Business Information Systems and Operations Management Department
The Belk College of Business Administration
The University of North Carolina at Charlotte
Charlotte, NC 28223
Ph: (704) 687-7653, Fax: (704) 687-6330
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Family and/or friends
BSME, MBA, PhD Operations Management
Married to Lisa Smith for 18 years, three cats.
Operations Management, MBA, Undergraduate (UG)
Topics in Management Information Systems (PhD)
Quantitative Analysis and Business Statistics, MBA
Service Operations Management, UG
Production Planning and Control, UG
Research and Consulting
Supply Chain Management
Applications of Artificial Intelligence to Operations Management
Very happy to be in Monterrey.
What is operations management?
Operations management (OM) is defined as the design,
operation, and improvement of the systems that create and
deliver the firm’s primary products and services.
OM is management of processes that produce and distribute
products and/or services to customers.
OM objective is make sure that the processes work effectively and
What is the difference between effectiveness and efficiency?
Efficiency: producing something at the lowest possible cost
Effectiveness: doing the right things to create the most value for
What is value?
quality divided by price
Typical Operations Decisions and Their
Broad scope, long term
Moderate scope, medium term
Narrow scope, short term
Inputs Use resources Outputs
What is a Service and What is a Good?
Physical output (tangible) of process Good
If you drop it on your foot, it may hurt you
Intangible process Service
If you drop it on your foot, it won’t hurt you
McDonald’s is in Service or Manufacturing sector?
Every organization is in the service business, T or F?
OM in the
Core services are the basic things that
customers (internal or external) want from
products they purchase (quality, on time
delivery, price (cost), etc.)
Somewhat easier to emulate or copy
Performance Objectives Quality
Flexibility Operations Speed
Price (or cost
Value Added Services
Value-added services differentiate the
organization from competitors and build
relationships that bind customers to the
firm in a positive way (sales and field
support, problem solving, etc.)
Significantly more difficult to copy and
Value-Added Service Categories Solving
Operations Sales Support
Case: Fast-Food Feast, p. 21
Please read this very short case and visit McDonald’s
and one more fast-food restaurant.
You do not have to eat there but make sure to observe
as much as possible how they prepare their meals
using the seven questions listed on page 21.
Also, please read the article “McDonald's focus flips
back to fast”
What do these different fast food restaurants sell?
Does each of them sell something different?
What is different about the operations of these
Processes, Technology, Service Speed, Capacity, Flexibility
How do these stores make hamburgers?
Did you notice any differences?
What are sources of variability that these stores must
How do these businesses ensure quality?