Operational Management

Goals of operational management

There are multiple goals businesses aim to meet through operations management. The main objectives include:

1. Improving customer service to increase brand loyalty, word-of-mouth promotion and efficiency.

2. Allow for effective quality management and notice quality issues before they reach the customer.

3. Work effectively with suppliers and optimise supplier relationships.

4. Improve capacity utilisation to optimise maximum capacity and reduce costs.

Functions of operations management

Through operations management, businesses can evaluate their operational performance.

Operational performance can be evaluated through operational metrics.

Improving operational performance can be done by the operations management process of setting clear goals, analysing performance, making decisions based on the analysis, and evaluating future actions to take. Let's take a look at those steps

Setting goals

In order to improve operational performance, a company has to set operational objectives. This is important because it allows the company to see whether it has met the set targets and evaluate what it should do differently in the future if these targets are not met. These objectives, like all other business objectives, should be achievable and measurable. The main operational goals include:

• Setting cost targets like lowering unit costs.

• Setting quality targets like increasing customer loyalty.

• Setting response targets like increasing capacity utilisation.

• Improving flexibility like reducing delivery time.

• Improving dependability, like improving brand loyalty.

• Setting environmental targets like lowering emission rates.

Analysing operational performance

In other words, it's an analysis of how efficiently the organisation turns inputs into outputs. The analysis process includes collecting data on current operational performance and transforming this raw data into useful information that management can use to make informed decisions.

The type of data, or operational metrics, that can be used for analysis include indicators like:

• Average response time

• Employee absenteeism

• Employee satisfaction

• Customer satisfaction

• Number of product defects

• Machine downtime rate

• Lead conversion ratio

• Operating profit margin

These rates are then used to evaluate how projects are performing and whether previous problems have been addressed sufficiently. Operations performance indicators also measure the overall efficiency of the entire production process.

Actions to take / decisions

Once the analysis is complete, there are a number of decisions operations managers have to make regarding the improvement of operational performance. Areas to consider include operations and production efficiency, quality management, and inventory and supply chain management.

Increasing efficiency and productivity

Operational efficiency can be measured by comparing the profits earned by the company in relation to its operational costs. The goal here for operation managers is to maximise profits, whilst decreasing all costs associated with operating the business.

It can be measured by either the output of an employee (ie output per hour), by the output of machinery or by the unit cost of a finished product. This measurement is important because it helps management understand whether the production process is optimised or whether there are areas of operation in which the company could improve efficiency. For example, production efficiency can be increased by investing in new (more efficient) technology, which increases a machine's output per hour.

Improving quality

Improving quality is another important factor in operations management. Key indicators of quality include reliability, functionality, consistency, and the durability of a product. The role of quality control is to make sure that all products follow a certain production process and meet the standards set by the company and expected by end consumers. Methods of quality control include total quality management (TQM), which assures that there are no product defects; quality assurance which makes sure all stages of the production process lead to high-quality products; in addition to those regulations set by the government. These processes ensure the safety of both employees and customers.

Managing inventory and supply chains

Effective management of inventory and supply chains also leads to more efficient operations. The main goal of optimal operations is to match the supply of products to customer demand. This can be achieved by outsourcing, using part-time employees or producing to order.

This means that costs can be decreased, as overproduction and waiting time is also decreased, increasing production efficiency and overall operational performance.