运营管理《能力管理》

Returning to the Belomt case:Assuming an eighthour day and assuming that the inspection lines are in fact the bottlenecks ,we can say that the capacity is 188.57cars per hour or 1508 cars per day
The problem
Capacity as ameasure of out put And fixversus variable capacity
张家豪 40906101
Capacity as ameasure of out put(能力是对输出的一种衡量)
The dictionary of capacity:
fixversus variable capacity
（固定能力与可变能力）
Capacity we usually mean the fixed or installed capacity of operating system.
What is fixed or what is varabile depends very much on the time horizon
Capacity management in services
朱山荣 40906314
Capacity scheduling ‘How to use capacity?’ 1、staffing 2、case management 3、material management
Value 1、cost 2、waiting time 3、quality of service (perceived) experience
Capacity management
Definition:
Capacity management is an enterprise management activities, for the better implementation of all the production schedule, limits or levels of building productive capacity and measurement, monitoring and adjusting functions
能力管理是指企业管理活动中，为更好地执行所有的生产 进度安排，建立生产能力的限额或水平并对其进行度量、 监控及调整的职能
capacity
① Incentive 激励能力 ② Control emotions 控制情绪的能力 ③ Communication and coordination 沟通协调能力 ④ Plan management 计划管理能力 ⑤ Identification 辨识能力
Capacity as part of the service concept
刘倩琳 40905420
Capacity as part of the service concept
The imbalances in capacity and demand are visible to customers and will affect them.
When the capacity is limited excess in capacity
In many instances, capacity may be seen as part of the product.
Example：
The atmosphere in a football stadium is very much influenced by the number of people in the stadium relative to its capacity. The experience and therefore the ‘product’ in a restaurant that is only one-third full is a different experience from that in a restaurant that is close to its effective capacity.
Belmont
Belmont was the largest city and the capital of the country. 11 inspection lines. About 260 000 cars registered in Belmont. Roughly 20% were repeat visits. Opening hours: 8:00am-4:00pm 50 weeks per year.
Inspection of car emissions
Since 1 July 1992, the emission norms had become much more severe in an attempt to reduce the ozone concentration in summer. Every large metropolitan area only one specialized emission-control centers. Karel Verschaeve was the general director of all inspection centers.
However, the decisions are not strictly sequential; there is usually a high level of interaction between these two levels.
然而，决策不是严格按照这种顺序作 出的，在这两个决策上通常有一个很 高程度的相互作用。
能力排定 ‘如何利用能力?’ 1、职员安排 2、状况管理 3、物资管理
价值 1、成本 2、等候时间 3、服务质量（感知） 体验
服务理念
能力规划 ‘可利用多大的能力？’ 1、人员 2、设备 3、基础设施 消费者 1、价格 2、消费者满意 需求管理 1、需求模式 2、适当的政策 3、分割
Two decisions: 1、How much capacity to make available 可利用多 大的能力 (=capacity planning 能力规划) 2、How to utilize the existing capacity 如何利用现有 的能力(=capacity scheduling 能力排定)
Service concept
Capacity planning ‘How much capacity to Make available’ 1、personnel 2、equipment 3、infrastructure Customer 1、price 2、customer satisfaction Demand management 1、demand 2、appropriate policy 3、segmentation
The Belmont case
李怀 40906325
The Belmont case
The problem Karel Verchaeve was coming to the conclusion that something had to be done about the capacity of his car-emission inspection stations. Because the Ministry of Transport had even forwarded him a couple of letters of complaint.
'the ability to hold,receive,store or accommodate acertain volume'
This definition of capacity is inapproapriate in most organizations for a variety of reason:
Cost of waiting in not known Customer is turned away
Obຫໍສະໝຸດ Baiduectives
buy the end of this class,you should understand : The specific nature of capacity management in services and why it is important Given a certain demand pattern,ways of determining how much capacity to make available
1.It refers to capacity of input resources (它所指的是输入资源的能力) 2.Service times are frequently inherently variable (服务时间经常具有内在变化性) 3.The traditional input resources definition of capacity lacks the time dimension (对能力的传统输入资源定义缺乏时间维度)
Chapter 15 capacity management
刘春燕 40905419
Content
Introduction
Capacity and capacity management
Capacity,service level and waiting
Capacity planning
Cost of waiting is known
These two question are hierarchically （adv. 分层次，分等级 地 ）related-that is, the answer to the first question is the starting for the second. This problem can also be considered within the framework of differentiating（adj. 微分的 ） time horizons . The first question poses a capacity problem in terms of a long-term horizons. This restricts the shorter time-horizon capacity problem with which the second question is concerned.
That must be kept in mind when managing capacity in services.
Intangibility(无形性), for instance, means that services cannot be stored. Excess capacity cannot be utilized when there is no demand. Excess capacity is lost when the demand is not. Output cannot be put into stock sold later. Simultaneity（同时性）also means that inventories cannot be used to balance supply and demand or-even better-to absorb demand fluctuations. This is the case both for seasonal and random fluctuations in demand.