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Chapter 2
Operations Strategy and
Competitiveness
OBJECTIVES
Operations Strategy
Competitive Dimensions
Order Qualifiers and Winners
Strategy Design Process
A Framework for Manufacturing Strategy
Service Strategy Capacity Capabilities
Productivity Measures
Competitive strategy
is about being
different.
The essence of
STRATEGY
is to perform
activities differently
than rivals
STRATEGY :
a. Operations Effectiveness
b. Customer Management
c. Product Innovation
a. Operations Effectiveness
:relates to the core business process
- Customer Order
- Handling returns
- Manufacturing
- Managing Website
- Shipping Products
b. Customer management
:relates to better understanding and
leveraging customer relationships
c. Product Innovation
- development of a new product
- markets
- relationship
To sustain growth
Operations Strategy
Strategy Process Example
Decisions on Processes
and Infrastructure Build New Factory
Process Design :
–Technology
–Sizing the process over time
–Inventory
–Locating the process
Infrastructure :
Competitive Dimensions
Cost or Price
– Make the Product or Deliver the Service Cheap
Quality
– Make a Great Product or Deliver a Great Service
Delivery Speed
– Make the Product or Deliver the Service Quickly
Delivery Reliability
– Deliver It When Promised
Coping with Changes in Demand
– Change Its Volume
Flexibility and New Product Introduction Speed
– Change It
Other Product-Specific Criteria
– Support It
For
Forexample,
example, ifif we
we
improve
improvecustomer
customer Cost
service
serviceproblem
problem solving
solving
by
bycross-training
cross-training Flexibility Delivery
personnel
personneltotodeal
dealwith
withaa
wider-range
wider-rangeofof Quality
problems,
problems,they
they may
may
become
becomeless
lessefficient
efficient at
at
dealing
dealingwith
withcommonly
commonly
occurring
occurringproblems.
problems.
McGraw-Hill/Irwin © 2006 The McGraw-Hill Companies, Inc., All Rights Reserved.
15
Service Breakthroughs
A brand name car can be an
“order qualifier”
1. Product leadership
2. Customer intimacy
3. Operational excellence
1. Strategic competencies
2. Strategic technologies
3. Climate for action
No delay
Many passangers
No commission
McGraw-Hill/Irwin © 2006 The McGraw-Hill Companies, Inc., All Rights Reserved.
27
Cut the time to get
on and off the board
Competitive
dimensions & requirements
Enterprise capabilities
Operations
Operationsand Suppliercapabilities
& Supplier Capabilities
R&DR&D Technology SystemsSystems
Technology People
People Distribution
Distribution
Support Platforms
Financial management Human resource management Information management
Steps in Developing a
Manufacturing Strategy
What is Productivity?
Defined
Productivity is a common measure
on how well resources are being
used. In the broadest sense, it can
be defined as the following ratio:
Outputs
Inputs
or
= Goods and services produced
All resources used
Multifactor Measure
Productivity
Multifactor measures of productivity =
Output .
Labor + Capital + Energy
or
Output .
Labor + Capital + Materials
Example of Productivity
Measurement
You have just determined that your service
employees have used a total of 2400 hours of
labor this week to process 560 insurance
forms. Last week the same crew used only
2000 hours of labor to process 480 forms.
Which productivity measure should be used?
Answer: Could be classified as a Total
Measure or Partial Measure.
Is productivity increasing or decreasing?
Answer: Last week’s productivity = 480/2000 = 0.24,
and this week’s productivity is = 560/2400 = 0.23. So,
productivity is decreasing slightly.
Problem
7040 Units Produced
39
McGraw-Hill/Irwin © 2006 The McGraw-Hill Companies, Inc., All Rights Reserved.
40
Solution
MFP = Output
Labor + Materials + Overhead
MFP = 2.20
40
McGraw-Hill/Irwin © 2006 The McGraw-Hill Companies, Inc., All Rights Reserved.
41
2004 2005
Output Sales value of $22,000 $35,000
production
Input Labor $10,000 $15,000
Raw materials and $ 8,000 $12,500
supplies
Capital equipment $ 700 $ 1,200
depreciation
Other $ 2,200 $ 4,800
Solution
2004 2005
Partial productivities
Labor 2.20 2.33
Raw materials and 2.75 2.80
supplies
Total productivity 1.05 1.04
Question Bowl
An operations strategy is concerned
with which of the following?
a. Setting specific policies and plans
b. Short-term competitive strategies
c. Coordination of operational goals
d. All of the above
e. None of the above
Answer: c. Coordination of operational
goals
Question Bowl
Typically a strategy breaks down
into what major components?
a. Operations effectiveness
b. Customer management
c. Production innovation
d. All of the above
e. None of the above
Question Bowl
A criterion that differentiates the
products and services of one firm
from another can be which of the
following?
a. An order qualifier
b. An order winner
c. PWP
d. KPI
e. None of the above
Question Bowl
A travel agency processed 240 customers on
Day 1 with a staff of 12, and 360 customers
the on Day 2 with a staff of 15. What can be
said about the productivity shift from Day 1
to Day 2?
a. An increase in productivity from Day 1 to Day 2
b. A decrease in productivity from Day 1 to Day 2
c. The same productivity from Day 1 to Day 2
d. Can not be computed from data above
e. None of the above
Answer: a. An increase in productivity from Day 1 to
Day 2(Day 1 productivity = 240/12=20
Day 2 productivity = 360/15=24)
Question Bowl
In addition to traditional financial measures, what
critical questions can a Balanced Scorecard
help a company answer?
a. How do customers see us?
b. What must we excel at?
c. How can we continue to improve and create
value?
d. All of the above
e. None of the above
End of Chapter 2