第七章流程策略

1、精選優(yōu)質(zhì)文檔-傾情為你奉上第七章 流程策略主要內(nèi)容7.1 四種流程策略Four Process Strategies工藝專業(yè)化Process Focus重復性生產(chǎn)Repetitive Focus產(chǎn)品專業(yè)化Product Focus大規(guī)模定制Mass Customization Focus流程選擇對比Comparison of Process Choices7.2 流程分析和設計Process Analysis and Design流程圖Flow Diagrams時間功能圖Time-Function Mapping價值流圖Value-Stream Mapping工藝路線圖Process Char

2、ts服務藍圖Service Blueprinting7.3 服務流程設計Service Process Design客戶互動與流程設計Customer Interaction and Process Design改進服務流程的更多機會More Opportunities to Improve Service Processes布局和人力資源7.4 選擇設備和技術Selection of Equipment and Technology-彈性7.5 生產(chǎn)技術Production Technology機床技術Machine Technology自動識別技術Automatic Identificat

3、ion Systems (AISs) and RFID過程控制Process Control可視化系統(tǒng)Vision Systems機器人Robots自動存取系統(tǒng)Automated Storage and Retrieval Systems (ASRSs)自動導引車Automated Guided Vehicles (AGVs)柔性制造系統(tǒng)Flexible Manufacturing Systems (FMSs)計算機集成制造Computer-Integrated Manufacturing (CIM)7.6 服務業(yè)的技術Technology in Services金融+教育+政府+通信+商業(yè)+

4、運輸+醫(yī)療+航空7.7 流程再設計Process Redesign7.8 道德和環(huán)境友善流程Ethics and Environmentally Friendly Processes案例 戴爾電腦公司Dell Computer Company大規(guī)模定制為戴爾電腦帶來競爭優(yōu)勢“How can we make the process of buying a computer better?”直接銷售電腦給消費者Sell custom-build PCs directly to consumer全面集成業(yè)務網(wǎng)絡Integrate the Web into every aspect of its bu

5、siness保持六天庫存Operate with six days inventory按訂單快速低成本制造計算機,Build computers rapidly, at low cost, and only when ordered專注研究電腦軟件，快速安裝和簡單配置和Focus research on software designed to make installation and configuration of its PCs fast and simple流程策略process strategy組織將資源轉化成商品和服務的方法。7.1 四種流程策略工藝專業(yè)化Process-Focu

6、sed Strategy 單件+小批生產(chǎn)重復性生產(chǎn)Repetitive Focused Strategy 成批+大量生產(chǎn)產(chǎn)品專業(yè)化product focused-大量生產(chǎn)大規(guī)模定制mass customization 個性化生產(chǎn) 選擇流程必須適合產(chǎn)量和品種固定和變動成本分攤，設法讓總成本最少7.1.1 工藝專業(yè)化Process-Focused Strategy工藝專業(yè)化：小批量，多品種流程，也稱作業(yè)車間；Low volume, high variety products，Job shop；一些設備的利用率很低5%，但成本很高具有彈性被75%的企業(yè)采用Facilities are organiz

7、ed by processSimilar processes are together Example: All drill presses are together Jumbled flow Other names間歇流程Intermittent processJob shop標準注冊公司商用表格作業(yè)車間的工藝專業(yè)化案例飯店+醫(yī)院+工廠7.1.2 重復性生產(chǎn)Repetitive Focused Strategy重復性生產(chǎn)：介于工藝專業(yè)化和產(chǎn)品專業(yè)化之間，采用模塊，是一流程的生產(chǎn)線；Facilities often organized by assembly lines，Characteriz

8、ed by modules-Parts & assemblies made previously；Modules combined for many output options成批生產(chǎn)Other names裝配線Assembly line 生產(chǎn)線Production line哈雷戴維森摩托車重復性制造彎曲架管+工作單元+機加工+高溫上漆+引擎和傳動系統(tǒng)+測試28+成品裝箱 案例 汽車+家電7.1.3 產(chǎn)品專業(yè)化product focused產(chǎn)品專業(yè)化：大批量、少品種的流程，設備都是根據(jù)產(chǎn)品進行組織的，也稱連續(xù)型流程。High volume, low variety products，

9、Facilities are organized by product，Continuous process manufacturing；啤酒+紙+化工Other names線性流程生產(chǎn) Line flow production連續(xù)生產(chǎn)Continuous production紐柯鋼鐵的產(chǎn)品專業(yè)化生產(chǎn)廢鐵+電熔爐+取鋼水包+不間斷鑄鋼機+連續(xù)的鑄鋼被切割成24噸的鋼版+灼熱隧道+用于經(jīng)加工、冷卻/卷鋼的熱軋機案例 玻璃+紙+電燈泡+啤酒等7.1.4 大規(guī)模定制mass customization大規(guī)模定制：滿足顧客獨特的商品和服務需求的一種快速、低成本生產(chǎn)方式；Using technology

10、 and imagination to rapidly mass-produce products that cater to sundry unique customer desires.大規(guī)模定制基本類型可分為：-+OEM +ODM+OBM HTC+富士康+浙江服裝+福建的鞋廠+（）ATO（）MTO（）按訂單加工FTO+按訂單采購PTOETO（）按訂單研發(fā)DTO四種類型（如下圖）CODP=Costomer order decouping point備貨訂貨分離點備貨型的生產(chǎn)-CODP-訂貨型生產(chǎn)Under mass customization the three process model

11、s become so flexible that distinctions between them blur, making variety and volume issues less significant.大規(guī)模定制提供比以前更多地選擇案例 通用汽車+豐田汽車+服務業(yè)電訊+網(wǎng)站+保險+銀行+證券+書店+電臺大規(guī)模定制依賴于模塊化設計大規(guī)模定制可以消除銷售預測的猜測，實現(xiàn)按訂單生產(chǎn)build-to-order;運作經(jīng)理利用模塊、有效調(diào)度和快速生產(chǎn)來實現(xiàn)大規(guī)模定制7.1.5 流程選擇對比比較：設備、人員、空間、產(chǎn)量、品種、效率、成本交叉圖：不同的流程會有不同的成本曲線，交叉圖可用于分析他

12、們之間的差異；當產(chǎn)量一定時，只有一種流程成本是最低的。企業(yè)關注的焦點在一個講求效率的時代，專業(yè)化是一種趨勢。Focus brings efficiency，F(xiàn)ocus on depth of product line rather than breadth。顧客Customers德國的溫特豪斯洗碗機公司有類似特征的產(chǎn)品族Products-紐柯鋼鐵+新西蘭加拉格爾鋼絲網(wǎng)服務Service-奧蘭多、帕爾默醫(yī)院+肖爾代斯醫(yī)院技術Technology-intel，微軟改變流程 改變流程需要調(diào)整運營策略組合與之匹配.服務與產(chǎn)品設計Service and product design質(zhì)量管理Quality

13、 management流程與能力設計Process and capacity design選址Location布置Layout design人力資源和工作設計Human resources, job design供應鏈管理Supply-chain management庫存管理Inventory management獨立需求+相關需求+JIT與精益系統(tǒng)計劃與調(diào)度Scheduling綜合計劃+調(diào)度 維護Maintenance7.2 流程分析和設計7.2.1流程圖Process Flow Diagram 摩托車裝配圖彎曲架管+工作單元+機加工+高溫上漆+引擎和傳動系統(tǒng)+測試28+成品裝箱 7.2.2

14、時間功能圖Time Function Map 流程圖的擴展，增加了時間維度；美國一家印制和壓制產(chǎn)品的時間功能圖。7.2.3價值流圖value-stream mapping.VSM 是時間功能圖的一種變化形式，有助于分析價值在生產(chǎn)過程中的哪個環(huán)節(jié)被創(chuàng)造，包括供應鏈內(nèi)。140秒加工/26天的的等待7.2.4工藝線路圖process chart 工藝流程圖使用符號、時間和距離來提供客觀和結構化的方法，分析并記錄組成流程的各項活動。 快餐店的漢堡生產(chǎn)線7.2.5服務藍圖Service Blueprint-跟蹤提高服務質(zhì)量服務藍圖是一種關注顧客和企業(yè)之間互動的流程分析技術；服務藍圖一般分三層如下圖：第一

15、層-在顧客控制中第二層-提供商和顧客交互第三層-遠離顧客許多環(huán)節(jié)均需采取解決潛在事物的防錯技術F-T，來提高服務質(zhì)量；理想的解決辦法是最好在設計階段預見到可能的錯誤，并采取設計預防措措施。 員工問候+服務診斷+進行服務+友好結束服務流程分析Work Flow Analysis - Four Phases 員工問候Request， from a customer or an offer to provide services by a performer服務診斷Negotiation, allowing the customer and the performer to agree on how

16、 the work should be done and what will constitute customer satisfaction進行服務Performance，of the assignment and completion友好結束Acceptance, closing the transaction provided the customer expresses satisfaction and agrees that the conditions were met.7.3 服務流程設計7.3.1 客戶互動和流程設計Customer Interaction and Proces

17、s Strategy服務流程矩陣中服務業(yè)的專業(yè)化水平低 服務定制化程度 高高 勞動力密集程度低大眾服務-商業(yè)銀行專業(yè)服務-私人銀行服務工廠-快餐店服務商店-美食餐廳大眾服務和專業(yè)服務Mass Service and Professional Service勞動力參與高Labor involvement is high加強培訓Selection and training highly important加強人力資源Focus on human resources個性化服務Personalized services服務工廠和服務商店Service Factory and Service Shop自

18、動化標準服務Automation of standardized services采取流程技術、低勞動響應Low labor intensity responds well to process technology and scheduling強化控制Tight control required to maintain standards7.3.2 改進流程的更多機會布局 案例 零售業(yè)、餐飲業(yè)和銀行業(yè)的布局 布局設計時服務流程設計的一部分,對零售業(yè)、餐飲業(yè)和銀行業(yè)尤其如此。人力資源 很多服務業(yè)都涉及與顧客的的互動，所以招聘和培訓等人力資源問題是服務業(yè)中特別重要的組成部分。改進服務生產(chǎn)率的技術

19、 分離+自助服務+延遲+聚焦+模塊+自動化+作業(yè)計劃+培訓7.4 選擇設備和技術案例醫(yī)院、飯店和制造企業(yè)選擇設備和技術X光機工廠數(shù)控機床辦公室的電腦考慮的因素成本質(zhì)量產(chǎn)能靈活性彈性flexibility 指的是短時間、低成本和高顧客價值的情況下作出相應的能力。7.5 生產(chǎn)技術機床技術Machine technology自動識別系統(tǒng)Automatic identification systems (AISs)過程控制Process control可視化系統(tǒng)Vision system機器人Robot自動存取系統(tǒng)Automated storage and retrieval systems (ASR

20、Ss)自動導引車Automated guided vehicles (AGVs)柔性制造系統(tǒng)Flexible manufacturing systems (FMSs)計算機集成制造Computer-integrated manufacturing (CIM)7.5.1機床技術Machine Technology 計算機數(shù)控機床-德國1950s提高精度Increased precision增加生產(chǎn)率Increased productivity提升靈活性Increased flexibility減少污染Decreased pollution體積減小Decreased size耗能更少Decreas

21、ed power requirements7.5.2自動識別系統(tǒng)Automatic Identification Systems (AIS)無線射頻條碼識別器-條碼+二維碼護士將藥物上的條碼與病人ID進行匹配-防差錯7.5.3過程控制Process Control案例：石油精煉廠+石化廠+水泥廠+鋼鐵廠+核反應堆+物流企業(yè)等的溫度+壓力+數(shù)量。過程控制process control:是信息技術在監(jiān)控實物流程上的應用。過程控制軟件-Factory Link IV控制糖和水進入果汁攪拌機提升過程穩(wěn)定性Increased process stabilityIncreased process prec

22、isionReal-time provision of information for process evaluationMulti-mode information presentation7.5.4可視化系統(tǒng)Vision Systems-十字路口攝像頭可視化系統(tǒng)結合攝像機和電腦技術，通常用于檢查。Particular aid to inspectionConsistently accurateNever boredModest costSuperior to individuals performing the same tasks7.5.5機器人Robots案例福特汽車有些工廠98%的

23、焊接有機器人完成 危險和乏味的工作可由機器人來完成Perform monotonous, or dangerous tasks, or those requiring significant strength or enduranceEnhanced consistency, accuracy, speed strength, power when substituted for human effort7.5.6自動存取系統(tǒng)Automated Storage and Retrieval Systems (ASRS)自動存取系統(tǒng)是計算機控制的倉庫。Automated placement and

24、 withdrawal of parts and productsParticularly useful in inventory and test areas of manufacturing firms7.5.7自動導引車Automated Guided Vehicle (AGV)電子導航和控制的車輛用運輸制造過程中的零件和機械運輸Electronically controlled movement of products and/or individuals7.5.8柔性制造系統(tǒng)Flexible Manufacturing Systems (FMS)案例 洛克希德公司-馬丁工廠采用FMS

25、為飛機生產(chǎn)零部件達拉斯-克薩斯州第三大城市，休斯敦-約翰遜航天中心-肯尼迪航天中心佛羅里達； IBM在德克薩斯奧斯丁的電腦廠-就只能裝配小型電子產(chǎn)品。 由一臺中央計算機給每一個工作站和物料搬運設備發(fā)出操作指令，這種系統(tǒng)就叫自動工作單元，也稱柔性制造系統(tǒng)。FMS也有局限性Computer controls both the workstation and the material handling equipmentComputer control enhance flexibilityCan economically produce low volume at high qualityRedu

26、ced costs of changeover and low utilizationStringent communication requirement between components within it7.5.9計算機集成制造Computer Integrated Manufacturing (CIM) 管理層Top management+運營管理OM+作業(yè)層CAMCIM包含計算輔助設計CAD、計算機輔助制造CAM、柔性制造系統(tǒng)FMS、自動存取系統(tǒng)ASRS、自動導引系統(tǒng)AGV，它提供了一個集成的柔性制造系統(tǒng)。將采購、CAD、CAM、自動存取、自動導引、裝配、檢驗、打包進行集成的系統(tǒng)

27、。擴展的柔性制造系統(tǒng)Extension of flexible manufacturing systemsBackwards to engineering and inventory controlForward into warehousing and shippingCan also include financial and customer service areas，可高效率解決多品種少批量生產(chǎn)Reducing the distinction between low-volume/high-variety, and high-volume/low-variety production

28、非常依賴信息技術Heavy reliance on information technology7.6 服務業(yè)的技術技術對服務業(yè)的影響Service Industry服務業(yè)ExampleFinancial services金融服務Debit cards, electronic funds transfer, ATMs, Internet stock tradingEducation教育在線圖書Electronic bulletin boards, on-line&#

29、160;journalsUtilities and government公共事業(yè)和政府Automated one-man garbage trucks, optical mail sorters, scanners, flood warning systems炸彈掃描Restaurants and foods飯店和食品Wireless orders from waiters to kitchen, 

30、;robot butchering, transponders on cars to track drive-thrusCommunication通信電子出版Electronic publishing, interactive TVHotels酒店信用卡Electronic check-in/check-out, electronic key/lock systemsWholesale/retail trade批發(fā)零售貿(mào)易Point-of-sal

31、e terminals, e-commerce, electronic communication between store and supplier, bar coded data條碼Transportation運輸衛(wèi)星導航Automatic toll booths, satellite-directed navigation systems, route planning, progress monitoringHealth care醫(yī)療在線手術On-line patient monitoring, on-line medical information systems, robotic surgery, expert system diagnosis assistanceAirlines航空公司無票旅行Ticketless travel, scheduling, Internet ticket sales, improved navigation and route plann