Thesis (M.S. in Operations Research)--Naval Postgraduate School, March 2010. / Thesis Advisor(s): Carlyle, W. Matthew. Second Reader: Burson, Patrick. "March 2010." Description based on title screen as viewed on April 26, 2010. Author(s) subject terms: Optimization, Navy Logistics, Operational Logistics, Navy Mission Planner, Combat Logistics Force Planner, Ship Scheduling, Optimization Decision Aid, Combat Logistics Force, Heuristics. Includes bibliographical references (p. 53). Also available in print.

Nowadays many companies are interested to improve their production system. It has become important in globalize and competitive market for the survival. The companies are looking to their production systems in the different direction to get the competitive advantages. But the most important is to find out the problem of the production system to make improvements. In this thesis, a part of the production system of a company is studied to find the problems of the production system to make the improvements and to recommend some points to the company for the achievements of its goals. For this purpose, the overall equipment effectiveness calculations have been used to see the current situation of the production system of the company. These calculations of the O.E.E. of the different production work stations make the clear picture of the problems. It calculates the availability of the production system which shows that maintenance system’s effectiveness. The quality rate calculations of the work stations show the conditions of the machines and the worker’s skill and the calculations of the performance efficiency of the work stations show the utilization of the machines. The result of this thesis after all the calculations of O.E.E. is that there is a problem in the utilization of the machines. Most of the time the machines remain idle or wait for the maintenance if it fails.

<p>Nowadays many companies are interested to improve their production system. It has become important in globalize and competitive market for the survival. The companies are looking to their production systems in the different direction to get the competitive advantages. But the most important is to find out the problem of the production system to make improvements.</p><p>In this thesis, a part of the production system of a company is studied to find the problems of the production system to make the improvements and to recommend some points to the company for the achievements of its goals. For this purpose, the overall equipment effectiveness calculations have been used to see the current situation of the production system of the company. These calculations of the O.E.E. of the different production work stations make the clear picture of the problems. It calculates the availability of the production system which shows that maintenance system’s effectiveness. The quality rate calculations of the work stations show the conditions of the machines and the worker’s skill and the calculations of the performance efficiency of the work stations show the utilization of the machines. The result of this thesis after all the calculations of O.E.E. is that there is a problem in the utilization of the machines. Most of the time the machines remain idle or wait for the maintenance if it fails.</p>

O monitoramento da razão Z de duas variáveis através de gráfico de controle tem sido um tema recentemente explorado na literatura. Para analisar mais o assunto, o estudo avalia a eficiência e viabilidade de aplicação dessa ferramenta como suporte na tomada de decisão para gerenciamento de capacidade de mão de obra de retaguarda (doravante mencionado como Backoffice) de serviço de empresa do setor bancário. Tradicionalmente, gráficos de controle tem sido utilizados para monitorar o processo produtivo de manufaturas, mas recentemente tem sido adotado para monitoramento de alguns serviços. Apesar de ainda seguir muitos conceitos pioneiros na manufatura, a atividade do setor de serviços apresenta suas particularidades como, por exemplo, a impossibilidade de gerar estoque. Assim, a necessidade de adequar seus recursos à demanda torna-se essencial, sendo fundamental a gestão de controles e sua urgência para que possa reagir rapidamente em caso de variação de demanda e adequar sua capacidade. Em um cenário de restrição de recursos, planejar é crucial para evitar desperdícios e garantir eficiência. O objetivo deste estudo é apresentar o gráfico de controle como ferramenta para monitorar a razão de duas variáveis aleatórias: a demanda e a mão de obra em Backoffice de serviço em um banco. Nesse trabalho, gráfico de controle de Shewhart tradicional e gráfico de controle de Shewhart com regras suplementares são analisados e os resultados obtidos confirmam a possibilidade de utilização da ferramenta de gráficos de controle para o gerenciamento e adequação de mão de obra para atender a demanda. O monitoramento da razão (demanda/ mão de obra) ajudará o gestor a alocar adequadamente o time (mão de obra) de acordo com a demanda e a capacidade produtiva. Como contribuição, o estudo avalia o comportamento da razão Z = X/Y em situação de alta variabilidade da variável X e baixa variabilidade da variável Y . / The monitoring of the ratio Z of two variables through control chart has been recently explored in the literature. This study analyses the efficiency and viability of this tool as a support to the manager\'s decision in capacity management of a Backoffice service in a business banking service. Traditionally, control charts have been used to monitoring production process in manufacturing companies, but recently it has been adopted in monitoring some classes of services. Although many pioneering definitions developed for manufacturing are still applied in the service activities, the service industry has some particularities as the impossibility to generate stock, for example. Thus, the need to adapt the resources of manpower to attend the demand becomes essential mainly in a current financial global crisis, with resource constraints. The control management is fundamental and urgent to plan a fast reaction to adequate its capacity in case of a large demand variation. Thus, monitoring is crucial to avoid vast and ensure efficiency. The aim of this paper is to present a control chart to monitor the ratio of the two random quantities: the demand and the labor of a Backoffice service in a business banking service. In this paper, traditional Shewhart and Shewhart with supplementary rules control charts are considered and the results confirmed the possibility to apply the control charts to help the management to adequate the manpower in order to attend the demand. The monitoring of the ratio (demand/manpower) will help the manager to allocate adequately the team (the manpower) according to the demand and the production capacity. The contribution of this study is the analysis of the behavior of the ratio Z = X/Y in situation of large variability of the variable X and low variability of the variable Y .

O monitoramento da razão Z de duas variáveis através de gráfico de controle tem sido um tema recentemente explorado na literatura. Para analisar mais o assunto, o estudo avalia a eficiência e viabilidade de aplicação dessa ferramenta como suporte na tomada de decisão para gerenciamento de capacidade de mão de obra de retaguarda (doravante mencionado como Backoffice) de serviço de empresa do setor bancário. Tradicionalmente, gráficos de controle tem sido utilizados para monitorar o processo produtivo de manufaturas, mas recentemente tem sido adotado para monitoramento de alguns serviços. Apesar de ainda seguir muitos conceitos pioneiros na manufatura, a atividade do setor de serviços apresenta suas particularidades como, por exemplo, a impossibilidade de gerar estoque. Assim, a necessidade de adequar seus recursos à demanda torna-se essencial, sendo fundamental a gestão de controles e sua urgência para que possa reagir rapidamente em caso de variação de demanda e adequar sua capacidade. Em um cenário de restrição de recursos, planejar é crucial para evitar desperdícios e garantir eficiência. O objetivo deste estudo é apresentar o gráfico de controle como ferramenta para monitorar a razão de duas variáveis aleatórias: a demanda e a mão de obra em Backoffice de serviço em um banco. Nesse trabalho, gráfico de controle de Shewhart tradicional e gráfico de controle de Shewhart com regras suplementares são analisados e os resultados obtidos confirmam a possibilidade de utilização da ferramenta de gráficos de controle para o gerenciamento e adequação de mão de obra para atender a demanda. O monitoramento da razão (demanda/ mão de obra) ajudará o gestor a alocar adequadamente o time (mão de obra) de acordo com a demanda e a capacidade produtiva. Como contribuição, o estudo avalia o comportamento da razão Z = X/Y em situação de alta variabilidade da variável X e baixa variabilidade da variável Y . / The monitoring of the ratio Z of two variables through control chart has been recently explored in the literature. This study analyses the efficiency and viability of this tool as a support to the manager\'s decision in capacity management of a Backoffice service in a business banking service. Traditionally, control charts have been used to monitoring production process in manufacturing companies, but recently it has been adopted in monitoring some classes of services. Although many pioneering definitions developed for manufacturing are still applied in the service activities, the service industry has some particularities as the impossibility to generate stock, for example. Thus, the need to adapt the resources of manpower to attend the demand becomes essential mainly in a current financial global crisis, with resource constraints. The control management is fundamental and urgent to plan a fast reaction to adequate its capacity in case of a large demand variation. Thus, monitoring is crucial to avoid vast and ensure efficiency. The aim of this paper is to present a control chart to monitor the ratio of the two random quantities: the demand and the labor of a Backoffice service in a business banking service. In this paper, traditional Shewhart and Shewhart with supplementary rules control charts are considered and the results confirmed the possibility to apply the control charts to help the management to adequate the manpower in order to attend the demand. The monitoring of the ratio (demand/manpower) will help the manager to allocate adequately the team (the manpower) according to the demand and the production capacity. The contribution of this study is the analysis of the behavior of the ratio Z = X/Y in situation of large variability of the variable X and low variability of the variable Y .