1. OPIM 3104: Operations Management Instructor: Bob DayInstructor: Bob Day Bob.Day@business.uconn.eduBob.Day@business.uconn.edu My Website:My Website: (google: bob day uconn) http://users.business.uconn.edu/bday/index.html

2. My Background: Ph.D. University of Maryland, 2004: –Applied Mathematics and Scientific Computation –Concentration: Operations Research Main Research: –Auctions w/Package bidding (consulting: FAA, FCC, Ofcom, and other national spectrum authorities) Other Research: –Hospital Management (consulting: HCA) Past Teaching: –19 semesters of Operations Management, undergrad –MBA version of this course –Undergrad Project Management –Statistical Quality Control, Mgmt. & Eng. for Manuf.

3. My Goals for this course Familiarize students w/ terminology and concepts of OM relevant to most businessesFamiliarize students w/ terminology and concepts of OM relevant to most businesses Familiarize students with quantitative techniques for OM. Exercise analytical problem solving skills and Excel skills.Familiarize students with quantitative techniques for OM. Exercise analytical problem solving skills and Excel skills. Provide a clear and well-organized class.Provide a clear and well-organized class. Challenge students, but within reasonChallenge students, but within reason

4. Two Main Themes of the Course Technology emerges as an integrative, seamless communication tool. How does this affect business?Technology emerges as an integrative, seamless communication tool. How does this affect business? Technology emerges as artificial intelligence. We can now solve problems too hard to solve without computers. How do businesses benefit?Technology emerges as artificial intelligence. We can now solve problems too hard to solve without computers. How do businesses benefit? –Some decisions are too hard, even with the help of computers! (What can we do?)

5. Course Description (Refer to course website)(Refer to course website)

6. Assignments Visit course websiteVisit course website Buy book access and install Excel OM on your laptop after logging into publisher’s website.Buy book access and install Excel OM on your laptop after logging into publisher’s website. Read chapters 1, 2, and Module A, over next few weeksRead chapters 1, 2, and Module A, over next few weeks Do Assignment 1 by February 4th See Website.Do Assignment 1 by February 4th See Website.

7. Chapter 1 Operations and Productivity

8. What does an Operations Manager do? Operations Manager Responsible for Switch and Network operations 1.) Manage switching and network equipment elements a.) Manage Installation and maintenance of telecomm equipment used for transport of voice and data services a.) Manage Installation and maintenance of telecomm equipment used for transport of voice and data services 2.) Manage switch and transmissions technicians a.) Staffing levels (vacations, sick time) a.) Staffing levels (vacations, sick time) b.) On-call scheduling b.) On-call scheduling c.) Manage technician’s workloads c.) Manage technician’s workloads d.) Ensure techs timely response to customer trouble complaints and network outages d.) Ensure techs timely response to customer trouble complaints and network outages 3.) Provide 1st level tech support to technicians 4.) Manage projects assigned by VP and engineering a.) Verify all equipment received from engineering a.) Verify all equipment received from engineering b.) Manage specific task completions b.) Manage specific task completions c.) Schedule and verify activity completion dates c.) Schedule and verify activity completion dates d.) Ensure that personnel are trained on all new equipment d.) Ensure that personnel are trained on all new equipment Vic Chmielowiec Operations Manager Conversent Communications

9. What does an Operations Manager do? I went on our HR site and found the following description of my position. I pretty much have the same responsibilities every day, but each day is different. Some days, I'll spend time "putting out fires" and doing damage control when there are operational errors that occur. (A "fire" can range anywhere from a check being deposited into the wrong account by mistake, to a client who fails to submit an IRS form W9 in a timely manner; therefore, causing the IRS to withhold taxes from their account.) There are also new situations/issues that arise because the industry is constantly changing along with NASD/NYSE policies. [The Branch Operations Manager is responsible for all branch administrative and operations functions. The Branch Operations Manager works closely with Branch Management to ensure that all operational, administrative, and compliance functions within the branch are being properly executed. The Branch Operations Manager may recruit, select, train, and supervise all branch administrative and operations associates. The Branch Operations Manager acts as a main point of contact for operational inquiries from home office, regional office and other branch associates and also act as the branch contact for the compliance and administration inquiries. The Branch Operations Manager assists in resolving complex client inquiries.] Hale Percinel Complex Operations Manager Wachovia Securities, LLC Brentwood, TN

10. What is Operations Management? Where do I locate my facilities?Where do I locate my facilities? How much inventory do I need?How much inventory do I need? How do I bargain with suppliers?How do I bargain with suppliers? How do I ensure a quality product?How do I ensure a quality product? How do I transport my product?How do I transport my product? How do I make my company’s processes as efficient as possible?How do I make my company’s processes as efficient as possible?

11. Examples of OM Solutions A company changes from individual departments handling their own procurement of supplies to company wide procurementA company changes from individual departments handling their own procurement of supplies to company wide procurement FedEx purchases new software for more efficient vehicle-routingFedEx purchases new software for more efficient vehicle-routing Boston Coach Limousine company switches from human dispatchers to GPS integrated, demand forecasting computerized dispatchBoston Coach Limousine company switches from human dispatchers to GPS integrated, demand forecasting computerized dispatch

12. Historical Events in OM Industrial Revolution Steam engine1769James Watt Division of labor1776Adam Smith Interchangeable parts1790Eli Whitney Scientific Management Principles1911Frederick W. Taylor Time and motion studies1911Frank & Lillian Gilbreth Activity scheduling chart1912Henry Gant Moving assembly line1913Henry Ford

13. Historical Events in OM Management Science/Operations Research Linear programming1947George Dantzig Digital computer1951Remington Rand Simulation, PERT/CPM, 1950sOperations research Waiting line theory groups MRP1960sJoseph Orlicky, IBM Quality Revolution JIT1970sTaiichi Ohno, Toyota TQM1980sW. Edwards Deming, Joseph Juran, et. al. Strategy and operationsSkinner, Hayes Reengineering1990sHammer, Champy World Trade Organization1990sNumerous countries and companies

14. Historical Events in OM Globalization European Union and1970s-1990s other trade agreements Information Age/ Internet Revolution Internet, WWW, ERP1990sARPANET, Tim Supply chainBerners-Lee, SAP, i2 management,Technologies, ORACLE, E-commercePeopleSoft, Amazon, Yahoo, eBay, and others