In this chapter, the following content will be discussed: Four process strategies, process focus, repetitive focus, product focus, mass customization focus, comparison of process choices, process analysis and design, flow diagrams, time-function mapping, value-stream mapping, process charts, service blueprinting. | LSM733-PRODUCTION OPERATIONS MANAGEMENT By: OSMAN BIN SAIF LECTURE 10 1 Tools of TQM Check Sheets Scatter Diagrams Cause-and-Effect Diagrams Pareto Charts Flowcharts Histograms Statistical Process Control (SPC) Summary of Last Session 2 2 The Role of Inspection When and Where to Inspect Source Inspection Service Industry Inspection Inspection of Attributes versus Variables TQM in Services Summary of Last Session (Contd.) 3 3 Tools for Generating Ideas Check sheets Scatter diagrams Cause-and-effect diagrams Tools to Organize the Data Pareto charts Flowcharts Tools for Identifying Problems Histogram Statistical process control chart Summary of Last Session (Contd.) 4 4 Four Process Strategies Process Focus Repetitive Focus Product Focus Mass Customization Focus Comparison of Process Choices Process Analysis and Design Flow Diagrams Time-Function Mapping Value-Stream Mapping Process Charts Service Blueprinting Agenda for this session 5 5 Service Process Design Customer Interaction and . | LSM733-PRODUCTION OPERATIONS MANAGEMENT By: OSMAN BIN SAIF LECTURE 10 1 Tools of TQM Check Sheets Scatter Diagrams Cause-and-Effect Diagrams Pareto Charts Flowcharts Histograms Statistical Process Control (SPC) Summary of Last Session 2 2 The Role of Inspection When and Where to Inspect Source Inspection Service Industry Inspection Inspection of Attributes versus Variables TQM in Services Summary of Last Session (Contd.) 3 3 Tools for Generating Ideas Check sheets Scatter diagrams Cause-and-effect diagrams Tools to Organize the Data Pareto charts Flowcharts Tools for Identifying Problems Histogram Statistical process control chart Summary of Last Session (Contd.) 4 4 Four Process Strategies Process Focus Repetitive Focus Product Focus Mass Customization Focus Comparison of Process Choices Process Analysis and Design Flow Diagrams Time-Function Mapping Value-Stream Mapping Process Charts Service Blueprinting Agenda for this session 5 5 Service Process Design Customer Interaction and Process Design More Opportunities to Improve Service Processes Selection of Equipment and Technology Production Technology Machine Technology Automatic Identification Systems (AISs) and RFID Process Control Vision Systems Robots Agenda for this session (Contd.) 6 6 Production Technology (cont.) Automated Storage and Retrieval Systems (ASRSs) Automated Guided Vehicles (AGVs) Flexible Manufacturing Systems (FMSs) Computer-Integrated Manufacturing (CIM) Technology in Services Process Redesign Ethics and Environmentally Friendly Processes Agenda for this session (Contd.) 7 7 Comparison of Processes Process Focus (Low volume, high variety) Repetitive Focus (Modular) Product Focus (High-volume, low-variety) Mass Customization (High-volume, high-variety) Small quantity, large variety of products Long runs, standardized product made from modules Large quantity, small variety of products Large quantity, large variety of products General purpose equipment Special equipment aids in use of assembly
