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business
service management operations strategy

Questions and Answers of Service Management Operations Strategy

3. To what extent is Rolex dependent on its reputation to uphold its market position?
2. What constitutes continuous improvement, and how might this be applied to Rolex's service operations?
1. How might knowledge transfer be applied in the wider context of Rolex's operations?
3. How is the organization achieving success? What are the success factors?
2. Where is the organization heading? What is regarded as success?
1. What are the conditions for the organization? What is the current state?
1. How does a very fast changing environment influence the improvement measure types used?
1. How can lead users be used to strengthen the organization's attempts to improve a service.
1. Of the DECIDE steps, which would be most challenging for services. delivered to several countries?
2. What are the benefits and risks of having the same people participating in all PDCA steps for a particular service?
1. How can customers/users be involved in each PDCA cycle steps?
4. How standardized should the operations of the DM-DDS be, and how could staff ability to operate it be ensured?
3. Are there any functions that should be automated to save time or simplify operator tasks?
2. How should the information ideally be presented for practical use?
1. What information should the DM-DSS provide to be helpful for the disaster managers?
2. What are the key decisions in selecting a DSS?
1. For what type of service would a cloud based ES solution be a particularly poor choice?
3. How important is it for Hertz to know the total cost of ownership of its rental car operations?
2. Why might procurement partnerships prove difficult for Hertz?
1. Discuss the scope of procurement management within the Hertz Corporation.
2. What are the risks associated with TCO?
1. Consider the main elements of TCO; how might these be affected by differing costs?
2. Outline a working model for supplier relationship management.
1. Why is supplier relationship management important?
2. What constitutes a service level agreement?
1. Can you think of any situation where a contract would not be required?
3. What constitutes an effective negotiation strategy and why?
2. Within the public sector, what types of services are outsourced?
1. What criteria influences public sector procurement?
2. What benefits result from alliances and consortiums?
1. What do you think the major benefits of eprocurement are?
2. What are the differences between direct and indirect procurement methods?
1. What issues arise from inappropriate procurement methods?
- Understand the total cost of ownership
- Explain the process of contract management Understanding the context of supplier relationships
-Understand what is involved in supplier selection
-Understand what is meant by eprocurement
- Differentiate between single and multiple suppliers
Identify key practices in procurement Understand the difference between direct and indirect procurement
Understand the concept of procurement management
Discuss the scope of procurement management
2. Which KPIs could be relevant to the four situations?
1. Discuss how the four customer situations could have been dealt with in a better way to avoid dissatisfaction and poor quality.
3. What benefits have DHL derived from the use of inventory management techniques such as JIT?
2. How does DHL Supply Chain division support its customers?
1. How has technology helped DHL to become one of the most efficient and innovative logistics companies in the world?
2. What advantage is there in using ABC analysis?
1. Explain what is meant by KPIs and show how they are used to measure inventory performance.
4. What is the maximum cost of capital our business can accept?
3. What else could we do to finance our inventory obligations? For example, arbitrage strategies between suppliers.
2. Where is the cash coming from to finance inventory, from retained earnings or from bank loans, etc?
1. What are the medium to long term sales forecasts?
2. Why is managing independent demand a challenge within service industries?
1. What is the difference between dependent and independent inventory systems?
2. What actions can managers take to improve inventory turnover and cost?
1. Why is managing inventory in a service industry sometimes difficult to achieve?
2. In a service context, what are the advantages and disadvantages of ecommerce systems?
1. Explain the link between ERS and ecommerce and say how each relates to logistics management.
- Explain trends in inventory management
Become familiar with and able to correctly differentiate inventory processes
- Explain the similarities and differences between inventory models
- Identify the sources of value in a service supply relationship
- Identify the inputs, outputs and constraints in the logistical process
Understand the different processes involved in logistics
Describe what logistics management is and how logistics management techniques are applied in a service context
- Identify the sources of value in a service supply relationship
Describe the different supply chain methodologies and their role in business
3. How does BA's approach to performance measurement assist the organization in meeting its objectives?
2. What are the specific challenges facing BA in determining its operations capacity?
1. What methods of forecasting would be most helpful in planning for demand? How accurate are they likely to be?
3. What likely issues would result from not having SLAS?
2. What are the advantages of undertaking performance measurement?
1. What is meant by performance measurement?
3. What does occupancy percentage tell the owner of a hotel?
2. What are the goals of yield management?
1. In your own words, explain the concept of yield management.
3. What are the advantages and disadvantages of forecasting tools?
2. In your own words, explain the life cycle curve.
1. In your own words explain why planning for demand is important.
How much data is available (techniques vary in the amount of data they require).
Is there a minimum tolerance level of errors?
Is it for short run or long run purposes?
How complicated are the relationships that are being forecasted?
What is the cost associated with developing the forecasting model, compared with potential gains resulting from its use?
- Analyse different performance measurement techniques; and how these techniques are applied in service management
- Explain yield management and how it is applied in a service context
- Conduct forecasting using time series and trend analysis
- Describe methods of forecasting demand and their application
- Explain what is meant by demand planning and what constrains demand planning
- Conduct capacity planning using data analysis
Describe what is meant by capacity management and how it is applied in a service context
3. What can go wrong in horizontal networking?
2. Which are the most important factors in inter-organizational collaborations?
1. Discuss the advantages and possible risks of creating horizontal networks.
2. What are the defining characteristics that determine company-wide performance measurement systems?
1. How can measurement systems be problematic, and in what way can the use of objectives be considered as bad management?
Should any business areas be completely shut down or sold to other actors?
If the company intends to grow, should that be done through organic growth or by acquiring other companies?
Which business areas and geographical regions should be strategically supported?
3. How would you describe the business benefits of B2B commerce?

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