES, QUALITYPROBLEMS, OR UNEXPECTED ADDITIONAL PROCESSING TIMES.
LOW PRODUCTION VOLUMELOW PRODUCTION VOLUME
ONE, TWO, OR A FEW DOZEN UNITS OF THE SAME MAKE, MODEL,MATERIALS, SIZE, AND COLOR ARE PRODUCED AT ONE TIME.
NO CLOSE MANAGEMENT SUPERVISIONNO CLOSE MANAGEMENT SUPERVISION
SHOP FOREMAN TELLS WORKERS WHAT TO DO BUT NOT HOW TO DO IT. S/HE SERVES AS A TECHNICAL RESOURCE ON CALL FOR WORKERS, KEEPSTHEM SUPPLIED WITH MATERIALS, AND ACTS AS A LIAISON BETWEEN THE
WORKERS AND THE CUSTOMERS.
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CharacteristicsCharacteristicsPROCESS LAYOUT
GENERAL PURPOSE EQUIPMENTGENERAL PURPOSE EQUIPMENT
EQUIPMENT THAT CAN FABRICATE MANY DIFFERENT TYPES OF PRODUCTSBY MERELY CHANGING THE EQUIPMENT SETTINGS OR ATTACHMENTS.
THE EQUIPMENT CAN BE EMPLOYED IN A WIDE VARIETY OF ENVIRONMENTS,WHICH IN TURN, MAKES IT RELATIVELY INEXPENSIVE TO PURCHASE.
EXAMPLEEXAMPLE
A CARPENTRY JOB SHOP TABLE SAW CAN MAKE CUTS FOR BOOKCASES,CHAIRS, DESKS, CABINETS, AND TABLES VIA A BLADE CHANGE OR MINOR
ADJUSTMENT.
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Continuous Flow OperationsContinuous Flow Operations
Called mass production in everyday parlance.
Can only occur within
product layouts.
THEIR PRODUCTS MOVE QUICKLYTHEIR PRODUCTS MOVE QUICKLYFROM STATION TO STATION ON AFROM STATION TO STATION ON ASINGLE PRODUCTION LINE THATSINGLE PRODUCTION LINE THAT
SELDOM STOPS.SELDOM STOPS.
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Product Layout SchematicProduct Layout Schematic
1 32 4
Work Stations
Assembly Line or Pipeline
Work-in-Process UnitsWork-in-Process Units Finished UnitsFinished Units
INPUTS
( CONTINUOUS FLOW OPERATIONS ) FLOW OPERATIONS )
LABORMATERIALS
LIQUIDS
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CharacteristicsCharacteristicsPRODUCT LAYOUT
PRODUCT MADE-TO-STOCKPRODUCT MADE-TO-STOCK
IT PRODUCES PRODUCTS THAT ARE DESTINED TO GO TO A WAREHOUSEFOR SUBSEQUENT DISTRIBUTION, OR A RETAILER FOR ROUTINE MERCHANDISE
REPLENISHMENT.
UNINTERRUPTED PRODUCT FLOWUNINTERRUPTED PRODUCT FLOW
PRODUCTION IS HALTED ONLY BY SCHEDULED MAINTENANCE, ACCIDENTS,STRIKES, DELIVERY DELAYS, OR NATURAL DISASTER. MANY PRODUCTION
PLANTS OPERATE 24 HOURS A DAY, 7 DAYS A WEEK.
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CharacteristicsCharacteristicsPRODUCT LAYOUT
HOMOGENEOUS PRODUCT MIXHOMOGENEOUS PRODUCT MIX
A SINGLE BASIC PRODUCT WITH MINOR VARIATIONS SUCH AS COLOR,OPTION PACKAGES, TRIM, SIZE, AND SO ON.
CAPITAL – INTENSIVE OPERATIONSCAPITAL – INTENSIVE OPERATIONS
PRODUCTION THAT RELIES PRIMARILY ON MACHINES, ROBOTS, ANDCOMPUTERS, WITH NOMINAL OR NO HUMAN INTERVENTION.
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CharacteristicsPRODUCT LAYOUT
DEDICATED OR SPECIAL-PURPOSE EQUIPMENTDEDICATED OR SPECIAL-PURPOSE EQUIPMENT
EQUIPMENT DESIGNED FOR ONE SPECIFIC TASK, AND FREQUENTLY,INDUSTRY-UNIQUE. IT IS EXPENSIVE BECAUSE IT IS PRODUCED IN SMALL LOTS AND USUALLY POSITIONED AT MANY POINTS ALONG
THE ASSEMBLY LINE,
EXAMPLEEXAMPLE
SPOT-WELD ROBOTS IN AN AUTOMOBILE PLANT ARE UNIQUE TOTHAT INDUSTRY AND POSITIONED EVERY FEW HUNDRED FEET ALONG A ONE-MILE ASSEMBLY LINE. PRICES START AT OVER A
HALF-MILLION DOLLARS!
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Repetitive Flow Repetitive Flow OperationsOperationsencompassencompass
WorkerPacedLineFlow
BatchFlow
MachinePaced
Line Flow
IntermittentFlow
( Job Shop )
ContinuousFlow
( Mass Production )
A TRANSITION ZONE BETWEEN INTERMITTENT & CONTINUOUS FLOW OPERATIONS
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All products “made” on the same assembly line. ( at different times, of course )
Products share similar parts, technology, and processing steps
Just-in-time systems are used to control the inventory.
Assembly of pre-made parts from independent vendors or sister divisions
Semi-skilled labor is utilized
Limited product menu is produced ( 6 to 12 )
CharacteristicsCharacteristicsREPETITIVE FLOW OPERATIONSREPETITIVE FLOW OPERATIONS
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PROCESS FLOWSPROCESS FLOWS
Let’s take a closer look!Let’s take a closer look!
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Process Structure CharacteristicsProcess Structure Characteristics
Flow
Flexibility
Number of Products
Capital Investment
Variable Cost
Labor Content
Labor Skill
Production Volume
EACH OF THESECHANGES AS
WE MOVEACROSS
THESPECTRUM
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Process Structure CharacteristicsProcess Structure Characteristics
FLOWFLOW PRODUCT NUMBERPRODUCT NUMBER
VARIABLE COSTVARIABLE COST VOLUMEVOLUME
FROM A LARGE NUMBER OFPOSSIBLE SEQUENCES OFACTIVITIES TO ONLY ONE
POSSIBLE SEQUENCE
FROM THE CAPABILITY OFPRODUCING MANY
DIFFERENT PRODUCTS TOPRODUCING ONLY 1 PRODUCT
FROM A HIGH UNIT COSTTO A LOW UNIT COST
FROM A QUANTITY OF ONETO LARGE-SCALE MASS
PRODUCTION
IntermittentFlow
Operations
ContinuousFlow
Operations
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Process Structure CharacteristicsProcess Structure Characteristics
LABOR SKILL / CONTENTLABOR SKILL / CONTENT FLEXIBILITYFLEXIBILITY
CAPITAL INVESTMENTCAPITAL INVESTMENT
FROM HIGH SKILL ANDCONTENT TO LOW
SKILL AND CONTENT
PROCESS PERFORMANCEAND COST ARE
INDEPENDENT OFCHANGES IN OUTPUT
FROM USING LOW COSTGENERAL PURPOSE
EQUIPMENT TO HIGH COSTDEDICATED EQUIPMENT
IntermittentFlow
Operations
ContinuousFlow
Operations
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Project ArchitectureProject Architecture
• FLOW – no flow
• FLEXIBILITY – very high
• PRODUCTS – unique
• CAPITAL INVESTMENT – very low
• VARIABLE COST – very high
• LABOR CONTENT & SKILL – very high
• VOLUME – one unit
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Project ArchitectureProject Architecture
Resources are brought to the project site as needed.
Technically, a project is not a process flow structure, since there is no flow of product.
However, it is useful to think of a project as one extreme of the process continuum.
Comments
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Project ArchitectureProject Architecture
Relatively low fixed costs.
Relatively high direct labor costs.
Relatively high direct materials costs.
Low materials handling costs.
FinancialImplications
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Job Shop ArchitectureJob Shop Architecture
• FLOW – jumbled flow
• FLEXIBILITY – high
• PRODUCTS – many
• CAPITAL INVESTMENT – low
• VARIABLE COST – high
• LABOR CONTENT & SKILL – high
• VOLUME – low
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Jumbled Jumbled FlowFlow
Center33
Center1
Center5
Center44
Center66
Center2
Product AProduct A Product BProduct B
Product CProduct C
( NO DOMINANT FLOWS THROUGH THE SYSTEMNO DOMINANT FLOWS THROUGH THE SYSTEM )
Product DProduct D
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Job Shop ArchitectureJob Shop Architecture
Relatively low fixed costs.
Relatively high direct labor costs.
Relatively high direct materials costs.
High material handling costs.
FinancialImplications
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Batch Process ArchitectureBatch Process Architecture
• FLOW – disconnected, with some dominant flows
• FLEXIBILITY – moderate
• PRODUCTS – several
• CAPITAL INVESTMENT – moderate
• VARIABLE COST – moderate
• LABOR CONTENT
& SKILL – moderate
• VOLUME – moderate
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Jumbled Jumbled FlowFlow
Center3
Center1
Center5
Center4
Center6
Center2
Product AProduct A Product BProduct B
Product CProduct C
( WITH SOME DOMINANT FLOWS )
Product DProduct D
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Jumbled Jumbled FlowFlow
Center3
Center1
Center5
Center4
Center6
Center2
Product AProduct A Product BProduct B
Product CProduct C
( WITH SOME DOMINANT FLOWS )
Product DProduct D
PotentialIslands
OfAutomation
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Disconnected Disconnected FlowFlow
Center 1
Center2
Center4
Center3
Center5
Center6
One flow only but the work centers are separated from one another in TIME and SPACE
Building No. 1
Building No. 2
1,000 ft 800 ft
2 miles2 miles
600 ft 900 ft
1st Floor or
2nd Floor or
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Batch Process ArchitectureBatch Process Architecture
Products are produced in “batches” ( several dozen units at a time ) .
More frequently produced products begin to create dominant flows between certain work centers.
The sequence of operations subsequently tends to form one or more “production lines”.
The sequence(s) of operations, while “in-line”, is/are still disconnected.
Comments
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Assembly Line ArchitectureAssembly Line Architecture
• FLOW – connected line
• FLEXIBILITY – low
• PRODUCTS – a few
• CAPITAL INVESTMENT – high
• VARIABLE COST – low
• LABOR CONTENT & SKILL –– low
• VOLUME – high
WORKER + MACHINE PACEDWORKER + MACHINE PACED
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Connected Connected FlowFlow ( All work centers equidistant from one another and synchronized )
Center1
Center2
Center3
Center4
Center6
Center5
3 Minute Time Interval Between Centers
20 Feet of Distance Between Centers
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Assembly Line ArchitectureAssembly Line Architecture
Like a “batch” process, it processes work in a fixed sequence.
However, it connects and paces the work via a moving production line.
There is now only one production line!
Comments
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Continuous Flow ArchitectureContinuous Flow Architecture
• FLOW – continuous
• FLEXIBILITY – very low
• PRODUCTS – one
• CAPITAL INVESTMENT – very high
• VARIABLE COST - very low
• LABOR CONTENT AND SKILL – very low, but with skilled overseers
• VOLUME – very high
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Continuous Continuous FlowFlow
WorkStation
1
Work Station
2
WorkStation
3
WorkStation
4
Work-in-Process Finished Product
Very little or no time interval between work stationsVery little or no physical separation between work stations
VERY HIGH SPEED PRODUCTION RATE
Resource inputs - liquids - materials
Processing Steps - heating - cooling - drying - mixing
( process or actual pipeline )
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Continuous Flow ArchitectureContinuous Flow Architecture
Has a fixed pace and sequence of operations.
A single product is processed in a continuous flow, rather than in discrete steps.
Production output is measured in weight or volume.
Comments
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Continuous Flow ArchitectureContinuous Flow Architecture
Relatively high fixed costs.
Relatively low direct labor costs.
Relatively low direct materials costs.
FinancialImplications
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The Process Flow Spectrum
Project
Job
Shop
Batch
Process
Assembly
Line
Continuous
Flow
Flow NoneNone JumbledJumbled DisconnectedDisconnected
& Dominant& DominantConnectedConnected ContinuousContinuous
Flexibility Very HighVery High HighHigh ModerateModerate LowLow Very LowVery Low
Number of Products
UniqueUnique ManyMany SeveralSeveral FewFew OneOne
Capital Investment
Very LowVery Low LowLow ModerateModerate HighHigh Very HighVery High
Variable Cost Very HighVery High HighHigh ModerateModerate LowLow Very LowVery Low
Labor Content Very HighVery High HighHigh ModerateModerate LowLow Very LowVery Low
Labor Skill Very HighVery High HighHigh ModerateModerate LowLow Very LowVery Low
Volume One UnitOne Unit LowLow ModerateModerate HighHigh Very HighVery High
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Process Selection CriteriaProcess Selection Criteria
Product variety
Product volume
Local economics
Stage in product life cycle
The firm’s business
strategy + marketing
plans
A tradeoff between
fixed + variable cost
The amount of capital
that the firm is able
or willing to invest
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Marketing ImplicationsMarketing ImplicationsPROCESS CONTINUUMPROCESS CONTINUUM
A job shop allows a firm
to sell its capabilities
A continuous process
flow allows a firm to
emphasize the product itself
A job shop helps a firm
follow a differentiation
strategy
A continuous process flow helps a firm follow
a low-cost strategy
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Labor
Energy
Equipment
Transportation
Economic ImplicationsEconomic ImplicationsPROCESS CONTINUUMPROCESS CONTINUUM
A BREAK-EVEN ANALYSIS MAY BEA BREAK-EVEN ANALYSIS MAY BEPERFORMED TO ASSIST IN THEPERFORMED TO ASSIST IN THE
PROCESS SELECTIONPROCESS SELECTION
A BREAK-EVEN CHART RELATES A BREAK-EVEN CHART RELATES COST TO LEVELS OF FORECASTEDCOST TO LEVELS OF FORECASTED
DEMANDDEMAND
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Product Life Cycle ImplicationsProduct Life Cycle ImplicationsPROCESS CONTINUUM
BIRTH
A JOB SHOP MAY
BE THE MOST
APPROPRIATE
IN ORDER TO
FILL EARLY
DEMAND AND
ADJUST TO
DESIGN CHANGES
MATURITY
HIGH PRODUCTION
VOLUMES MAY
JUSTIFY AN
ASSEMBLY LINE
DECLINE
A BATCH PROCESS
MAY BE MORE
APPROPRIATE AS
PRODUCT VOLUME
FALLS AND A
VARIETY OF SPARE
PARTS IS REQUIRED
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Traditional Traditional Process Process LayoutLayout
Lathe CenterLathe Center
Drilling CenterDrilling Center
Cutting CenterCutting Center Inspection CenterInspection Center
PRODUCTS CONTINUALLY TRAVEL BETWEEN WORK CENTERS PRODUCTS CONTINUALLY TRAVEL BETWEEN WORK CENTERS
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Work Cell LayoutWork Cell LayoutGROUP TECHNOLOGY GROUP TECHNOLOGY
- All jobs take the same route through the shop- Machine setups for all jobs are accomplished by merely changing the software menu - Interchangeable product parts or parts that merely have to be reduced or increased in size, also make the work cell layout possible
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Work Cell LayoutWork Cell Layout
Quick set-up times between jobs
Reprogrammable robots and other equipment
Production of products sharing similar process requirements, parts, materials, shapes,
and handling requirements
REQUIREMENTSREQUIREMENTS
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Shop makes storm doorsstorm doors ofall sizes, metals, wood, vinyl,
glass, and colors with theminimum setup times between
each order
Shop makes windowswindows of all sizes, metals, wood, vinyl,
glass, and colors with theminimum setup times between
each order
Work Cell Layout ManagementWork Cell Layout ManagementSTORM DOOR & WINDOW FACTORYSTORM DOOR & WINDOW FACTORY
MajorSetup Time
BetweenWindow
&DoorRuns
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Work Cell Layout ManagementWork Cell Layout Management
Setup time is the time to prepare a machineor process for manufacturing an order.It includes time and labor to clean or
change tools, molds, or settings.
Setup cost is highly correlated with setuptime, and also includes the cost of lost
productivity, scrappage, and rework.
Setup Time and Setup CostSetup Time and Setup Cost
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Work Cell Layout ManagementWork Cell Layout Management
MAJOR SETUPMAJOR SETUP(CHANGE BETWEEN PRODUCT GROUPS)(CHANGE BETWEEN PRODUCT GROUPS)
WINDOWSWINDOWS DOORSDOORS
OORRDDEERR
11
OORRDDEERR
22
OORRDDEERR
33
OORRDDEERR
11
OORRDDEERR
22
OORRDDEERR
33
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Work Cell Layout ManagementWork Cell Layout Management
MINOR SETUPMINOR SETUP(CHANGE WITHIN A PRODUCT GROUP)(CHANGE WITHIN A PRODUCT GROUP)
WINDOWSWINDOWS
OORRDDEERR
11
OORRDDEERR
22
WINDOWSWINDOWS
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The Process SpectrumThe Process Spectrum
WorkerPacedLineFlow
BatchFlow
MachinePaced
Line Flow
IntermittentFlow
Operations
( Job Shop )
ContinuousFlow
Operations
(Mass Production)
ALL MANUFACTURING AND SERVICE OPERATIONS ARE
ENCOMPASSED BY THE PROCESS SPECTRUM
RAW MATERIALS RAW MATERIALS TO FINISHED GOODSTO FINISHED GOODS
RAW MATERIALSRAW MATERIALSTO FINISHED GOODSTO FINISHED GOODS
PRE-MADE PARTS ASSEMBLEDPRE-MADE PARTS ASSEMBLEDINTO FINISHED GOODSINTO FINISHED GOODS
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The Process Flow Spectrum
Project
Job
Shop
Batch
Process
Assembly
Line
Continuous
Flow
Flow NoneNone JumbledJumbled DisconnectedDisconnected
& Dominant& DominantConnectedConnected ContinuousContinuous
Flexibility Very HighVery High HighHigh ModerateModerate LowLow Very LowVery Low
Number of Products
UniqueUnique ManyMany SeveralSeveral FewFew OneOne
Capital Investment
Very LowVery Low LowLow ModerateModerate HighHigh Very HighVery High
Variable Cost Very HighVery High HighHigh ModerateModerate LowLow Very LowVery Low
Labor Content Very HighVery High HighHigh ModerateModerate LowLow Very LowVery Low
Labor Skill Very HighVery High HighHigh ModerateModerate LowLow Very LowVery Low
Volume One UnitOne Unit LowLow ModerateModerate HighHigh Very HighVery High
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Intermittent Flow OperationsIntermittent Flow Operations MANUFACTURING MANUFACTURING
Job Shop Batch Flow
ORIGINAL ART WORK TOOL & DIE SHOP CUSTOM JEWELRY HEIRLOOM FURNITURE YACHT SUPER COMPUTER DENTAL CROWNS CUSTOM POOL
LIMITED EDITION ART HEAVY MACHINERY FINE JEWELRY FINE FURNITURE ROBOTICS SUITS AMBULANCES TEXTBOOKS
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Repetitive Flow OperationsRepetitive Flow Operations MANUFACTURING MANUFACTURING
Worker-PacedLine Flow
Machine-PacedLine Flow
CAMERA ASSEMBLY COMPUTER ASSEMBLY AUTOMOBILE ENGINE ASSEMBLY STANDARD OFFICE FURNITURE COMMON HAND TOOLS
APPLIANCE ASSEMBLY TOY ASSEMBLY AUTOMOBILE ASSEMBLY NEWSPAPER PUBLISHING BOTTLING PLANT UTENSILS
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Continuous Flow OperationsContinuous Flow Operations MANUFACTURING MANUFACTURING
OIL REFINERY CHEMICAL REFINERY PAPER MILL CONCRETE PRODUCTION LIGHT BULB PRODUCTION GLASS PRODUCTION NUT & BOLT PRODUCTION STEEL MILL ELECTRICITY GENERATION
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Intermittent Flow OperationsIntermittent Flow Operations SERVICE SECTOR SERVICE SECTOR
Job Shop Batch FlowBatch Flow
TUTORING PHYSICIAN’S OFFICE LIMOUSINE SERVICE CHARTER FLIGHTS LAW FIRM PRIVATE DINING FACILITY INDIVIDUAL SELLING
SMALL CLASSES GENERAL HOSPITAL TAXI SERVICE LOCAL AIRLINE LAW CLINIC FINE DINING RESTAURANT BOUTIQUE
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Repetitive Flow OperationsRepetitive Flow Operations SERVICE SECTOR SERVICE SECTOR
Worker-PacedLine Flow
Machine-PacedLine Flow
LECTURE HALL TEACHING HERNIA SURGERY CLINIC BUS SERVICE SUPERMARKET FAST FOOD RESTAURANT SCHEDULED AIR LINE
DISTANCE LEARNING CARWASH CINEMA MULTIPLEX LAUNDROMAT TANNING SALON AMUSEMENT RIDES
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Continuous Flow OperationsContinuous Flow Operations SERVICE SECTORSERVICE SECTOR
ContinuousLine Flow
RADIO - TELEVISION UTILITIES ON-LINE SHOPPING POLICE PROTECTION FIRE PROTECTION NATIONAL DEFENSE
TELEPHONE SERVICE EMERGENCY MEDICAL RESPONSE CHECK CLEARING HOUSE AUTOMATED FLAT- MAIL POSTAL FACILITY
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WE FOCUS ON…..
Classifying Service Classifying Service System ProcessesSystem Processes
1. How much skill and knowledge the worker must bring to the service.
2. The size of the potential customer service group.
3. The level of customer convenience.
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The Process SpectrumThe Process Spectrum
THE ENDTHE END
Applied Management Science for Decision Making, 1e Applied Management Science for Decision Making, 1e © 2012 Pearson Prentice-Hall, Inc. Philip A. Vaccaro , PhD© 2012 Pearson Prentice-Hall, Inc. Philip A. Vaccaro , PhD