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service management operations strategy

Questions and Answers of Service Management Operations Strategy

2 Should the process be redesigned, and if so, which option should be adopted? Andy Curtis, the Mortgage Operations Manager for North West Constructive Bank (NWCB), had launched a major investigation
1 Does it matter that Andy and his team cannot allocate all the time necessary to process a mortgage application to individual activities? Andy Curtis, the Mortgage Operations Manager for North West
Are process performance objectives understood?
What is process design–analysis?
Robot-type technology is starting to play a part in some medical surgical procedures. What would it take before you were willing to subject yourself to a robot doctor?
Many universities and colleges around the world are under increasing pressure to reduce the cost per student of their activities. How do you think technology could help operations such as
Consider a retail bank. It has many services that it could offer through its branch network, using telephone-based call centres, or using an Internet-based service. Choose a service that (like the
Revisit the example at the beginning of this chapter that examines some of the principles behind supermarket layout.Then visit a supermarket and observe people’s behaviour. You may wish to try and
Visit a branch of a retail bank and consider the following questions:● What categories of service does the bank seem to offer?● To what extent does the bank design separate processes for each of
McPherson Charles, based in Bristol, UK, has rapidly grown to be one of the biggest law firms in the region. The company is embarking upon a ‘plans for the future’ programme aiming to improve the
3 How would you recommend that Andy sets about improving the performance of his processes? It had been a long day for Andy Curtis when he emerged from the meeting. In spite of the early May sunshine
2 What appears to be the volume–variety position of the new centre? Is it different from the old centres? It had been a long day for Andy Curtis when he emerged from the meeting. In spite of the
1 Is Andy right that Marketing should have forecast the last-minute surge in demand for the ‘discounted rate’product? It had been a long day for Andy Curtis when he emerged from the meeting. In
Is process technology appropriate?
What is process design–positioning?
Tesco.com is now the world’s largest and by far the most profitable online grocery retailer. In 1996 Tesco.com was alone in developing a ‘store-based’ supply network strategy. This means that
Many developing nations are challenging the dominance of more traditional Western locations, notably Silicon Valley, for high-tech research and manufacturing. Two examples are Bangalore in India and
For the Walt Disney Corporation, the decision to invest in Disneyland Paris was one of the most important location decisions it had ever made. The decision was in two parts. First, should Disney open
Freeman Biotest, a large company who supply the food-processing industry, is having problems with one of their process lines, a ‘Brayford line’. They are uncertain about whether to replace it
4 What do you see as the main dangers facing DSF as it changes its capacity over the next five or six years? DSF is a small but technically successful company in the man-made fibre industry. The
3 What criteria have you used to make your recommendations? DSF is a small but technically successful company in the man-made fibre industry. The company is heavily dependent on the sales of
2 In which locations would you make these capacity changes? DSF is a small but technically successful company in the man-made fibre industry. The company is heavily dependent on the sales of
1 What order schedule would you propose for conversions and new plant? DSF is a small but technically successful company in the man-made fibre industry. The company is heavily dependent on the sales
How much capacity should each operation in the supply network have?
What is supply network design?
McDonald’s has come to epitomize the ‘fast food’ industry. When the company started in the 1950s it was the first to establish itself in the market. Now there are hundreds of ‘fast food’
Search the Internet site of Intel, the best known microchip manufacturer, and identify what appear to be its main elements in its operations strategy.
Revisit the description of Southwest Airlines. Think about the following issues:● How is Southwest Airlines different from a ‘full service’ airline such as British Airways or KLM?● What seem
‘It is about four years now since we specialized in the small to medium firms market. Before that we also used to provide legal services for anyone who walked in the door. So now we have built up
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 which, at a
Long Ridge Gliding Club is based in the UK on the crest of a ridge overlooking spectacular scenery. The club services two broad types of customer: club members and casual flyers that come for one-off
5 What challenges does the move to becoming a ‘service provider’ pose for the company? The last four years have been characterized by many challenges, many opportunities grasped, many lessons
4 What do you see as the strengths and weaknesses of the company’s approach to developing its operations strategy? The last four years have been characterized by many challenges, many opportunities
3 How has each division’s operations resource capability developed in relation to the requirements of its market over time? The last four years have been characterized by many challenges, many
2 What do you see as the operation’s strategies for each of the three divisions of the company? The last four years have been characterized by many challenges, many opportunities grasped, many
1 What are the significant strategic events in the history of the company from its foundation to the present day? The last four years have been characterized by many challenges, many opportunities
Does operations strategy set an improvement path?
Does operations strategy align market requirements with operations resources?
Does operations strategy make sense from the top and the bottom of the business?
Does the operation have a strategy?
Find a copy of a financial newspaper (Financial Times, Wall Street Journal, Economist, etc.) and identify one company that is described in the paper that day.● What do you think would be the main
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
Visit a furniture store (other than IKEA). Observe how the shop operates, for example, where customers go, how staff interact with them, how big it is, how the shop has chosen to use its space, what
Described as having ‘revolutionized the concept of sandwich making and eating’, Prêt A Manger opened their first shop in the mid-1980s, in London. Now they have over 130 shops in the UK, New
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.
Since their inception 17 years ago, EleXon computers have grown and diversified from a small unit assembling and selling computers primarily within the UK, into a much larger international company
5 Evaluate Van Hopen’s idea of increasing the flexibility with which the different parts of the company work with each other. ‘Our growth over the last two or three years has just been amazing.
4 What are the major processes within AAF, and how do they relate to each other? ‘Our growth over the last two or three years has just been amazing. We have clients all over Europe and although
3 Sketch out how you see the supply network for AAF and AAF’s position within it. ‘Our growth over the last two or three years has just been amazing. We have clients all over Europe and although
2 What contribution does he seem to expect from his operations? ‘Our growth over the last two or three years has just been amazing. We have clients all over Europe and although many of the jobs we
1 Do you think Marco Van Hopen understands the importance of operations to his business? ‘Our growth over the last two or three years has just been amazing. We have clients all over Europe and
Should all processes be managed in the same way?
Does operations and process management have a strategic impact?
Does the business take a process perspective?
What is operations and process management?
2. Why are such visualizations becoming more important? The oil industry has always placed a high value on project management. Cost and time overruns in the construction of offshore facilities or
1. Why do you think a realistic picture of a completed project helps the process of project management? The oil industry has always placed a high value on project management. Cost and time overruns
1. What are the main issues facing Oxfam’s project managers in terms of:• Globalization and international management• Environmental management• Social responsibility• Technology•
3. What general advice would you give her to help her to manage this project? Lemming Television (LTV) is a television production company that specializes in making outside broadcast (OB)
2. Which are the jobs that she will have to manage particularly closely? Lemming Television (LTV) is a television production company that specializes in making outside broadcast (OB) ‘specials’
1. Can Flo get the project together in time to start shooting on schedule? Lemming Television (LTV) is a television production company that specializes in making outside broadcast (OB) ‘specials’
2. What factors contributed to ‘uncertainty’ in the project and how might these factors have been dealt with? The £15 billion Channel Tunnel project was the largest construction project ever
1. What factors made the C hannel Tunnel a particularly complex project and how might these have been dealt with? The £15 billion Channel Tunnel project was the largest construction project ever
2. What was the ‘project environment’ for this project? The British Airways (BA) London Eye is the world’s largest observation wheel with a diameter of 135 m, carrying 32 capsules of up to 25
1. How would you characterize this project? The British Airways (BA) London Eye is the world’s largest observation wheel with a diameter of 135 m, carrying 32 capsules of up to 25 people on a
1. What are the advantages of such ‘distance monitoring’ to the people or operations being monitored, and to those doing the monitoring? Monitoring the performance of equipment at a distance was
1. Does this incident invalidate the use of failure data in estimating component life? In January 2001, an electrical firm in Suffolk, England, lost something that had been part of their lives (or at
2. If you were the accident investigator, what questions would you want to ask in order to understand why this failure occurred? For over half an hour, the pilot of an Airbus A320 jet with nearly 200
1. Why should fly-by-wire aircraft pose a more complex maintenance problem than conventional aircraft, which have a physical link between the control and the flaps? For over half an hour, the pilot
2. Why did the ticket-issuing and reservations system cause such chaos? Sleek, fast and smooth, the TGV trains of France’s SNCF rail network look more like aircraft than the traditional train. They
1. This case contrasts two operations processes that affect overall quality from a customer’s point of view. What are these two operations processes and what other operation might affect the
3. When are failure and recovery particularly important to an operation? Fiona Rennie sat and enjoyed her coffee at the Warsaw airport. Returning home to the UK after a week of energetic academic
2. Draw up a ‘failure plan’ for delays of this type. How could it help the airline to improve its recovery procedures further? Fiona Rennie sat and enjoyed her coffee at the Warsaw airport.
1. Is Fiona a particularly tolerant person or was she right to be impressed by the way British Airways reacted? Fiona Rennie sat and enjoyed her coffee at the Warsaw airport. Returning home to the UK
2. Of the five performance objectives (quality, speed, dependability, flexibility, cost) which do you think are the most difficult to discover about your competitors’ performance? Possibly, the
1. What kind of information did Xerox discover in its benchmarking study? Possibly, the best-known pioneer of benchmarking in Europe is Rank Xerox, the document and imaging company, which created the
3. Is he right to be unconcerned about the size of menu (i.e. the range of different dishes offered on his standard menu) and his policy of not offering off-peak price discounts?Alan Ray was speaking
2. Do you think he is right to feel aggrieved by his operation’s poor showing on the document errors factor?Alan Ray was speaking after the publication of an article in the Conference Centre
1. On what competitive factors would you advise Alan to concentrate if he wished to improve the competitive performance of his operation?Alan Ray was speaking after the publication of an article in
Question 2. What do you think are the main operations management issues faced by call-centre managers?
Question 3. What do you think might be the main obstacles facing Sean Guilliam in trying to improve CA performance?
3. What do you think might be the main obstacles facing Sean Guilliam in trying to improve CA performance? One of the most significant trends in the financial services industry has been the growth in
2. What do you think are the main operations management issues faced by call-centre managers? One of the most significant trends in the financial services industry has been the growth in telephone
1. What do the five operations performance objectives (quality, speed, dependability, flexibility and cost) mean for call-centre operations such as Lombard’s? One of the most significant trends in
1. What are the particular challenges of implementing an improvement programme in a developing country? South African Breweries plc is currently the third largest brewing company in the world. SAB
1. What other examples can you think of, where the ability to include ‘markers’ within any material could protect a company from fraud? After any product leaves the factory it becomes
3. Apply the gap model of quality diagnostics to the company. H&H was established in Birmingham England, by two young entrepreneurs, Dave Philips and Chris Agnew, both experienced in the hardware
2. Do you think that the company’s use of statistical quality control is sensible? H&H was established in Birmingham England, by two young entrepreneurs, Dave Philips and Chris Agnew, both
1. How does the company compete in its market place and what is the role of ‘quality’ in its competitive strategy? H&H was established in Birmingham England, by two young entrepreneurs, Dave
4. What costs have been created by these problems, and how do they compare with the underlying costs at the root cause of the problem? The idea of having a Personal Banking Consultant (PBC) seemed a
3. Evaluate Sue’s reaction to the problems at every stage. Was the bank’s service recovery successful? The idea of having a Personal Banking Consultant (PBC) seemed a great one at the time it was
2. How were the customers’ expectations influenced from the outset? The idea of having a Personal Banking Consultant (PBC) seemed a great one at the time it was suggested. For a modest annual fee,
1. What were the gaps between the customers’ expectations and perceptions in the process described? The idea of having a Personal Banking Consultant (PBC) seemed a great one at the time it was
Question 1. What are the benefits of being able to compare the amount of defects in a human resource process with those of collection or billing?
Question 2. Why is achieving defects of less than 3.4 per million opportunities seen as important by Xchanging?
Question 3. What are the benefits and problems of training Black Belts and taking off their present job to run the improvement projects rather than the project being run by a member of the team that
3. What 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 with
2. Why is achieving defects of less than 3.4 per million opportunities seen as important by Xchanging? ‘I think Six Sigma is powerful because of its definition; it is the process of comparing
1. What are the benefits of being able to compare the amount of defects in a human resources process with those of collection or billing? ‘I think Six Sigma is powerful because of its definition;
Question 3. If we could halve all changeover times in the factory, what effect would this have on inventory?

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