Fulfilling Customer Needs: A Practical Guide to Capacity Management
An outstanding practical guide to capacity management --a detailed blueprint for organizational excellence and maximum customer satisfaction.
Being competitive in today's marketplace means understanding the customer's expectations and providing products and services on target --the first time, every time. This book shows how to use the knowledge and skills of capacity management to do just that, with a systematic presentation of the principles and tools needed to manage resources and operational capacity effectively.
Beginning with techniques for hearing and answering the "voice of the customer," the book explores the essentials of capacity planning, from work flows and scheduling to cost estimating and budgeting. Next is an in-depth examination of resource management --how to make the most of materials and supplies, facilities and equipment, operations layout design, and more --plus a complete methodology for process capacity planning and control. Finally, all of these elements are combined in an integrated model for optimizing the performance of the organization.
Written to guide managers and production staff through the capacity planning and management process on a day-to-day basis, this book is an invaluable aid in transforming theory into real-world results.
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5.2 Low Pressure 5.4 High Pressure bill of materials Brazing Breakdown Structure Business process reengineering calculated capability characteristics common cause variation Competitive Edge Compute and Draw control chart cost Customer Performance Model customer satisfaction decision design requirements determine downtime draw the process Economic Order Quantities enterprise equipment establish evaluate Failure Rate flowchart function goals High Pressure Test House of Quality identify implementation improvement input inventory Kanban layout Low Pressure Test lower control limit maintenance material matrix measure ment MTBM nonconforming number failing organization output phase points Pressure Test Inspection process average process control process data sheet process reengineering product or service products and services profit Quality Function Deployment sample schedule special cause special cause variation specific Statistical Process Control Step supplier Systems per Hour tasks test sets tion tomer understand variability vision Yield