Scribd
Upload
22 views26 pages

Sesi 3 Design Proses Jasa

This document discusses various topics related to designing processes and services. It covers process design tools like process flow analysis and flowcharts. It discusses considerations for process selection like the type of process, degree of vertical integration, flexibility of resources, and customer contact. It also covers linking product design to process selection, different strategies like make-to-stock and assemble-to-order, and how services differ from manufacturing.

Uploaded by

Merina Merina
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
22 views26 pages

Sesi 3 Design Proses Jasa

This document discusses various topics related to designing processes and services. It covers process design tools like process flow analysis and flowcharts. It discusses considerations for process selection like the type of process, degree of vertical integration, flexibility of resources, and customer contact. It also covers linking product design to process selection, different strategies like make-to-stock and assemble-to-order, and how services differ from manufacturing.

Uploaded by

Merina Merina
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 26

DESIGNING PROCESSES &

SERVICES
SASARAN SESI
• Mampu merancang proses operasi jasa

2
REFERENSI
Operations Management an Integrated Approach (6th ed.) (2016) by Reid & Sanders.
Wiley.

3
U N D E R LY I N G P R O C E S S R E L AT I O N S H I P B E T W E E N
V O L U M E A N D S TA N D A R D I Z AT I O N C O N T I N U U M
P R O C E S S S E L E C T I O N C O N S I D E R AT I O N S
• Process selection is based on five considerations
1. Type of process; range from intermittent to repetitive or continuous
2. Degree of vertical integration
3. Flexibility of resources
4. Mix between capital & human resources
5. Degree of customer contact
P R O C E S S D E S I G N TO O L S
Often stages in the
production process can be
performed in parallel, as
shown here in (c) and (d).
The two stages can
produce different
products (c) or the same
product (d).
DESIGNING PROCESSES
• Process design tools include:
• Process flow analysis
• Process flowchart
• Design considerations include:
• Make-to-stock strategy
• Assemble-to-order strategy
• Make-to-order strategy

See flowcharts for different product strategies at Antonio’s Pizzeria (next slide)
PROCESS FLOWCHART OF CUSTOMER FLOW
AT A N T O N I O ’ S P I Z Z E R I A

A basic process performance metric is


throughput time. A lower throughput
time means that more products can move
through the system. One goal of process
improvement is to reduce throughput
time.
PROCESS PERFORMANCE METRICS

• Definition: Measurement of different process characteristics


that tell us how a process is performing
• Determining if a process is functioning properly is required
• Determination requires measuring performance
PROCESS PERFORMANCE METRICS
LINKING PRODUCT DESIGN & PROCESS
SELECTION

• Product design and process selection are directly linked


• Type of product selected defines type of operation required
• Type of operation available defines broader organizational aspects
such as
• Equipment required
• Facility arrangement
• Organizational structure
LINKING DESIGN AND PROCESS SELECTION

• Organizational Decisions appropriate for different types of operations


LINKING PRODUCT DESIGN & PROCESS
SELECTION

• Product Design Decisions:


• Intermittent and repetitive operations typically focus on producing
products in different stages of the product life cycle
• Intermittent is best for early in product life
• Repetitive is better for later when demand is more predicable
LINKING PRODUCT DESIGN & PROCESS
SELECTION

• Competitive Priorities:
• Decisions of how a company will compete in the
marketplace.
• Intermittent operations are typically less competitive on
cost than repetitive operations. (Think “off the rack” vs.
custom tailored clothing.)
I N T E R M I T T E N T V S . R E P E T I T I V E FAC I L I T Y
L AY O U T S
P R O D U C T A N D S E R V I C E S T R AT E G Y

• Type of operation is directly related to product and service


strategy
• Three basic strategies include
1. Make-to-stock; in anticipation of demand
2. Assemble-to-order; built from standard components on order
3. Make-to-order; produce to customer specification at time of
order
P R O D U C T A N D S E R V I C E S T R AT E G Y O P T I O N S
D E G R E E S O F V E R T I C A L I N T E G R AT I O N A N D
MAKE OR BUY

• Vertical integration refers • Make-or-Buy choices


to the degree a firm should be based on the
chooses to do processes following considerations:
itself- raw material to sales • Strategic impact
• Backward Integration • Available capacity
means moving closer to • Expertise
primary operations
• Quality considerations
• Forward Integration means
• Speed
moving closer to customers
• Cost (fixed cost + variable
cost)make = Cost (fixed cost +
Variable cost)buy
TECHNOLOGY DECISIONS
• Information Technology – technology that enables storage, processing, and
communication of information within and between firms
• Simplify first then apply appropriate technology
• ERP, GPS, RFID
• Automation – use of machinery able to perform work without human operators
• Automated Material Handling: Automated guided vehicles (AGV), Automated
storage & retrieval systems (AS/RS)
• Flexible Manufacturing Systems (FMS) -- automation system that combines the
flexibility of intermittent operations with the efficiency of repetitive operations
• Robotics
• Numerically-Controlled (NC) equipment – machines controlled by a computer and
can do a variety of tasks
E - M A N U FA C T U R I N G
• Web-based environment creates numerous business opportunities to include:
• Product design collaboration
• Process design collaboration

• Computer-aided design – uses computer graphics to design new products


• Computer-integrated manufacturing – integration of product design, process planning, and
manufacturing using an integrated computer system
• 3D Printing – a three-dimensional printing technology that deposits materials like plastics and
metals in thick layers one atop the other with the process gradually building up one layer at a
time until the object is produced.
DESIGNING SERVICES: HOW DO THEY
D I F F E R F R O M M A N U FAC T U R I N G ?

• Services are different from manufacturing as they:


• Produce intangible products
• Involve a high degree of customer contact
• Type of service is classified according to degree of customer
contact
DESIGNING SERVICES
• Service Characteristics
• Pure services
• Quasi-Manufacturing
• Mixed services
• Service Package
• The physical goods
• The sensual benefits
• The psychological benefits
• Differing designs
• Substitute technology for people
• Get customer involved
• High customer attention
PRODUCT DESIGN & PROCESS SELECTION
A C R O S S T H E O R G A N I Z AT I O N

• Strategic and financial of product design and process


selection mandates operations work closely across the
organization
• Marketing is impacted by product that is produced
• Finance is integral to the product design and process selection
issues due to frequent large financial outlays
PRODUCT DESIGN & PROCESS SELECTION
A C R O S S T H E O R G A N I Z AT I O N

• Strategic and financial of product design and process selection


mandates operations work closely across the organization
• Information services has to be developed to match the needs of the
production process
• Human resources provides important input to the process selection decisions
for staffing needs
• Purchasing ensures need parts and raw materials are attained within
reasonable prices
• Engineering understands technical characteristics
TERIMA KASIH

26

You might also like

pFad - Phonifier reborn

Pfad - The Proxy pFad of © 2024 Garber Painting. All rights reserved.

Note: This service is not intended for secure transactions such as banking, social media, email, or purchasing. Use at your own risk. We assume no liability whatsoever for broken pages.


Alternative Proxies:

Alternative Proxy

pFad Proxy

pFad v3 Proxy

pFad v4 Proxy