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所在平台: Coursera |
课程主页: https://www.coursera.org/learn/driving-operational-performance
课程评论：没有评论
课程名称：提升运营绩效 课程概述：在我们的《提升运营绩效》课程中，您将提升运营管理技能，建立在《运营管理导论》的基础上。本课程由著名的特尔维希教授主讲，深入探讨先进的运营概念，帮助您分析和优化复杂的流程。您将通过实践性的解决问题和互动的视频讲座，获得增强运营效率的实际见解。 课程大纲： 1. **多流单元的过程分析导论** - 本模块深入探讨高级过程流，重点关注品种处理、设置时间及减产损失。我们将建立在您的基础知识上，分析品种引入的关键影响，尤其是在产品组合的背景下，帮助您更有效地寻找瓶颈。此外，您还将了解隐含利用率的概念，并学会将其作为优化流程的有效工具。 2. **KPI和ROIC树的力量** - 在这一模块中，您将探索实用的技巧，使您能够协调财务和运营方面的因素。核心元素是回报投资资本（ROIC）和关键绩效指标（KPI）树的构建。您将学习如何根据研究的运营构建这些树，并强调确保树中的变量可测量的重要性，以便进行实用分析。敏感性分析将是您的重要工具，帮助您评估各种运营因素对财务成果的潜在影响。 3. **管理等待时间** - 本课程模块探讨等待的科学，理解等待时间的管理至关重要。我们将首先介绍瞬态队列的概念，提供队列理论的宝贵见解。接着，我们将研究使客户等待体验更愉快和业务更高效的策略。可变性在流程流中的重要性也将被重点讨论。您将学习区分季节性和可变性，并有效规划应对复杂性的方案。此外，容量管理在等待时间管理中至关重要，您将获得平衡客户满意度和资源效率的实用知识。最后，我们将深入探讨等待时间管理中关键的排队时间公式，帮助您掌握影响等待时间的因素及其管理工具。 4. **预测和减少损失** - 本模块聚焦于客户流失的计算，强调“缓冲或受苦”的重要性。理解和量化客户流失是本模块的核心，影响运营决策。您将掌握寻找客户流失概率的基本技能，并了解影响该概率的因素和变量，从而做出减少客户流失的明智决策。我们还将深入探讨链式策略，它结合了汇聚的优势与更低的投资，帮助提升运营效率，降低潜在损失。此外，您将学习计算为有效管理可变性带来的挑战而需要的缓冲策略，这是保持运营稳定和保证顺畅客户体验的关键。 通过本课程，您将获得提升运营绩效的全面知识与技能。
Name:Introduction to Process Analysis with Multiple Flow Units
Description:In this module, we delve into the intricacies of advanced process flows, explicitly focusing on handling variety, setup times, and attrition (yield) losses. Building upon your foundational knowledge, we'll explore the critical implications that variety introduces into process analysis. Key insights will be gained, particularly in the context of product mix, as we guide you in searching for bottlenecks more effectively. Additionally, you'll discover the concept of implied utilization and how it can be a valuable tool in optimizing processes.
Name:The Power of KPI and ROIC Trees
Description:Throughout this module, you'll explore practical techniques that empower you to harmonize financial and operational aspects. One of the central elements of this module is the exploration of Return on Invested Capital (ROIC) and Key Performance Indicator (KPI) trees. You'll gain insights into how to construct these trees in a manner specific to the operations you are studying. Furthermore, we emphasize the importance of ensuring that the variables within these trees are measurable, requiring accessible data for practical analysis. Sensitivity analysis will be a vital tool in your toolkit, allowing you to assess the potential influence of various operational factors on your financial outcomes.
Name:Managing Wait Time
Description:In this lesson, we delve into the ubiquitous aspect of waiting and explore the science behind studying waiting times. Waiting is an undeniable part of our daily routines, and understanding it is crucial. We'll start by delving into the concept of a transient queue, offering you valuable insights into this essential aspect of queue theory. Our journey continues as we investigate strategies to make the waiting experience less painful for customers and more efficient for businesses. Variability, a significant factor in process flow, takes center stage in this module. We'll guide you in distinguishing between seasonality and variability, empowering you to plan effectively for the complexities that variability introduces. Capacity management plays a pivotal role in managing waiting times, and you'll gain practical knowledge on balancing customer satisfaction and resource efficiency. We'll explore methods for aggregating variability by sharing the risk across multiple resources, assigning priority levels, and influencing the perception of waiting time, all of which contribute to a smoother customer experience. Lastly, we'll delve into the Time in Queue formula, emphasizing its critical importance in waiting time management. By the end of this lesson, you'll understand the factors influencing waiting times and the tools to manage them effectively.
Name:Predicting and Reducing Loss
Description:In this lesson, we dive into the central theme of computing customer loss, emphasizing the imperative concept of "buffer or suffer." Understanding and quantifying the loss of customers is the linchpin of this module, as it plays a pivotal role in operational decision-making. We begin by equipping you with the essential skills to find the probability of customer loss. You'll gain insights into the factors and variables contributing to this probability, enabling you to make informed decisions to minimize customer attrition. Chaining, a strategic approach that combines the advantages of pooling with a lower investment, will be explored in-depth. You'll discover how to harness the benefits of this method to enhance operational efficiency and mitigate potential losses. Furthermore, this lesson will empower you to calculate the buffer required to effectively manage the challenges introduced by variability. Buffer strategies are vital in maintaining operational stability and ensuring a seamless customer experience, making this lesson an essential component of your operational toolkit.
Elevate your operational management skills with our Driving Operational Performance course, building upon the foundations laid in the Introduction to Operations Management. Led by the renowned Dr. Terwiesch, this course provides an in-depth exploration of advanced operational concepts, equipping you with the tools to analyze and optimize complex processes. You will gain practical insights into enhancing operational efficiency through hands-on problem-solving and engaging video lectures. In this
