operational excellence assignment
red214
Chapter81.pptxChapter 8
Niccole Hyatt, PhD
Key Questions
What is process technology?
What do operations managers need to know about process technology?
How are process technologies evaluated?
How are process technologies implemented?
Figure 8.2 The three stages of process technology management
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Some applications of e-business to OM
| Organizational tasks | E-business applications and/or contributions |
| Design | Customer feedback on requirements, testing and information exchange in new service/product designs, data mining to understand retail consumer behaviour better |
| Purchasing | Ordering, fund transfer, supplier selection and supplier portals |
| Supplier development | Partnership, supplier development |
| Human resource management | E-recruiting, benefit selection and management, online and multi-media training and education |
| Planning and control | Production planning and control, scheduling, inventory management, quality monitoring and control, Enterprise Resource Planning (ERP) |
| Customer service | Online help desks, reduced cycle time, customer services, selection of distribution channels, transportation, scheduling and third party logistics |
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| Type of interaction between the customer and the technology | Examples |
| Active interaction with the technology | Mobile phone services Internet-based ordering Email Cash machines |
| Passive interaction with the technology | Transport systems Theme park rides Automatic car wash |
| Hidden interaction with the technology | Security cameras Retail scanners Credit card tracking |
Types of customer processing technology
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Does the technology fit the processing task?
the extent to which they vary in their degree of automation;
the extent to which they vary in their scale;
the extent to which they vary in their degree of integration.
Process technologies can be categorized using three dimensions…
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Questions?
Niccole Hyatt, PhD
