The objective of the course is to provide students with principles, methodologies and tools to design, analyze and improve manufacturing and service companies' operations, to dramatically increase their competitive advantage.
Studenst will learn to deal with the multidimentional aspects of Operations at a strategic, tactical and operational level.
1. Operations’ objectives and decision areas.
2. Operations in primary processes, and in supporting processes. Operations in industrial companies and in service companies.
1. Operations performances, levers, positioning
2. Development of an operations strategy in the broader context of a Business strategy considering the different areas of Operations in an integrated way
3. Structural decisions (resources sizing, system configuration, vertical integration, system international footprint, etc.) and Infrastrctural decisions (resource planning and control, organisational structure, target setting, customer management)
Service Operations Management
1. Distinctive characteristics of service companies. The service concept definition.
2. Designing, managing and improving the Service delivery system. Front office versus back office, demand and capacity management. Demand management in service companies with fixed capacity (Hotels, Airlines, Turist villages,...) Yield management.
3. Queue theory. Single and multiple customer-class systems; single and multiple resource systems.
4. Operations in different service industries
Operations improvement: innovative managerial approaches for operational excellence-
1. Lean philosophy and principles. Analysis of innovative aspect of Lean approach that allow to achieve such dramatic improvements. Going beyond Just In Time.
2. Lean methodologies and techniques: Value Stream Mapping. Variations reduction. 5S, SMED, Cell design, etc.
3. A new vision of human factor and the impact on operations' structure.
4. Advanced implementation of Lean approach: high variety low volume companies, make to order / engineer to order companies (manufacturing and services). Lean product development, Lean Healthcare, Lean Banking, Lean Insurance.
5. Lean Supply Chain: the impact of applying the Lean philosophy to the whole supply chain.
6. Lean consumption.
7. Leading an Operational excellence project. Builging a cointinuously improving and problem solving Organisation.
8. Systems thinking
Servitization: services offered by manufacturing companies.
- Services supporting the product, pre-sale services, after-sale services.
Mid term exam, Final exam, Assignment (optional)
Textbooks (not final):
Operations and process management. N. Slack , A. Brandon-Jones, R. Johnston, A. Betts, Pearson ed. 4th ed
Lean thinking. J. Womack, D. Jones. Free press
The Toyota Way. J. Liker. McGraw Hill, 2005