Summary of Production Theory
Summary of Production Theory
Production Theory
Going “Beyond the Curves”: Current Production Issues and Challenges for Today’s Managers
The heart of the economic theory of production can be expressed as production curves showing the
relationship between inputs and output. But the intensity of current global competition often requires
managers to go beyond these curves. Being competitive in production today mandates that today’s
managers also understand the importance of speed, flexibility, and what is commonly called “lean
manufacturing.”
Speed of production is required because rapidly changing technology renders products on the
market obsolete very quickly and because today’s consumers often change their tastes and preferences at
the same fast pace. These “supply side” and “demand side” changes are quite evident in the world of
consumer electronics, in particular the market for mobile devices such as smartphones and mobile
phones.
Some important aspects of the lean approach are (1) kaizan, or continuous Improvement events;
(2) the elimination of muda (Japanese for “waste”); and (3) the 5 S’s. Examples of muda are:
1. Overproduction
2. Waiting (underutilization of assets affects downstream production)
3. Unnecessary movement of materials (wastes time and increases chances of handling damage)
4. Extra processing (extra operations such as rework, preprocessing, handling, or storage)
5. Inventory
6. Motion (unnecessary motion)
7. Defects
Where:
Q = number of calls.
X = variable input (this includes call center representatives and the complementary hardware such as PCs,
desks, and software if site licenses are sold on a per-user basis).
Y = fixed input (this includes the call center building, hardware such as servers and telecommunications
equipment, and software site licenses up to the designated maximum number of users).
Using this basic production function, it is possible to consider a number of applications of concepts.
The following are offered as examples.
Three Stages of Production: Stage I could be a situation in which there is so much fixed capacity
relative to number of variable inputs that many representatives sit around idle, waiting for calls to come
in. Stage II could be a situation in which representatives are constantly occupied and callers are
connected to representatives immediately after the call is answered or are kept waiting no more than a
certain amount of time (e.g., 3 minutes). If callers are kept waiting for longer than 3 minutes, the call
center manager might consider adding more call center representatives. Stage III could be a situation in
which callers begin to experience a busy signal on a more frequent basis or call representatives may
begin to experience a slower computer response or more frequent computer “down times.” These are
all technical manifestations of overloaded computer processing power or transmission capacity (i.e.,
insufficient bandwidth).
Input Combinations: A number of input combinations could be considered in the operation of a
call center. To begin with, there is the location trade-off in which the productivity of call center
representatives in two or more locations might be considered relative to the cost of each representative
(including wages, training costs, costs associated with turnover rates, etc.).
Returns to Scale: One can well imagine that a call center would be amenable to Increasing
returns to scale. This is evidenced by the number of smaller companies who outsource their operations
to companies that specialize in call center operations. These “third-party” vendors are able to provide
call center services at a lower cost to the company mainly because their size enables them to take
advantage of increasing returns to scale.