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business
production and operations management

Questions and Answers of Production And Operations Management

Do you understand the value of a customer? Can you calculate a Net Promoter Score and/or the average lifetime value of customers? LOP1
How important is customer retention to your business? If so, what is your retention rate and how could it be improved? LOP1
How do you go about jointly developing your key strategic relationships? LOP1
What are services? p-963
What is ‘service’? p-963
What is service operations management? p-963
Why is service operations management important? p-963
Why is service operations management important? p-963
What is service operations management? p-963
Describe the customer experience and outcomes for a fast-food restaurant, a doctor’s surgery and an internet-based fashion clothing retailer. Compare and contrast the services of these three
How do students assess the value of a university course? How does this differ from the organisation’s view of value? p-963
Think of a time when you recently received poor service. If service operations are so important, why do you think they sometimes deliver poor service? p-963
Describe your service from both an operational and customer perspective. Assess the mismatches between these perspectives. p-963
How is the success of your operation assessed? Is this approach appropriate? p-963
How well is the contribution of the operation understood in your organisation and what are the implications? p-963
What is risk management? p-968
How can operations assess the potential causes and consequences of failure? p-968
How can failures be prevented? p-968
How can operations mitigate the effects of failure? p-968
How can operations recover from the effects of failure? p-968
What is the likelihood that failure will occur? p-968
What would the consequence of the failure be? p-968
How likely is such a failure to be detected before it affects the customer? p-968
What operational risks did SIS face when deciding to become a strategic supplier for Alden Toys? p-968
What control problems did it encounter in implementing this strategy (pre and post investigation)? p-968
What are projects? p-968
What is project management? p-968
How is the project environment understood? p-968
How are projects defined? p-968
How are projects planned? p-968
How are projects controlled and learnt from? p-968
What financial or emotional interest do they have in the outcome of the project? Is it positive or negative? p-968
What motivates them most of all? p-968
What information do they need? p-968
What is the best way of communicating with them? p-968
What is their current opinion of the project? p-968
Who influences their opinions? Do some of these influencers therefore become important stakeholders in their own right? p-968
If they are not likely to be positive, what will win them around to support the project?24 If you don’t think you will be able to win them? p-968
It determines the cost and duration of the project. This enables major decisions to be made – such as the decision whether to go ahead with the project at the start. p-968
It determines the level of resources that will be needed. p-968
It helps to allocate work and to monitor progress. Planning must include the identification of who is responsible for what. p-968
It helps to assess the impact of any changes to the project. p-968
how to monitor the project in order to check on its progress; p-968
how to assess the performance of the project by comparing monitored observations of the project with the project plan; p-968
how to intervene in the project in order to make the changes that will bring it back to plan; p-968
how to manage matrix tensions in the project in order to reconcile the interests of both the project and different organizational functions; p-968
how to learn from the project in order to improve performance in subsequent projects. p-968
Who do you think should manage the Laz-skan development project? p-968
What are the major dangers and difficulties that will be faced by the development team as they manage the project towards its completion? p-968
What can they do about these dangers and difficulties? p-968
What is product and service innovation? LOP98
What is the strategic role of product and service innovation? LOP98
What are the stages of product and service innovation? LOP98
How should product and service innovation be resourced? LOP98
What does flexibility mean for the innovation process? LOP98
What does dependability mean for the innovation process? LOP98
What does cost mean for the innovation process? LOP98
What does sustainability mean for the innovation process? LOP98
The whats, or ‘customer requirements’, are the list of competitive factors which customers find significant. Their relative importance is scored, in this case on a 10-point scale, with price
The competitive scores indicate the relative performance of the product, in this case on a 1 to 5 scale. Also indicated are the performance of two competitor products. LOP98
The hows, or ‘design characteristics’ of the product, are the various ‘dimensions’ of the design, which will operationalize customer requirements within the service or product. LOP98
The central matrix (sometimes called the relationship matrix) represents a view of the interrelationship between the whats and the hows. This is often based on value judgements made by the design
The bottom box of the matrix is a technical assessment of the product. This contains the absolute importance of each design characteristic. LOP98
The triangular ‘roof’ of the ‘house’ captures any information the team has about the correlations(positive or negative) between the various design characteristics. LOP98
What are the capacity requirements for innovation? LOP98
Should innovation be carried out in-house or out sourced? LOP98
What technology can be used to support the innovation process? LOP98
What organizational structure is most suitable for the innovation process? LOP98
How can the innovation process be compressed? LOP98
Functional organization – The innovation project is divided into segments and assigned to relevant functional areas and/or groups within functional areas. The project is coordinated by functional
Functional matrix (or lightweight project manager) – A person is formally designated to oversee the project across different functional areas. This person may have limited authority over the
Balanced matrix – A person is assigned to oversee the project and interacts on an equal basis with functional managers. This person and the functional managers work together to direct innovation
Project matrix (or heavyweight project manager) – A manager is assigned to oversee the project and is responsible for its completion. Functional managers’ involvement is limited to assigning
Project team (or tiger team) – A manager is given responsibility of a project team composed of a core group of personnel from several functional areas assigned on a full-time basis. The functional
What are the stages in service and product design? LOP98
How should product and service innovation be resourced? LOP98
How would you rank the innovation objectives for the project? LOP98
What are the key issues in resourcing this innovation process? LOP98
What are the main factors influencing the resourcing decisions? LOP98
What advice would you give Monica? LOP98
What is the structure and scope of operations? LOP98
How should the network be configured? LOP98
How much capacity should operations have? LOP98
Where should operations be located? LOP98
How vertically integrated should the network be? LOP98
What activities should be in-house and what should be outsourced? LOP98
What is the structure and scope of operations? LOP98
How should the network be configured? LOP98
What physical capacity should each part of the network have? – The long-term capacity decision. LOP98
Where should each part of the network be located? – The location decision.The scope of an operation’s activities within the network is determined by two decisions. LOP98
The extent and nature of the operation’s vertical integration. LOP98
The nature and degree of outsourcing it engages in. LOP98
How should the network be configured? LOP98
What is the structure and scope of operations? LOP98
Where should operations be located? LOP98
How vertically integrated should the network be? LOP98
What were the key structure and scope decisions taken by Aarens Electronic? LOP98
What were the risks involved in adopting a process design that was ‘totally dedicated’ to the one customer’s needs? LOP98
What were the advantages and disadvantages of each location option open to Phanchem, and why do you think it eventually chose to co-locate with AE? LOP98
How could universities adopt the practice of outsourcing more? LOP98

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