Operations Management Harvard Syllabus Fall 2021 Paul Tumolo PDF

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Syllabus with Case studies, material, class format, and schedule...

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MGMT E-5060 (16504) OPERATIONS MANAGEMENT Harvard Extension School – Fall 2021 Thursday 5:30 – 7:30 P.M. – Web Conference Professor: Paul Tumolo Office Hours: By Appointment. Email: [email protected] Phone: (508) 789-8191 (Office)

REV 07/12/21

SYLLABUS OUTLINE I. COURSE PURPOSE II. TEACHING METHODOLOGY III. DAILY ASSIGNMENTS IV. COURSE MATERIAL V. EVALUATION AND GRADING VI. CLASS SCHEDULE VII. CASE LIST I. COURSE PURPOSE: The purpose of this course is to provide you with a basic exposure to the tasks and challenges facing Operations Managers, i.e., those people responsible for the vital function of producing the goods and services in any manufacturing and service organization. The goal is to maximize value and profits through customer satisfaction and provides an effective and rapid response to changing global market conditions.

Following the post-war emergence of the United States as a world technology leader, the “problem of production” was declared “solved” by American industry and corporate attention and resources were diverted to other, presumably more promising, pursuits.

Intense global

competition has since shattered this myth by the relentless competitive challenges on many fronts. The severe consequences of this deterioration in the competitive status of many United States industries have once again focused attentions on the production floors and back-room offices. In addition, the increasing role of service industries in our economy has opened the challenge of managing the service “production process”. In the 2020’s and beyond, organizations are now focusing more on the operations function than ever before.

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For us, this course means looking at the fundamentals - the basics of producing goods and services, which is the primary reason for existence of all profit and non-profit organizations. The course has the following specific objectives: Specific focus areas include: •

The criticality of customer centricity in Operations

•

How to analyze operating processes and technological choices

•

The economics, tradeoffs, and managerial problems associated with types of processes.

•

The value of utilizing and leveraging Key Performance Metrics (KPM)

•

The relationship between Operations and Marketing, Engineering, and the Customer. The focus will be on the total process/product life cycle

•

Basic terms and concepts such as capacity, standards, efficiency, and effectiveness

•

The role of operations as a competitive strategy in Supply Chain Optimization

To gain a working knowledge of the techniques, approaches, and skills required to balance supply with anticipated demand, manage quality, plan for capacity, and develop and implement short and long-range plans for improving productivity and competitiveness. To comprehend the administrative point of view of the operations manager and the demands placed on these managers. To develop the analytical and organizational skills required assessing complex operational problems, and to develop and execute workable action plans. To understand and anticipate non-intuitive linkages in critical decision-making processes that have later implications on processes, people, products, and profits. II. TEACHING METHODOLOGY: The primary teaching tool is a collection of cases along with several lecture/discussions on important concepts. A case is a rather comprehensive exposition of a real managerial situation describing a set of problems and requiring a plan of action. pragmatic framework for the learning process.

The case method provides a

Its success depends heavily on student

preparation and active participation in class discussions.

A collection of articles and other

readings provide the necessary background for analysis of the cases. III. WEEKLY ASSIGNMENTS: The attached assignments provide specific questions that often guide and speed your case preparation. You should read them carefully before preparing for each class. All weekly assignments will be covered in depth during our online classroom meetings. 2

IV. COURSE MATERIALS: Case packets are available electronically at the COOP, at this web address: https://tinyurl.com/F21-MGMTE-5060-1 Additional related materials will be made available throughout the semester posted on the Canvas web page.

V. EVALUATION AND GRADING: Evaluation of your performance will be based on your class participation, one written case report, one field research project and a final exam according to the following weights: First Written Case Assignment

20%

Second Written Case Assignment

20%

Field Application Group project

45% (50% paper, 50% presentation)

Class Participation

15%

There are two (2) written assignments that will involve the analysis and write-up of a case. These are individual assignments The first case will be handed out on September 16th and is due in on September 30th. The second case will be handed out on October 28th and is due on November 11th. Your conclusions should be fully justified, both quantitatively and qualitatively, as appropriate, using supporting exhibits. Exhibits should be placed at the end of the case, but do not count as part of the Three-Page Maximum. You will be graded on your decisions and how you justify them considering the information that is available in the case. Equally important in determining your grade will be how you present your analysis, in terms of grammar, syntax, spelling, organization, and clarity. There will be no credit for late papers, unless a prior agreement has been made. It is your responsibility for obtaining handouts, class notes, and assignments. If you are absent, arrangements need to be made with a classmate to obtain these materials. The structural requirements of the papers are: 1. One half inch margins (1/2”) on both sides 2. Double spaced 3. 12 font type 4. Cover sheet 5. All papers must be submitted through the Canvas class site.

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The Field Project Application Project

The Field Project Application Project is meant to help you apply what you learn in the course to a operation or process that you are familiar with. You should choose a manufacturing or service operation to study. This operation may be at your current place of work or at another conveniently located organization. While there is considerable flexibility in defining the scope of the project to fit your own interests, a typical project would involve the following: Selection of a Manufacturing or Service Operation 1. Define the process, including a flow diagram indicating key steps, information flows and capacities. 2. Measure the performance of the process in terms of CQD (cost, quality, deliver) 3. Evaluate how well the process contributes to the achievement of the company’s competitive strategies. 4. Present a documented plan of action to improve the performance of the process. 5. The goal is to use a metrics set to determine the baseline performance, as well as the improvements made. 6. The focus should be on process efficiency and effectiveness, with customer delight. You should be prepared to hand in a project proposal (no more than two pages) by October 8th, a progress report (no more than two pages) by November 5th, and the full report (Six Page limit) by December 17th. This is a GROUP PROJECT. A minimum of 4 people, to a maximum of 6 people will be formed into groups. The other component of the field application project is a team presentation that will be held at the end of the semester. The grading for the final project is 60% for the paper and 40% for the presentation. Peer reviews will be conducted to insure an equitable division of work. Class attendance and participation in discussions are important parts of your learning and grade. Quality of your contributions is more important than quantity.

Be prepared to present your

analysis and action in a concise, logical fashion. You should be able to refer to specific outside materials and/or case material to support your points. I strongly urge you to form study groups for preparation of cases for class, as this will enhance both your learning and the quality of class discussions. Under no circumstances, however, you should use your notes and papers from other sections or previous years. Missing a Class - If you absolutely must miss a class let me know in advance and submit a two-page executive summary on the case you missed.

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I. MGMT E-5060 Fall 2021 - CLASS, CASE AND READING SCHEDULE (Revised 07/12/21) CL#

Date

Case PROCESS

9/9

Day I. Thurs . Thurs

1

9/2

2

3

9/16

Thurs

Benihana of Tokyo

4

9/23

Thurs ACME Medical Imaging

5

9/30

II. Thurs

6

10/7

Thurs

7

8 9

McDonalds

MANAGING OPERATIONS Paper #1 Due Read: “How to Delight Your Medisys Corp. Service Customers.” Delivery Optimization

Pharmacy Services at CVS III. MANAGING Project 10/14 Thurs Reviews Project Thurs Reviews 10/21

Customer Interface QUALITY Project Reviews Project Reviews

10/28 Thurs Virginia Mason Hospital

LEAN in Healthcare

10

11/4

11

IV. OPERATIONS 11/11 Thurs Cisco Systems On NPI

12

11/18 Thurs

-

11/25 Thurs

13 14 15

Lecture Due Reading ANALYSIS AND CHOICE Introduction Read: “Leading Change” to Operations Service Read: “Process Audit” Processes Average vs. Peak Demand Paper #1 Object Read: “Fix the Process, Not the Problem.” Assigned Oriented Design Field Project Read: “Driving Customer Operations Collaboration Proposal Due Satisfaction.” *** Project Teams ***

Thurs

A Measure of Delight

Sport Obermayer

Thanksgiving Break 12/2 Thurs ZARA Fast Fashion Project 12/9 Thurs Presentations 12/16 Thurs

Quality Management PLANNING Competitive Strategy Managing the Supply Chain

AND

Read: “Staple Yourself to an Order” PRODUCTIVITY

Paper #2 Assigned

Read: “Decoding the DNA of the Toyota Production System” Field Project Read: “A Note on Quality Progress Deming, et al” Report Due AND TECHNOLOGY Paper #2 Read: “Beyond Toyota” Due and “Learning from Projects” Read: “Match Supply & Demand in Service Industry”

Thanksgiving Thanksgiving Break Break New Product Read: “What Customer Introduction Centric Means” Field Final Paper Due 12/16 Application Project Due 5

Harvard Extension School Fall 2021 Operations Management E-5060 Paul Tumolo REV01

The Harvard COOP electronic case pack will include one each of the following articles: HBR Cases: • • • • • • • • • •

9-673-057 9-681-044 9-694-047 9-695-022 9-687-011 9-606-044 9-606-015 4059 GS66 808D04

HBR Articles: • • • • • • • • • •

76608 9-488-037 90411 96511 92411 UO180A FO207D CMR328 99509 RO704H

TITLE Benihana of Tokyo McDonald’s A Measure of Delight: The Pursuit of Quality Sport Obermeyer A Note on Quality : The Views of Deming, Juran, and Crosby Virginia Mason Medical Center Pharmacy Services at CVS Medisys Corporation Cisco Systems Collaborating on NPI ACME Medical Imaging TITLE Match Supply and Demand in Service Industries Leading Change Fix the Process, Not the Problem Beyond Toyota: How to Root Out Waste Staple Yourself to an Order What Customer Centric Means Driving Customer Satisfaction How to Delight Your Customers Decoding The DNA of the Toyota Production System Process Audit

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Reserved for Changes

Harvard Extension Policy on Academic Honesty: You are responsible for understanding Harvard Extension School policies on academic integrity (https://www.extension.harvard.edu/resources-policies/student-conduct/academic-integrity) and how to use sources responsibly. Not knowing the rules, misunderstanding the rules, running out of time, submitting the wrong draft, or being overwhelmed with multiple demands are not acceptable excuses. There are no excuses for failure to uphold academic integrity. To support your learning about academic citation rules, please visit the Harvard Extension School Tips to Avoid Plagiarism (https://www.extension.harvard.edu/resources-policies/resources/tips-avoidplagiarism), where you'll find links to the Harvard Guide to Using Sources and two free online 15minute tutorials to test your knowledge of academic citation policy. The tutorials are anonymous open-learning tools. Harvard Extension Policy on Accessibility: The Extension School is committed to providing an accessible academic community. The Accessibility Office offers a variety of accommodations and services to students with documented disabilities. Please visit https://www.extension.harvard.edu/resourcespolicies/resources/disability-services-accessibility for more information.

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