07-第七章 流程策略

第七章流程策略主要內(nèi)容四種流程策略［FourProcessStrategies］工藝專業(yè)化ProcessFocus重復(fù)性生產(chǎn)RepetitiveFocus產(chǎn)品專業(yè)化ProductFocus大規(guī)模定制MassCustomizationFocus流程選擇對比ComparisonofProcessChoices流程分析和設(shè)計(jì)［ProcessAnalysisandDesign］流程圖FlowDiagrams時(shí)間功能圖Time-FunctionMapping價(jià)值流圖Value-StreamMapping工藝路線圖ProcessCharts服務(wù)藍(lán)圖ServiceBlueprinting服務(wù)流程設(shè)計(jì)［ServiceProcessDesign］客戶互動與流程設(shè)計(jì)CustomerInteractionandProcessDesign改進(jìn)服務(wù)流程的更多機(jī)會MoreOpportunitiestoImproveServiceProcesses布局和人力資源］選擇設(shè)備和技術(shù)［SelectionofEquipmentandTechnology］彈性生產(chǎn)技術(shù)［ProductionTechnology］機(jī)床技術(shù)MachineTechnology自動識別技術(shù)AutomaticIdentificationSystems(AISs)andRFID過程控制ProcessControl可視化系統(tǒng)VisionSystems機(jī)器人Robots自動存取系統(tǒng)AutomatedStorageandRetrievalSystems(ASRSs)自動導(dǎo)引車AutomatedGuidedVehicles(AGVs)柔性制造系統(tǒng)FlexibleManufacturingSystems(FMSs)計(jì)算機(jī)集成制造Computer-IntegratedManufacturing(CIM)7.6服務(wù)業(yè)的技術(shù)［TechnologyinServices］［金融+教育+政府+通信+商業(yè)+運(yùn)輸+醫(yī)療+航空］流程再設(shè)計(jì)［ProcessRedesign］道德和環(huán)境友善流程［EthicsandEnvironmentallyFriendlyProcesses］［案例］戴爾電腦公司DellComputerCompany大規(guī)模定制為戴爾電腦帶來競爭優(yōu)勢“Howcanwemaketheprocessofbuyingacomputerbetter?”直接銷售電腦給消費(fèi)者Sellcustom-buildPCsdirectlytoconsumer全面集成業(yè)務(wù)網(wǎng)絡(luò)IntegratetheWebintoeveryaspectofitsbusiness保持六天庫存Operatewithsixdaysinventory按訂單快速低成本制造計(jì)算機(jī),Buildcomputersrapidly,atlowcost,andonlywhenordered專注研究電腦軟件，快速安裝和簡單配置和FocusresearchonsoftwaredesignedtomakeinstallationandconfigurationofitsPCsfastandsimple

流程策略［processstrategy］組織將資源轉(zhuǎn)化成商品和服務(wù)的方法。7.1四種流程策略工藝專業(yè)化［Process-FocusedStrategy］-單件+小批生產(chǎn)重復(fù)性生產(chǎn)［RepetitiveFocusedStrategy］-成批+大量生產(chǎn)產(chǎn)品專業(yè)化［productfocused］-大量生產(chǎn)大規(guī)模定制［masscustomization］-個性化生產(chǎn)選擇流程必須適合產(chǎn)量和品種［固定和變動成本分?jǐn)?，設(shè)法讓總成本最少］工藝專業(yè)化［Process-FocusedStrategy］工藝專業(yè)化：小批量，多品種流程，也稱作業(yè)車間；Lowvolume,highvarietyproducts，Jobshop；一些設(shè)備的利用率很低［5%］，但成本很高具有彈性被75%的企業(yè)采用FacilitiesareorganizedbyprocessSimilarprocessesaretogetherExample:Alldrillpressesaretogether‘Jumbled’flowOthernames間歇流程IntermittentprocessJobshop標(biāo)準(zhǔn)注冊公司商用表格作業(yè)車間的工藝專業(yè)化ProcessFlowDiagramPurchasing■*VendorsAccounting*■Purchasing■*VendorsAccounting*■ReceivingI4WarehouseInformationflowMaterialflowCustomerCOLLAT^ING

DEPTGLUING,BINDING,

STAPLING,LABELINGPOLYW^RAPDEPTSHIPPINGCustomerFigureCustomerFigure7.27-15?2008Prentice7-15［案例］飯店+醫(yī)院+工廠重復(fù)性生產(chǎn)［RepetitiveFocusedStrategy］重復(fù)性生產(chǎn)：介于工藝專業(yè)化和產(chǎn)品專業(yè)化之間，采用模塊，是一流程的生產(chǎn)線；Facilitiesoftenorganizedbyassemblylines，Characterizedbymodules-Parts&assembliesmadepreviously；Modulescombinedformanyoutputoptions成批生產(chǎn)Othernames裝配線Assemblyline生產(chǎn)線Productionline?2008PrenticeHall,Inc.7-17哈雷戴維森摩托車重復(fù)性制造［彎曲架管+工作單元+機(jī)加工+高溫上漆+引擎和傳動系統(tǒng)+測試28+成品裝箱］［案例］汽車+家電產(chǎn)品專業(yè)化［productfocused］產(chǎn)品專業(yè)化：大批量、少品種的流程，設(shè)備都是根據(jù)產(chǎn)品進(jìn)行組織的，也稱連續(xù)型流程。Highvolume,lowvarietyproducts，F(xiàn)acilitiesareorganizedbyproduct，Continuousprocessmanufacturing；［啤酒+紙+化工］Othernames線性流程生產(chǎn)Lineflowproduction連續(xù)生產(chǎn)Continuousproduction

inputsIOutputvariationsinsize,shape,andpackaginginputs7-20?2008PrenticeHall,7-20紐柯鋼鐵的產(chǎn)品專業(yè)化生產(chǎn)［廢鐵+電熔爐+取鋼水包+不間斷鑄鋼機(jī)+連續(xù)的鑄鋼被切割成24噸的鋼版+灼熱隧道+用于經(jīng)加工、冷卻/卷鋼的熱軋機(jī)］［案例］玻璃+紙+電燈泡+啤酒等大規(guī)模定制［masscustomization］大規(guī)模定制：滿足顧客獨(dú)特的商品和服務(wù)需求的一種快速、低成本生產(chǎn)方式；Usingtechnologyandimaginationtorapidlymass-produceproductsthatcatertosundryuniquecustomerdesires.大規(guī)模定制基本類型可分為：［----+OEM+ODM+OBM］［HTC+富士康+浙江服裝+福建的鞋廠+］按訂單銷售(Sale-to-Order)按訂單裝配ATO(Assemble-to-Order)按訂單制造MTO(Make-to-Order)［按訂單加工FTO+按訂單采購PTO］按訂單設(shè)計(jì)ETO(Engineer-to-Order)［按訂單研發(fā)DTO］四種類型(如下圖)［CODP=Costomerorderdecoupingpoint備貨訂貨分離點(diǎn)］

辰材料|「專件||部件]|產(chǎn)品戶供應(yīng)辰材料|「專件||部件]|產(chǎn)品戶供應(yīng)商供應(yīng)商大收定制的企類[mt>rw>rw>iw>大批■生產(chǎn)■《訂垂出庫焯春生聲吁篇日逐生產(chǎn)奔*近O1**<啰%it*%:大批■生產(chǎn)■《訂垂出庫王〉Jk：—童子am即謠*0煎首―]當(dāng)游乂*大阪定!0生產(chǎn)目嫁狀恭埃寶制A7單生產(chǎn)獻(xiàn)態(tài)踐就幕燃*麻」Undermasscustomizationthethreeprocessmodelsbecomesoflexiblethatdistinctionsbetweenthemblur,makingvarietyandvolumeissueslesssignificant.大規(guī)模定制提供比以前更多地選擇

MassCustomizationTable7.1-ItemNumberofChoices1970s21stC^n^u^Vehiclemodels140286Vehiclety^pes181,212Bicyclet^pes819Softwaretitles0400,000Websites098,116,993Moviereleases267458Newbooktitles40,53077,446HoustonTVchannels5185Breakfastcereals160340Items(SKUs)in14,000150,000supermarketsLCDTVs0102?2008PrenticeHall,Inc.7-23［案例］通用汽車+豐田汽車+服務(wù)業(yè)［電訊++網(wǎng)站+保險(xiǎn)+銀行+證券+書店+電臺］大規(guī)模定制依賴于模塊化設(shè)計(jì)大規(guī)模定制可以消除銷售預(yù)測的猜測，實(shí)現(xiàn)按訂單生產(chǎn)［build-to-order］;運(yùn)作經(jīng)理利用模塊、有效調(diào)度和快速生產(chǎn)來實(shí)現(xiàn)大規(guī)模定制MassCustomizationFigure7.5SupportivesupplychainsModulartechniquesProcess-FocusedProduct-FocusedHighvariety,lowvolumeLowutilization(5%to25%)General-pur-poseequipmentL^owFigure7.5SupportivesupplychainsModulartechniquesProcess-FocusedProduct-FocusedHighvariety,lowvolumeLowutilization(5%to25%)General-pur-poseequipmentL^owvariety,highvolumeHighutilization(70%to90%)Specializedequipment?2008PrenticeHall,Inc.7-247.1.5流程選擇對比比較：設(shè)備、人員、空間、產(chǎn)量、品種、效率、成本交叉圖：不同的流程會有不同的成本曲線，交叉圖可用于分析他們之間的差異；當(dāng)產(chǎn)量時(shí)，只有一種流程成本是最低的。CrossoverChartsLowvolume,highvarietyRepetitiveHighvolume,lowvarietyFigure7.6（2,857）V1V2（6,666）Volume7-31?2008PrenticeHall,7-31企業(yè)關(guān)注的焦點(diǎn)在一個講求效率的時(shí)代，專業(yè)化是一種趨勢。Focusbringsefficiency,Focusondepthofproductlineratherthanbreadth。顧客Customers—德國的溫特豪斯洗碗機(jī)公司有類似特征的產(chǎn)品族Products---紐柯鋼鐵+新西蘭加拉格爾［鋼絲網(wǎng)］服務(wù)Service---奧蘭多、帕爾默醫(yī)院+肖爾代斯醫(yī)院技術(shù)Technology---intel,微軟改變流程改變流程需要調(diào)整運(yùn)營策略組合與之匹配.服務(wù)與產(chǎn)品設(shè)計(jì)Serviceandproductdesign質(zhì)量管理Qualitymanagement流程與能力設(shè)計(jì)Processandcapacitydesign選址Location布置Layoutdesign人力資源和工作設(shè)計(jì)Humanresources,jobdesign供應(yīng)鏈管理Supply-chainmanagement庫存管理Inventorymanagement［獨(dú)立需求+相關(guān)需求+JIT與精益系統(tǒng)］計(jì)劃與調(diào)度Scheduling［綜合計(jì)劃+調(diào)度］維護(hù)Maintenance7.2流程分析和設(shè)計(jì)流程圖［ProcessFlowDiagram］摩托車裝配圖［彎曲架管+工作單元+機(jī)加工+高溫上漆+引擎和傳動系統(tǒng)+測試28+成品裝箱］ProcessFlowDiagramFrametube

bendingIncomingpartsFramemachiningFrame-buildingworkcellsHot-paintframePaintingAircleaners7WEASSEMBLYLINwo*Frametube

bendingIncomingpartsFramemachiningFrame-buildingworkcellsHot-paintframePaintingAircleaners7WEASSEMBLYLINwo*cellCratinFigure7.3FromMilwaukeeonaJITarrivalscheduleTESTING28teEnginesandtransmissionsOiltankworkcellShocksandforks■_Hand^barsFenderworkcellFluidsandmullersWheelworkcell7-18?2008Prentice7-18時(shí)間功能圖[TimeFunctionMap]流程圖的擴(kuò)展，增加了時(shí)間維度；美國一家印制和壓制產(chǎn)品的時(shí)間功能圖。價(jià)值流圖[value-streammapping.VSM]包括供是時(shí)間功能圖的一種變化形式，有助于分析價(jià)值在生產(chǎn)過程中的哪個環(huán)節(jié)被創(chuàng)造，應(yīng)鏈內(nèi)。包括供140秒加工/26天的的等待Value-StreamMapping5days3days6days4days4days45days3days6days4days4days4days勺45secondsII40seconds|115seconds|sI|20seconds[~Nonvalueaddedtime=26daysValueaddedtime=140seconds?2008PrenticeHall,Inc.Figure7.87-37工藝線路圖[processchart]工藝流程圖使用符號、時(shí)間和距離來提供客觀和結(jié)構(gòu)化的方法，分析并記錄組成流程的各項(xiàng)活動?？觳偷甑臐h堡生產(chǎn)線7.2.5服務(wù)藍(lán)圖［ServiceBlueprint］---跟蹤一提高服務(wù)質(zhì)量服務(wù)藍(lán)圖是一種關(guān)注顧客和企業(yè)之間互動的流程分析技術(shù)；服務(wù)藍(lán)圖一般分三層如下圖：第一層-在顧客控制中第二層-提供商和顧客交互第三層-遠(yuǎn)離顧客許多環(huán)節(jié)均需采取解決潛在事物的防錯技術(shù)［F-T］，來提高服務(wù)質(zhì)量；理想的解決辦法是最好在設(shè)計(jì)階段預(yù)見到可能的錯誤，并采取設(shè)計(jì)預(yù)防措措施。［員工問候+服務(wù)診斷+進(jìn)行服務(wù)+友好結(jié)束］ServiceBlueprintP&rsonalGreetingPerformServiceFrlencHyCfas^■rsemcerctonewcfcfoes"虹仁頑CMTWJo5iiDerenrrrine"而丁y,Ar)AfJtfirninv^,

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crarismdyFigure7;9...L-—Parformreqitfprecf妙也grmTOFce""；：服務(wù)流程分析WorkFlowAnalysis-FourPhases員工問候Request，fromacustomeroranoffertoprovideservicesbyaperformer服務(wù)診斷Negotiation,allowingthecustomerandtheperformertoagreeonhowtheworkshouldbedoneandwhatwillconstitutecustomersatisfaction進(jìn)行服務(wù)Performance，oftheassignmentandcompletion友好結(jié)束Acceptance,closingthetransactionprovidedthecustomerexpressessatisfactionandagreesthattheconditionsweremet.7.3服務(wù)流程設(shè)計(jì)客戶互動和流程設(shè)計(jì)[CustomerInteractionandProcessStrategy]服務(wù)流程矩陣中服務(wù)業(yè)的專業(yè)化水平［低］服務(wù)定制化程度［高］［高］勞動大眾服務(wù)-商業(yè)銀行專業(yè)服務(wù)-私人銀行

力密集程度［低］服務(wù)工廠-快餐店服務(wù)商店-美食餐廳力密集程度［低］服務(wù)工廠-快餐店服務(wù)商店-美食餐廳MassServiceHighCommercial

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-airlinesFigure7.11?2008PrenticeHall,Inc.7-42大眾服務(wù)和專業(yè)服務(wù)MassServiceandProfessionalService勞動力參與高Laborinvolvementishigh加強(qiáng)培訓(xùn)Selectionandtraininghighlyimportant加強(qiáng)人力資源Focusonhumanresources個性化服務(wù)Personalizedservices服務(wù)工廠和服務(wù)商店ServiceFactoryandServiceShop自動化標(biāo)準(zhǔn)服務(wù)Automationofstandardizedservices米取流程技術(shù)、低勞動響應(yīng)Lowlaborintensityrespondswelltoprocesstechnologyandscheduling強(qiáng)化控制Tightcontrolrequiredtomaintainstandards7.3.2改進(jìn)流程的更多機(jī)會布局［案例］零售業(yè)、餐飲業(yè)和銀行業(yè)的布局布局設(shè)計(jì)時(shí)服務(wù)流程設(shè)計(jì)的一部分，對零售業(yè)、餐飲業(yè)和銀行業(yè)尤其如此。人力資源很多服務(wù)業(yè)都涉及與顧客的的互動，所以招聘和培訓(xùn)等人力資源問題是服務(wù)業(yè)中特別重要的組成部分。改進(jìn)服務(wù)生產(chǎn)率的技術(shù)分離+自助服務(wù)+延遲+聚焦+模塊+自動化+作業(yè)計(jì)劃+培訓(xùn)

StrategySeparationSelf-servicePostponementFocusTechniqueStructureservicesoStrategySeparationSelf-servicePostponementFocusTechniqueStructureservicesocustomersmustgowhereserviceisoffered?Self-servicesocustomersexamine,compareandevaluateattheirownpaceCustomizingatdeliveryRe砒riotingtheofferingsModulesAutomationScheduling?TrainingModularproductionSeparatingservicesthatlendthemselvestoautomationPrecisepersonnelschedulingClarifyingtheserviceoptions?ExplainingproblemsImprovingemployeeflexibility7.4選擇設(shè)備和技術(shù)［案例］醫(yī)院、飯店和制造企業(yè)選擇設(shè)備和技術(shù)X光機(jī)工廠數(shù)控機(jī)床辦公室的電腦考慮的因素成本質(zhì)量產(chǎn)能靈活性彈性［flexibility］指的是短時(shí)間、低成本和高顧客價(jià)值的情況下作出相應(yīng)的能力。7.5生產(chǎn)技術(shù)機(jī)床技術(shù)Machinetechnology自動識別系統(tǒng)Automaticidentificationsystems(AISs)過程控制Processcontrol可視化系統(tǒng)Visionsystem機(jī)器人Robot自動存取系統(tǒng)Automatedstorageandretrievalsystems(ASRSs)自動導(dǎo)引車Automatedguidedvehicles(AGVs)柔性制造系統(tǒng)Flexiblemanufacturingsystems(FMSs)計(jì)算機(jī)集成制造Computer-integratedmanufacturing(CIM)機(jī)床技術(shù)［MachineTechnology］計(jì)算機(jī)數(shù)控機(jī)床-德國1950’s提高精度Increasedprecision增加生產(chǎn)率Increasedproductivity提升靈活性Increasedflexibility減少污染Decreasedpollution體積減小Decreasedsize耗能更少Decreasedpowerrequirements自動識別系統(tǒng)［AutomaticIdentificationSystems(AIS)］無線射頻條碼識別器---條碼+二維碼護(hù)士將藥物上的條碼與病人ID進(jìn)行匹配---防差錯過程控制［ProcessControl］［案例］:石油精煉廠+石化廠+水泥廠+鋼鐵廠+核反應(yīng)堆+物流企業(yè)等的溫度+壓力+數(shù)量。過程控制［processcontrol］:是信息技術(shù)在監(jiān)控實(shí)物流程上的應(yīng)用。過程控制軟件-FactoryLinkIV控制糖和水進(jìn)入果汁攪拌機(jī)提升過程穩(wěn)定性IncreasedprocessstabilityIncreasedprocessprecisionReal-timeprovisionofinformationforprocessevaluationMulti-modeinformationpresentation7.5.4可視化系統(tǒng)［VisionSystems］---十字路口攝像頭可視化系統(tǒng)結(jié)合攝像機(jī)和電腦技術(shù)，通常用于檢查。ParticularaidtoinspectionConsistentlyaccurateNeverboredModestcostSuperiortoindividualsperformingthesametasks機(jī)器人［Robots］［案例］福特汽車有些工廠98%的焊接有機(jī)器人完成危險(xiǎn)和乏味的工作可由機(jī)器人來完成Performmonotonous,ordangeroustasks,orthoserequiringsignificantstrengthorenduranceEnhancedconsistency,accuracy,speedstrength,powerwhensubstitutedforhumaneffort自動存取系統(tǒng)［AutomatedStorageandRetrievalSystems(ASRS)］自動存取系統(tǒng)是計(jì)算機(jī)控制的倉庫。AutomatedplacementandwithdrawalofpartsandproductsParticularlyusefulininventoryandtestareasofmanufacturingfirms自動導(dǎo)引車［AutomatedGuidedVehicle(AGV)］電子導(dǎo)航和控制的車輛用運(yùn)輸制造過程中的零件和機(jī)械運(yùn)輸Electronicallycontrolledmovementofproductsand/orindividuals柔性制造系統(tǒng)［FlexibleManufacturingSystems(FMS)］

［案例］洛克希德公司-馬丁工廠采用FMS為飛機(jī)生產(chǎn)零部件［達(dá)拉斯-克薩斯州第三大城市］，休斯敦-約翰遜航天中心-肯尼迪航天中心［佛羅里達(dá)］；IBM在德克薩斯奧斯丁的電腦廠-就只能裝配小型電子產(chǎn)品。由一臺中央計(jì)算機(jī)給每一個工作站和物料搬運(yùn)設(shè)備發(fā)出操作指令，這種系統(tǒng)就叫自動工作單元，也稱柔性制造系統(tǒng)。FMS也有局限性ComputercontrolsboththeworkstationandthematerialhandlingequipmentComputercontrolenhanceflexibilityCaneconomicallyproducelowvolumeathighqualityReducedcostsofchangeoverandlowutilizationStringentcommunicationrequirementbetweencomponentswithinit計(jì)算機(jī)集成制造［ComputerIntegratedManufacturing(CIM)］管理層［Topmanagement］+運(yùn)營管理［OM］+作業(yè)層CAMCIM包含計(jì)算輔助設(shè)計(jì)［CAD］、計(jì)算機(jī)輔助制造［CAM］、柔性制造系統(tǒng)［FMS］、自動存取系統(tǒng)［ASRS］、自動導(dǎo)引系統(tǒng)［AGV］，它提供了一個集成的柔性制造系統(tǒng)。Topmanagementdecidestomakeaproductbasedonmarketopportunities,thecompany'sstrengthandweakness,anditsstrategicplanbasedoncompetitiveadvantage.Automatedstorageandretrievalsystem(ASRS)andautomatedguidedvehicles(AGVs)moveincomingmaterialsandparts,workTopmanagementdecidestomakeaproductbasedonmarketopportunities,thecompany'sstrengthandweakness,anditsstrategicplanbasedoncompetitiveadvantage.Automatedstorageandretrievalsystem(ASRS)andautomatedguidedvehicles(AGVs)moveincomingmaterialsandparts,workinprogress,andfinalproduct.Computer-aidedmanufacturing(CAM)fabricatesrawmaterialsintocomponentstobetransferredtotheassemblyarea.ComputerIntegratedManufacturingRobotsproducttogether,testitwithautomatedequipment,andboxthefinishedproductforshipment.FlexibleManufacturingSystemOMrunstheproductionprocess,coordinatingsupplies,requestingcomponentsandmaterials,planningandschedulingoperations,overseeingcostaccounting,andarrangingoutgoingshipments.FIGURES7.1■Computer-IntegratedManufacturing(CIM)includescomputer-aideddesign(CAD),computer-aidedmanufacturing(CAM),flexiblemanufacturingsystems(FMS).automatedstorageandretrievalsystems(ASRS),andautomatedguidedvehicles(AGVs)toprovideanintegratedandflexiblemanufacturingprocess.將采購、CAD、CAM、自動存取、自動導(dǎo)引、裝配、檢驗(yàn)、打包進(jìn)行集成的系統(tǒng)。擴(kuò)展的柔性制造系統(tǒng)ExtensionofflexiblemanufacturingsystemsBackwardstoengineeringandinventorycontrolForwardintowarehousingandshippingCanalsoincludefinancialandcustomerserviceareas，可高效率解決多品種少批量生產(chǎn)Reducingthedistinctionbetweenlow-volume/high-variety,andhigh-volume/low-varietyproduction非常依賴信息技術(shù)Heavyrelianceoninformationtechnology7.6服務(wù)業(yè)的技術(shù)技術(shù)對服務(wù)業(yè)的影響ServiceIndustry服務(wù)業(yè)ExampleFinancialservices金融服務(wù)Debitcards,electronicfundstransfer,ATMs,InternetstocktradingEducation教育在線圖書Electronicbulletinboards,on-linejournalsUtilitiesandgovernment公共事業(yè)和政府Automatedone-mangarbagetrucks,opticalmailsorters,scanners,floodwarningsystems炸彈掃描Restaurantsandfoods飯店和食品Wirelessordersfromwaiterstokitchen,robotbutchering,transpondersoncarstotrackdrive-thrusCommunication通信電子出版Electronicpublishing,interactiveTVHotels酒店信用卡Electroniccheck-in/check-out,electronickey/locksystemsWholesale/ret