The paper "Various Operations Management Tools" is a wonderful example of an assignment on management. Operations management deals with process improvement in terms of both effectiveness and efficiency. Any process whether it involves services or manufacturing has to serve basically two important purposes. Firstly it should achieve the end result for which it is intended. This qualifies the process to be effective. Secondly, it should use optimum resources at its disposal. This qualifies the process to be efficient. This assignment endeavors to highlight process value analysis while analyzing the case given. It will first highlight the issues involved in the case and then will analyze it from the perspective of Operations Management. This assignment will also take the resort of various operations management tools and techniques like value stream mapping and flowcharts to analyze various value and non-value adding process parameters.
It will be easier than to eliminate the wastes and make the whole process lean and agile. Key Words: Value Stream Mapping, Flow Chart, Waste elimination, Lean & Agile process, Process Mapping. The given case has to be analyzed and discussed in the context of services operations management.
Detection of wastes in any process is not an easy task as they are unidentifiable in nature. Thus they keep taking a toll on the scares resources be it time, money, or manpower. Though there are various mathematical, statistical tools at the disposal of operations management which will help not only in the identification of such waste but will also help in optimizing it. This case presents the customer perspective which is of prime concern for any process improvement. Customer satisfaction is the prime goal of any business.
Else there is very likely that customer and producer gap can creep into the whole affair. This has been dealt with great detail in research work conducted by Parasuraman, Zeithaml, and Berry (1985). Every service-oriented business as like banking given in the case study has certain parameters that must be taken care of. These parameters are also dealt with in the above study.
a. Parasuraman, A, Berry, L.L, Zeithaml, V.A. (1988): SERVQUAL: A Multiple Item Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing, 64:1, p.12-40.
b. Tseng, M.M.; Jiao, J. (2001), Mass Customization, in: Handbook of Industrial Engineering, Technology and Operation Management (3rd ed.), New York, NY: Wiley, p. 65.
c. O'Connor, J. & McDermott, I. (1997). The Art of Systems Thinking: Essential Skills for Creativity and Problem-Solving. San Francisco: Thorsons Publishing. p. 11.
d. Shingo Shigeo, 1985, A Revolution in Manufacturing: The SMED System, , Productivity Press, p.5.
e. Shigeo Shingo, 1989, A study of the Toyota Production System, Productivity Press, p.236
f. Simon Briscoe, 2005, The trouble with targets, OECD Observer, No. 246-247.
g. Skyttner, Lars (2006), General Systems Theory: Problems, Perspective, Practice, World Scientific Publishing Company.
h. John Gall (2003), The Systems Bible: The Beginner's Guide to Systems Large and Small. (General Systemantics Pr/Liberty)