CHAPTER 12 DESIGNING THE DELIVERY PROCESS

2 PROCESS INNOVATION IN SERVICE- DELIVERY SYSTEM n 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 n Search for a suitable existing system – 서비스 제공시스템의 속성 비교 ( 혜택위주 )

3 CLASSIC FORMS OF SERVICE-DELIVERY SYSTEMS n Characteristic of service process: – Less visible work, diversity n Food-dispensing services – Vending machine, fast-food( production-line service delivery:standard),upscale restaurants n Cash disbursing service – Bank teller, ATMs(customer-involvement service delivery) n Retail merchandisers – Department(personal-attendant service delivery), discount outlet n Service blueprinting (PFA tool): line of visibility

4 AUTOMATION IN SERVICE PROCESS n Automation to involve customers in service delivery – Teller → ATM n Automation through Digital Information Storage – Telephone services, bar-coding systems n Automation to span long distances – A call to a local pizza Hut n 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 n one or more raw materials n a machine or machine center that uses actual tools(nail,laser) and fixtures ( drill press) to perform the transformation tasks n information support often using numerical technology to advise and/or guide the process n a materials handling system that includes transporters and automated guided vehicles n People(skill), transporter(AGVs), Inventory information system

6 Process Choices Project Jobbing Batch Line Continuous Building Dams Special, Small Orders Refineries Mid Volume Production High Volume Productions SmallLarge Average Order Size PROCESS CATEGORY MATRIX

7 TYPICAL ATTRIBUTES OF PROJECTS n Single job at a site – building, dams n Applications: Usually large, one of a kind project n Order Winners: Price or Capability n Physical Resources: General purpose, mobile n Human Resources: Project skills, outsource n Information System: dissemination(mobile), planning system(schedule), actual cost n Inventory: Timely Raw, sizable WIP, little FG n Adaptability to Change: High flexibility

8 TYPICAL ATTRIBUTES OF JOBBING n Irregularly produce relatively few units of a product n Applications: Special, Small, Make-to-Orders n Order Winners: Speed or Capability, Price n Physical Resources: General purpose, process layout n Human Resources: Skilled, empowered, may be labor limited(cross-training) n Information System: Tracking job, Job costing n Inventory: Timely Raw, sizable WIP, little FG n Adaptability to Change: High flexibility

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

10 TYPICAL ATTRIBUTERS OF LINE PRODUCTION n Perform repetitive tasks for large orders n Applications: High Volume MTS Jobs n Order Winners: Often Price and speed n Physical Resources: Special purpose, fixed product layout n Human Resources: Toward less skilled n Information System: Material and process control,process costing, assembly line balancing problem n Inventory: Timely Raw, sizable WIP & FG n Adaptability to Change: Low, trade off efficiency

11 TYPICAL ATTRIBUTERS OF CELLULAR MANUFACTURING n Produce a family of similar output, one at a time n Applications: Mid-volume, Mid-Variety n Order Winners: Price and delivery speed n Physical Resources: General purpose, Family focused layout n Human Resources: job enlargement(multiple task) n Information System: Material and process control n Inventory: Timely, Raw, sizable WIP & FG n Adaptability to Change: Low, mix flexibility

12 TYPICAL ATTRIBUTERS OF CONTINUOUS-FLOW PROCESSES n Inflexible manufacturing Produces n Applications: standardized good n Order Winners: Price(commodities) n Physical Resources: capital intensive, product layout n Human Resources: training employee n Information System: process control n Adaptability to Change: limited function, operate at close to capacity at all times

13 FLEXIBLE MANUFACTRUING THROUGH AUTOMATION n Capability to process work as varied as a job shop with minimal direct human intervention n Applications: moderate volume n Order Winners: design flexibility, speed n Physical Resources: capital intensive n Human Resources: employees insight n Information System: simpler information n Adaptability to Change: cost