运作管理第二章.ppt

Chapter 2 Process Management 流程管理 Operations Management 运营管理 Outline 概要 What is process management? Major process decisions; Relationships between decisions; Design processes; Reengineering Vs Process improvement; Duke Power Duke Power serves nearly 2 million customers in North and South Carolina. In 1995, when deregulation was looming, they realized that their processes needed to do a much better job of serving customers, but the existing structure was getting in the way. They identified the five core processes that comprised the essential work, and assigned each an owner, reporting to the head of Customer Operations. Their customer service is now ranked first or second in the nation among electric utilities, their electric rates are among the lowest in the nation, and in 2004 they won the EPA’s Clean Air Excellence Award What is process management什么是流程管理 Process management is selection of the inputs, operations, work flows, and methods that transform inputs into outputs. Process decisions must be made when: Major Process Decisions主要流程决策 Process Choice 流程选择Product-Process Matrix for Processes Major Process Decisions --Process Choice 流程选择 Project Process（项目化生产） A process characterized by a high degree of job customization large scope, and substantial resources. Job Process（工艺专业化生产） A process with the flexibility needed to produce a wide variety of products in significant quantities, with considerable complexity and divergence in the steps performed. Batch process（批量生产） A process that differs from the job process with respect to volume, variety and quantity. Major Process Decisions --Process Choice 流程选择 Line process （装配线生产） A process that lies between the batch and continuous processes on the continuum; volumes are high and products are standardized, which allows resources to be organized around particular products. Continuous flow （连续流程） The extreme end of high-volume, standardized production and rigid line flows, with production not starting and stopping f