管理学学习资料：robbins_mgmt11_im19.docVIP

Chapter 19 Managing Operations Every organization “produces” something, whether it’s a good or a service. This chapter focuses on how organizations do that through a process called operations management. We also look at the important role that managers play in managing those operations. Focus on the following learning outcomes as you read and study this chapter. LEARNING OUTCOMES 19.1 Explain the role of operations management. 19.2 Define the nature and purpose of value chain management. 19.3 Describe how value chain management is done. 19.4 Discuss contemporary issues in managing operations. A MANAGER’S DILEMMA As your students have learned throughout this course, organizational success in today’s highly competitive marketplace is based on effective and efficient management of all available resources. In their study of Chapter 19, students will have an opportunity to gain a fundamental understanding of important principles of operations management, which encompasses both manufacturing and services. “A Manager’s Dilemma” describes the challenges faced by Hyundai Heavy Industries Inc. at their ship building plant in South Korea. The facility, which covers miles and can build over 30 ships at a time, relies on a steady stream of data including the tracking of parts and progress of subcomponents. Hwang See-young, chief information officer at Hyundai Heavy, is responsible for a system that combines data sensors, a 4g network, and employee laptops to make sure that production runs smoothly. This system also has the capabilities to host video conversations with employees in offices over a mile away. In the future, Hyundai Heavy plans to implement their technology in its other construction divisions. Students are asked to picture themselves as the manager in charge of implementing this plan. They should consider the value provided by these new systems. Employees have instant access to the location of parts. Managers don’t have to waste time walking around checking