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business
production and operations management

Questions and Answers of Production And Operations Management

Customer recovery involves dealing with the customer, solving the problem for the customer, and dealing with, and learning from, the problem within the organisation.
Creating the right culture requires a highly supportive management style, managers who model the desired behaviours and support, encouragement and improvement, with a commitment to staff support and
Using problems to drive improvement requires the right culture, customer recovery, process recovery and staff recovery.
Service recovery is the action of seeking out and dealing with problems and failures in the provision of service in order to improve the service and operational and organisational performance.
6 And, as a result of the above, does it improve fi nancial performance?
5 Does it lead to a better job for the staff?
4 Does it drive process improvements?
3 Does it improve customer retention rates?
2 Does it lead to increased customer satisfaction (at least for those customers that the organisation wishes to retain)?
1 Is there a culture of learning from problems that drives improvement?
How can managers prevent problems occurring?
How can managers use problems to drive improvement?
How can complaining customers be dealt with?
Why do problems occur?
An animal park in Amsterdam has decided to sample 50 visitors each day (n) to see how many visitors are from overseas. The data below are for the last 7 days. If it decided to continue recording
Look again at the ‘Operations in practice’ example that includes a description of the Four Seasons Canary Wharf. (a) The company has what it calls its Golden Rule: ‘Do to others (guests and
‘Tea and Sympathy’ (not a made-up name) was a British restaurant and café in the heart of New York’s West Village. It became fashionable not only with expatriate Brits but also with native New
Understanding type I and type II errors is essential for surgeons’ quality planning. For example, in the case of appendicitis, removal of the appendix is necessary because of the risk of its
Re-read the ‘Operations in practice’ example ‘Ryanair reforms its view of service quality’. What does this example tell us about the trade-off between service quality and cost? L025
Re-read the ‘Operations in practice’ example ‘Quality at Magic Moments’.(a) How has the business changed over time?(b) What do you think are the key quality challenges facing the business?(c)
Human error is a significant source of quality problems. Think through the times that you have (with hindsight) made an error and answer the following questions. (a) How do you think that human error
Check every product and service or take a sample? L025
How should the checks be performed? L025
Should it check every service or product or take a sample? L025
Where in the operation should it check that it is conforming to standards? L025
Where should the checks take place? L025
What is total quality management(TQM)? L025
What steps lead towards conformance to specification? L025
What is quality and why is it so important? L025
What do you think are the benefits and problems of training Black Belts and taking them off their present job to run the improvement projects rather than the project being run by a member of the team
Why is achieving defects of less than 3.4 per million opportunity seen as important by Lucile? L025
What are the benefits of being able to compare the number of defects in a human resources process with those of collection or billing? L025
Which two suggestions put forward by Robyn and Nick would you recommend? L025
What improvement priority would you give to each of these performance measures? L025
What factors would you use to judge the operations performance of Ferndale Sands’? L025
Why the focus on improvement? L025
How can the improvement process be managed? L025
What techniques can be used for improvement? L025
What are the broad approaches to improvement? L025
What are the key elements of operations improvement? L025
Why is improvement so important in operations management? L025
Are any benefits of scrapping the waiting room in the clinic worth the underutilization of the four consulting rooms that Fredrik envisages? L025
Denize cannot see the benefits of Fredrik’s proposal.What do you think they might be? L025
On the St Bridget’s website there are several references to its ‘Quality Care’ programme, but none to its lean initiatives, even though lean is regarded as important by most clinicians and
Do you think that Pär Solberg is right in thinking that there is a limit to how far a hospital can go in adopting lean ideas? L025
What benefits did St Bridget’s get from adopting first a continuous improvement, then a lean, approach? L025
How lean operations considers the role of people? L025
How lean operations consider inventory? L025
How does lean compare with other approaches? L025
How does lean apply throughout the supply network? L025
How does lean eliminate waste? L025
What is lean? L025
10. Is automation in an industry a boon or a curse? Justify your comments.
9. Explain the applications of automation in the current scenario.
8. How should an organization cope up with technological change?
7. What are the different types of e-services that are being offered in the marketplace today?
6. Describe the different ways in which technology can be integrated into service operations.
5. What are the different ways in which technology can add value to the operations function for an organization?
4. Explain the role of technology in operations management and how does it increases the productivity of an organization.
3. Discuss the role of technology in providing services to customers.
2. Explain the concept of Enterprise Resource Planning. What are its benefits and scope? Discuss the role of ERP in the operations of a business.
1. What are the factors that would make you rethink your approach to IT operations management?
12. True and False (a) ERP integrates all data and processes of an organization into a single unified system (b) Artificial neural network is one of the various types of automation tools. (c)
11. With the operations Management Software portfolio, the organization can: (a) Simplify and improve business processes (b) Increase employee productivity (c) Improve customer satisfaction (d) All
10. The main trends of technology in services is/are: (a) Increase in self-services (c) Elimination of intermediate channel (b) Additional freedom of location (d) All of these
9. The main benefit of ERP systems is: (a) Increase in database errors (c) A lower order fulfillment (b) Less customer response (d) Better overall communication
8. The major roles of technology in the production system is/are: (a) Capital intensive (c) More systematic (b) Labour intensive (d) All of these
7. With the use of latest technology, the volume of production has been_______ so the cost and price has been_____ (a) Decreased, Increased (c) Increased, Decreased (b) Decreased, Decreased (d)
6. With the operations management software portfolio, you can: (a) Simplify and improve business processes (c) Increase Employee Productivity (b) Improve Customer Satisfaction (d) All of these
5. Broad Categories (A) B2C (B) C2C (C) B2B (D) G2B (a) (A)-(i), (B)-(iii), (C)-(iv), (D)-(ii) Specific Service Types (i) e-tailors (ii) Information Providers (iii) Customer Support (iv) Network
4. The ERP systems fail due to: (a) Lack of top management commitment (c) Lack of proper training (b) Lack of adequate resources (d) All of these
3. The main benefit of automated manufacturing is: (a) Increased material handling (c) Increased morale of workers (b) Increased lead times (d) Lower consistency in productivity
2. The main disadvantage of automation is (a) It replaces human operations in those tasks that involve hard or monotonous work. (b) The cost of breakdown in the case of automated industry is very
1. Which of the following is/are called traditional tradeoffs? (a) Low costs (c) Quality of product/services (b) Speed of delivery (d) All of these
2. "Along with the management of technology, the concepts of training of manpower, handling technology and customization of technology as per the requirements of the customer are must." Comment and
1. How did VeriStitch introduce and manage the technological control in the textile and clothing industry as it has provided the designer and branded products in a big way?Veristitch is a software
Describe how types of layout are often linked to process choice.
What clues does process choice provide concerning how a company competes?
Why is investment in process technology often a difficult decision to make?
‘Invention is not enough’ was the response given by a major designer/manufacturer when asked about the secrets of successful innovation. What other factors need to be managed to ensure a good
We have only scratched the surface of the topic of innovation in this chapter and have presented a general model of how the process works. What factors (for example, sector, type of product, etc.)
Introducing process innovation – change in ‘the way we do things around here’ – can be thought of in the same way as trying to launch a new product in the commercial market-place. What
‘Innovation is a survival imperative, not a luxury!’ Thinking of an organization with which you are familiar, think about whether this statement applies – and if it does, what kinds of
In this chapter we have positioned innovation as a core process in the business, concerned with renewing what the organization offers and the ways in which it does so. This process operates in
What is the The future for operations management
Many pictures of the future stress themes like ‘the learning organization’or ‘the knowledge-based business’. Such visions are likely to depend on human resources, and achieving them poses
‘The beauty of it is that with every pair of hands you get a free brain!’ This quote from a manager highlights the potential of employee involvement, but the fact remains that most organizations
In the 1980s there was great enthusiasm for the ‘lights out’ factory –a totally automated operation in which almost no people would be required. Why do you think this idea has fallen from
How and why has human resource management moved from a simple concern with recruitment and reward to a more strategic role in the business? In what ways is people management becoming a central
It is commonplace to hear managers and chairmen of companies say that ‘people are our biggest asset’ – but often this is nothing more than words. In what ways can people make a difference to
Quality management used to be a specialist function carried out by a specialist manager. Why has it become a mainstream task and a key part of the strategic operations manager’s job? How can
Why does quality matter to a business?
What do you think are the main barriers to effective implementation of TQM – and how might they be overcome?
‘Total’ quality management involves an integrated approach, combining tools, strategy, structure and involvement. What are the key components in a successful programme and how can strategic
‘Quality is free!’ proclaimed the title of Philip Crosby’s book in the 1970s. In what ways can investments in developing quality management in the business pay for themselves and make a
How should firms go about making the choice between improving their existing approach to capacity and scheduling management or radically changing their process to reconfigure the notion of capacity?
How well do firms really understand the four Vs of their business and the concepts of perishability and predictability?
In what ways are customers and suppliers competitors and collaborators?How would this apply if one of them has a monopoly?
Trace the influence of Henry Ford to today’s supply relationships:what techniques may be attributed to his ideas and in what ways are they now being questioned?
Give examples of ways in which organizations might achieve differentiation in their own sale market by managing supply in new ways.

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