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business
production and operations management

Questions and Answers of Production And Operations Management

The senior management of Service Adhesives thought that the reason for ineffective improvement initiatives in the past was due mainly to the apparent lack of cohesion amongst the organization’s
In the example above, one of the maids in the west wing wants to job share with his partner, each working 3 hours per day. His colleagues have agreed to support him and will guarantee to service all
Step 1 – Make a sandwich. Any type of sandwich, preferably one that you enjoy, and document the tasks you have to perform in order to complete the job. Make sure you include all the activities,
A little-known department of your local government authority has the responsibility for keeping the area’s public lavatories clean. It employs 10 people who each have a number of public lavatories
Visit a supermarket and observe the people who staff the checkouts:(a) What kind of skills do people who do this job need to have?(b) How many customers per hour are they capable of
To define the characteristics of services and understand the implications and limitations of these characteristics
To be able to explain what service operations management is
To understand the importance of service operations management
To be able to understand the multiple perspectives on service operations management
To gain an appreciation of the challenges faced by service operations managers
Rent the Runway (RTR), is a privately-owned service that rents out clothes, handbags and jewellery. It has a dry-cleaning warehouse that is the biggest in the world, processing 2,000 items per hour.
An increasingly popular service model in business is that companies should earn revenues from subscribers rather than sell products or service as single ‘items’. What do you think are the
Reread the case example on the English National Opera. Consider the list of back-office departments in the case. (a) For each of the departments described, what aspects of their job do not involve
The IHIP characteristics that we introduced in the chapter are used to distinguish service from goods-producing operations. We also made clear that they were controversial and that they could be
Again, thinking about the music industry, where do ‘live performances’ fit on the scales?
Consider three services: first, a business servicing heating, ventilation and air-conditioning facilities;second, an emergency plumbing service; and third, a disaster emergency charity. Again, using
What problems does Peter Greenwood face?
If you were Peter Greenwood, what would you say to the board?
In particular, what recommendations would you make about unbundling the complimentary meals service on long-haul economy?
To be able to identify the main types of service organisation
To understand the importance and growing significance of service in most economies
To be able to describe some of the more recent developments in how we think about service
Nespresso has been described as ‘Starbucks without the drive’. It supplies coffee machines that brew coffee from capsules, or pods, for home or professional use. The company is an autonomous
A supplier of branded kitchen appliances that sells to the domestic market is considering offering its equipment and tools not as products but as ‘a culinary lifestyle’. To help customers
How do you think that the big manufacturers of cars will respond to: (a) the general move from products to services; and (b) changes in vehicle technology?
The Earthy Construction Equipment Company sells its products (large earth-moving equipment) to building and mining customers around the world.The company’s CEO has read about the idea of
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
What are the broad advantages and disadvantages of each proposal?
Although cost and revenue estimates of each proposal are not yet available, which one do you favour?
To be able to define service strategy
To understand the importance of having a service strategy
To be able to link service strategy to competitive advantage
To know how service performance objectives can be converted into operations priorities
To gain an understanding of how a service strategy can be sustained
Reread the case example on IKEA and its ‘big box’retail strategy. Applying the elements of the service strategy model (see Figure 3.4), explain what prompted IKEA to adapt its strategy?
This story is often related by strategy experts.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
Maytech Financial (MF), a large accountancy corporation, is looking to assess the operations functions in three of its locations around the world. The MF Malaysia operations are marginally better
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 Brandfair Partnership (TBP) was describing her business:It is about four years now since we specialized in the small to medium firms’ market. Before that we also used to
How did the four perspectives of service operations strategy (top-down, bottom-up, outside-in and inside-out) influence the eventual service strategy of Corks Nightclub?
To be able to define a ‘service concept’
To be able to identify the elements that make up the structure of the service concept
To gain an appreciation of how managers can use the service concept
Referring back to the case example on the Lapworth Museum of Geology, construct the service concept for the current (redesigned) museum.Despite being very successful, it is a fact that tourism and
From the 1960s through to the late 1990s, ‘no loitering’ had been an important principle underlying McDonald’s operations. Founder Ray Kroc had ordered that pay telephones, jukeboxes and
An IT infrastructure support group services the IT infrastructure of several clients. In shaping a suitable service concept it is aware that, in effect, the group serves two distinct customer groups
Earlier in the chapter we explored the case example of the Japanese hairdressers, QBNET. The service concept for QBNET is essentially a simple and no-frills barbering service. The QBNET service has
Using the service concept template shown in Figure 4.3, map out the service concepts for the micro pub, the brewpub and the craft beer bar.
On the basis of the current service concepts for each pub, as well as the financial data provided in Table 4.1, what recommendations should Marie make to the C&L executive board?
To be able to define the three approaches to classifying customers
To understand the benefits of retaining good customers
To explain how managers can develop good customer relationships in B2C markets
To explain how managers can develop good business relationships in B2B markets
If you search online under the single word ‘relationships’, you will be bombarded with advice on personal relationships. Also, the language used by authors to describe customer relationships
Reread the case example on The Prison Service.Why is it valuable to consider all the stakeholders in this particular example?
Calculate your lifetime value for three service organisations that you use – for example, supermarket, clothing retailer, music download website, bar or bank. What are the problems in assessing
Reread the case example ‘Revenge of the taxi driver’. What do you think are the problems of platform services such as this rating both providers and users of a service?
Reread the case example on the Harley Owners Group (H.O.G.). Why does Harley-Davidson put so much effort into promoting this club?
As described in the chapter, some customers abuse service providers. How would you: (a)try to reduce the number of customers who return garments that have been worn to an online clothes retailer; and
What advice would you give to Travis Bickley regarding the way the firm classifies its clients?
What should be done to improve its relationships with its clients?
Is the adoption of key account management a good idea for P-Mecxx?
To be able to explain the basis of customer satisfaction
To be able to define service quality in terms of customers’ expectations and perceptions
To understand some of the issues involved in how expectations and perceptions can be ‘managed’
To be able to list some of the factors that can be used to operationalise service quality
Reread the case example on Le Berceau des Sens.(a) What should the restaurant be doing to make sure that its customers’ expectations are managed appropriately? (b) At what point do you think
Reread the case example on Guestology at Optiker Söderberg. Make the cases for and against drawing on Disney theme park principles as an appropriate model for retail service quality.
Reread the case example on Campwagen Conversions. What else could Ami and Tom do to manage their customers’ expectations and perceptions of their service?
This is an account of what was described as a‘nightmarish’ flight:It was a 13-hour flight that I will never forget. The trouble began when the passenger in the next seat to me boarded. He had
Some organisations that provide high-volume services, such as retailers and restaurant chains, use ‘mystery shoppers’ to check on their service quality. Mystery (or secret) shoppers are people
Following a survey that revealed that the customers in its most popular branches commented on the fact that serving staff were always ‘happy and smiling’, a chain of quick-service
Evaluate the quality of service provided by the NBSU.
What recommendations would you make for improvement?
To be able to define ‘customer experience’
To understand the nature and impact of servicescapes
To be able to explain the impact of front- and back-office processes on the customer journey
To understand the importance of managing the total chain of processes experienced by customers
To appreciate the role of service technology in developing the customer experience
The movie cinema has remained virtually unchanged since it was first introduced over a century ago. And, until recently, cinemas were the only way to watch a film. The basic idea of a movie cinema
For years there has been something of a question mark over the future of retail banks. Many banks have reduced the number of their branches. However, banks are keen to make sure that those that do
The pedestrian-crossing lights in New York City, like most other cities, required pedestrians to press a button if they wanted the lights to change.Then, over the course of many years, and without
A hospital in a large city (where there are several hospitals) is considering posting current waiting times outside its ‘Accident and Emergency’(emergency room) department. According to the
Apple opened its ‘Apple Stores’ in smart high streets all over the world. Then it was reported that Apple would be opening a store-within-astore in one of the world’s most famous department
LAX airport in Los Angeles is the fourth-busiest airport on earth. It has also been judged the worst airport in the world.32 What do you think are the factors that determine the customer experience
Working from Elena’s reactions, chart her ‘emotional journey’ during her customer experience.
How could the university’s IT services have improved Elena’s customer experience?
To understand why service delivery can be such a pressurised task
To be able to explain some of the issues in managing service staff
To appreciate the difference in discretion between compliant and adaptive organisations
To be able to describe some customer roles and their importance
Bentown Housing Association is a social landlord charity that owns and manages around 6,000 properties in the south of the UK. Employing around 650 people, it is a quasi-government body that provides
Reread the case example, ‘It’s not part of the job –Co-op’s “Safer Colleagues, Safer Communities”campaign’. In addition to technological solutions such as SmartWater, what else could
When services talk about ‘customer training’, what do you think that they see as the main advantages?
Reread the case example ‘Caring for your players’.What do you think are the main pressures on professional sportspeople that someone in a sports-related service, such as Sara at Scarlets, has to
‘Happy employees mean happy customers’ is at the core of the service–profit chain. How do you think that idea applies to (a) a performance of an opera at a grand opera house, and (b) heart
Many services require their front-line staff to adopt very prescriptive dress standards. What factors should be taken into account when deciding on what is considered appropriate clothing and
What conclusions could Julie draw from the data?
What are the issues and implications for the chain?
To be able to define what is meant by ‘organisational culture’ and specifically‘service culture’, and why both are important

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