The Operations Management Function - WEB

Chapter 3
UNCORRECTED PAGE PROOFS
The operations
management function
why is it important
An operations system is used to transform inputs into outputs. In a chocolate factory, this means
using labour and raw resources, such as cocoa beans, to make chocolate. The Mars chocolate
factory in Ballarat manufactures well-known brands including Mars and Snickers bars, Maltesers
and M&Ms, and the plant has the capacity to produce 1 million Mars bars in just 8 hours. Mars
Australia sources its cocoa beans from Rainforest Alliance certified farms. Most of the process
of chocolate making is automated (done by machines) just picture huge vats of melting
chocolate and caramel with lots of workers in white coats. When you learn about operations
management in this chapter, you will be studying how large-scale organisations actually make
their product or service and the processes they use to optimise production.
What you will learn
Key knowledge
Use each of the points below from the Business Management study design as a heading in your summary notes.
Ethical and socially responsible
management of an operations system
Strategies adopted to optimise

operations, including:
facilities design and layout
materials management
management of quality
extent of the use of technology
Productivity and business

competitiveness, their
importance for and impact
on the operations system
The operations function

and its relationship to
business objectives and
business strategy
THE OPERATIONS
MANAGEMENT FUNCTION
Characteristics of operations
management within
large-scale manufacturing
and service organisations
Key elements of an operations

system (inputs, processes and
outputs) in different types of
large-scale organisations
Key skills
These are the skills you need to demonstrate. Can you demonstrate these skills?
accurately use relevant management terms
research aspects of operations management using print and online sources
analyse business information and data
apply operations management knowledge and concepts to practical and/or simulated situations
discuss key aspects of operations management
analyse strategies that arise through practices within operations management.
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UNIT 3 Corporate management
c03TheOperationsManagementFunction98
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Toyotasoperationssystem
Operations is the part of the business that gets the job done.
At Toyota, that means producing more than 100 000 cars each
year, two-thirds of which are exported. The process of producing
the Camry at Toyotas manufacturing plant in Altona is similar
to producing a cake (or any other product for that matter). You
need inputs (resources used in the production process, such
as labour and raw materials). The next step is to transform
those raw materials into output (finished products). Many of
the components used to build an engine, such as pistons and
cylinder head covers, are produced in-house by Toyota. Some
parts are sourced from local suppliers. What else is needed to
make a car? Lots of steel panels that are welded, painted and
undergo a multitude of processes to finally reach the 250-metre
long assembly line.
Operations is not just about making products or producing
services though. Many organisations strive to produce the best
product or service on the market. Toyota uses the concept of
continuous improvement to do this (referred to in Japanese as
kaizen). This means that all company activities from the assembly line to customer
service are continually scrutinised, so that new and better ways of doing things
are introduced if needed.
Just in time (JIT) production is also used at Toyota. This means that the right parts
and materials are manufactured and provided in the exact amount needed, and
when needed. The number of cars produced is directly related to customer demand.
Toyota uses technology to its advantage. For example, the welding involved to
make the shell of a car involves 250 welding processes and 526 parts. Robots do
105 of the welding jobs and the remainder are carried out by workers on both night
and day shifts. Toyota says they are automated, but with a human touch.
Welding on the assembly line at

Toyota. Toyota is credited widely for
its high quality, low cost, short lead
time and flexible production system.
Operations is not just

about making products
or producing services.
The operations management function ChapTer 3
c03TheOperationsManagementFunction
99
99
3.1
The operations function and its relationship to

business objectives and business strategy
Key CoNCepTs Operations management is about producing goods and/or

services based on business objectives.
Large-scale manufacturing and service organisations differ in
their operations systems.
Operationsmanagement consists
of all the activities in which managers
engage to produce goods or services.
Operations management is the responsibility of managers engaged to produce
goods or services. It is concerned with creating, operating and controlling a transformational process that takes inputs from a variety of resources and produces outputs of goods and services, to satisfy customer demand. When you buy a loaf of
bread, for example, the bakery will have undertaken a number of processes
from buying the ingredients, to mixing and blending them, baking and wrapping
the finished loaves and, finally, delivering the loaves to the retail outlets.
Australias leading bathroom

manufacturer, Caroma, uses
automated robots in its production
process to spray finish glaze onto
various bathroom products. In its
60 years of manufacturing, Caroma has
accomplished many world firsts. It is best
known for creating the worlds first dual
flush toilet suite.
dId yoU KNow?

Businesses can become more
competitive by looking at their
production processes. For example,
the better mango project identified
why so many mangoes were arriving
at retail outlets bruised or overripe.
Better handling techniques and
temperature control have resulted
in more consistent fruit quality and
better profits.
100
The core objective of all organisations is to efficiently produce goods or services. Operations management is the strategy used to achieve this objective. Operations management, therefore, is at the heart of the success of all organisations.
Production involves the skilful bringing together of a number of resources, such as
finance, equipment, management, technology and people, to create finished goods
and services through a series of operations. The nature and type of operations vary
considerably from one type of goods or services to another. However, how the
operations management function is carried out will directly affect an organisations
competitive position, because it will:
establish the level of quality of the goods or services
inuence the overall cost of production, given that the operations function is
responsible for the largest part of an organisations capital and human expenses
determine whether sufficient products are available to satisfy consumer demand.
The operations management function has a considerable inuence on the
quality, cost and availability of an organisations goods or services. These, in turn,
have a direct bearing on whether the organisation achieves its other main objectives specifically, to increase profitability, to increase market share, to provide a
reasonable return for investors or to contribute to the wellbeing of the community.
100
Characteristics of operations
management within largescale manufacturing and service
organisations
Operations management differs from other forms of organisational management,
because it applies specifically to the management of the productive or transformational process.
Coordinating this process is a management activity. It is important to note, however, that operations managers should no longer be considered as simply engineers of a manufacturing process (production managers), as was the case before the
1970s. Today, operations managers carry out a wide range of tasks.
Interviewwithanoperationsmanager
MatthewArblaster:
Company:
Qualifications:
dId yoU KNow?

In 1913, Henry Ford developed
an approach to car assembly that
involved a chassis moving down an
assembly line on a conveyor belt. A
small team of workers would move
with the car, fitting the various
components that had been carefully
set out along the production line.
The end result was a reduction of the
hours spent on the assembly of a car,
from 728to just 1.5.
Production supervisor
Bayer MaterialScience
Bachelor of Engineering Certificate 4 in Accounting
Diploma in Management
I am responsible for the production department

of the Australian site of Bayer MaterialScience. In
this role my biggest and most challenging task is
to mentor the production and maintenance teams
to ensure we have a culture of safety, quality and
efficiency. This involves me working with and
developing team leaders and operators so that they
can make the correct decisions and build on their
knowledge to ensure the plant runs smoothly. I run
and coordinate training days for the teams to align
and develop skills and aim to create a development
culture.
As well as this I help production operators and
maintainers solve problems and address any critical
issues that may arise. Another key responsibility is to
work with scheduling to coordinate future production
and develop new products. I also need to ensure
that I am on top of what happens at the 24hr plant
to ensure production runs according to plan . . . put
things back on track when things go array.
Other parts of my role involve being the global
leader for efficiency, which involves coordinating the shared knowledge with my
global counterparts to ensure we learn from each other and deliver best practices.
In the whole manufacturing industry we are all doing more and more with less,
but its about finding simple ways to complete the new tasks which is easier said
than . . . in the end its about questioning at the core of a task what function does
this do and how do we do this simply.
Higher cost pressures are a problem for everyone in manufacturing around the
world and we are expected to do more with less. Through building a strong base of
skill and flexibility in our teams and thinking long term with our equipment we can
be competitive.
. . . I help production
operators and
maintainers solve
problems . . .
Source: Adapted from 2013, Manufacturers Monthly, Q&A series, 2 May
101
101
3.1 The operations function and its relationship to business objectives and
business strategy
Tangible and intangible products
Tangibles are goods, which can be

touched.
Intangibles include services, which
cannot be touched.
A manufacturer will transform inputs into tangible products. Tangibles are physical
products that can be handled and stored before they are sold to the consumer,
such as bread, clothing or a car. The production process and consumption are not
linked. That is, there is little customer involvement in production.
A service organisation will transform inputs into services. Services are intangible,
which means that they cannot be touched. For example, if you attend a training
course, you cannot physically touch it, but you benefit from gaining knowledge
and learning new skills. Services cannot be stored and the customer may actually
need to be present when the service is being delivered. For example, the customer
must be present when receiving a haircut.
In reality, many LSOs today produce a combination of both manufactured goods
and services. Products such as cars or electronic equipment often come with a warranty and other services. When a customer enters a contract with an Internet provider, they will receive a service (their broadband connection), a modem and other
goods necessary to enable the connection.
role of the operations manager in

senior management
Chief executive officer
Human
resources
manager
Marketing
manager
Operations
manager
Finance
manager
Research and
development
manager
Production
manager
Warehouse
manager
dId yoU KNow?

An operations manager can select
strategies from four areas to achieve
optimal operations: facilities design
and layout, materials management,
management of quality and use
oftechnology.
Maintenance
manager
Component
inventory
manager
Quality
manager
The operations manager is part of the senior management team. A large-scale organisation
will most likely have many managers under the operations manager, such as the production
manager, warehouse manager and quality manager.
102
102
Regardless of whether an organisation manufactures a product or produces a service, most large-scale organisations will have an operations function or department.
Sometimes, it may be referred to by other names, such as production or supply.
The strategies that the operations function uses will differ according to whether the
organisation manufactures a product or provides a service. A bank, for example,
would not be as concerned with the management of materials as a car manufacturer would be.
The operations manager, like any other manager, uses the four management
roles discussed in chapter 2. The operations manager may, for example, lead the
way by investigating the purchase of new state-of-the-art machinery that will complement the operation rather than compete with the need for labour, therefore cutting production costs. Before purchasing new machinery the manager must plan,
determining objectives for the operations and how they will be achieved (in this
case, by purchasing new equipment) and organise staff to facilitate the process of
installing new equipment. Once the new machinery is installed the operations
manager may control the quality of the product by monitoring the production run
and inspecting the product to ensure it meets standards.
TesT your understanding

1 What is the difference between an input and an
output?
2 Operations management is the part of the business
that actually gets the job done. Demonstrate
this concept on a smaller scale by describing the
materials you would need and the process you
would undertake to bake a cake (your finished
product).
3 Outline some of the tasks that Matthew Arblaster
carries out as production supervisor.
4 Explain the main differences between goods and
services.
5 Contrast the main characteristics of a manufacturer
with those of a service organisation.
6 Why do modern large-scale organisations combine
goods and services?
7 What is the role of an operations manager?
apply your understanding

8 One strategy to produce goods more quickly is to
use better technology. For example, using a hand
beater to mix a cake batter might not be as efficient
as using an electric beater. Fill in the following table
and list some strategies that an operations manager
might use to achieve the listed business objectives.

The first entry has been completed for you.
9 Pick one large-scale organisation like BHP Billiton
or Coles Group Limited (part of Wesfarmers), and
list at least three of their business objectives. This
information can be found on their website, in their
annual report or in speeches made by the company
CEO. For each objective, state what strategies the
operations manager might employ to help achieve
the objective at the operational level.
10 Give two examples of how an operations
manager of a manufacturing plant that produces
confectionery might use the roles of organising and
controlling in his or her daily job.
11 Use the Internet, or look at the employment section
of the newspaper, to find a job advertisement
for an operations manager (sometimes called a
factory manager). The advertisement will most
probably list responsibilities involved in the position.
Categorise these responsibilities into the four POLC
management roles (planning, organising, leading
and controlling).
Businessobjective
Strategy
Increase the quality of service provided
Introduce quality management
Increase the quality of the product

Reduce production costs
Contribute to the wellbeing of the community
Increase profitability
103
103
EXTENDYOURKNOWLEDGE: The operations function

and business objectives
Key CoNCepT There is a relationship between business objectives
and operations.
Woolworthsimprovesoperations
dId yoU KNow?

Reducing costs and caring for the
environment is a winwin situation.
Woolworths launched a tracking
system for finding the thousands
of trolleys that go feral each year.
The Trolley Tracker system targets
the 15 000 shopping trolleys that
go missing from Woolworths
and Big W stores nationally each
year. Abandoned trolleys cost the
company $50million each year; it
costs more than $150 to replace a
broken or lost trolley.
Dumped shopping trolleys damage
the environment; they end up in
creeks and backyards. Residents who
see abandoned trolleys can call a
national toll-free number, and enter
a draw to win a $1000 monthly
reward.
A faster supply chain

delivering fresher
food . . . contributed to
lower costs . . .
104
Woolworths Limited is a retail company that owns brands such as Big W and
Masters as well as Woolworths supermarkets. It is probably a business that you
come into contact with in some way, almost every day. Woolworths serves millions
of customers, selling food and groceries, liquor, petrol, general merchandise home
improvement products and hotel services.
Like many large-scale organisations (LSOs), Woolworths focus is on improving
the efficiency of its business. Efficiency refers to how well an LSO uses resources to
achieve its objectives; for example, reducing costs or time used during production.
ProjectRefresh
Former CEO of Woolworths, Roger Corbett, led an efficiency drive in 1999.
He questioned how a business that sells products to customers every day, and
replenishes its stores regularly, could run out of supplies in its stores yet still have
almost two months worth of stock in its distribution networks.
It was found that processes in the stores and systems that did not communicate
the required information were to blame. These were not the only problems that were
singled out for improvement in what was known as Project Refresh at Woolworths.
The business also focused on:
allowing consumers to dictate what they wanted
developing the skills of staff
redesigning the organisational structure of the business
making improvements to the cost of doing business
ensuring IT systems were consumer focused.
The success of Project Refresh is renowned and the cost savings were put to good
use. Woolworths continues to take advantage of the concept known as double
looping, where cost savings are used to lower prices. This in turn leads to higher
sales, increased market share and higher returns for shareholders.
ProjectQuantum
Woolworths commenced a new project called Quantum in 2010. The objective
of the program was to reduce costs and improve efficiencies across Woolworths,
including its supply chain, procurement (the acquisition of goods at the best
possible cost from suppliers), work practices, direct sourcing from global suppliers
and support structures. These initiatives followed on from the successes of Project
Refresh. Woolworths continues to build on the Quantum project.
Improvedsupplychainmanagement
Woolworths supply chain has been under the microscope for several years now,
as the company searches for new and more efficient ways to do business. A
supply chain (sometimes called a logistics network) includes suppliers, wholesalers,
production and distribution, through to the customer all those links in the chain
that help turn inputs into finished products. If you think about the supply chain at
Woolworths, processes and systems will be required to:
replenish stock on the shelves of their retail outlets
replenish stock available at their warehouses (called distribution centres)
deliver stock to their retail outlets.
A faster supply chain delivering fresher food with a longer shelf life to Woolworths
stores contributed to lower costs in the 2012/13 financial year. This resulted in a
reduction in prices and supported the More Savings Every Day marketing campaign.
Higher food and liquor sales of $40 billion in Australia led to profit growth.
104
Utilisingtechnologytoincreaseefficiency
Woolworths makes use of technology in its huge distribution
centres. Distribution centres store products before they are
transported to retail outlets. To increase efficiency, an IT system
called StockSmart forecasts when stock needs to be replenished.
Staff also use handheld devices or forklift-mounted terminals
to receive instructions on what goods in the warehouse need
to be located and then transported to a particular Woolworths
supermarket. The technology will actually direct the worker to
the desired pallet of goods. Woolworths efficient transport
management system (TMS) supports the movement of products into
distribution centres and out to retail stores, providing reporting on
transport performance.
Furthermore, Woolworths stores use IT to improve efficiency.
A system called AutoStockR is used to forecast when supermarket
shelves need to be replenished with stock.
Furtherimprovement
In its 2013 annual report, Woolworths noted that it still needs to focus on improving
its world-class supply chain and replenishment across the business. Woolworths
believes that continued productivity improvement programs will continue to reduce
costs in to the future.

1 What is a supply chain?
2 How did Woolworths use technology to improve its
supply chain?
3 When a company reduces its costs, it increases its
profit. Sometimes, profit is offered to shareholders
in the form of a dividend; sometimes, it is used
to further expand the business. Explain what
Woolworths does with its cost savings (emphasising
the concept of the double loop).
eXTeNd your understanding

4 Efficiency was Woolworths business objective.
Explain three strategies used in operations at
Woolworths to achieve this objective.
5 Think of a time when you purchased a product
that was of poor quality (for example, the item did
not last as long as expected or it did not work as
expected) or came with poor service (for example,
it took too long for coffee to arrive or you were
stranded at the checkout for 10 minutes waiting
to be served). Explain what could have been
the reasons behind the poor quality product or
service. Discuss strategies that could be used at
the operational level to improve the product or the
delivery of the service.
6 An efficient operations system should contribute to an
organisation achieving its objectives. For a company,
that means profit. Shareholders benefit from this by
being paid dividends (part of the companys profits).
If the companys share price rises, they can make a
Part of Woolworths supply chain

management involves using
technology to its advantage.
StockSmart forecasts when stock
needs to be replenished, but workers
still need to stock the shelves.
capital gain (if they sell their shares). Good company

performance is just one factor in a companys share
price performance, but it is an important one. The
following table lists the closing share price (closing
means the last price the shares sold for at the end of
the days trading) for Woolworths shares on 30 June
of 2004, 2007, 2010 and 2014.
(a) Find the most recent closing share price for
Woolworths shares and draw a line graph of
Woolworths performance.
(b) If you had purchased shares in 2004, would
you think your investment has performed well?
Use the Woolworthsshares weblink in your
eBookPLUS to find out about Woolworths
operations.
Date
eBook plus
Closingsharepricefor
Woolworths(codeWOW)
30 June 2004
$11.40
30 June 2007
$33.99
30 June 2010
$27.02
30 June 2014
$35.22
7 In the Australian supermarket sector, Coles is

Woolworths biggest competitor. Wesfarmers
acquired Coles in 2007. Use the Coles weblink in
your eBookPLUS to locate its latest annual report.
List at least two of Coles objectives and the
operations strategies used to achieve those
objectives.
eBook plus
105
105
3.2
Key elements of an operations system in

large-scale organisations
Key CoNCepTs The elements of an operations system are inputs,

transformation processes and outputs.
The operations system used in a manufacturing organisation
will be different to the operations system used in a service
organisation.
Inputs
Inputs are resources used in the

process of production.
Inputs are the resources used in the process of production. Some resources are owned
by the organisation, while others are from suppliers. There are six categories of inputs:
1 Materials includes raw materials, components and parts consumed or converted
by the transformation process.

2 Capital equipment includes the plant, machinery, equipment and property
necessary to conduct operations.

3 Labour refers to people involved in the operations function.
4 Information from a variety of sources contributes to the transformation process.
Organisations do not always account for the value of this resource, because it
cannot be easily quantified as a business asset.
5 Time and its efficient use are critical to all organisations. Coordinating resources
within appropriate time frames limits costs and wastage. Operational planning
may involve achieving production tasks ranging in duration from one year to
merely hours.
6 Money is generally considered to be the most exible of all resources, because it can
easily be converted into any quantity or combination of materials, capital or labour.
Inputs differ between manufacturing organisations and service organisations.
Manufacturers tend to make more use of capital equipment and materials and
use less labour and information. A hospital is an example of an organisation that
provides medical services. The inputs to provide these services involve medical
equipment and products such as tape, injections, sheets, towels and hand-wash
solutions. Labour, in the form of medical supervision by nurses and doctors, is also
required. For a service provider such as a hospital, information is a very important
input. For example, information about medical practices and patients are combined
with the other inputs in the transformation process to improve patient health.
In a hospital the inputs include labour, such

as the doctors and nurses who work there,
the equipment and materials they use to
care for patients, as well as the hospital
facilities themselves.
106
106
Processes/transformation
The main concept of operations management is transformation conversion of

inputs (resources) into outputs (goods or services). Sony, for example, takes plastic,
metal, glass and electronic parts, and transforms them through design, manufacturing and assembly into numerous electronic products.
The term transformation implies physical changes, but, today, it also includes the
conversion of resources into services. Your school takes its main inputs students,
the syllabus, staff and buildings and produces educated, employable graduates.
Transformation is the conversion of

inputs (resources) into outputs (goods
or services).
The production of yoghurt goes through a

transformation process, where inputs such
as labour, raw materials and machinery are
combined and converted into output.
It is important to understand that the transformation process differs between

manufacturing organisations and service organisations. A manufacturer transforms
inputs into tangible products (goods which can be touched). A service organisation
transforms inputs into intangible products (services which cannot be touched). The
operations system of a manufacturer tends to be highly automated or mechanised.
Manufacturers use machinery, robots and computers to transform inputs into outputs. Service providers rely heavily on interaction with the customer and their processes tend to be more labour-intensive; that is, staff are crucial to the operations.
The transformation process involves using resources to produce the final goods
or services. Many LSOs continually work to improve the way they transform
resources into finished products or services.
The operations management function CHAPTER 3 107
3.2 Key elements of an operations system in large-scale organisations
Outputs
Outputs refer to the end result of an

organisations efforts the service or
product that is delivered or provided to
the consumer.
An operations system for a

manufacturing company
producing building products
Essentially, outputs are the result of an organisations efforts the final good or service
that is delivered or provided to the consumer. Goods tend to be homogenous, which
means that they are basically all the same or similar. Services tend to be differentiated, that
is, they are provided to individual customers and are modified to suit each customer.
So far, we have drawn a distinction between service and manufacturing operations, but, in many cases, organisations carry out both types of operation. Toyota
Australia, for example, separates its vehicle manufacturing operation from its customer service operation, although both elements are critical to the organisations
overall success. All organisations carry out many activities that can be isolated from
direct involvement with the customer. Insurance companies employ mathematicians
called actuaries who use formulas to determine risk and probability in setting the
level of insurance premiums. Actuaries never deal directly with the public, but are
instrumental in forming parameters or boundaries in which operations will occur.
INPUTS
Raw materials water,
steel and electricity
Capital equipment
factories, trucks, forklifts
and tools
Labour process workers,
storepersons, drivers,
machinery operators,
labourers
Information the use of
advances in technology
and research
Time
Money
TRANSFORMATION PROCESS
Design
Manufacturing
OUTPUT
Building product
Quality control
A car is an output that requires many

individual processes. There may be
several thousand inputs, such as nuts
and bolts, supplied by hundreds of
businesses.
INPUTS
An operations system
for a bank
Raw materials computer

software and paper
Capital equipment
security screens,
computers, safes and
office furniture
Labour tellers, mobile
lenders, managers and
lawyers
Information provided
by market research
companies to assist in
product design and
delivery
Time
Money
TRANSFORMATION PROCESS
Investment advice
Ensuring good customer
service
Ensuring the computer
systems work
OUTPUT
Delivery of
financial services
to customer
Establishing banking
systems and procedures
108
The operations manager must be able to link transformation processes to the

activities performed by other areas of the organisation. Output must always be responsive to customer demands. Issues of quality, efficiency and exibility must be
balanced against the resources and strategic plan of the organisation. See page 119
for how Hallmark cards improved its operations and therefore its sales.
resources needed
strategic plan
time
quality
efciency
exibility
Operations
management
A delicate balancing act
1 Identify three key elements of an operations system.

2 Distinguish between input, process and output.
3 Using the process of completing homework as
an example, draw a diagram that describes the
operations component (that is, the transformation
from no homework done to all homework
completed).
4 Identify the inputs, processes and outputs of the
following organisations:
(a) Coles supermarkets
(b) Four n Twenty pies
(c) RACV.
5 Miriams Interior Decorating Service is a business
specialising in home redecorating. Outline the range
of operations activities offered in such a business.
6 Are the following definitions true or false? If the
definition is false, write out the correct definition.
A Operations management involves planning,
organising and controlling activities required to
produce goods or services.
B An operations system refers to the machinery
involved in producing the product.
7 Construct a mind map to illustrate the six categories
of inputs. The mind map at right has been started
for you.
8 The Rio Tinto Group is an international mining

company. Rio Tinto finds, mines and processes
mineral resources, which are then converted to
products such as coal, copper, gold and silver. Use
the RioTinto weblink in your eBookPLUS to identify
the inputs, transformation processes and outputs
that Rio Tinto would use to produce its products.
9 Monash Health provides health services through
major hospitals and community health facilities
across south-eastern Melbourne. Use the Monash
Health weblink in your eBookPLUS to identify the
inputs, transformation processes and outputs that
Monash Health would use to provide its services.
eBook plus
eBook plus
Raw materials:
consumed/converted
by the process
INPUTS
(resources)
109
109
3.3
Operations, productivity and business

competitiveness
Key CoNCepT Productivity and competitiveness can be improved when

operations reduces costs, improves quality and delivers goods and services on time.
Productivity is a measure of efficiency

the amount of output produced
compared to the amount of input
required in production.
Businesscompetitiveness refers to
the ability of an organisation to sell
products in a market.
Patties Foods manufactures products of well-known brands, including Fourn

Twenty pies, Nannas frozen desserts and Herbert Adams pastry. Its plant in
Bairnsdale produces 21 000 pies an hour. While that number sounds impressive,
we all know that the measure of a winning product is not just about the quantity.
Patties Foods remains competitive in the market, because it is committed to producing quality products at low cost, with high productivity levels.
Lets take a look at what the terms productivity and businesscompetitiveness
mean. Productivity measures the amount of output compared to the amount of
inputs that go into production it is a measure of efficiency. Productivity can be
improved by reducing the amount of input required to obtain the same level of
output or increased output. Alternatively, productivity may rise if input remains
the same but output increases, therefore getting more out of the input.
(a)
2 PIES
dId yoU KNow?

Managers are constantly being
challenged to improve organisational
productivity by working smarter,
not harder, and by doing more with
less. As John Welch, former chief
executive officer of General Electric,
stated: For a company and for a
nation, productivity is a matter of
survival.
110
(b)
MORE produced for the SAME input
5 PIES
SAME produced for LESS input
2 PIES
(c)
Productivity may be improved by producing more outputs from the same input or by reducing
the level of inputs for the same output.
Organisations can improve productivity in several ways. Improved communication between management and employees can boost production. Management styles
(see chapter 2, p. 70) that involve the employee in the decision-making process can
increase worker productivity, as can human resources strategies such as recognition
and reward programs aimed at improving worker motivation (see chapter 6). Automating work processes to reduce the labour required to perform a task and increase
production levels is also a strategy used in many large-scale organisations. The use of
robots in car manufacturing plants is now commonplace. Improving the design and
layout of facilities in a workplace can also enhance productivity levels (see p. 114).
110
In this way, improving productivity will impact on operations. Organisations

that can improve productivity will become more competitive, because they are
able to produce more outputs at lower cost. Business competitiveness refers to
the ability of an organisation to sell products in a market. Competitive advantage
occurs when an organisation is able to produce goods or services better than its
competitors. Organisations essentially compete in two ways:
1 cost providing customers with lower priced goods or services
2 differentiation providing customers with superior value in terms of service (exibility, speed, quality) or added features compared to lower priced
competitors.
areas of operational competitiveness

The operations strategy adopted by an organisation will be impacted by decisions
relating to the organisations productivity, competitive advantage and competitive
scope. This strategy should provide a vision to unite all areas of the organisation
and ensure consistency in decision making.
Competingoncost
Most of us have heard about companies that have tried to reduce costs by outsourcing or cutting staff. In 2007, Tasmanian footwear manufacturer Blundstone
outsourced its manufacturing operations to Asia. The company was forced to
move their manufacturing operations, because costs were too high in Australia.
Youve also probably seen workers leaving a factory after being told the company is
reducing staff or closing down part of its operations. Blundstones decision resulted
in more than 300 job losses in Australia.
Instead of outsourcing part of its operations, Patties Foods remain viable and
competitive by increasing the production capacity of their facility. This is often
referred to as achieving economies of scale, which also means finding the right
sized operation with the cheapest cost. For many organisations, reducing costs is a
matter of working smarter by finding new and improved ways to produce products efficiently. Patties has also invested millions of dollars in automated equipment. There are many ways an organisation can reduce costs, as you can see from
the diagram on the next page.
dId yoU KNow?

In his bestseller Competitive
Advantage, Michael E Porter
suggested that a business must
choose between competing on
cost or differentiation, and then
choose between one of two types
of competitive scope. Competitive
scope refers to the range over which
the business intends to compete.
This range may include the number
of countries, markets, industries or
customers that the business services.
Competitive scope, therefore, may be
narrow (a small number of countries,
markets or customers) or broad (a
large number of countries, markets
or customers).
dId yoU KNow?

The iconic Four'n Twenty brand
was purchased by the US company
Simplot in 1995. Eight years later,
Simplot sold Four'n Twenty pies back
to an Australian company when
Patties Foods purchased the brand.
Simplot wanted to leave the pie
market because it believed that it
was unhealthy and unprofitable.
Cost per unit can sometimes fall as

output increases.
111
111
3.3 Operations, productivity and business competitiveness
Eliminate waste
Bulk buy inputs
Achieve economies of scale
Produce high
volume output
WAYS ORGANISATIONS
CAN COMPETE ON COST
Use automated production systems
Operational managers in organisations that compete on cost prioritise their

decision making based on reducing costs and improving productivity by:
ensuring stable production processes with limited interruption
ensuring all resources are used to their optimum advantage
constantly looking for opportunities to streamline production processes
updating facilities and equipment with new, more efficient technology
providing training and development to improve the skills and capabilities of
employees.
Competingonquality
Patties Foods say they are committed

to quality and use the best ingredients
in their pies.
Many organisations compete on quality that means that they aim to produce the
best product or service available in the marketplace. Patties Foods is a company that
is known for its emphasis on quality. According to Patties Foods guiding principle,
they only use the best quality ingredients available that represent good value for the
consumer. From our state-of-the art production facility at Bairnsdale, in regional Victoria, we make quality food in keeping with our company commitments. One of the
ways that it does this is by listening to the needs of customers and responding to those
needs and by dealing with reputable suppliers who meet strict quality standards.
There are several ways an organisation can compete on quality, as you can see
from the diagram.
View quality as a
competitive weapon
dId yoU KNow?
Publicly communicate an
organisation-wide
commitment to quality
Market themselves as
a quality business
Motorola, the multinational

telecommunications
Use technology to produce
company, originally
large numbers of customised
developed the quality
products to varying specifications
approach known as
Six Sigma (see pages 1312).
According to its 2009 Annual Report,
Tailor products
Motorola is focused on high-quality,
to customers
innovative products that meet the
expanding needs of our customers
around the world.
112
Produce standardised
products for larger markets
WAYS ORGANISATIONS
CAN COMPETE ON QUALITY
Immediately respond
to customer needs
Reduce defect rates in

the production process
Strictly comply with
design specifications
In organisations that compete on quality, operational managers make decisions

based on ensuring strict application of total quality management (TQM) (see
page125) approaches by:
evaluating processes to ensure minimal defect rates
reducing human variables
relying on extensive use of integrated technology and computerisation
building strong links with the customer.
112
Competingonspeedofdelivery
Organisations can also compete on speed of delivery.

Promote a sense of urgency
within the organisation
Maintain a corporate
culture expecting ongoing
and radical change
Have flatter
management structures
WAYS ORGANISATIONS
CAN COMPETE ON SPEED
OF DELIVERY
Reduce the problems

associated with bureaucracy
Respond quickly to
changes in demand
Identify and act

on trends quickly
In organisations that compete on speed of delivery, operational managers make

decisions based on ensuring faster transformation processes by:
creating autonomous work teams
establishing supply chains which work efficiently between the supplier and the
organisation
developing faster feedback mechanisms
adapting the transformation process to reect the necessity for constant change.

1 What is the link between productivity and an
organisations operations?
2 Explain the relationship between productivity and
business competitiveness.
3 Identify three ways in which a manufacturing
organisation could improve productivity.
4 Identify three ways in which a service organisation
could improve productivity.
5 What strategies can a sporting team implement to
give it a competitive advantage over other teams?
6 Explain what it means to compete on:
(a) cost
(b) quality
(c) speed of delivery.

7 (a) Productivity can be calculated by using the
formula
Output
Productivity =
Input
Calculate the labour productivity (output per
employee) of bakeries AD in the table opposite.
(b) Working in groups of three or four, suggest why:
(i) bakery Ds labour productivity is so high
(ii) bakery Cs labour productivity is so low.
Input
(employees)
Daily
output
(loaves
ofbread)
50
2000
80
4000
20
600
10
700
Bakery
Labour
productivity
(loaves
perday/
employee)
8 Working in groups of three or four, identify

organisations that compete on:
(a) cost
(b) quality
(c) speed of delivery.
Present your report to the rest of the class.
9 Research why it can be easier to increase
productivity in a manufacturing organisation than in
a service organisation.
10 Explain why competitiveness plays such a significant
role in the management of operations. In your
answer, refer to:
(a) productivity
(b) competitive advantage
(c) cost minimisation.
113
113
3.4
Facilities design and layout
Key CoNCepTs Facilities design and layout is used by operations managers to

optimise operations.
Management of the facility design and layout involves
planning the layout of workspace, so that production will
flow smoothly and efficiently.
Facilitiesdesign and layout involves

planning the layout of workspace to
streamline the production process.
dId yoU KNow?

Britax Childcare Pty Ltd manufactures
child car restraints and imports
strollers and prams. It installed a new
lean assembly system that produced
outstanding results. New ergonomic
workstations were designed for
the assembly areas to ensure that
any part needed by operators was
presented directly to them. The
working environment, operator
efficiency and flow of materials
dramatically improved. Space
was saved and forklift traffic was
reduced, decreasing the likelihood of
accidents.
manufacturing layouts
The first two layouts discussed apply specifically to manufacturing.
Fixedpositionlayout
Fixedpositionlayout deals with

large-scale processes, such as the
construction of bridges, ships, aircraft
or buildings.
Bridge construction is an example of

a manufacturer using a fixed position
layout.
114
Imagine that you are a manager at a McDonalds store where the equipment
is all over the place. There is mess and clutter everywhere, and productivity
is low. It would be difficult to optimise operations in this situation. The fact
is, management at McDonalds has spent a great deal of time planning the
layout of workspace to make sure that production of chips and hamburgers
is streamlined; that it ows smoothly, efficiently and quickly. The seating, the
drive-through window, the play area and the arrangement of equipment and
technology in the kitchen are all part of McDonalds facilitiesdesignandlayout
strategy.
Facilities or plants that are arranged in order will achieve the highest levels of
efficiency in production. The best layout will optimise operations; that is, it will
result in improved productivity, satisfied customers and deadlines being met.
When choosing the best layout, an operations manager needs to consider
whether or not there is:
enough physical space for the anticipated volume of production
effective use of production equipment and technology
an adequate location of stock and warehousing requirements
an efficient ow of the goods or services through the system
conformity with legal regulations (such as site and building constraints and
occupational health and safety standards).
There are many ways in which the physical layout of the facilities can be organised. The method adopted by the operations manager will depend on the type of
operations conducted by the organisation.
Fixed position layout is used for big project production. This deals with large-
scale, bulky activities such as the construction of bridges, ships, aircraft or buildings. With fixed position
layout, it is more efficient to
bring materials to the site;
workers and equipment
come to the one work area.
This layout is used when
it would be too difficult to
move the product. One disadvantage of the layout is
storage materials needs
change constantly, and it
can be hard to find space to
store them safely.
114
Product layout
In a product layout, machinery and equipment are arranged in line and components are added to the product in a sequence of steps. A motor vehicle being
produced on an assembly line is an example of this type of layout. It is best suited
to the manufacture of high-volume, standardised goods. Usually, the product would
move along a highly automated production line on a conveyor belt. Cost is reduced
because of the use of technology, and staff only complete specialised tasks. It can,
however, be very expensive to set up a capital-intensive, automated assembly line.
Another disadvantage is that staff can become bored with repetitive, low-skilled
activities. A problem on the production line can sometimes mean that the whole
factory needs to be shut down.
A product layout deals with the

manufacturing of goods in mass
volume using an assembly line.
An assembly line production method
Other layouts
These layouts apply to all types of organisations.
Process layout
A process layout is often referred to as a functional layout, because equipment and

machinery that perform a similar function are arranged together. A process layout
is best suited to organisations that deal with a variety of products. A manufacturer of sports shoes or brake pads, for example, would commonly use this type of
layout. A process layout lends itself to batch production, as in the case of a bakery,
where different types of breads, rolls or buns are manufactured in limited numbers.
Each batch would be completed at a production stage and then would move on to
another stage. In service organisations such as banks or hospitals, a process layout
is used to deal with the different needs of customers. A disadvantage of this layout
is that the work can be monotonous for staff, if they are involved only in one stage
of the process.
A process layout deals with high

varieties of products by grouping
activities, equipment and machinery of
similar function together.
3.4 Facilities design and layout

A process layout often uses work cells. Rather than having the straight production line, operations and people can be arranged into cells, such as the U-shape
shown in the figure. The team working on a product, or components, in this cell
would be able to solve problems together as communication is improved. Productivity improves, because the whole factory does not need to be shut down if
there are defects or problems in one cell
other teams can continue working on
their product. Another advantage is that
the product, or components, that a cell
is responsible for can easily be altered or
completely changed.
Current layout straight lines make it hard to divide tasks.
A layout using production lines can be improved by changing to one using work cells.
Improved layout workers have improved

access. Fewer workers are needed.
Retaillayout
A bakery uses a process layout.
Exposure is a critical consideration to the layout of retail stores. Stores such as

Kmart and Big W guide customers through departments or sections. Customers are
exposed to other aisles or sections as they move from one point to another. It can
be difficult to move efficiently from one part of the store to another, because barriers are established to showcase or display items for sale. Retailers such as Coles
and Woolworths use approaches such as:
locating high-impulse or high-margin products in prominent locations often
at the end of aisles or near checkouts
locating high-draw items such as bread and dairy products on opposite sides
of the store
locating power items (high-priority items for most shopping trips) at intervals
throughout a series of aisles.
dId yoU KNow?

Imagine being able to design your
own customised motor home. Talvor
Motorhomes Pty Ltd, an Australian
manufacturer of motor homes and
campervans, improved its production
process by introducing work cells
in a U-shaped layout. The changes
made to its manufacturing processes
and workspace layout increased
production by 375 per cent, and
reduced assembly time by 35 per cent.
Individual work cells also mean that it
is possible to combine components to
suit customer preferences.
116
Supermarkets target children with their retail layout, putting food and drinks
at their eye level and within easy reach. Children are attracted by bright colours
and food items they can play with even fruit and vegetables.
116
Officelayout
Efficient movement of information and proximity to resources (such as the photo- dId yoU KNow?
copier, computers, printers and storage areas) are priorities for the layout of Increasingly, office layouts are
anoffice.Locating workstations together in departments that are required to com- changing, so that managers are
municate constantly may also be important. In a manufacturing organisation, the located with staff; walls and screens
office layout is often informal and may overlook the factory oor, so managers can are disappearing. Open plan
easily supervise. For a service provider, such as an accountant or a doctor, clients layouts contribute to more effective
need to feel welcome, but privacy is a concern, so the layout of the office should communication, as well as providing
reect this.
a positive and effective working
An office might also need to provide a space (such
environment for the staff.
as a lunch room) that enables employees to take a
break from the work environment if required. Personal
storage space and meeting rooms may also be required.
Office layout is often open plan or in pods. With staff
In an open-plan office, it is good etiquette to
working closely together, a code of conduct is
speak softly on the phone, not make personal
often adopted called cubicle etiquette. Staff
calls and to keep decoration to a minimum.
that work in close proximity to each other
are expected to be considerate. This means
keeping noise to a minimum, keeping the
work area tidy, and in some workplaces it may
mean eating lunch foods in a designated area,
such as a canteen.
1 Explain in your own words what is meant by the

term facilities design and layout.
2 Identify the key factors that an operations manager
needs to consider when determining optimal
layout.
3 Outline the operations needs that influence:
(a) fixed position layout
(b) product layout
(c) process layout
(d) retail layout
(e) office layout.
4 Analyse your schools canteen or classroom in
terms of efficiency and effectiveness of layout.
What changes could you make to improve
productivity and student satisfaction? Draw the
new layout.
5 How would a large organisation evaluate the
performance of its layout?
6 Match the following terms with their definition.
7 Use the Bized weblink in your eBookPLUS to find

the Virtual Factory link. Go to Factory floor and
then to Production. Complete the following tasks:
(a) List the stages of production involved in the
manufacturing of hot-air balloons.
(b) Identify the inputs, process and outputs of the
balloon factory.
(c) What type of layout does the Cameron Balloons
plant use? Give reasons for your answer.
(d) Why would this type of layout have been chosen?
(e) Do you think that the production of balloons is
capital-intensive or labour-intensive? Explain your
answer.
8 Gemma bought a fitness centre. She plans to
renovate the premises and change the layout of the
equipment. Advise her on the most suitable layout.
Provide Gemma with a sketch of the recommended
layout. You may wish to use a multimedia
application.
Term
Definition
fixed position layout
(a) a production layout that deals with high varieties of products by grouping activities,
equipment and machinery of similar function together
process layout
(b) a production layout that deals with the manufacturing of goods in mass volume,
using an assembly line
product layout
(c) a production layout that deals with large-scale, bulky activities
eBook plus
117
117
APPLYYOURSKILLS: Facilities design and layout
praCTIse
yoUr sKIlls

apply operations management knowledge and concepts to practical and/or
simulated situations
Officelayoutproblems
It was a shock but no

real harm was done.
Files
118
Printer/
photocopier
Office
Reception
Open office plan
Sally was wondering whether she needed a career change. She was an editor for a
large publishing company. It had not been a good start to the day, because she had
tripped over a power cord that had been stuck to the carpet with masking tape. That
was a shock but no real harm was done, she thought as she meandered through the
maze of desks. Piles of books were lying everywhere and it was more like an obstacle
course than an efficient workplace.
She turned on her computer, shielding
herself from the glare. The office was
Lift
supposed to be light and airy; it had lots
of glass but blinds were not permitted,
because they didnt fit the atmosphere. If
Meeting room
only her monitor was adjustable! It did look
silly, but she had brought in her own sun
visor to attach to the top of her monitor so
that she wouldnt have to squint all day. It
Kitchen
would also have helped, if she had been
able to adjust her chair.
Having survived her arrival in the office,
Sally wrote a letter and sent it off to print.
She had to walk at least 30 metres to retrieve
her printout, and then it was off to the
LOBBY
mailroom downstairs to deliver the letter. It
was good to get away from the noise. In her
organisation, they believed in open planning,
so the office space was a sea of desks with
no partitions and that made it difficult to
concentrate at the best of times. Sally didnt
Toilets
Toilets
know if it was a good or a bad thing, but
her manager wasnt even on the same floor
as her. So, if she wanted to discuss work
matters, she had to take the lift down to the
next floor. Perhaps a change of job is what I
Sallys office layout can be greatly
need, thought Sally, as she carefully stepped
improved where would be the
over that cord again.
best place for reception?
1 What type of layout does Sally work in?

2 Outline the priorities for this type of layout.
3 Find 10 facilities design and layout faults at Sallys
office. You may like to use a table to set out your
answers.
4 List what might be done to make the facilities design

and layout more efficient.
5 Redesign the layout using your list of solutions. Consider
and emphasise smooth workflow, the needs of clients,
the need for privacy, the need for a space to take a break
and any other faults associated with the old layout.
6 Explain the reasons for the changes you have made.
118
Leanmanufacturingandworkcells
Leanmanufacturing is an operations management approach designed to eliminate
waste lean in this case means no excess, just as lean meat has little fat.
Productivity is maximised by carefully analysing each stage of the production process,
detecting inefficiencies and correcting them. The advantages are reduced energy and
resource consumption and increased worker productivity. The focus is on:
reducing unnecessary movement of workers, machines and products
minimising storage required
reducing defects in products and equipment
breakdown
reducing waste
reducing the time workers wait for work to come
through
shortening the time taken to switch equipment and
people to produce new products
shortening the time to develop new products.
The concept of lean manufacturing derived
from the Toyota production system. Part of Toyotas
philosophy of waste minimisation was the use of cellular
manufacturing efficiencies are gained through grouping
machines and people into separate cells that produce
similar items or require a similar production process.
Hallmark Cards adopted this new work practice with
great results. In the 1980s, the company took two years to
produce a greeting card. Card designs were shifted from
building to building in its Kansas complex in the United
States. Hallmarks president was asked to dismiss 20 per
cent of the staff to reduce costs. Instead, he reorganised
production and maintained faith with his employees.
Managers came together from all sections of the
business to solve the problem. The companys shoe box
card line was chosen for a new cellular manufacturing
approach and artists and writers were grouped on one floor into work cells, with
production directly below them. Production time of a new card was reduced from
two years to about threemonths!
Leanmanufacturing aims to
eliminate waste at every stage of
production. It involves analysing each
stage of the production process,
detecting where inefficiencies are and
correcting them.
Hallmark produces one billion

cards globally per year. Hallmark
Australasia, which has 900 employees,
has in recent years transferred its
manufacturing operations to China in
order to increase efficiency.
1 What is lean manufacturing and what are its

benefits?
2 Where did the idea of lean manufacturing originate?
3 Explain how Hallmark was able to reduce the time
it took to make a greeting card just by changing its
facilities design and layout.
4 How did Hallmark develop this solution?
5 The work cell approach relies on workers being able

to do a variety of tasks, not just one task. Give one
advantage and one disadvantage associated with
workers becoming multiskilled.
6 Why do you think work cells would rely more heavily
on teamwork than individual achievement?
7 Imagine that you are the president of Hallmark in
the early 1980s, and you have just been asked to fire
almost one-quarter of your staff. Evaluate the issues
involved in making this decision. What would be
your final solution?
8 Use the Leanmanufacturing weblink in your
eBookPLUS to describe how creating brilliant
processes for producing goods or delivering services
is just as important as finding brilliant workers.
eBook plus
119
119
3.5
Materials management
Key CoNCepTs Materials management is used by operations managers to

optimise operations.
Materials management involves managing the use, storage
and delivery of materials to ensure the right amount of
inputs are available when required.
dId yoU KNow?

When Navitaire, the supplier of Virgin
Blues reservations and check-in
systems, experienceda computer
hardware failure in2010, Virgin
Blue was forced to switch to slower
manual check-in arrangements,
causing extensive delays and
cancellations of flights. Hundreds of
passengers were left standed.
Vehicle manufacturer Ford uses just in time production a strategy where

assembly plants keep small supplies of parts on hand, and materials are delivered
from nearby facilities when needed. A delay in delivery can shut down the entire
manufacturing process. In 2012, Ford was forced to stop production for several
days after one of its key suppliers, CMI International, was placed into voluntary
receivership. Managing materials so that they arrive in the right places, in the right
quantities and at the right time is an important area of operations management.
Controlling the release
of materials into the
production process
Storing materials safely

WHAT MATERIALS
MANAGEMENT
INVOLVES
Reducing holdings
of surplus stock
by ensuring timely
purchase of materials
Identifying ongoing
materials requirements
by forecasting
Materials management is an intricate strategy. It involves several critical activities.
Materialsmanagement is the
strategy that manages the use, storage
and delivery of materials to ensure
the right amount of inputs is available
when required in the operations
system.
Inventory is the goods and materials
held as stock by an organisation.
Huge warehouses holding a large

inventory represent a cost to a largescale organisation.
120
Receiving materials
Materials management is all about

managing the way that materials are
received and stored, and making sure
that the materials are available in the
operations system when required.
Many organisations have large amounts
of materials on hand to complete production. This is referred to as stock
or inventory. A large inventory is
held by an organisation to ensure that
materials do not run out; however,
this represents a cost to the organisation. Stock taking up storage space
for lengthy periods can mean that the
organisation misses the opportunity to
invest money in other places. Materials
can also have a use-by date, which
means that they could become unusable after a period.
120
Some large-scale organisations (LSOs), such as Ford, reduce costs by having

fewer materials held as inventory. Its efficient handling of materials keeps costs
down, but when materials dont arrive on time (as in the case of the strike by Chinese workers) the consequences can be devastating.
dId yoU KNow?

Boeing had over 900orders for its
new plane, the 787 Dreamliner and
was expecting to deliver the new
plane to its customers before the end
of 2008. This did not happen. Delays
were caused by production problems,
strikes and a shortage of fasteners.
The shortage of fasteners occurred
because the fastener industry was
not able to keep up with Boeing,
and Boeings competitors, boosting
plane production rates to record
levels. Boeing actually made the first
delivery in 2011, but the delays cost
the company billions of dollars.
It is important that materials are handled efficiently at Ford to keep costs down.
One of the most important activities of materials management is materialshandling. It refers to the handling of goods in warehouses and at distribution points.
Adequate materials handling procedures and techniques can result in a more
efficient production process and cost savings. Proper handling can also reduce accidents, breakage and spoilage.
Materialshandling is the physical

handling of goods in warehouses and
at distribution points.
materials planning
The initial stages of operations planning involve the organisation establishing a

production plan, listing the activities necessary to combine various resources to
produce goods or services. The organisation needs to decide what goods or services
to produce, how to produce it and in what quantity. This plan provides the basic
information necessary for detailed materials management planning.
Modern large organisations typically complete materials planning by using software. Such planning includes master production scheduling (MPS) and materials
requirements planning (MRP).
Master production scheduling (MPS) describes what is to be produced and
when. It is a schedule linked to specific delivery dates or contracts for delivery in
the future. Inability to meet this schedule may have serious business implications.
It is important, therefore, that the productive capacity of the organisation has
been correctly assessed. A business cannot increase its rate of production without
increasing the amount of necessary inputs, as Boeing has found (see the Did you
know? feature). Decisions such as upgrading plant and equipment or employing
additional staff may be related to ongoing problems in meeting this schedule.
Materials requirements planning (MRP) is completed after the organisation
has a clear understanding of the quantities to be produced and the time frame
involved. It is an itemised list of all materials involved in production to meet the
specified orders. Such planning must consider:
lead times required by suppliers; that is, whether items need to be ordered
weeks or months in advance
the exact number of inputs to complete the task
the amount of stock (inventory) on hand
purchasing procedures; for example, whether the organisation wishes to take
advantage of bulk purchasing discounts offered by suppliers.
A productionplan is an outline of
the activities undertaken to combine
resources (inputs) to create goods or
services (outputs).
Masterproductionscheduling
details what is to be produced and
when.
Materialsrequirementsplanning
involves developing an itemised list of
all materials involved in production to
meet the specified orders.
121
121
3.5 Materials management
Inventory control
Inventorycontrol ensures that costs

are minimised and that the operations
system has access to the right amounts
of inputs when required.
Inventorycontrol is a system used to ensure that costs associated with maintaining
an inventory of materials are kept to a minimum. Costs can be minimised by not

allowing materials to remain idle and by making sure that inputs are available for
the operations system when needed. An operations system that runs out of materials will not perform at optimal level.
Inventory control software provides

managers with precise knowledge of
quantities and locations of stock.
dId yoU KNow?

Although the just in time approach
was first used by the Ford Motor
Company, it was adopted and
publicised by Toyota as part of its
production system. In the 1950s,
Toyota did not have enough money
to buy huge amounts of materials,
and had little physical space for
inventory. It reacted by reducing the
amount of its inventory, holding a
small amount of materials that would
sustain production for a short period
of time, and then reordering new
materials.
Justintime is a materials
management strategy that ensures that
the exact amount of material inputs
will arrive only as they are needed in
the operations process.
supply chain management
A supplychain is the range of

suppliers from which the organisation
purchases materials and resources.
122
Modern organisations use bar coding and computerised stock records to control inventory. Computerisation can help to minimise loss or theft of stock and it
provides precise, up-to-date information about stock levels. Signals can alert management when it is time to order new materials, and how much to order. Organisations also conduct stocktakes, physically counting stock and then comparing the
count against what was expected to be available. Any differences would indicate
problems with stock control.
A common strategy used by many organisations in Australia is the justintime
(JIT) system of inventory control already mentioned on page 120. This approach
makes sure that the right amount of materials arrive just as they are needed for
production. It can reduce storage costs and reduce the risk of any waste occurring
in storage, thus increasing competitiveness. However, supplier deliveries must be
reliable, and materials must be received at the appropriate time.
A typical supply chain, such as Fords, starts with the sourcing of natural
resources, followed by manufacturing activities such as component construction
and assembly. The supply chain moves on to storage facilities before reaching
the consumer. It is from this range of suppliers that the organisation purchases
materials and resources. The supply chain needs to be well managed because an
operations system depends on the inputs. Supply chain management is critical
for the following reasons:
If materials are not on hand, nothing can be produced.
122
If materials are of inferior quality, it is difficult or costly to produce quality

products.
If the right quantity of materials is not available, the organisation cannot meet
demand.
Supply chain management involves not only assessing the location in terms of
distance to suppliers, but also considering the efficiency of delivery, the stock use
rate, the uniformity of quality, and pricing and comparisons with other suppliers of
similar product, to identify whether they can better meet the organisations needs.
In recent years, many LSOs have had to come to terms with developing more sustainable supply chains or greener supply chains. For example, Australian road
freight company Linfox uses aerodynamic trucks and trailers to maximise efficiency,
has reduced power consumption at its offices and warehouses, and uses smarter
vehicle routes to reduce its greenhouse gas emissions.
dId yoU KNow?

Many organisations today realise
that their supply chain contributes
to their social and environmental
performance. McDonalds uses
Socially Responsible Supply
Guidelines for its suppliers.
1 Explain, in your own words, what materials

management is about.
2 List the benefits of efficient materials handling.
3 Briefly outline the two key steps involved in materials
planning.
4 What is inventory?
5 What is the main benefit of inventory control?
6 Explain how the just in time approach can improve
productivity and reduce costs.
7 List potential problems that you can see with the just
in time approach.
8 Why is it vital that the supply chain be well
coordinated?
9 Match the following terms with their definition.
10 Chan is the operations manager of a large

clothing manufacturer. Recently, the business is
experiencing financial troubles as retail customers
begin to recognise it as being a very poor supplier.
The clothes are rarely delivered on time, and are
always delivered in the wrong quantities. The main
problem is that materials for the popular clothing
lines keep running out, while the storage areas
are filled with materials for the unpopular clothing
lines.
(a) What are the costs of having too many
materials in storage?
(b) What problems can occur when there are not
enough materials on hand?
(c) Explain how Chan could use MPS and MRP to
improve materials management.
(d) Suggest any other materials management
approaches you think would help Chan
optimise clothing operations. Explain your
answer.
11 How can materials management be used to
optimise operations?
12 To find out how a large-scale organisation deals
with supply chain management use the ANZ
supplychain weblink in your eBookPLUS. How
many suppliers does the ANZ have? How does
the LSO develop supply chain relationships with
these suppliers? Does the LSO expect its suppliers
to meet certain standards, and if so, what are the
standards?
Term
Definition
inventory
control
(a) the strategy involved with

managing the use, storage and
delivery of materials, to ensure
the right amount of inputs are
available when required
supply chain
(b) an inventory control approach

that ensures that the exact
amount of material inputs will
arrive only as they are needed
(c) the range of suppliers from

materials
which the organisation purchases
requirements
materials and resources
planning (MRP)
master
production
scheduling
(MPS)
(d) a system that ensures that costs

are minimised, and that the
operations system has access
to the right amounts of inputs
when required
materials
management
(e) details what is to be produced

and when
just in time
(f) developing an itemised list of all

materials involved in production
to meet the specified orders
eBook plus
123
123
3.6
The management of quality
Key CoNCepT Large organisations use quality management to make sure

thattheir products meet customer expectations. Three quality strategies
are quality control, quality assurance and total quality management
(including employee empowerment, continuous improvement and improved
customefocus).
Quality refers to the degree of

excellence of goods or services and
their fitness for a stated purpose.
Quality basically means that the customer gets what they wanted. A quality
product has a high degree of excellence and achieves the purpose for which it was
designed. A quality product should be reliable, easy to use, durable, well designed,
and delivered on time. It should include after-sales services and have an agreeable
appearance. Quality is very important to Ambulance Victoria. As an organisation
that provides medical transport and pre-hospital care for patients, any mistakes or
faults in its services can be life-threatening. As you continue reading this section,
we will examine how Ambulance Victoria manages quality in its organisation.
To ensure the health of Victorians,

Ambulance Victoria uses high-quality
ambulances.
eBook plus
elesson:
Qualitycontrol
Capilano
Watch this video featuring
Capilano and complete the
attached worksheet.
SearchlightID:ELES-1050
Quality control
Qualitycontrol involves the use

of inspections at various points in
the production process to check for
problems and defects.
124
When managing quality, LSOs will:

minimise waste and defects
strictly conform to standards
reduce variance in final output.
Operations managers use a variety of strategies to maintain or improve quality.
Ambulance Victoria uses quality control and quality assurance. Many organisations
use an approach called total quality management.
Ambulance Victoria uses qualitycontrol to optimise its production process. Quality

control reduces problems and defects in the product, using inspections at various
points in the production process. Many organisations such as Ambulance Victoria
minimise errors and waste by ensuring that standards are met. Specifications or
benchmarks are set before the physical checks are completed. Actual performance
is then compared to the established criteria. If the established standards are met, it
is likely that the business will be meeting customer expectations. Competitiveness
increases as the costs associated with waste and faulty products are reduced.
124
As a service organisation, Ambulance Victoria monitors quality and response

times. It uses a cardiac arrest registry to collect data on cardiac arrest patients who
have used its ambulance service. Another service organisation such as a bank might
use teller accuracy, speed and courtesy, as quality-control measures.
dId yoU KNow?

Beneath the green grass of the MCG lies 5 kilometres of
PVC drainage pipe that stops the surface from becoming
waterlogged. This pipe is made by Vinidex Pty Limited,
Australias leading manufacturer of thermoplastic pipe
systems for the transportation of fluid, data and energy.
The high-quality pipes produced are also used to pump
gas through vast pipelines in New South Wales and
South Australia a leaking pipe would be a disaster.
Vinidex uses meticulous quality control as well as
quality inputs to maintain excellent customer service.
New materials, as well as the processing technology
and manufacturing equipment, are carefully examined
to make sure that Vinidex continues to achieve high
standards in the pipes and fittings industry.
Quality assurance
Qualityassurance is an integral part of Ambulance Victorias operations. A quality

system is in place to ensure that set standards are achieved. Ambulance Victorias quality systems are certified to the ISO 9001:2008 standard. The ISO 9000
series of quality certifications is a widely used international standard. ISO stands
for International Organization for Standardization. Meeting these international
standards is voluntary, but many organisations comply with ISO requirements to
remain competitive locally and internationally. The ISO provides guidelines on
how organisations should establish quality assurance systems by adopting specific
procedures, controls, and recording and documentation measures. Ambulance
Victorias effective quality system provides reassurance to customers that it is able
to provide safe and reliable service.
Total quality management
Totalqualitymanagement (TQM) is a commitment to excellence that emphasises

continuous improvement in all aspects of an organisations operation by sharing
responsibility among all the members of the organisation. Quality becomes both
a commitment and the responsibility of every employee in the organisation. The
aim of TQM is to create a defect-free production process, and maintain a customer
focus in operations. The adoption of TQM can improve the price competitiveness
of an organisation, but can also improve product quality, allowing the business to
attain competitive advantage. To achieve TQM objectives, a number of approaches
may be used. For example, employee empowerment, continuous improvement and
improved customer focus.
W Edwards Deming is known as the founder of the quality movement. His
total quality management concept focuses on managing the total organisation to
deliver quality to customers. He argued that if employees tried to build a product
in the right way in the first place, then organisations would avoid the expense of
inspection and the waste of rejected products. Improving quality, said Deming, can
also help organisations increase their market share (as a result of better quality and
lower priced products), ensure their future and provide more jobs.
Qualityassurance involves the use

of a system so that an organisation
achieves set standards in production.
Totalqualitymanagement is an
ongoing, organisation-wide
commitment to excellence that is
applied to every aspect of the
organisations operation.
dId yoU KNow?

Northrop, a US company involved
in the production of B-2 aircraft,
required each employee to sign
a giant scroll that was then hung
over the plant assembly line. The
inscription reads: Total quality
control on the B-2 begins with me.
125
125
3.6 The management of quality
Employee
empowerment
Quality circles improve the

quality of production.
Qualitycircles are groups of workers

who meet to solve problems relating to
quality.
dId yoU KNow?

Australian Arrow Pty Ltd, a designer
and manufacturer of automotive
products, uses quality circles as a
method of problem solving. Issues
such as product quality, employee
performance and costs are discussed
by team members who meet
regularly under a Circle facilitator.
Deming believed that quality

problems would be best solved
with an emphasis on employee
involvement. Many organisations
use quality circles as a means of
achieving employee empowerment.
Under this approach, teams of up
to 10 workers meet regularly to
solve problems related to process,
design or quality. The groups often
make presentations to management with their ideas, in order to
improve the performance of the
organisation. Such programs have
resulted in substantial cost savings
for organisations. For example, at
the Northrop Aircraft division that
produces Boeing 747s, 55individual quality circles halved the cost of parts within
two years. At Chrysler, a quality circle discovered that heating rubber seals before
installation could prevent car door leaks.
Continuousimprovement
Continuousimprovement involves
an ongoing commitment to achieving
perfection.
Continuous improvement is a process that involves a constant evaluation of, and

improvement in, the way things are done in an LSO. Higher and higher standards
are set in the continual pursuit of improvement. Kaizen (Japanese for improvement) emphasises continuous improvement in all facets of an organisation, from
the way the CEO manages to the way assembly line workers perform their jobs.
Although perfection is practically impossible to achieve, it is the striving which is
important to organisational culture.
dId yoU KNow?

Brambles Limited is a leading supplychain logistics company with global
headquarters in Sydney. One of
its businesses, CHEP, moves 300
million pallets and containers for
manufacturers, distributors and
retailers in 45countries. Brambles
is committed to continuous
improvement and this has led
to increases in its cash flow.
Continuous improvement is done by
monitoring best practice, minimising
its environmental impact and
supporting local communities.
126
126
Customerfocus
Deming believed that quality should be the responsibility of every employee. The
TQM approach considers one of the most important questions an organisation
should ask: What does the customer require? All teams need to realise that they
are serving a customer. This is as true for the employees that deal directly with
external customers as for those that simply pass work on to other employees within
the organisation.
dId yoU KNow?

Australia Post receives over 100 000
letters for Santa each year. Australia
Post has a strong commitment to
customer service and this includes
its younger customers. In 2010,
Australia Post announced its Future
Ready business renewal program,
with the aim of creating a more
customer-focused LSO.
1 Outline the main features of quality management.

2 Explain why quality control is important to
organisations.
3 In what ways can organisations offer quality
assurance to customers?
4 Explain what is meant by total quality management.
5 Outline the three approaches that make up total
quality management.
6 Read the following definitions. If a definition is false,
write out the correct definition.
A Quality control involves the use of inspections at
various points in the production process.
B Quality assurance involves the use of a system
where an organisation achieves set standards in
production.
C Total quality management is a commitment
to quality that is applied to the organisations
operations department.
D Continuous improvement involves an ongoing
commitment to the use of inspections.
7 Kevin is the production manager for IBX technology,

a manufacturer of Internet security software.
Recently, the level of product defects has increased,
although the production process has not changed.
(a) Advise Kevin on strategies that he should use to
determine the cause(s) of the defects.
(b) Explain to Kevin the value of introducing a TQM
approach.
8 The name of the Reject Shop suggests that it
could not possibly sell quality products. Is this true?
Use the RejectShop weblink in your eBookPLUS
to search its website and see how many references
to quality you can find. How does the Reject
Shop ensure that it receives quality products from
suppliers?
eBook plus
127
127
3.7
Use of technology
Key CoNCepT The acquisition of up-to-date technology is one strategy which

operations managers use to optimise operations.
Imagine if Toyota tried to produce all of its cars with absolutely no technology, or if
Telstra attempted to maintain customer records without the assistance of computers.
It just could not be done. Large-scale organisations need to acquire up-to-date technology in order to compete effectively. In both the service and manufacturing sectors,
technology can be used to speed up (or shorten) processes and maximise the use
of raw materials. The use of technology means that goods and services can be produced using less labour. These factors make the operations process more cost effective. Technology can improve quality, leading to increased profitability.
dId yoU KNow?

World Vision Australia, an overseas
aid and humanitarian organisation,
uses CRM software to track major
donations and client accounts. CRM
software allows regional offices
and global teams to collaborate
and communicate more easily.
World Vision can now manage its
transactions throughout every stage,
whether viewing customers histories
or rolling out and monitoring
donation programs.
office technology
Both service and manufacturing operations use office technology, but organisations
providing a service are likely to make greater use of it. Office and communication
technologies have enabled whole markets to open up as businesses can reach more
customers around the world. Developments in business technologies have created the opportunity for people to do more work in less time, which means a
greater range of tasks can be completed in work time. These technologies have also
enabled office workers to work from locations outside the office. Some technologies used in business are shown in the diagram below:
EFT/EFTPOS
(electronic funds
transfer at point
of sale) machine
3D printer
Podcast
Videoconferencing
Paging service
Answering/facsimile
machine
CD-ROM/DVD-ROM
TECHNOLOGIES USED IN
BUSINESS TODAY
Personal organiser
Printer/
photocopier
Database
Mobile phone
Laptop
Computers
Web 2.0
Personal
Mainframe
Twitter
Facebook
iPad
YouTube
Customer relationship management

Customer relationship management (CRM) refers to the systems that organisations
are introducing to maintain customer contact. CRM software can be used to
improve customer service and increase competitiveness, because it stores information about existing and potential customers.
128
128
The information can be retrieved and entered by employees from different functions within the organisation, such as sales, marketing and operations. Because this
approach improves services, which are now provided directly to customers, costs
will be cut and productivity can improve.
manufacturing technology
Robotics is a term used to describe special forms of technology capable of complex

tasks (as shown in the figure below). Robots are used in engineering and specialised areas of research, as well as on assembly lines, where a programmable machine
capable of doing several different tasks is required. Robotics allows a degree of
precision and accuracy generally unmatched by human labour. In addition, robots
work without complaint or demands for wage rises, in conditions that would be
soul destroying and often dangerous for employees. Robots and robotics are high
cost items that are unaffordable for most small and medium-scale manufacturers.
LSOs are increasingly incorporating automation the use of computers to control the operations process into their manufacturing operations.
Robotics are highly specialised forms

of technology capable of complex
tasks.
Robotics used in the car

manufacturing industry
dId yoU KNow?
CAD/CAM/CIM
Computer aided design (CAD) software generates three-dimensional diagrams
from a set of given input data (parameters). Once the design has been created, it
can be viewed from multiple angles, assisting both the designer and the end user to
visualise what will be produced. It is used in a range of organisations.
From the design, material use can be calculated, as can time for the task to be
completed. This enables costings of the project to be quantified. If the cost is too
high, or if the design is too limited, the input parameters can be altered to reect
these requirements. CAD software can customise a series of options that meets the
clients or customers needs. Normal drafting processes would cost much more,
take longer and be less accurate. CAD software can also design the sequence of
steps that would need to be taken to create the desired product in the shortest
possible lead time using the least material.
Computer aided manufacture (CAM) is software used to allow the manufacturing process to become computer directed by designing and controlling the
process. The CAD software can be linked to CAM software to manufacture designs
that are accepted by clients. CAM can also be used more broadly to calculate how
much of each input would be required.
Australian Waterslides and Leisure

Pty Ltd uses the latest computer
aided design programs to provide
quality and safety in its waterslide
projects. The information can
be collated quickly for a very
accurate presentation of ideas and
information.
Computeraideddesign is a
computerised design tool that allows a
business to create product possibilities
from a series of input parameters.
Computeraidedmanufacture is
software that designs and controls
manufacturing processes.
129
129
3.7 Use of technology
Computerintegratedmanufacturing
is a method of manufacturing in
which the entire production process is
controlled by acomputer.
130
Computerintegratedmanufacturing (CIM) uses a computerised system to combine CAD and CAM to manage the entire production process. Product design,
analysis, planning, purchasing, costing, inventory control and distribution can be
controlled by computer.
Computer aided design

allows more scope to
design complex structures,
such as giant waterslides.
1 How can technology improve operations?

2 Explain the impact of technology on service
organisations.
3 What types of tasks are robots useful for?
4 Explain the impact of technology on manufacturing
organisations.
5 State two benefits and two costs of manufacturing
technology.
6 Match the following terms with their definition:
7 Explain how technology can be used to optimise

operations in a large-scale organisation. Include the
terms computer aided design, computer aided
manufacture, robotics and customer relationship
management in your answer.
eBook plus
8 Use both the Telstra and Toyota weblinks in
your eBookPLUS to list the types of technology
these organisations use and then make a comparison.
Explain how the technologies used differed.
Term
Definition
Customer relationship management

(CRM)
(a) a computerised design tool that allows business to create product

possibilities from a series of input parameters
Robotics
(b) software program that LSOs are introducing to maintain customer

contact
Computer aided design (CAD)
(c) software that designs and controls the manufacturing process
Computer integrated manufacturing (CIM)
(d) highly specialised forms of technology capable of complex tasks
Computer aided manufacture (CAM)
(e) a method of manufacturing in which the entire production process

is controlled by a computer
130
APPLYYOURSKILLS: Managing materials and quality
praCTIse
yoUr sKIlls

apply operations management knowledge and concepts to practical and/or
simulated situations
discuss key aspects of operations management
SixSigma
SixSigma is a quality management approach that was originally developed by
former US telecommunications company, Motorola Inc., in the mid-1980s. Six Sigma
is used to identify and remove the causes of problems in the operations process,
so that an organisation only produces 3.4 defective parts per million opportunities.
This translates to a perfection rate of 99.9997 per cent. It uses typical quality
management methods, including statistical tools to measure variations in the
operations process, empowerment of staff and training, a commitment to improving
quality through the whole organisation and continuous improvement.
SixSigma is a quality management

approach that seeks to identify and
remove the causes of problems in the
operations process, achieving virtually
defect-free production.
The fur seals and sea lions at the Great Southern Oceans
exhibit at Taronga Zoo put on a spectacular show for
up to 950 people in their new home. Boral supplied
substantial quantities of concrete to the project. Boral is an
organisation that has successfully implemented Six Sigma.
Define
(project goals that will
satisfy customer demand)
A special team of people within the organisation is established. This is composed

of staff who have been given Six Sigma training, and are able to coordinate others in
adopting methods to improve quality. A five-step process to problem solving applies
to Six Sigma, commonly referred to as DMAIC. This is shown in the figure at right.
Boral Limited produces and distributes construction materials and building
products. With almost $5 billion worth of sales, Boral has more than 14 000 employees
working across 700 operating sites. In 2007, Boral introduced Six Sigma throughout its
construction materials division in Victoria, New South Wales, ACT and Tasmania.
Regional General Manger of Boral Australian Construction Materials (ACM) NSW/
ACT, Tony Charnock, claimed that in its first year, Six Sigma helped the New South
Wales business achieve a profit of $5 million. In 2009, Boral announced that the
implementation of Six Sigma led to the construction materials division identifying
$45 million of cost reduction initiatives. Boral predicted that the initiatives would
deliver three years of benefits from the 2009 financial year.
Boral has a strong focus on continuous improvement, and Six Sigma gave it a
structured way to make cost savings and improvements. Tony Charnock regarded
Borals improvement program as a never-ending process. Once you start making
improvements, new ones keep presenting themselves. That is the experience of
major companies elsewhere with Six Sigma.
At Boral, Six Sigma training is available to staff. Staff trained as Six Sigma project
leaders are known as black belts and green belts. Yellow belt training provides
workplace team leaders with basic problem-solving skills. For projects to succeed,
staff with belts must have the support of managers (project champions).
(continued)
Measure
(and identify) CTQs (characteristics
that are Critical To Quality) such
as production capabilities
and processes, and risks
Analyse
(the cause of defects)
Improve
(the process by proposing
ways to reduce defects)
Control
(the performance of the process
so that defects are reduced
or eliminated)
The Six Sigma DMAIC problem-solving
process
131
131
APPLYYOURSKILLS: Managing materials and quality
Once you start

making improvements,
new ones keep
presenting themselves.
That is the experience
of major companies
elsewhere with
SixSigma.
Borals black belts started to investigate the companys processes, looking for
problems with or variations to the usual processes. This followed several months of
compiling and validating data from the business. Then they came up with solutions
to the problems.
One problem concerned unplanned stoppages because of products becoming
trapped on conveyor systems and causing blockages. The team installed equipment,
giving early warning of blockages. Maintenance and operational employees were
trained in how to deal with the problem. The solution substantially cut the amount
of down time caused by the unplanned stoppages.
On another project, Six Sigmas statistical analysis was applied to a problem that
involved concrete being poured from trucks. By analysing variations in strengths of
concrete after it was poured, changes were made to the process used in order to
achieve more consistency.
John Worden, Boral ACMs Six Sigma champion in New South Wales, said, That is
how Six Sigma works. We look for sources of variation and identify ways to eliminate
them or, if that is not possible, bring them under control.
In Six Sigma, people trained as project

leaders are known as black belts and
green belts. Some organisations use
other belt colours as well, such as yellow
belts for employees that have basic
training in Six Sigma.
132

1 Explain what is involved in the Six Sigma approach.
2 What aspects of Six Sigma make it a quality
management approach?
3 Outline how Boral used Six Sigma to improve its
operations and achieve its business objectives.

4 Does Six Sigma seem like an original approach
to you? Is it just another form of TQM? Is there
anything about Six Sigma that makes it different to
other quality approaches?
5 Critics of Six Sigma claim that it has had mostly
negative effects on the organisations that have used it.
In 2006, Fortune magazine stated that most of the 58

large-scale US companies that announced Six Sigma
programs had experienced a deterioration in business
performance. Can you think of any reason why?
6 Use the SixSigma weblink in your eBookPLUS and
the case study provided, or find another
eBook plus
example of a large-scale organisation
that has adopted Six Sigma, to answer
the following questions:
(a) Why did the organisation decide to adopt the Six
Sigma approach?
(b) Describe how the organisation used the
Six Sigma approach.
(c) Explain the benefits to the organisation as a
result of using Six Sigma.
132
high-quality paper envelopes

business
Ask your teacher if you can complete this activity during class. The aim of this
activity is to put your theoretical understanding of business management into practical use, as you solve problems and make operations management decisions.
INsTrUCTIoNs
1 Arrange your class into groups of three or four. Each of these teams will become
a business.
2 Your business has 10 minutes ito produce as many high-quality paper envelopes as possible. The following diagram shows you how to construct a simple
envelope from A4 paper. You are welcome to develop your own design, add
colour or individual air, but remember . . . time is critical.
3 Before you begin, allocate responsibilities to the members in your team/business.
It might be good if someone becomes the CEO. You might also need a quality
manager and a materials manager. Make sure each team members role is clear.
4 Start producing the envelopes. Hurry, you only have 15 minutes.
5 The winner is the business with the most envelopes. Alternatively, the winner
could be the team with the highest quality envelopes. After finishing the
activity, complete the questions.
Glue side
Divide A4 paper into thirds
materials required
A4 paper
scissors
glue
Glue side
Fold the bottom third up

(and glue sides)
How to make high-quality paper envelopes
Cut the top two corners
Fold the top down. Voila!

You have a high quality
paper envelope
1 List the elements of your operations system.

2 Was your business offering a service or
manufacturing a product?
3 What responsibility did each team member in your
group have?
4 How did your group manage the materials required?
5 How did your group make sure that quality was
maintained in each envelope produced?
6 (a) What were the objectives for your business?
(b) Did you achieve those objectives? How can you
tell?
7 If you were to turn your business into a serious

ongoing venture, you would probably need to find
new facilities. Design a new facilities layout for your
business that would optimise operations.
8 To improve productivity, one strategy you could
introduce would be the use of technology. What
types of technology could you use in your business?
9 Can you think of any other ways to improve the
operations of your business? How could you make
improvements to productivity?
133
133
3.8
Ethical and socially responsible management

of an operations system
Key CoNCepT Operations managers must be aware of socially responsible

and ethical management when pursuing organisational objectives.
dId yoU KNow?

Toyota Australias Five-Year
Environment Action Plan sets
objectives to reduce energy usage
and carbon emissions in all areas of
its operations.
dId yoU KNow?

Downer EDI is an Australian
company that provides infrastructure
management and engineering
services to the transport, energy,
infrastructure, communications
and resources sectors. Its Supplier
Requirements outline how it expects
suppliers to be socially responsible
corporate citizens. Downer will
only deal with suppliers who have
high standards of ethical business
behaviour.
You might not think that a bank would need to be concerned about its impact on
the environment, or about the ethical and socially responsible practices of its suppliers, when it comes to operations management. National Australia Bank (NAB)
does just that, however, as shown in its commitment to sustainable business practices. NABs corporate responsibility policies outline how it will lower costs by
improving efficiency and minimising waste, and how it will work with suppliers in
an ethical and environmentally friendly manner.
Ethical management is about the application of moral standards to management
behaviour. Socially responsible management refers to managements awareness of
the social and environmental consequences of its actions.
It can be expensive and time consuming to manage an operations system in an
ethical and socially responsible way. However, it does bring benefits. Behaving in
a socially acceptable and honest manner can improve the reputation of an LSO,
improve efficiency and reduce costs in the long term. The aspects of ethics and
social responsibility that would concern an operations manager include:
1 Managing inputs appropriately
An operations manager should attempt to use inputs that do not have a serious
impact on the environment. The inputs used in a production process also create
waste. In the desire to keep down the costs of production, organisations should not
be tempted to use cheaper, illegal waste disposal methods.
2 Managing suppliers appropriately
Many organisations work with their suppliers to ensure that they follow guidelines
on ethical and socially responsible behaviour. It is also not appropriate for organisations to provide preferential treatment to suppliers that offer gifts such as free
meals, trips or entertainment, or to select suppliers based on personal friendships.
3 Managing staff appropriately
Operations managers must make sure that the organisations facilities and technology contribute to the health and welfare of staff. Irregular or incomplete maintenance of production facilities can result
in detrimental consequences. Toxic production processes can threaten the health
of employees, as has been the case with
asbestos mining and manufacturing.
4 Managing
Most retailers are serious about

providing safe and reliable products.
134
the customer relationship

appropriately
An operations manager needs to make sure
that the goods produced are of the required
quality, that they are safe and reliable. Dangerously defective or harmful products can
result in the injury or death of consumers.
The delivery of a product can raise issues
around the ethical and socially responsible
behaviour of managers, such as fair and
equitable treatment of customers.
It may appear that the ethical and socially
responsible decisions that an operations
manager needs to make are straightforward.
In reality, however, the choice between what
134
is best for the LSO and what is best for society and the environment is not always simple.
At times, the pressure to make profit for the organisation can be overwhelming. Some of
the solutions may involve the use of technology, which can result in job losses. Running
an ethical and socially responsible organisation can actually be very challenging.
In an attempt to cover the four main aspects of ethics and social responsibility,
NAB substantially reduced its greenhouse emissions from its buildings, air travel
and vehicle eets. Improving the design and operation of its buildings was one
strategy. Replacing six cylinder cars with four cylinder cars and adding hybrid cars
was another. NAB introduced Supplier Sustainability Principles to new contracts
with key suppliers, stating its corporate responsibility requirements, which include
environmental management, health and safety, and supply chain management.
NAB takes a preventative approach to health and safety, aiming to provide a safe
and secure workplace through a positive health and safety culture. It introduced
new online health and safety training programs for all of its Australian employees.
To improve its relationship with customers, NAB ensures that customers have
access to fair and affordable banking. The StepUP loan program, for example, is
available for individuals and families living on a low income and offers personal,
unsecured loans at low rates of interest. NAB ATMs in Australia are audio-enabled
to assist visually impaired customers and feature multilingual options. Accessibility
to branches has been improved for customers, including installation of automatic
entrance doors and wheelchair accessible counters.
dId yoU KNow?

James Hardie Industries
manufactured and sold asbestosrelated products for a large part of
the twentieth century. It established
a trust in 2001 to provide financial
compensation for victims of
asbestos-related diseases caused by
its products, but the organisation
has been criticised for not providing
sufficient funds to settle claims.
National Australia Bank manages its

operations system in an ethical and
socially responsible manner. It manages
customer relationships appropriately, as
seen in its provision of audio-enabled
ATMs with multilingual options. It also
manages inputs, suppliers and staff
appropriately.
1 Outline the main reasons why operations managers

must take ethical and socially responsible decisions
very seriously.
2 What are the benefits and costs of managing
an operations system in an ethical and socially
responsible manner?
3 Should an organisation be concerned about the
likely impact of new technology on employees and
the community? Give reasons for your answer.
4 Outline how NAB covers the four aspects of ethics
and social responsibility as it applies to operations
management.
5 If you were the manager of a waste management

company, what factors would you consider in
selecting a new facility site?
6 Discuss whether or not it is ethical to accept free
gifts from suppliers.
7 Use the BSR weblink in your eBookPLUS to
select a report that interests you. Read the article
and outline the ethical and social responsibility
issues involved. (Business for Social Responsibility
provides information about the social and ethical
responsibilities of businesses.)
eBook plus
135
135
EXTENDYOURKNOWLEDGE: Socially responsible and

ethical management
Key CoNCepT An operations system should be managed ethically and with
social responsibility.
SustainableoperationsatCadbury
Teams have worked

to make continuous
improvements
to efficiency and
sustainability at the
factory.
Cadburys chocolate operations in

Tasmania does produce greenhouse
emissions, but is taking steps to
reduce those emissions.
136
Cadburys Claremont factory is located on the bank of the Derwent River, north of
Hobart. Tourists visit the Visitor Centre to learn about the materials that go into
making Cadbury chocolate, including cocoa, sugar and milk, and the manufacturing
process that is used to combine these inputs. They also discover the history of
Cadbury and receive sample chocolates. There is no shortage of evidence of a highquality, satisfying and delicious product.
The factory, however, also produces greenhouse gas emissions. The main source
of Australias greenhouse gas emissions is from the burning of fossil fuels for
energy, including for electricity and transport. When fossil fuels, such as gas, coal
and petroleum, are burned the carbon stored inside the fuel bonds with oxygen to
form carbon dioxide (CO2), which is then released into the atmosphere. CO2 is a
greenhouse gas. It is a natural part of
the atmosphere but too much CO2
causes the overall temperature of
the planet to increase. This results in
global warming.
The Cadbury factory generates
a relatively low level of greenhouse
gas emissions by Australian
standards. This is because almost
90 per cent of Tasmanias electricity
is sourced from wind power and
hydroelectric power stations.
Hydroelectricity is the production of
electrical power through the use of
flowing water.
Most of the emissions are
generated through transport.
Cadburys inputs must be brought to
the factory and some of these inputs
make long journeys. The sugar comes
from Mackay in Queensland and the
cocoa comes from Ghana in western
Africa. Other materials, including
cardboard and plastic, also need to
be transported. All of the trucks and
ships carrying these inputs produce
carbon emissions.
However, Cadbury is aware of its impact on the environment. Teams
work to make continuous improvements to the efficiency and sustainability of
the factory. For example, an eco-efficiency team arranged for steam from an
early stage in production to be captured and then re-used in later stages. This
saves coal and water and produces less greenhouse gas emissions and waste.
A project that utilises gas from the factorys waste-water treatment plant and
uses it as an energy source for a steam boiler reduced the amount of natural
gas used by 3900 gigajoules, reducing CO2 emissions by 200 tonnes. Cadbury
now also uses biodegradable plastic material in its product packaging. The
material is made from corn starch and, unlike other plastics, breaks down
completely.
136
Cadburyandfairtradechocolate
When you see the Fairtrade logo on the shelves in Woolworths, Coles and
Aldi, you know that consumers are voting with their dollar. Recent research
reveals that more than two thirds of Australias consumers think it is important
to choose products that support fair trade. While this is true, it is important
to note that less than 15 per cent of shoppers routinely seek out fair trade
goods.
What exactly does fair trade mean? Fair trade refers to a social movement
that aims to help producers in developing countries create fairer trading
conditions for themselves. Fair trade is about better, more reasonable payment
to producers, decent working conditions for workers, and sustainable farming
practices. Fair trading is governed by the standards set by the international
certification body Fairtrade International. Products that display the Fairtrade
label must meet international Fairtrade standards.
You might see the label on items such as coffee, cocoa, sugar, tea, cotton, wine
and chocolate. Cadbury is a familiar brand that received Fairtrade certification in 2009.
Cadburys Dairy Milk chocolate bar is Australias biggest selling chocolate bar, and it
now sports the green and blue Fairtrade logo. Cadbury is not the first chocolate maker
to support fair trade though, with brands such as Alter Eco, Chocolatier, Cocolo and
Green & Blacks Maya Gold also supporting the fair trade movement.
Cadburys move towards fair trade is significant for the movement. Fairtrade
Australia & New Zealand has grown rapidly over the last five years and sales of
Fairtrade Certified products increased from $191 million in 2011/12 to $238 million in
2012/13. Chocolate made up 62 per cent of sales, followed by coffee at 31 per cent.
While obtaining Fairtrade certification may bring many benefits, it also places
responsibilities on member organisations, particularly in the area of operations
management. The criteria that organisations must comply with involve adherence
to International Labour Organization (ILO) agreements, such as prohibiting child and
slave labour, ensuring workers have a right to join unions, and conservation and
protection of the environment.
There is a responsibility to ensure that what is being sold as a Fairtrade product
really upholds the principles of fair trade. In the case of chocolate, if the claim is that
chocolate is made entirely from Fairtrade-certified cocoa beans, it is important that
uncertified cocoa beans do not make their way into the supply chain.
TheFairtradelogoonCadbury
chocolateassurescustomersthat
theorganisationhasusedFairtradecertifiedcocoabeans.
Fairtrade
certification . . . places
responsibilities on
member organisations,
particularly in the
area of operations
management.
eXTeNd your understanding
1 Read the article Sustainable operations at Cadbury.

Explain how Cadburys operations produces
greenhouse gas emissions.
2 List the ways that Cadbury has made an effort to
reduce its greenhouse gas emissions.
3 Read the article Cadbury and fair trade chocolate.
Explain what fair trade is and why Cadbury has
opted to use the Fairtrade logo.
4 Explain the responsibilities that may impact on
operations management when an organisation gains
Fairtrade certification.
5 Use the Chocolate:thebittertruth weblink in

your eBookPLUS to read about the 2010 British
Broadcasting Corporation (BBC) broadcast that
investigates the chocolate supply chain. Follow the
links to various media reports and a response to
the program from Fairtrade. After reading all of the
information, how ethical and socially responsible do
you think Cadburys operations are?
6 Explain how optimising the operations of an
organisation can contribute to the objectives of an
LSO, in terms of bottom line and social responsibility.
7 Use the NetBalance weblink in your eBookPLUS to
find any articles related to operations management.
What do they tell you about issues that relate to
operations, such as efficiency, supply chain and
workplace safety?
eBook plus
eBook plus
137
137
CHAPTER3review
summary
eBook plus
138
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The operations function and its relationship to business

objectives and strategies
Operations management is the function that combines the roles of planning,
organising and controlling, in order to ensure that the organisation produces goods and
services.
Operations management is responsible for transforming inputs into outputs.
Characteristics of operations management within large-scale

manufacturing and service organisations
The characteristics of operations management differ according to whether the
organisation is a manufacturer of goods or a provider of a service. Manufacturers
produce tangible products while service organisations produce services, which are
intangible.
Most modern organisations produce a combination of both manufactured goods and
services.
Key elements of an operations system

The elements of an operations system are inputs (raw materials, capital equipment,
labour, information, time and money), the transformation process, and outputs (the
finished product or service).
operations, productivity and business competitiveness

The operations management function influences quality, cost and availability of an
organisations goods or services, which affects how the organisation achieves its
other main objectives (profitability, market share, return for investors and social
responsibility).
Productivity measures the amount of output produced compared to the amount
of inputs that go into production. Productivity improves if the level of inputs is
reduced to obtain the same level of output, or if more output is produced from the
same input.
An organisation that can improve productivity will become more competitive.
Business competitiveness refers to the ability of an organisation to sell products in a
market. Organisations are competitive when they are able to do things better than
competitors (competitive advantage).
When organisations compete on cost, they provide customers with the same products
as competitors, but at a lower cost. When organisations compete on differentiation,
they deliver quality products for the same price as competitors or deliver products faster
than competitors, for the same price.
Facilities design and layout

Management of a facilitys design and layout involves planning the layout of
workspace, so that production flows smoothly. Equipment and technology within
the operations system needs to be arranged in order to maximise efficiency of
production.
When choosing the best layout, an operations manager needs to consider physical
space, what equipment and technology to use, location of stock and warehousing,
links between stages of production, work environment and legal regulations (such as
occupational health and safety and building constraints).
The layout an operations manager chooses will depend on the type of operations
conducted by the organisation. The main types include (beginning with the
manufacturing layouts): fixed position layout (large-scale projects) and product
layout (high-volume production). The process layout (or functional layout,
which deals with high-variety and low-volume production with equipment and
machinery grouped together according to function), retail layout (which should
attract customers and allow easy movement) and office layout (which should allow
138
for efficient movement of information and access to resources) apply to all types
of organisations.
Materials management
Materials management is the strategy involved with managing the use, storage and
delivery of materials, to ensure the right amount of inputs is available when required in
the operations system.
Materials planning is completed using master production scheduling (MPS) and
materials requirements planning (MRP).
Inventory control ensures that costs are minimised and that the operations system
has access to the right amounts of inputs when required. A common approach
used by many organisations in Australia is the just in time (JIT) system of inventory
control.
Supply chain management is a materials management approach that guarantees the
supply of quality inputs. Organisations work with suppliers to make sure that materials
are delivered efficiently and in the right quantities.
The management of quality

Quality management is the strategy that an organisation uses to make sure that its
product meets customer expectations. Three quality approaches are quality control,
quality assurance and total quality management.
Quality control involves the use of inspections at various points in the production
process to check for problems and defects. Performance is measured in relation to
setstandards or benchmarks. If the established standards are met, it is then likely that
the business will meet customer expectations and will compete effectively with
competitors.
Quality assurance involves the use of a system where an organisation achieves set
standards in production. A widely used international standard is the ISO 9000 series of
quality certifications.
Total quality management (TQM) is an ongoing, organisation-wide commitment to
excellence that is applied to every aspect of the organisations operation. Total quality
management can improve product quality, making the organisation more competitive.
A number of approaches may be used, such as employee empowerment, continuous
improvement and improved customer focus.
Use of technology
Technology can improve operations. Organisations need to acquire up-to-date
technology in order to compete effectively.
Technology is used in the manufacturing sector to speed up processes and enable
fuller utilisation of raw materials. This improves productivity and makes the
operations process more cost effective. Office and communications technology
have enabled new markets to open up, costs to be cut and productivity to be
improved.
Robotics is a highly specialised form of technology that replaces something usually
done by humans. Robots often undertake tasks that are too risky for employees to
undertake.
Computer aided design (CAD) is a computerised design tool that allows business to
create products and modify them. Computer aided manufacturing (CAM) is software
that designs and controls the process of producing a product.
Customer relationship management (CRM) refers to the systems that organisations are
introducing to maintain customer contact. CRM software stores information about
existing and potential customers.
Ethical and socially responsible management

Operations managers must be aware of socially responsible and ethical management
when pursuing organisational objectives. Organisations that do so will benefit from
improved organisational performance.
review questions
eBook plus
digital doc:
Missingword
glossaryquiz
Test your knowledge of key
terms from this chapter.
Crossword
Check your understanding
by completing this crossword
on key concepts from this
chapter.

1 Explain how the operations management function supports the organisation in
achieving its objectives.
2 Compare and contrast the operations of a manufacturer and a service organisation.
3 Outline the role of an operations manager, using examples.
4 List the four strategies used by an operations manager.
5 Explain the three elements of an operations system, using examples.
6 What is meant by productivity and how can it be improved?
7 In what ways does productivity influence an organisations competitiveness?
8 Productivity is one performance indicator used by operations managers. List three others.
9 What does an operations manager need to consider when choosing the optimum
facilities design and layout?
10 List the main types of facilities layout.
11 Why is materials management such an important strategy for optimising operations?
12 Differentiate between master production scheduling (MPS) and materials requirements
planning (MRP).
13 Outline the importance of inventory control, using examples.
14 What is supply chain management?
15 How can quality management make an organisation more competitive?
16 Describe the main differences between quality control and quality assurance.
17 Explain what is meant by total quality management (TQM).
18 Outline how technology can be used to improve operations.
19 Differentiate between computer aided design (CAD) and computer aided
manufacturing (CAM).
20 Explain what is meant by customer relationship management (CRM).
21 What are the benefits and costs of operations managers acting in an ethical and
socially responsible manner?
22 Give three examples of ethical and socially responsible issues that may arise in
operations management.

23 Give examples of how an operations manager of a confectionery manufacturer might
use the roles of organising and controlling in his or her job.
24 Choose a real-life example of a manufacturer and a service organisation. For each
example, outline the inputs, processes and outputs of their operations.
25 Organisations compete on cost and on differentiation (delivering quality products for
the same price as competitors or delivering products faster than competitors). Match
the following business activities with the intended outcome.
Businessactivity
Outcome
Tailor products to customers . . .
to compete on cost
Eliminate waste . . .
to compete on quality
Use automated production equipment . . .
to compete on speed of delivery
Strictly comply with design specifications . . .
to compete on cost
Respond quickly to changes in demand . . .
to compete on quality
26 One strategy used to improve operations is the use of technology. For example, if
an organisation used labour-intensive operations (making extensive use of people to
do the work) to manufacture cars, it may not be as efficient as another organisation
using automated equipment. Fill in the following table by listing (and explaining
140
140
where necessary) strategies that an operations manager could use to achieve the
stated business objectives. The first answer has been completed for you.
Businessobjective
Operationsstrategy
Increase the quality of customer service
Technology introduce customer

relationship management system
Increase the quality of the product

Reduce production costs
Improve domestic and international
competitiveness
Reduce waste
Improve productivity
Reduce the number of accidents
Improve work flow
27 Pick a large-scale organisation such as Australia Post or Coca-Cola Amatil Limited and
list three of its business objectives. You could find this information on its website, in its
annual report or in speeches made by one of its executive managers. For each objective,
state what strategy the operations manager could use to help achieve the goal.
exam questions
For additional
VCE examination
questions, go to
www.studyON.com.au
141
141
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142
school-assessed coursework
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Complete your end-ofchapter exam questions in
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coursework in Microsoft
Word.
oUTCome 3
discuss and analyse strategies related to operations

management.
assessmeNT task case study

Timeallowed:
50 minutes
Marksallocated: 40 marks (the marks for each question are indicated at the end of
each question)
Conditions:
closed book (no notes or textbooks may be used when completing
this task)
Yakult Australia Pty Ltd commenced production in 1994. In Australia, it manufactures

and sells Yakult Original and Yakult LIGHT, which are fermented milk drinks. Yakult
contains probiotic bacteria known as the Lactobacillus casei Shirota strain, which
can help the digestive system to remain healthy. The factory now produces more
than 300 000 bottles daily, supplying Yakult to Australian and New Zealand markets.
Yakults purpose-built factory and office complex in Dandenong was constructed in
1993. It cost $30 million.
Inside the automated factory, raw ingredients (skim milk powder, sugar and
dextrose) are mixed together with filtered water and undergo sterilisation. Live
Lactobacillus casei Shirota strain is added to the milk to begin the fermentation
process. Citrus flavour is added to the mixture. During fermentation, the
bacteria rapidly multiply. The mixture is homogenised, so that it has a smooth
consistency and then it is diluted with filtered water to produce the final
product.
Yakults unique plastic bottles (they are very small 65 mL) are created
on-site and manufacturing staff monitor the quality of the product to ensure it
meets the highest standards. A filling machine that has the capacity to fill 36 000
bottles per hour fills the bottles with Yakult. They are then capped with a foil
lid, printed with a use-by date, sealed and transferred along the conveyor belt to
the packaging facility. Yakult needs to be stored and distributed at temperatures
below 4C.
142
QualityatYakult
Yakults quality management system (QMS) complies with the International
Organization for Standardisations relevant Standard (ISO 9001:2008). This means
that Yakult meets the highest international food manufacturing standards. All
company procedures are documented
and are regularly audited. In terms
of quality control, individual bottles
are randomly inspected for incorrect
printing and lid sealing. Product samples
are collected and assessed for quality,
composition and taste in Yakults on-site
quality control area.
Wastemanagement
Yakult Australia is very much aware of
the need to minimise its environmental
impact. Its waste management
strategies, such as recycling of paper
products and plastic waste, have
resulted in more than 99 per cent of
raw ingredients being used. Cleaning
waste goes into a holding tank in the
on-site water treatment facility.
Yakults small bottles

appeal to children, while
the consistent quality of
the product appeals to
their parents.
1 Define the following terms using examples from the Yakult case study:
product layout
inventory control
automation.
3 2 = 6 marks
2 Outline the inputs used by Yakult.
2 marks
3 Describe the output of Yakult.
2 marks
4 Identify and explain three considerations that would have been taken into
account when Yakult planned the factory layout.
6 marks
5 What are the main differences between the operations of a manufacturer
and a service provider? Under which category does Yakult fit?
4 marks
6 Explain what materials management is about. Describe all of the materials
which Yakult needs to manage.
4 marks
7 Discuss the benefits to Yakult of using Materials Requirements Planning
(MRP).
4 marks
8 Describe two quality strategies used at Yakult.
4 marks
9 Outline another quality strategy that could be used by Yakult.
4 marks
10 Explain how Yakult has incorporated social responsibility into its
operations system.
4 marks
143
143

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Chapter 3

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Strategies adopted to optimise

Productivity and business

The operations function

Key elements of an operations

13 September 2014 1:46 PM

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Welding on the assembly line at

Operations is not just

The operations management function ChapTer 3

13 September 2014 1:46 PM

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The operations function and its relationship to

Key CoNCepTs Operations management is about producing goods and/or

Operations management is the responsibility of managers engaged to produce

Australias leading bathroom

dId yoU KNow?

UNIT 3 Corporate management

13 September 2014 1:46 PM

UNCORRECTED PAGE PROOFS

dId yoU KNow?

I am responsible for the production department

Source: Adapted from 2013, Manufacturers Monthly, Q&A series, 2 May

The operations management function ChapTer 3

13 September 2014 1:46 PM

Tangible and intangible products

UNCORRECTED PAGE PROOFS

Tangibles are goods, which can be

role of the operations manager in

dId yoU KNow?

UNIT 3 Corporate management

13 September 2014 1:46 PM

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TesT your understanding

apply your understanding

might use to achieve the listed business objectives.

Increase the quality of service provided

Introduce quality management

Increase the quality of the product

The operations management function ChapTer 3

13 September 2014 1:46 PM

UNCORRECTED PAGE PROOFS

EXTENDYOURKNOWLEDGE: The operations function

dId yoU KNow?

A faster supply chain

UNIT 3 Corporate management

13 September 2014 1:46 PM

UNCORRECTED PAGE PROOFS

TesT your understanding

eXTeNd your understanding

Part of Woolworths supply chain

capital gain (if they sell their shares). Good company

7 In the Australian supermarket sector, Coles is

The operations management function ChapTer 3

13 September 2014 1:46 PM

UNCORRECTED PAGE PROOFS

Key elements of an operations system in