All companies need to be more effectively than ever before. In the current financial climate, every dollar invested is important and know that your business is operating efficiently is an imperative need, but as a Manager not always easy to know if the decisions are really the best for your company.

1. Operations Research
J. M. Rivera
Jmrnovo@yahoo.com

2. Operation Research
• All companies need to be more effectively than ever before. In the current
financial climate, every dollar invested is important and know that your
business is operating efficiently is an imperative need, but as a Manager not
always easy to know if the decisions are really the best for your company.
• Operation Research (OR): It is a discipline that deals with the application of
advanced analytical methods to help make better decisions. It is often
considered to be a sub-field of Mathematics. The term management
science and decision science are sometimes used as more modern-sounding
synonyms.
• Employing techniques from other mathematical sciences, such as mathematical
modeling, statistical analysis, and mathematical optimization, operations
research arrives at optimal or near-optimal solutions to complex decision-making
problems.
– Because of its emphasis on human-technology interaction and because of its focus on
practical applications, operations research has overlap with other disciplines,
notably industrial engineering and operations research, and draws
on psychology and organization science. Operations Research is often concerned with
determining the maximum (of profit, performance, or yield) or minimum (of loss, risk,
or cost) of some real-world objective.

3. Operation Research – Information Hierarch
Level Use
Senior Strategic
Management Strategic Planning
Planning and
Junior
Business and Tactical Control
Management
Workforce Operational
Control

4. Philosophies and Methodology
Continuous Improvement
• Operation Research share values with continuous
improvement philosophies and methodology like it;
– Total Quality Management
• Focusing on Deming’s 14 rules
– Kaizen
• Plan, Do, Check, and Act
– Six Sigma
• DMAIC, DMADV and DPSS
– Lean Thinking
• Identify Value and Stream, Flow, Pull and Perfection
– Theory of Constraints
• Identify Constraint, Exploit Constraints, Subordinate processes
and Repeat cycle.

5. Data Analysis
EDW= Enterprise Data Warehouse
• Data analytics (DA) is the science of
examining raw data with the
purpose of drawing conclusions
about that information. Data
analytics are used in many industries
to allow companies and organization
to make better business decisions
and in the sciences to verify or
disprove existing models or theories.
Data analytics are distinguished
from data mining by the scope,
purpose and focus of the analysis.
Data miners sort through huge data
sets using sophisticated software to
identify undiscovered patterns and
establish hidden relationships. Data
analytics focuses on inference, the
process of deriving a conclusion
based solely on what is already
known by the researcher.

6. Operation Research

7. Operation Research

8. Operation Research Logic Structure
High Level
Channel Design Aspect
VOC
Input Workforce
Performance
Management
Management
Activities
Measures,
Forecasting Staffing Scheduling Analysis and
Optimization
Model Approach and
Developmental
Conclusions and
Recommendation
Implementation

9. Operations Research
• Some areas where Operation Research can help;
– Increases competitive advantage
– Reduction cost of operation
– Increase customer (I/E) satisfaction and loyalty
– Optimization of call center operation
• Identify areas for improvement – gaps processes
• Visualize where the problems are and provide a root cause analysis
• Optimize service level
• Simplified processes
• Identify pattern and trend
• Manage and reduce risk
• Improve forecast (e.g. staffing and scheduling & queue wait time)
– Sales - Stimulate the customer to buy more
– Provide management a powerful tool - Dashboard

10. Operation Research- How to start…
Create a presentation to the high level of management
Presents proposal to
create the new division
Set up the guideline for
with cost and benefit
Presents to IT and the new division and
analysis, and operational
EDW the Operation start recruiting:
saving projection. Start operation
Research scope Performance Analyst
Get the approval
Step 1 Step 2 Step 3 Step 4

11. Operation Research Analyst – Job Description
• Performance analysts provide subject matter expertise on organizational performance and
statistical functions. In this role, analysts support systems applications, initiatives, and projects.
Performance analysts' roles are typically self-directed. The position could be performed in a
supervisory or non-supervisory capacity.
• GENERAL DUTIES
– Analysts monitor organizational performance and perform quality control evaluations. They are involved
in departmental projects and corporate initiatives. Performance analysts will review processes,
recommend improvements, increase customer service levels, and reduce operational risks. Analysts build
strong relationships between internal and external customers. They also contribute subject expertise to
team and organizational efforts
• JOB DESCRIPTION
– Possesses great analytical skills and is able to interpret data sets.
– Analyzes current processes and procedures in order to make recommendations to promote effective
operations within and between departments.
– Manages the completion of difficult projects that are broad in nature by following general guidelines and
using creativity and resourcefulness to meet established goals.
– Generates summaries of the analysis and include specific details, trends, agents' behavior, etc.…
– Performs ad hoc analysis of Center Performance as requested by the Center and organizational leaders.
– Expert level in MS-Office applications, and Excel Ability to compile data and present to large groups.
– Evaluates performance against established metrics to determine acceptable levels of quality or efficiency
for various business functions and units.
– Be able to provide independent recommendations for process improvements based on the analysis
performed.

12. Operation Research Analyst – Job Description
– Independently works to identify opportunities for improvement in department performance and
results.
– Maintains and applies expert knowledge of practices and procedures in areas of expertise and
maintains a broad knowledge of practices and procedures of other departments.
•EDUCATION & EXPERIENCE
– Bachelor's degree or MBA in mathematics, statistics, operation research, programming or
engineering.
– Plus certification in Six Sigma, Kaizen or PMP.
– Minimum three years of experience in OR.
• SKILLS
– Ability to read, analyze and interpret business information and data. Ability to create
reports/correspondence/presentations, and present information and respond to questions from
upper management. Proficient use of Excel, Access, PowerPoint, Visio, and Project, SQL, Minitab,
SAS, and SPSS. Ability to apply statistical concepts. Ability to define problems, collect data,
establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical
instructions in mathematical or diagram form and deal with several abstract and concrete
variables.