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business
production and operations management

Questions and Answers of Production And Operations Management

What are the broad approaches to improvement?
What techniques can be used for improvement?
How can the improvement process be managed?
What is lean?
How does lean consider flow?
How does lean consider (and reduce) waste?
How does lean consider improvement?
How does lean consider the role of people?
How does lean apply throughout the supply network?
What is quality and why is it so important?
What steps lead towards conformance to specification?
What is total quality management (TQM)?
How can operations assess the potential causes and consequences of failure?
How can failures be prevented?
How can operations mitigate the effects of failure?
How can operations recover from the effects of failure?
What are projects?
How is the project environment understood?
How are projects defined?
How are projects planned?
How are projects controlled and learned from?
Quentin Cakes make about 20,000 cakes per year in two sizes, both based on the same recipe. Sales peak at Christmas time, when demand is about 50 per cent higher than in the quieter summer period.Its
Re-read the ‘Operations in practice’ examples on LEGOLAND and LEGO. What kinds of operations management activities at each of these operations might come under the four headings of direct,
Here are two examples of how operations try to reduce the negative effects of having to cope with high levels of variety. Research each of them (there is plenty of information on the web) and answer
Figure¦1.12 compares two hotel types on the four Vs dimensions. Where would the other ‘Operations in practice’ examples used in this chapter be positioned on these dimensions?
Not all surgery conforms to our preconceptions of the individual ‘super-craftsperson’, aided by their back-up team, performing the whole operation from first incision to final stitch. Many
Write down five services that you have ‘consumed’ in the last week. Try and make these as varied as possible. Examples could include public transport, a bank, any shop or supermarket, attendance
The transforming resources of the input–transformation–output model of operations management are classified as ‘facilities’ and ‘staff’. Should the information needed to make the
What might be the ‘back-office’ processes in a theme park such as LEGOLAND?
Position pre-recorded lectures, non-interactive university lectures, small group tutorials and individual‘counselling’ tutorials on the IHIP scales.
Why do some people think that analysing enterprises in terms of their processes ‘takes the humanity out of the way in which we think of the organisation’ as outlined in the final ‘Critical
The environmental services department of a city has two recycling services – newspaper collection(NC) and general recycling (GR). The NC service is a door-to-door collection service that, at a
Xexon7 is a specialist artificial intelligence (AI) development firm that develops algorithms for various online services. As part of its client service, it has a small (10-person) helpdesk call
The health-check clinic described in the worked example earlier in the chapter has expanded by hiring one extra employee and now has six employees. It has also leased some new health monitoring
A publishing company plans to replace its four proofreaders, who look for errors in manuscripts, with a new scanning machine and one proofreader in case the machine breaks down. Currently the
Look again at the figures in the chapter that illustrate the meaning of each performance objective for the four operations. Consider the bus company and the supermarket, and in particular consider
Visit the websites of two or three large oil companies such as Exxon, BP, Shell or Total. Examine how they describe their policies towards their customers, suppliers, shareholders, employees and
How should large supermarket companies measure their social and environmental performance?
Patagonia (the garment company) is also a ‘B Corp’, like Danone, which is described in the ‘Operations in practice’ example in the chapter. Why might it be more challenging for Danone to
The five performance objectives (quality, speed, dependability, flexibility and cost) measure the output from operations. Why might some operations also want to measure their internal processes?
What trade-offs are involved when airlines decide how many business-class seats to install in their aircraft?
ZNR Financial, a large accountancy corporation, is looking to assess the operations functions in three of its locations around the world. The ZNR Malaysia operations is marginally better than the
Giordano is one of the most widespread clothes retailers. It is based in Hong Kong and employs more than 8,000 staff in over 2,000 shops. But when it was founded, upmarket shops sold high-quality
Carry out an importance–performance analysis for an amusement park. In doing this, think about the competitive factors (i.e. the key ingredients) for this offering, their level of importance and
The Managing Partner of The Branding Partnership (TBP) was describing her business. ‘It is about four years now since we specialised in the small to medium firms market. Before that we also used to
DSD designs, makes and supplies medical equipment to hospitals and clinics. Its success was based on its research and development culture. Around 50 per cent of manufacturing was done in-house.Its
During manoeuvres in the Alps, a detachment of soldiers got lost. The weather was severe and the snow was deep. In these freezing conditions, after two days of wandering, the soldiers gave up hope
Greenwashing is a derogatory term used to indicate that a business is exaggerating its environmental activities, or even deliberately conveying a false impression about how its activities are
Why can operations strategy never be exclusively concerned with ‘strategic level’ decisions?
Why might the ‘order winner’, ‘qualifier’, ‘less important’ classification underemphasise the importance of innovation?
Re-read the ‘Operations in practice’ example on Ocado. Why do you think has the company moved to sell its technology to other retailers?
One product where customers value a very wide range of product types is domestic paint. Most people like to express their creativity in the choice of paints and other home decorating products that
‘We have to get this new product, and fast!’, said the operations director. ‘Our competitors are close behind us and I believe their products will be almost as good as ours when they launch
Innovation becomes particularly important at the interface between offerings and the people who use them. Consider two types of websites:(a) those that are trying to sell something, such as
According to the Ellen MacArthur Foundation, a circular economy is ‘a systemic approach to economic development designed to benefit businesses, society, and the environment’.10 Also see the
A janitor called Murray Spangler invented the vacuum cleaner in 1907. One year later he sold his patented idea to William Hoover, whose company went on to dominate the market. Now, the Dyson vacuum
It sounds like a joke, but it is a genuine product innovation. It’s green, it’s square and it comes originally from Japan. It’s a square watermelon. Why square? Because Japanese grocery stores
Is there a fundamental conflict between encouraging creativity in the product and service innovation process and the very concept of a ‘process’?
What do you think are the differences between innovation in product design and innovation in service design?
Standardisation is an important concept in design. In addition to the examples mentioned in the chapter, what other examples of standardisation can you think of?
How could conventional ‘bricks-and-mortar’ bookshops innovate their services in order to compete with online book retailers?
Consider the music business as a supply network. How did music downloads and streaming affect each artist’s sales? What implications has online music transmission had for traditional music
A data centre is ‘a facility composed of networked computers and storage that businesses or other organisations use to organise, process, store and disseminate large amounts of data. A business
A company that produces concrete paving slabs is introducing a new range of ‘textured’ non-slip products. To do this it must invest in a new machine. Demand is forecast to be around 10,000 units
The Fast and Efficient (FAC) transport group is reviewing its fleet maintenance operations. ‘Our lease on our current maintenance and repair facilities site will expire in a year, and we need to
repair bays. This can cope with our fleet of 40 trucks. But demand is growing and within two or three years we hope to be operating around 55–60 trucks. So we will have to choose a site (or sites)
How could universities adopt the practice of outsourcing more?
Some people say that globalisation is a ‘mixed blessing’. It has lifted millions out of poverty, but it can also lead to the distortion of traditional cultures in some low-cost countries and many
Reread the ‘Operations in practice’ example on ‘Aalsmeer: a flower auction hub’. How could it counter accusations that shipping flowers around the world is not an environmentally sustainable
It was back in 2006 that Apple first incorporated Intel chips in its phones. Fourteen years later Apple made the (to many) shock announcement that it would be launching its first laptops and desktops
The demand for cobalt has risen in recent years because it is an essential element in rechargeable lithium batteries, and demand will increase as electric cars become popular. However, a lawsuit has
Elevators are one of the many products and services integral in our everyday lives whose smooth performance we take for granted. Yet their efficient operation really does depend on maintenance
2 Most of us are familiar with the ‘drive-through’ fast-food operations described in the chapter. Think about (or better still, visit) a drive-through service and try mapping what you can see (or
3 The International Frozen Pizza Company (IFPC) operates in three markets globally. Market 1 is its largest market, where it sells 25,000 tons of pizza per year. In this market it trades under the
4 A direct marketing company sells kitchen equipment through a network of local representatives working from home. Typically, individual orders usually contain 20 to 50 individual items. Much of the
5 Revisit the case example that examines Legal and General’s modular housing venture. Does their use of a factory to ‘build’ houses invalidate the idea that volume and variety govern the nature
6 A gourmet burger shop has a daily demand for 250 burgers and operates for 10 hours.(a) What is the required cycle time in minutes?(b) Assuming that each burger requires 7.2 minutes of work, how
7 At the theatre, the interval during a performance of King Lear lasts for 20 minutes and in that time 86 people need to use the toilet cubicles. On average, a person spends three minutes in the
8 ‘It is a real problem for us’, said Angnyeta Larson, ‘We now have only ten working days between all the expense claims coming from the departmental coordinators and authorising payments on
9 The headquarters of a major creative agency offered a service to all its global subsidiaries that included the preparation of a budget estimate that was submitted to potential clients when making a
10 Re-read the ‘Operations in practice’ example ‘London’s underground tackles a bottleneck’. What general lessons about designing processes for crowds of people would you draw from this
1 Revisit the ‘Operations in practice’ example ‘Supermarket layout’. Then visit a supermarket and observe people’s behaviour. You may wish to try to observe which areas they move past
2 Humans (known as ‘Trackers’) are still used by some retailers to follow customers (discreetly) through stores to see the flow between the various parts of a store, but technology is replacing
3 In an assembly operation for customised laboratory equipment, the flow of materials through eight departments is as shown in Table¦7.2. Assuming that the direction of the flow of materials is not
4 The assembler of customised laboratory equipment negotiates a long-term arrangement to supply a simplified standard product to be sold to forensic laboratories worldwide. This product requires an
5 A company that produces a wide range of specialist educational kits for 5–10-year-olds is based in an industrial unit arranged in a simple layout of six departments, each performing a separate
6 A computer games developer is moving into new offices. The new office has a floor space of approximately 300 square metres in the form 20 metres by 15 metres. The company has six departments, as
7 The operations manager of a specialist company assembling seabed monitors that record pollution levels had a dilemma. ‘At the moment, we are producing around 40 seabed monitoring stations per
8 Normally, patients undergoing surgery remain stationary with surgeons and other theatre staff performing their tasks around the patient. A surgeon frustrated by spending time drinking tea while
9 Re-read the ‘Operations in practice’ example ‘Rolls-Royce factory is designed on environmental principles’.Why is designing such a factory particularly important for a company like
10 Why do tech companies such as Google design particularly exciting offices?
1 It is a new job, as yet without a formal title, but one commentator has called it being a ‘robot wrangler’.They even proposed a possible job advert: ‘Wranglers wanted for growing fleets of
2 Modern aircraft fly on automatic pilot for most of the time. Most people are blissfully unaware that when an aircraft lands in mist or fog, it is a computer that is landing it. When autopilots can
3 The ‘robot milkmaid’ can milk between 60 and 100 cows a day. Computer-controlled gates activated by transmitters around the cows’ necks allow the cows to enter. The machine then checks their
4 The Boeing 737 MAX was grounded in 2019 following two crashes. A Lion Air 737 MAX crashed killing 189 people; a few months later, a second, operated by Ethiopian Airlines, crashed, leaving no
5 Process technology can impact all of the operations performance objectives (quality, speed, dependability, flexibility and cost). Think through, and identify, how process technology could affect
6 There have been a number of changes in medical process technology that have had a huge impact on the way healthcare operations manage themselves. In particular, telemedicine has challenged one of
7 What are known as ‘care robots’ are being used in Japanese nursing homes to interact with people for social and therapeutic purposes, including dementia patients. What value do you think such
8 Artificial intelligence (AI) is starting to be used for military applications such as making decisions in fighter planes. What do you see as the practical and ethical implications of this?
9 Of all sectors of the economy, robots were particularly slow to be adopted in farming, and agriculture generally. Why do you think that was?

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