1. Hook examples… Alistair Brandon-Jones, University of Bath Carrie Queenan, University of Notre Dame

2. Reducing effective variety in operations See the OM Wicki on how to use this hook: http://teaching-operations-management.wikispaces.comhttp://teaching-operations-management.wikispaces.com

3. Pineapple – product or service? See the OM Wicki on how to use this hook: http://teaching-operations-management.wikispaces.comhttp://teaching-operations-management.wikispaces.com

4. Selecting suppliers….chocolates!! Agree Measurement Criteria Obtain Relevant Information Make Selection Initial Supplier Qualification

5. Mapping processes See the OM Wicki on how to use this hook: http://teaching-operations-management.wikispaces.comhttp://teaching-operations-management.wikispaces.com

6. Four V’s analysis Low High Low Volume Variety Variation Visibility In pairs plot the 4 V’s for ‘Focus’ and ‘Concept’ products Concept design services

7. What about these props? See the OM Wicki on how you could use some of these props: http://teaching-operations-management.wikispaces.comhttp://teaching-operations-management.wikispaces.com

8. You have 30 seconds to answer the following question…… Why map processes? See the OM Wicki on how to use this hook: http://teaching-operations-management.wikispaces.comhttp://teaching-operations-management.wikispaces.com

9. How many squares do you see?

10. Line of visibility Advantages? Increased customer confidence Evidence of quality, authenticity Evidence of efficiency, Increased job interest Makes staff customer oriented Disadvantages? Training staff to ‘perform’ May reduce back office efficiency Service fallibility Makes work stressful

11. innovative plastic design, few parts mass fashion orientation standardised, easy to make at high volume so low cost further innovations extended range increased variety does not increase costs allows but also which funds which gives but because volume is high which funds etc. Product / service design Marketing Operations

12. Chase capacity in action Evaluate Tesco’s ‘One In Front’ strategy

13. What is good and bad about IKEA? What are the key measures of performance for IKEA’s process? LongShort

14. Performance Time Continuous improvement Standardize and maintain Improvement

15. Modularity / commonality  Recorded in six languages  Previously recorded program six times in different locations  Modularizing shots gives the flexibility to reduce costs and add new language versions quickly http://www.youtube.com/watch?v=AM-zKLKa-mg http://www.youtube.com/watch?v=mOa1m4skAy8&feature=related http://www.youtube.com/watch?v=duBuxNIESVo See the OM Wicki on how to use this hook: http://teaching-operations-management.wikispaces.comhttp://teaching-operations-management.wikispaces.com

16. What about these clips? Yamaha pianos Empty seats on Ryan air Shangri la hotel Cleaning in Mumbai E-Tyres

17. Gap perspective of quality What are your expectations of a train service? See the OM Wicki on how to use this hook: http://teaching-operations-management.wikispaces.comhttp://teaching-operations-management.wikispaces.com

18. Expectations Ideal - best possible Ideal feasible - given price etc Desirable - want Deserved - ought Minimum tolerable - must Intolerable - should not

19. What does a wedding photographer deliver to its customers? See the OM Wicki on how to use this hook: http://teaching-operations-management.wikispaces.comhttp://teaching-operations-management.wikispaces.com

20. Competitiveness Operations and supply can provide a competitive advantage through performance in… Quality Being RIGHT Speed Being FAST Dependability Being ON TIME Cost Being PRODUCTIVE Being ABLE TO CHANGE Flexibility

21. The value of slow… http://www.nytimes.com/2010/02/17/business/energy-environment/17speed.html?sudsredirect=true See the OM Wicki on how to use this hook: http://teaching-operations-management.wikispaces.comhttp://teaching-operations-management.wikispaces.com

22. Goal kicking See the OM Wicki on how to use this hook: http://teaching-operations-management.wikispaces.comhttp://teaching-operations-management.wikispaces.com Darts…

23. Inventory management – driving you bananas! See the OM Wicki on how to use this hook: http://teaching-operations-management.wikispaces.comhttp://teaching-operations-management.wikispaces.com