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business
operations management 6th

Questions and Answers of Operations Management 6th

1.2 Why do you think complexity both fascinates and frustrates many operations managers?
1.1 How do the operational consequences of complexity apply to an activity you have organised, and how did you try to minimise them?
1.2 What are the consequences for your operation of the complexity you face?
1.1 What are the dimensions of complexity for your operation? How do you try to minimise their effect?
1.2 What might be the conflicts between the various stakeholders with which Oxfam has to try to deal with? Oxfam is a major international development, relief and campaigning organisation dedicated to
1.1 What, in your view, makes Oxfam’s operations so complex? Oxfam is a major international development, relief and campaigning organisation dedicated to finding lasting solutions to poverty and
1.define complexity
2 How should he deal with them? Security Alarm Systems Ltd (SASL) is a mediumsized company supplying security alarm systems to both organisations and domestic customers.Its main markets are:●
1 What problems does Andrew Porter face? Security Alarm Systems Ltd (SASL) is a mediumsized company supplying security alarm systems to both organisations and domestic customers.Its main markets
2 Can you express the paradigm of your organisation? In what way do you think your interpretation differs from other managers in your organisation?
1 Do you understand what is the principal basic assumption of your organisation?Does it support your service concept, or is the reason for poor performance the fact that your organisational culture
2 What influence can operations managers exert on organisational culture? How important do you think performance measurement is as a component of culture?
1 Give examples of service organisations that fit the ‘gods of management’ model.What are their strengths and weaknesses in service delivery?
2 In managing this change, what issues should Amnesty International pay attention to at both national and international level? Amnesty International was founded in 1961 by Peter Benenson, a British
1 Is it possible to describe the culture of Amnesty International as a whole? What are the essential differences in culture between the national sections and the International Secretariat? Amnesty
2 What actions should First Direct take to maintain the enthusiasm of the initial launch of its branchless banking service? Visitors to First Direct’s website are bombarded with words that this
1 What do you think are the significant elements in the success of First Direct? What contribution does First Direct’s culture make to this success? Visitors to First Direct’s website are
describe how organisations might manage cultural change, avoiding the pitfalls
describe four dimensions of national cultures
identify types of organisational culture and the implications for service delivery systems
1 Develop a new service strategy for Smith and Jones. John Smith and David Jones are lawyers and first met when they had been employed in a large firm of solicitors in London. They both felt that
1 Select four organisations in the same sector, such as four food outlets, pubs or libraries, and assess their relative positions in terms of their outcomes and experiences.
2 How well do you think the strategy development process was carried out? What could have been done differently? In the early 1990s Anglian Water Services, in common with the other water companies in
1 What were the main drivers for the development of a customer service strategy for Anglian Water Services? In the early 1990s Anglian Water Services, in common with the other water companies in the
2 How would you demonstrate the strategic options using the tools described in this section? Telecorp is one of the major global suppliers of telecommunications equipment, with competitors that
1 What are the differences in implications for the service operations manager in implementing the two approaches outlined above? Telecorp is one of the major global suppliers of telecommunications
explore the issues involved in sustaining a strategy
describe strategy formulation and development
explain how performance objectives are turned into operations priorities
discuss the use of service as a competitive weapon
define what is meant by a strategy and identify its key components
1 How would you respond to this letter? Executive Bank plc is a bank that attracts premium customers, usually international travellers.As part of its exclusive, and expensive, Gold Chargecard Service
5 Design a guarantee for a particular service. Explain how it would work, its benefits and any difficulties in its implementation or use.
4 Select a guarantee provided by a service organisation. Discuss its strengths and weaknesses.
3 Explain why some organisations’ service recovery procedures, though intent on satisfying customers, tend to lead to dissatisfaction.
2 What is the difference between a service guarantee and service recovery?
1 Evaluate the guarantee provided by Datapro.Datapro Singapore Datapro Information Services provided IT and telecommunications information and consulting services around the world. It employed over
12 What are the disadvantages? Radisson Hotels Worldwide is a world leader in the hotel industry and operates, manages and franchises hotels and resorts. It has over 385 hotels, providing around
1 What are the benefits of offering this guarantee? Radisson Hotels Worldwide is a world leader in the hotel industry and operates, manages and franchises hotels and resorts. It has over 385 hotels,
2 What are the benefits and disadvantages of Zane’s Cycles guarantees? Zane’s Cycles is a bicycle store in Branford, Connecticut. The store has a sales area of around 3,000 square ft (340 square
1 What is the main purpose of Zane’s Cycles guarantees? Zane’s Cycles is a bicycle store in Branford, Connecticut. The store has a sales area of around 3,000 square ft (340 square metres)which
2 Evaluate the impact of the chief executive’s involvement in soliciting feedback. ‘What differentiates us from the competition’, explained Kwik-Fit’s customer services manager, Kenny King,
1 What are the disadvantages of encouraging customer comments? ‘What differentiates us from the competition’, explained Kwik-Fit’s customer services manager, Kenny King, ‘is that we actually
1 Visit TNT’s web site, www.tnt.com, and evaluate the organisation’s methods of collecting feedback from customers. TNT is a subsidiary of TPG, a publicly listed company, with its headquarters in
2 What advice would you give the commissioner? The Queensland Police Service (QPS), with around 12,000 employees and responsible for the policing of one of Australia’s largest states, is committed
1 Evaluate the approach used by the Queensland Police The Queensland Police Service (QPS), with around 12,000 employees and responsible for the policing of one of Australia’s largest states, is
describe a range of incremental and radical approaches to operational improvement: total quality management, six sigma, business process re-engineering, lean thinking and benchmarking
2 What are the issues and implications for the store? Dr Rhian Silvestro, Warwick Business School, and Stuart Cross formerly a postgraduate at Warwick.Stuart Cross is now head of strategy
1 What conclusions could Julie draw from the data? Dr Rhian Silvestro, Warwick Business School, and Stuart Cross formerly a postgraduate at Warwick.Stuart Cross is now head of strategy development,
3 How does your organisation stack up against the characteristics of world-class organisations and operations?
2 Evaluate the relationships between some of your key drivers and results.
1 How well does your organisation understand the links between drivers and results?
3 Can a world-class operation exist within a run-of-the-mill organisation and vice versa? Explain your answer and provide some examples.
2 Apply the characteristics of world-class service to an organisation of your choice.
1 Compare and contrast the EFQM business excellence model and the service performance network.
1 What makes SIA a world-class service provider? Singapore Airlines (SIA) is recognised as one of the world’s leading carriers. With one of the most modern fleets in the industry, its route network
2 Evaluate Catrin Weston’s attempts to understand the relationship between staff satisfaction and profit In 1947 17 British provident associations joined together to provide high-quality private
1 Identify the threads through the service performance network captured by BUPA. In 1947 17 British provident associations joined together to provide high-quality private healthcare for the general
2 What do you think the problems are in trying to understand the links between the drivers and results? R.W. Sears Watch Company, founded in Minneapolis in 1886 by Richard Sears, has developed into
1 What are the benefits of understanding the links between the variables mentioned above? R.W. Sears Watch Company, founded in Minneapolis in 1886 by Richard Sears, has developed into one of the
define world-class service and its key characteristics.
Discuss the key stages in developing a network
discuss the need to understand cause–effect relationships between operational decisions and business performance
1.2 What improvements would you suggest?
1.1 Evaluate the performance measures in place at the Squire Hotel Group.
1.3 Evaluate some of your operational targets. How could benchmarking help?
1.2 Evaluate the mix of measures used at various levels in your organisation. What are the implications of this?
1.1 Assess the purposes, and systems to deliver the purposes, for your key measures.
1.3 Select a process you are involved in, such as being taught, cooking, cleaning etc.What might be the benefits of benchmarking this process and with whom could you compare your performance? How
1.2 A tour operator specialising in holidays for young people is concerned about the quality of service provided. Each month the marketing manager reports on the number of complaints received. How
1.1 Key measures used by some call centres are speed of response and call abandonment rate. Assess these measures as drivers of improvement.
1.3 Do you think the performance tables lead to improvements in performance? Since 1996 the UK Government’s Department for Education and Employment has published performance tables for schools.
1.2 What pressures are there on teachers and headteachers to present their school’s performance in the best possible light? Is this an appropriate use of their time and energy? Since 1996 the UK
1.1 Is it better for the Government to compile no statistics rather than performance tables that appear to be unhelpful, if not dangerous? Since 1996 the UK Government’s Department for Education
1.2 What are the advantages and disadvantages of the correlation model he has developed? Lombard Direct must have one of the bestknown telephone numbers in the UK, 0800 2 15000, which is based on
1.1 Categorise the measures used by Sean. How‘balanced’ are they? Lombard Direct must have one of the bestknown telephone numbers in the UK, 0800 2 15000, which is based on their slogan ‘loans
1.1 How well do you think the measures used by MFC meet its desired purposes? Motor Finance Company (MFC) is a subsidiary of a major bank that provides car loans. MFC deals directly with car dealers
1.discuss benchmarking and how it can be undertaken.
1.2 What advice would you give Rod? Rod Dowling is the chief executive of the North Island Hospital (NIH) in New Zealand. His clinical directors had just submitted a report for some new laser
1.1 Assess the advantages and disadvantages of investing in the new technology for the hospital and its patients. Rod Dowling is the chief executive of the North Island Hospital (NIH) in New Zealand.
1.4 Apply the resource activity map to your operations and identify any missing links and resources
1.3 What is, or could be, the impact of e-service on your operations?
1.2 What opportunities exist for outsourcing or off-shoring your services, internal or external?
1.1 What are the key problems you face in managing your networks and how are they addressed?
1.4 Select a major service provider in your locality, such as an airport or supermarket.Explain the reasons for its location and assess its capability.
1.3 Select an e-service provider and assess its website and service.
1.2 Assess the physical and virtual networks of a university/college in terms of its location, capacity, capability and flexibility.
1.1 Describe the network structure of two organisations of your choice and discuss the differences between the two.
2 Evaluate the design of Egg’s website On 11 October 1998 Prudential launched Egg, a new internet bank, based in a purpose-built communications centre at Pride Park in Derby.Egg’s services are
1.1 Visit Egg’s website (www.egg.com) and assess how the company provides a valueadded service. On 11 October 1998 Prudential launched Egg, a new internet bank, based in a purpose-built
1.3 What possibilities might exist for universities and similar institutions to create new learning environments for both students and faculty? Education providers around the world are moving into
1.2 What must Blackboard do to ensure successful implementation of its applications? Education providers around the world are moving into electronic learning (e-learning). This can mean many
1.1 What are the major benefits to universities arising from implementing systems such as Blackboard? Education providers around the world are moving into electronic learning (e-learning). This can
1.2 What other services could be off-shored? EXL runs the Delhi-based call centre for Norwich Union, the UK’s largest insurance company. The call centre employs around 900 call executives, and is
1.1 What are the advantages and disadvantages of off-shoring call centres? EXL runs the Delhi-based call centre for Norwich Union, the UK’s largest insurance company. The call centre employs around
1.2 Which would be the limiting factor in Southwest’s growth: availability of routes or availability of people to fit into Southwest’s culture?Southwest Airlines has been consistently successful
1.1 What type of competitive action would have a significant impact on Southwest’s forecast market growth curve?Southwest Airlines has been consistently successful as a service operation because of
1.1 Identify and assess the problems and benefits of the network that adabra has created. adabra is a new internet company that has created a virtual network to access, supply and service its
1.2 In what way does NHS Direct enable the NHS as a whole to operate more effectively? The National Health Service (NHS) set up NHS Direct (NHSD), a call-centre-based operation in the UK, to provide
1.1 What is the service concept of NHS Direct(refer to Chapter 2)? How does this differ from more traditional healthcare? The National Health Service (NHS) set up NHS Direct (NHSD), a

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