Dr Julie Thomson Room W 212 Julie Thomsongcu
- Slides: 6
Dr Julie Thomson Room W 212 Julie. Thomson@gcu. ac. uk Department of Business Management Glasgow School for Business and Society OPERATIONS MANAGEMENT Lecture 1. 3 – The Transformation Model
Some operations described in terms of their processes Operation Airline Department store Police Some of the operation’s inputs processes Aircraft Check passengers in Pilots and air crew Board passengers Ground crew Passengers and freight Fly passengers and freight around the world Products for sale Care for passengers Source and store products Sales staff Display products Information systems Give sales advice Customers Police officers Computer systems Information systems Public (law-abiding and criminals) Fresh food Sell products Crime prevention Frozen food manufacturer Operators Crime detection Some of the operation’s outputs Transported passengers and freight Customers and products ‘assembled’ together Lawful society, public with a feeling of security Information gathering Detaining suspects Source raw materials Prepare food Processing technology Freeze food Cold storage facilities Pack and freeze food Frozen food
Operations input resources and outputs
Example Pret A Manger ‘High-end’ sandwich and snack retailer Use only ‘wholesome’ ingredients Source: Getty Images: Bloomberg / Chris Ratcliffe All shops have own kitchens which makes fresh sandwiches every day Fresh ingredients delivered early every morning Same staff who serve you at lunch made the sandwiches that morning ‘We don’t work nights, we wear jeans, we party… ’
Operations Management at Pret a Manger TRANSFORMED RESOURCES Environment (e. g. , location, competitors) Perc e Add ived Valu e? Food ingredients Packaging Customers No of products sold. OUTPUT INPUT TRANSFORMING RESOURCES Kitchen equipment Shop fittings Staff Transformation process CUSTOMERS are PROCESSED Em p Sat loyee isfa ctio n No of customers served Feedback/Outcome? (e. g. , % of customers happy with speed + friendliness of service; Profits)
PROCESS HIERARCHES “A process perspective can be used at three levels: the level of the operation itself, the level of the supply network, and the level of individual processes. ” (Slack et al. , 2013: 19) Expressed another way, Operational Processes have: ØInternal and external suppliers ØInternal and external customers The job of the operations manager is to ensure that these processes are both effective and efficient! 6
