Project Scheduling @ Apple

An example of a project at Apple is developing the new iPod, iMac, Mac Pro, Cinema Displays, iPhones. Usually they refresh cycle of these projects are yearly. For example, the tasks involved in developing an MacBook are that it starts with a solid block of aluminum, the aluminum goes through an extrusion process. After this, it goes through 9 separate milling operations to come up with the unibody of the notebook, which is the main component of the structure of the same. As a recommendation in the process is to make the process of producing the MacBook more efficiently.

Apple Quality Control

Apple's production line is one of the most advanced in the world. Their focus to the finest of detail is extraordinary. Which is why Apple uses the Six-Sigma method to keep imperfections out and give the consumer the highest of quality. To keep track of this method, which involves having only 3 to 4 imperfections for every million, Apple utilizes quality control charts. It helps to keep quality's standard high as they minimize variations in the production. Steps involved in Apple's quality control are DMAIC which involve define, measure, analyze, improve and control. I believe Apple has increased its quality in their products ever since the transition with Intel, when quality was slipping from Apple's hands. Even though the standards of Apple are high and the company is dedicated solely to provide the customer with the best experience in the products & services, error will always finds its place in, which is why matchbooks, iphones and ipods are taken to the 'genius bar' for a check-up. I cannot mention a company other than Apple that has taken the standards of quality to a level that no other company has, which is why Apple should maintain their quality control standards and build it up from there.

Assignment # 4

1. For the company your team has selected, identify:  


The 3 elements of the service-product bundle  


1) The tangible service:( explicit service)-----There are different sections of customer service. Employees are well trained in the technological aspect to answer and assist the customer needs for a specific item. One to one service. They provide online services, store technical support as long you are an apple customer, replacement of item the customer is not satisfy. A customer can stop by any apple store in the country for technical support. The apple call center is open from 4am to 11pm pacific time. 1-800-MY-APPLE (1-800-692-7753) or www.apple.com  


2) The psychological benefits of the service: (implicit service)-----the service quality that apple store offer is well recognized. People come out satisfy by the treatment concerning an issue, technical support or just by getting information for the first time ether at the store, online or by phone. Making people feel good about good treatment and support in general to fix the problem is a key to keep the customer happy; to keep bringing them back and referring others.  


3) The physical goods: (facilitating goods)------Apple offers guaranty on every item they provide with and satisfaction on quality of it. Apple is one of the best technological companies recognized around the globe. Offering amazing product performance such as the iphones, laptops and others.


The cell they operate in on the service matrix  


Apple is a co-routed company. Customers have some decision-making options but the products are standard made through repeatable sequences. The process is moderate with flexible flows with dominant paths that can be flexible.  


Some types of customer contact they encounter and how they respond to it. Do they use self service?

Apple encounters all types of forms of customer contacts, but it all depends on the process the customer is going through at the moment.  They mainly use Internet contact or face-to-face.  Internet is more for purchasing purposes, for instance you can go online and shop for an Apple product and even make it more your own with minor customizations.  You have the option of face-to-face if you go to a store and look to make a purchase.  Their customer service is face-to-face, they help you with what you want and need as your there in there store.  They have access to many of the products right behind the registers, so whether it’s a purchase or an exchange, they have someone take care of your needs. They don’t do self service because they try to put themselves on a friendlier level with the customer.  They come to you from the second you walk through the door and they take care of you whether you’re there for iPods or Mac Books. The majority or of their customer contact is face-to-face, which works greater for Apple to the range of people their product reaches out to.

Do they use technology? Do they use focused operations? How do they support employees?  


One of the technologies Apple uses is the internet address, http://www.apple.com, which has plenty of features consumers could use to contact apple for issues such as technical support or questions about the online store itself. The ApplesCare’s Support site is a good link for asking questions in regard to technical problems that could be accessed by clicking the contact us on the bottom right side of the web site page . Consumers could also purchase hardware, software, and other accessories by clicking on one of the item icons which follows after. The telephone is another source of technology where customers could also purchase items and could speak to a representative and ask questions about any technological issues. Based on the different operations in the company all the employees work on different departments at the same time that includes design, hardware and software. One way apple supports its employees is through the use of compensation packages including 401k plans, health insurance, and vacation days. Apple also offers educational opportunities especially for graduates and interns who want to gain knowledge that will help them in their career.  


What types of service recovery and guarantees do they offer?  


Apple offers in all their products a One year, limited warranty. A call to tech support is offered during a 90 day period. After six months of the product's purchase, the product is only serviced but parts cost will not be covered. They offer an extended warranty for almost all their line of products, which extend the warranty to a full three-year coverage. Important to note that warranty does not cover accidental damage. 




2. Read the BW article on Change by design and comment. The Business Week Article talks about the innovation that designers have, and the implementations in the different departments of an organization. Management needs to look upon their own staff members to see what can be approached in a different way to better the work environment and increase productivity. Designers have what most of management personnel are looking for, which is that innovation to think outside the ordinary. To think about the newest and most innovative idea is what drives today's market and in this article it is made clear that everyone should have an innovation personality in us to make a more productive work environment and especially for Management to bring out creative goals and tasks.

Assignment No. 3

a.- What do Apple employees mean by ‘deep collaboration’?

That products develop faster in Apple because the way that they work is collaboratively, in parallel. All departments (design, hardware, software) work at once in the same product. Which a revolutionary product arises as part of a deep collaboration and teamwork.

b. What did you find most interesting about the articles?

In the Apple of your ear article, I found that the I-phone had many new features including 3-way-calls and a keypad for texting rather than touching a number pad a few times to get the letter of the text. The features of voice mail is different where you find out who called by looking at the keypad, then you press the button on the caller who you want to view the message. I also found how Jobs was able to create atleast four products without having a college degree. In “How Apple Does It”, one interesting aspect I found is that how all the departments work at once designing hardware, and software.

c. What is special about Apple’s iPhone?

Appearance:

-iPhone 3G’s slick, slim and black appearance that captures every gadget and cellphone lovers out there.

-Its 3.5-inch screen display for watching videos and other multimedia is another plus to its appearance.

Technical ASpects

-iPhone 3G is like a small internet-enabled PC on your pocket providing fast wireless internet connection through the fast 3G wireless technology.It’s like an All-In-One device providing, cellphone capability with iPod wide screen and now designed to provide net surfers to browse the internet through this small device directly from their pockets.

-Touch Screen control making it more futuristic and super dooper cool. The interface that I only see from movies now on a phone unit.

-Now, iPhone 3G provides map services through its GPS, Wifi and cell tower technology.

3. For the company you have chosen, answer the following on your team blog:

What type of product flow do they use?

Batch Flow - Medium Variety and Volume. Apple's Family of products are neither many or too few. Whether a Macbook or iPod, there's always a choice for more memory or bigger screen. Therefore it is not all unique, but it also doesn't have too much variety.

What type of customer order do they process?

Apple use the three types of customer order MTS make to stock, MTO make to order, and also ATO assemble to order.

Which cell do they fall into in the process characteristics matrix?

Apple falls under the Batch Flow Process because they are more medium volume and medium variety. Apple has a good variety of products, but mainly cell phones, PC’s, and mp3 players. They don’t have a lot of different types of products, but a lot of varieties to certain product lines. However, Apple does have traits of other processes, such as Continuous and Assembly Line Process because it’s a high investment, for example, coming up with the iPhone was a high investment,a nd they do produce a large batch at a time, but its just distributed so fast and amongst so many retailers, that it falls under this flow.

What are some of the factors influencing their process selection?

The first decision for Apple is to figure on what market to sell too. Ipod is the mp3 player that every person born after the baby boomers knows how to uses so that the market for Ipod. The Mac computer system is usually market towards artists and computer scene people. The two major influences on these are how much the market is willing to buy these high luxury items at the present economic times. The capital require to build these products is tremendous along with the labor that goes into them. Apple does a lot of research and development on all there products. The initial building of the products takes considerable person-hour too. Apple is one of the largest technologically advance companies so the customers usually are ones that want to the top of line technologically advance product. Apple also needs to be able to market there products even after they become obsolete in a way. Also, some of the factors influencing process selection: Apple employess work on each department simultaneously where there are no stages of production. Each piece gets done by all the employees at the same time.

Can they adopt any of the mass customization methods discussed?

Apple is the perfect candidate for mass customization of the computer base products. The iphone has over thousand applications so the customer should be able to select what ones go on the application at the initial start. On the back of the iphone have the serial number emblazon into the back casing for add thief protection. The first two suggestions for the iphone can also be apply to the Ipod. If the customer orders the Ipod online they should be able to change the front casing color from something other then black if it plausible. The Mac series of computers could have two divisions one that makes standard computer that sells in every electronic store. The other the same as what Dell way of purchasing a computer is like. The option is right there for customer to chose then the computer built and ship out as soon as possible. The thing is to make the customer feel like the product made just for them with a special uniqueness that no other Apple product is like it.

Apple Inventory Management

Macbook Unibody

Apple uses the ABC System to manage their inventory. At the Apple Store at Short Hills, NJ. One of the ICS Employees explained that the inventory is labeled in an ABC to different products and that is how Stores get their inventory replenished.

The A Items are Macs, Macbooks, iPhones and iPods. They use the Q system, the continuous system to make sure that they don’t run out of stock by checking inventory on a daily basis. These products are selected since they are the ones that provide most revenue for the company.

The B Items are AirPort Extreme, AirPort Express, Time Capsule, Batteries, etc. These items receive a P System. Because although they provide revenue to the company. These Items will be replenished once it falls the reorder point and only the amount to get back to target inventory.

Also, the C items which are usually cases, iPod docks, software, etc. Gets ordered periodically, but does not get managed as attentive as the A or B items. Since these are the products that provide the least revenue.

What is interesting is that the reorders are managed by corporate, not by retail. Retail takes care of the inventory count for Items A, B and C and provide Corporate information (E-Collaboration), in order to make a decision on reorders.