Chris Jarvis 1

mg2066

Managing Efficiency, Processes & Productivity

Chris Jarvis 2

mg2066

Work Study

generic term for management services and system engineering techniques, used to investigate methods of performing work (method study) and

improve its efficiency and economy the time taken to do it (work measurement) with a view

to rationalization, routinisation, utilisation, cost and incentive improvement

the worker-work system-technology relationship: how this is best designed and improved (ergonomics and the human-machine-information interfaces)

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Productivity

a measure of performance.

broadly a ratio of output to input, i.e. comparing amount produced (output) with resources used (input)

materials, machinery, labour, capital, energy --- a combination

What improvements have there been over the last 50 years in construction productivity payroll processing Car servicing banking

How do we evaluate productivity levels and identify areas for improvement?

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A work study curriculum - 1

historical development & commitments of Work Study

basic concepts, objectives and procedures

Method Study approaches and tools of Method Analyst Flow Diagrams & Process Charts etc

Critical questioning techniques

Work Measurement and calculating times for Jobs Defining job elements & calculating

performance rating and standard/basic times

Determining allowances: fatigue, unavoidable & avoidable delays, extra allowances

various incentive plans

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A work study curriculum - 2

examining worker-machine relationships workload & line balancing & staff/machine inefficiencies material handling, human controls, tools and devices Workstation layout & design (EU work-station directive) Occupation Health & Safety:signals, reaction times, eyes, backs,

RSI safety criteria, preventing accidents

Ergonomics & human-machine-environment interfaces use of visual displays for dynamic information Designing for: lighting systems, industrial noise, thermal controls,

vibration etc

Systems analysis the human-machine information system data capture and processing design of the user interface

Business process re-engineering (BPR)

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System relationships

ProcessanalysisProcessanalysis

Method study

Method study

PlantlayoutPlantlayout

Incentiverewards

Incentiverewards

TimestudyTimestudy

JobsJobs

Work breakdowns

Work breakdowns

standard times

standard times

Engineer workflows Engineer workflows

Design work station & information arrangementsDesign work station & information arrangements

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Nature of the Theory

organised common sense, human ingenuity & creation of tools

functional and assumed to be neutral/unemotional

critical questioning & taking nothing for granted

focus on efficiencies, utilisation and costs

predictability and control over quality

maximise use (utilisation) of compliant labour & capital - unit costing

machine & economic man vs. social/sentient

Separation of

worker from means

of productionSeparation of

worker from means

of production

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Opposition to Work Study

All work is different - idiographic vs/ nomothetic

Large firm/employer and large engineered systems only

Work study is obsolete

It is exploitative of workers

It has never been and never will be accepted here

Is this so? What is

the evidence of work

study in the world

around you

Is this so? What is

the evidence of work

study in the world

around you

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Pioneers of efficiency measurement & systems

Gunpowder manufacture

Chinese ceramics industry

Adam Smith observations of French - pin making

Pioneers of agrarian and industrial revolutions

Abraham Derby & Josiah Wedgwood

Madame Guillotine, Springfield Rifle

F W Taylor at Bethlehem Steel work

Henry Gantt

Frank and Lillian Gilbreth Time and motion study

Charles Bedaux Work measurement

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Methods, times and systems for performance

improve methods - get it right: Method study

O & M & Ergonomics

Industrial & systems engineering

define & maintain work standards

incentive schemes e.g. piece work & measured day work

human-computer interface & systems analysis & design

rationalisation, automation & substitution of machine technologies for people

Braverman and de-skilling inthe labour processBraverman and de-skilling inthe labour process

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Method study

Select job/process to be examined & observe current performance high process cost, bottlenecks, tortuous

route, low productivity, erratic quality

Record & document facts activities performed

operators involved - how etc

equipment and tools used

materials processed or moved

apply critical examination - challenge job components & necessity (purpose, place, sequence, method).

develop alternative methods & present proposals

document as base for new work system

Install, monitor (slippage) & maintain

Process re-

engineering?

Risk assessment for

safety?

Process re-

engineering?

Risk assessment for

safety?

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ASME Symbols and Process Charting

Operation

Move

Delay

Store

Inspect/process

Decision

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Traditional O&M critical examination questions

Purpose What, Why, What else might &

Should be done ?

Place Where, Why, Where else & Where

should it be done ?

Sequence When, Why then, When else could

& When should ?

People Who, Why, Who else might &

should do it?

Method How, Why, How else could, How

else should

a sound reason for every activity

no assumptions so double check

quality, safety and health must not compromised

a sound reason for every activity

no assumptions so double check

quality, safety and health must not compromised

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Other types of process modelling

multiple activity charts

string diagrams

3-dimensional models

recording methods - video,etc

computer-based modeling

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Measuring Work

Why define/measure work? standard, reliable methods

control performance & quality

obtain predictability

defined labour costs & performance

set pay rates & provide data for effort-reward relationship

Why set standard times assumptions about competent,

motivated workers

be clear about "allowances" & fatigue

Toyota Avensis 10000 mile service

MOT testing Service times & queue

management Banks Airline check-in Call centres Out-sourcing & service

level agreements Work-load balancing Work related bonuses

Toyota Avensis 10000 mile service

MOT testing Service times & queue

management Banks Airline check-in Call centres Out-sourcing & service

level agreements Work-load balancing Work related bonuses

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Work Measurement

techniques to establish the time for a qualified, motivated worker to carry out a task at a defined rate of working.

time Study: establish standard times - management knowledge

rate operator performance - criteria for appraisal

gather information to calculate production capabilities & data for capacity planning.

define/cost work content of finished goods and services e.g. for charging & estimating

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A Time Study

select job & identify the work tasks

check the method - is it efficient/agreed?

start a Time Study sheet & break work task into "units"

several times with a stop watch & for a sample of workers, time measure completion times for each unit of work in the job sequence average for each worker determine & apply worker effort rating for each worker (BSI scale) Apply fatigue, personal & other allowances

From the observation data (worker average times) calculate standard time for the task

Assumes: set sequence, routine work cycle (all workers), little discretion, 100% effort rating - trained/qualified, motivated/committed, working at normal pace & not fatigued

Fix standard time and enter into measured work manual/database

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Example standard time calculation

Element Basic time Relaxation % Effort % Standard time

1 2.50 +10% 110% 3.03

2 4.80 + 5% 110% 5.81

3 3.60 + 15% 110% 4.55

Standard time Total 13.39 minutes

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Incentive Schemes

What are incentives?

Effort-reward relationships

Economic orientation & motivation Time rates of pay &

assumptions/requirements

Piecework

Measured day work

Group Schemes

Incentive scheme problems

Criticism and prevalence

cost savings ? economy of operation ? easily understood ? maintain safety standards ? equitable to all ? control and improve

effectiveness & standards ? common goal ?

cost savings ? economy of operation ? easily understood ? maintain safety standards ? equitable to all ? control and improve

effectiveness & standards ? common goal ?

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Process Analysis and BPR

Management services & business process re-engineering

how work is done & data for planning, staffing & control functions.

applied across a wide range of industrial/commercial activity: manufacturing, office, service industries, facilities layout, materials handling, logistics, IT and IS

Identify process components & interrelationships (inputs, processes/transformations, rules, outputs, interfaces

break down the process into its logical sub processes (work breakdown structure)

map using process flow charts etc

describe the business process & jobs at sub process levels

document for: capacity planning, quality (zero defects & process orientation, inspection), operator intervention, safety, accounting/cost, planned maintenance, JIT purposes

Clearly represented

in the development

and adoption of on-

line computer

systems

Clearly represented

in the development

and adoption of on-

line computer

systems

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From Work Study to Systems Analysis and Design

Informationmodelling Analysis

& designSocio-tech

Human activity

Keep in mind

Our focus

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Implement•Fine-tune•Conversion•Training•Cut-over

Implement•Fine-tune•Conversion•Training•Cut-over

Build & test•databases•programs•HCI•Hardware

Build & test•databases•programs•HCI•Hardware

Design•databases•programs•HCI•Hardware•security

Design•databases•programs•HCI•Hardware•security

DesignSpecificationDesignSpecification

Analysis, Design, Build Projects

BusinessSituation &Information ProcessingRequirement

BusinessSituation &Information ProcessingRequirement

Feasibility• Technological

• Financial• Organisational

Feasibility• Technological

• Financial• Organisational

Analysis•data flows•d-structures•events

Analysis•data flows•d-structures•events

BSOs, TSOsRequirementsBSOs, TSOsRequirements

New system•Add modules•Review performance

•Devel. Team dispersed

•Maintenance

New system•Add modules•Review performance

•Devel. Team dispersed

•Maintenance

AcceptContinuity contracts

AcceptContinuity contracts

Contribution/VfM?Contribution/VfM?

PrototypingPrototyping

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System Development Costs

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Modelling the Information System

Our 'model' of the information system

Input- triggers activities

Requirements•information processing functions

•data to store

Outputto activities

which use the processed

information

Data items

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Data Flow Modelling (DFDs)

Data flows across the system boundary & within the system

Processes (functions that process data)

Data stores

Sources/sinks (external entities)

Functional decomposition (levels & modularisation)

Do not show Time (when things happen & sequence)

Decisions (see process specification)

System boundary

Diagrams - better than narrative

CASE tools to draw and record details

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Context DFD - Level 0

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Level 1 DFD

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DFDs - Levelling

Consistency of data flows between levels.

Are the diagrams consistent?

Consistency of data flows between levels.

Are the diagrams consistent?

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Logical Data Modelling

data captured by the system

Analyse the data entities, attributes and relationships Entities

things (physical or conceptual) of interest that the system needs to store information about.

AttributesThe data items stored in each occurrence of an entity

Relationshipshow the data in one entity may be related (for functional purposes) to another)

Create database schema for developers and DB managers system processes use the data - jobs, calculations, reports maintain the access rules, security and integrity of the data

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Events acting on data

appliesapplies

interviewedinterviewed

final accept/rejectfinal accept/reject

enrols/paysenrols/pays

assessedassessed

graduatesgraduatesleavesleaves

Identify all processes•Map against the LDM•Data updates•Referential integrity & validation•Menus, screens, reports

Identify all processes•Map against the LDM•Data updates•Referential integrity & validation•Menus, screens, reports

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Example: Dabbs plc

Customers place sales orders

A single order may contain several products

Each customer is in one of 500 areas

Each customer is serviced by one of 6 depots

Each customer is allocated a depot depending on their area location

All products are stocked at all depots

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Entity occurrence - 1

Entity: Footballer

Occurrence: David Beckham

Attributes DOB, height, weight, position, skills, goals scored, next of kin,

address, salary, contract dates, sending-offs, number of international caps

Relationships with Games, team sheets, payments, club TV appearances,

insurance policies, contracts, agents, injuries, treatments

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Entity occurrence - 2

Entity: Patient

Occurrence: Chris Woodhead

Attributes Name, age, address, NHS number, allergies, next-of-kin,

{medical conditions}, {treatments}, private health care

Relationships with Treatments, appointments, medical conditions, allergies, GP,

clinics, medical staff, private health payments