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21問 • 1年前

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WHAT IS PROCESS DESIGN? To 'design' is to conceive the looks, arrangement, and workings of something before it is created. In that sense it is a conceptual exercise. Yet it is one which must deliver a solution that will work in practice. Design is also an activity that can be approached at different levels of detail. One may envisage the general shape and intention of something before getting down to defining its details. This is certainly true for process design. At the start of the process design activity it is important to understand the design objectives, especially at first, when the overall shape and nature of the process is being decided. WHAT OBJECTIVES SHOULD PROCESS DESIGN HAVE? The whole point of process design is to make sure that the performance of the process is appropriate for whatever it is trying to achieve.

design

is the rate at which units emerge from the process, ie. the number of units passing through the process per unit of time.

throughput rate (or flow rate)

is the average elapsed time taken for inputs to move through the process and become outputs.

Throughput time

is the proportion of available time that the resources within the process are performing useful work.

The utilization of process resources

are those which deal with discrete, usually highly customized products. Often the timescale of making the product or service is relatively long, as is the interval between the completion of each product or service. So low volume and high variety are characteristics of project processes.

Project processes Project processes

also deal with very high variety and low volumes. Whereas in project processes each product has resources devoted more or less exclusively to it, in jobbing processes each pro duct has to share the operation's resources with many others. The resources of the operation will process a series of products but, although all the products will require the same kind of attention, each will differ in its exact needs.

Jobbing processes Jobbing processes

can often look like jobbing processes, but batch does not have quite the degree of variety associated with jobbing. As the name implies, each time batch processes produce a product they produce more than one. So each part of the operation has periods when it is repeating itself, at least while the 'batch' is being processed. The size of the batch could be just two or three, in which case the batch process will differ little from jobbing, especially if each batch is a totally novel product.

Batch processes

are those which produce goods in high volume and relatively narrow vanety - narrow. that is, in tems of the fundamentals of the product design.

• Mass processes Mass processes

s are one step beyond mass processes insomuch as they operate at even higher volume and often have even lower variety. They also usually operate for longer periods of time. Sometimes they are literally continuous in that their products are inseparable, being produced in an endless flow.

¿ Continuous processes Continuous processe

are often associated with relatively inflexible, capital-intensive technologies with highly predictable flow.

Continuous processes

are defined as high contact organizations where customers spend a considerable time in the service process. Such services provide high levels of customization, the service process being highly adaptable in order to meet individual customer needs. A great deal of staff time is spent in the front office and contact staff are given considerable discretion in servicing customers. Professional services tend to be people-based rather than equipment-based, with emphasis placed on the process (how the service is delivered) rather than the 'product' (what is delivered). -

Professional services Professional services

are characterized by levels of customer contact, customization, volumes of customers and staff discretion, which position them between the extremes of professional and mass services. Service is provided via mixes of front and back-office activities.

Service shops Service shops

have many customer transactions, involving limited contact time and little customization. Such services may be equipment based and 'product-oriented, with most value added in the back office and relatively little judgment applied by front-office staff. Staff are likely to have a closely defined division of labour and to follow set procedures.

Mass services

t. The term_________ became established in 1911 with the publication of the book of the same name by Fredrick Taylor (this whole approach to job design is sometimes referred to, pejoratively, as Taylorism).

Scientific management

is concered primarily with the physiological aspects of job design. Physiology is about the way the body functions. It involves two aspects: firstly, how a person interfaces with his or her immediate working area: secondly, how people react to environmental conditions. ______ is sometimes referred to as human factors engineering or just 'human factors.

Ergonomics

Some of the job characteristics that are held to have a positive effect on job satisfaction are as follows. -

Job rotation If increasing the number of related tasks in the job is constrained in some way, for example by the lechnology of the process, one approach may be to encourage job rotation. This means moving individuals periodically between different sets of tasks to provide some variety in their activities. - Job enlargement The most obvious method of achieving at least some of the objectives of behavioral job design is by allocating a larger number of tasks to individuals. If these extra tasks are broadly of the same type as those in the original job, the change is called job enlargement. & Job enrichment Job enrichment, not only means increasing the number of tasks, but also allocating extra tasks which involve more decision making, greater autonomy and greater control over the job. - Empowerment Empowerment is usually taken to mean more than simple autonomy. Whereas autonomy means giving staff the ability to change how they do their jobs, empowerment means giving staff the authorty to make changes to the job itself, as well as how it is performed. This can be designed into jobs to different degrees. - Team-working A development in job design which is closely linked to the empowerment concept is that of team-based work organization (sometimes called self-managed work teams). This is where staff, often witht.

If increasing the number of related tasks in the job is constrained in some way, for example by the lechnology of the process, one approach may be to encourage job rotation. This means moving individuals periodically between different sets of tasks to provide some variety in their activities.

Job rotation

The most obvious method of achieving at least some of the objectives of behavioral job design is by allocating a larger number of tasks to individuals. If these extra tasks are broadly of the same type as those in the original job, the change is called

- Job enlargement

not only means increasing the number of tasks, but also allocating extra tasks which involve more decision making, greater autonomy and greater control over the job. -

Job enrichment

is usually taken to mean more than simple autonomy. Whereas autonomy means giving staff the ability to change how they do their jobs, empowerment means giving staff the authorty to make changes to the job itself, as well as how it is performed. This can be designed into jobs to different degrees.

Empowerment Empowerment i

A development in job design which is closely linked to the empowerment concept is that of team-based work organization (sometimes called self-managed work teams). This is where staff, often witht.

- Team-working

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Jennie Rose Carpo · 24問 · 2年前

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