MBA 8452 Systems and Operations Management

1. MBA 8452 Systems and Operations Management Product Design & Process Selection —Service

2. Introduction to Operations Management/ Operations Strategy Process Control and Improvement Process Analysis and Design Project Management Planning for Production Quality Management Process Analysis Capacity Management Aggregate Planning Job Design Statistical Process Control Just in Time Scheduling Manufacturing Layout/ Assembly Line Balancing Inventory Control Supply Chain Management Services Waiting Line Analysis

3. Objectives: Services Design • Compare Goods and Services • Be able to compare and contrast organizations based on the type of product they make or offer for sale. • The Service and Process Classifications • Describe the type of service and the appropriate process classification for it. • Service System Design Matrix • Explain the service system design matrix • Blueprint for Service Process • Be able to flow chart a service process using blueprinting

4. Service Characteristics and Their Implications on Service Design Characteristics Implications • intangible • can not be inventoried • high customer contact • highly visible to consumers • production concurrent with • consumption • labor intensive • Focus on intangible factors • Capacity planning, flexibility critical • Less latitude to make mistake • Problem prevention, process • layout, and customer relations • Location • Employee treatment and training

5. Internal Supplier Internal Customer External Customer Internal Supplier Service Types • Facilities-based vs. Field-based services • Internal Services vs. External Services

6. Operational Classification of Services • Amount of customer contact • Low vs. High • Service process variability • Standardized vs. customized service

7. Production Efficiency Service-System Design Matrix Degree of Contact with Customer low Variability in Service Requirements high

8. The Service Strategy The Customer The Systems The People Service Triangle

9. Service Strategy: Focus • Treatment of the customer • Speed and convenience • Price • Variety • Quality • Unique skills

10. Service Blueprinting: Example

11. Service Fail-safing • AProactive Approach • Keeping a mistake from becoming a service defect • Poka-Yokes • Simple devices or methods that prevent mistakes from happening in products or service production

12. Is this a good poka-yoke? 11

13. Three Contrasting Service Designs • The production line approach • Example: McDonalds • The self-service approach • Example: ATM • The personal attention approach • Example: Ritz Carlton

14. Characteristics of a Well-Designed Service System • operating focus • user-friendly • robust • consistent performance • evidence of service quality • cost-effective • effective links between back & front office

15. Tech Note 6: Waiting Line ManagementObjective: Service Design - Wait Lines • Wait Line Management • Identify and explain situations where wait line management is useful. Apply the principles learned in this lesson to a situation • Trade-off between Capacity and Wait Line Cost • Explain why there is a trade-off between capacity and wait lines (be able to asses the cost from the customer and the company’s perspective) • Relationship between Utilization and Wait Time • Explain why wait time is longer as facilities get closer to 100 percent utilization • Be able to compare and contrast how wait line management is used in services and manufacturing with respect to utilization and wait time • Types of Queues • Be able to identify the four types of queues and give an example for each type • Problem Solving - Model 1 • Be able to calculate the system performance measures given the average number of customers served per time period () and the average number of customers that arrival per time period ()

16. Tech Note 6Waiting Line Management • Why waiting lines (queues) unavoidable? • Limited service system capacity – Facilities have a limited amount of space • Variable customer demand -peak v/s non-peak • Why study waiting line? • Find the most cost-effective system capacity • Goal is to minimize the sum of two costs • Customer waiting costs • Service capacity costs

17. Wait Line Exercise • Using The Target Article • Consider yourself as the manager of the “bateau”: • Given that the bateau is at the dock, what are the constraints for this type of operation? • Where are the potential waiting lines? What is similar and what is different about these lines? • How will you manage the lines to ensure that the business operates successfully and customers are satisfied?

18. Some ways to manage wait lines • Determine acceptable waiting time for customers • Keep customer informed of waiting time • Have fast check out lines (segments customers) • Schedule customers via a number/ticket, appointment • Run specials to attract customers during non-peak periods • Use experienced/fast workers or faster equipment to process customers through lines • Arrange layout to help process customers through the service area/try to divert customer’s attention when waiting in line

19. Total cost Customer waiting cost Capacity cost + = Cost of service capacity Cost of customers waiting Trade-off between Service Capacity & Waiting Line Cost Cost Service capacity

20. Arrival and Service Profiles • The number of arrivals can vary • one at a time • small groups • large groups • The service capacity remains constant • size of the facility • number of workers during a given shift • sometimes capacity is exceeded which means customers have to wait

21. Relationship between Utilization and Waiting Time

22. Components of AQueueing System

23. Single channel Single phase Server Single channel Multiple phase Server1 Server2 S1 S4 S1 Multi-channel Single phase S2 S5 S2 S3 S6 S3 Multi-channel Multi-phase Some Line Structures

24. Components of AQueueing System • Customer • from finite or infinite source population • single or batch arrivals • arrival patterns • Random (Poisson arrivals) • Average arrival rate () • Average inter-arrival time (1/) • patient or impatient (balking or reneging)

25. Components of AQueueing System • Service System • number of lines • number of service phases • line length (capacity) • queue discipline (order of service) • number of servers • service time • Fixed or random (Exponential service) • Average service rate () • Average service time (1/ )

26. Waiting Line Models Source Model Layout Population Service Pattern 1 Single channel Infinite Exponential 2 Single channel Infinite Constant 3 Multichannel Infinite Exponential 4 Single or Multi Finite Exponential These four models share the following characteristics: · Single phase Poisson arrival · FCFS · · Unlimited queue length

27. SystemPerformance Measures • Average number of customers waiting • in line ( ) • in system ( ) • Average time customers wait • in line ( ) • in system ( ) • System utilization () • Probability that exactly n customers are in the system (Pn)

28. Model 1 • Single channel, single phase • Poisson arrival (), exponential service () Major performance measures

29. Application of Model 1 Target “bateau” open for business at the dock. Customers arrive at the rate of 25 per hour. The cashier can serve one customer every two minutes. Assume Poisson arrival and exponential service. A) What is the average utilization of the employee? B) What is the average number of customers in line? C) What is the average number of customers in the system? D) What is the average waiting time in line? E) What is the average waiting time in the system? F) What is the probability that exactly two cars will be in the system?

30. Application of Model 1 (cont.) A) What is the average utilization of the cashier? B) What is the average number of customers in line?

31. Application of Model 1 (cont.) C) What is the average number of customers in the system? D) What is the average waiting time in line? E) What is the average waiting time in the system?

32. Application of Model 1 (cont.) F) What is the probability that exactly two cars will be in the system (one being served and the other waiting in line)? * What is the probability that an arriving car has to wait?

33. Model 2 • Single channel, single phase • Poisson arrival (), constant service () Major performance measures

34. Application of Model 2 An automated pizza vending machine heats and dispenses a slice of pizza in 4 minutes. Customers arrive at a rate of one every 6 minutes with the arrival rate exhibiting a Poisson distribution. Determine: A) The average number of customers in line. B) The average total waiting time in the system.

35. A) The average number of customers in line. B) The average total waiting time in the system. Application of Model 2 (cont.)