Operation management

2. Chapter 2 Operations Strategy and Competitiveness

4. Operations Strategy Example Strategy Process Customer Needs Corporate Strategy Operations Strategy Decisions on Processes and Infrastructure More Product Increase Org. Size Increase Production Capacity Build New Factory

6. Dealing with Trade-offs For example, if we improve customer service problem solving by cross-training personnel to deal with a wider-range of problems, they may become less efficient at dealing with commonly occurring problems. For example, if we reduce costs by reducing product quality inspections, we might reduce product quality. Cost Quality Delivery Flexibility

9. Strategy Design Process Strategy Map Financial Perspective Customer Perspective Internal Perspective Learning and Growth Perspective Improve Shareholder Value Customer Value Proposition Build-Increase-Achieve A Motivated and Prepared Workforce What it is about!

14. Operations Strategy Framework Customer Needs New product : Old product Competitive dimensions & requirements Quality, Dependability, Speed, Flexibility, and Price Operations & Supplier capabilities R&D Technology Systems People Distribution Support Platforms Financial management Human resource management Information management Enterprise capabilities Operations and Supplier Capabilities R&D Technology Systems People Distribution

22. End of Chapter 2