CHAPTER 12

DESIGNING THE DELIVERY PROCESS

2

PROCESS INNOVATION IN SERVICE-DELIVERY SYSTEM

Initial Analysis– Customer for service : customer type & profile– Object of service delivery : machine & information – Interaction of service dispensers with customer : 서비스

제공 수단 , 장소 , 의사소통형태 , 감각– Existing service delivery system

Search for a suitable existing system– 서비스 제공시스템의 속성 비교 ( 혜택위주 )

3

CLASSIC FORMS OF SERVICE-DELIVERY SYSTEMS

Characteristic of service process:– Less visible work, diversity

Food-dispensing services– Vending machine, fast-food( production-line service

delivery:standard),upscale restaurants Cash disbursing service

– Bank teller, ATMs(customer-involvement service delivery) Retail merchandisers

– Department(personal-attendant service delivery), discount outlet

Service blueprinting (PFA tool): line of visibility

4

AUTOMATION IN SERVICE PROCESS

Automation to involve customers in service delivery – Teller → ATM

Automation through Digital Information Storage– Telephone services, bar-coding systems

Automation to span long distances– A call to a local pizza Hut

Automation for Distribution efficiencies– Mail-order retailer

※ A well-trained, empowered work force remains a key element of any world-class service delivery system

5

COMPONENTS OF MANUFACTURING PROCESSES

one or more raw materials a machine or machine center that uses actual tools(na

il,laser) and fixtures ( drill press) to perform the transformation tasks

information support often using numerical technology to advise and/or guide the process

a materials handling system that includes transporters and automated guided vehicles

People(skill), transporter(AGVs), Inventory information system

6

Process Choices

Project

Jobbing

Batch

Line

Continuous

BuildingDams Special,

Small Orders

Refineries

Mid VolumeProduction

High VolumeProductions

Small Large

Average Order Size

PROCESS CATEGORY MATRIX

7

TYPICAL ATTRIBUTES OF PROJECTS

Single job at a site – building, dams Applications: Usually large, one of a kind project Order Winners: Price or Capability Physical Resources: General purpose, mobile Human Resources: Project skills, outsource Information System: dissemination(mobile), planning

system(schedule), actual cost Inventory: Timely Raw, sizable WIP, little FG Adaptability to Change: High flexibility

8

TYPICAL ATTRIBUTESOF JOBBING

Irregularly produce relatively few units of a product Applications: Special, Small, Make-to-Orders Order Winners: Speed or Capability, Price Physical Resources: General purpose , process layout Human Resources: Skilled, empowered, may be labor

limited(cross-training) Information System: Tracking job, Job costing Inventory: Timely Raw, sizable WIP, little FG Adaptability to Change: High flexibility

9

TYPICAL ATTRIBUTES OFBATCH PRODUCTION

Routinely produces orders usually in larger quantities Applications: Mid-Volume MTO or ATO Jobs Order Winners: Often Price but it varies Physical Resources: special purpose, product layout Human Resources: Toward less skilled Information System: process costing Inventory: Timely Raw, sizable WIP & FG Adaptability to Change: Moderate,product mix

flexibility

10

TYPICAL ATTRIBUTERS OF LINE PRODUCTION

Perform repetitive tasks for large orders Applications: High Volume MTS Jobs Order Winners: Often Price and speed Physical Resources: Special purpose, fixed product layout Human Resources: Toward less skilled Information System: Material and process control,process

costing, assembly line balancing problem Inventory: Timely Raw, sizable WIP & FG Adaptability to Change: Low, trade off efficiency

11

TYPICAL ATTRIBUTERS OF CELLULAR MANUFACTURING

Produce a family of similar output, one at a time Applications: Mid-volume, Mid-Variety Order Winners: Price and delivery speed Physical Resources: General purpose, Family focused

layout Human Resources: job enlargement(multiple task) Information System: Material and process control Inventory: Timely, Raw, sizable WIP & FG Adaptability to Change: Low, mix flexibility

12

TYPICAL ATTRIBUTERS OF CONTINUOUS-FLOW PROCESSES

Inflexible manufacturing Produces Applications: standardized good Order Winners: Price(commodities) Physical Resources: capital intensive, product layout Human Resources: training employee Information System: process control Adaptability to Change: limited function, operate at

close to capacity at all times

13

FLEXIBLE MANUFACTRUING THROUGH AUTOMATION

Capability to process work as varied as a job shop with minimal direct human intervention

Applications: moderate volume Order Winners: design flexibility, speed Physical Resources: capital intensive Human Resources: employees insight Information System: simpler information Adaptability to Change: cost