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service management operations strategy

Questions and Answers of Service Management Operations Strategy

12.5 How can improvement be made to stick?
12.4 What techniques could be used to facilitate improvement?
12.3 What is the most appropriate improvement path?
12.2 What is the gap between current and required performance?
12.1 Why is improvement so important?
4. Examine the value-added versus non-value-added times for some other services. For example:a) Handing-in an assignment for marking if you are currently studying for a qualification(the typical
3. An insurance underwriting process consists of the following separate stages:What is the ‘value-added’ percentage for the process???? (Hint: use Little’s Law to work out how long applications
2. Consider this record of an ordinary flight: ‘Breakfast was a little rushed but left the house at 6.15. Had to return a few minutes later, forgot my passport. Managed to find it and leave(again)
1. Re-examine the description of the Toyota Production System at the beginning of the chapter.a) List all the different techniques and practices that Toyota adopts. Which of these would you call lean
5. Are any benefits from scrapping the waiting room in the clinic worth the underutilisation of the four consulting rooms that Fredrik envisages creating???? When Denize Ahlgren arrived at St
3. 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
2. Do you think that P????r Solberg is right in thinking that there is a limit to how far a hospital can go in adopting lean ideas???? When Denize Ahlgren arrived at St Bridget’s, one of the main
1. What benefits did St Bridget’s get from adopting first a continuous improvement and then a lean approach???? When Denize Ahlgren arrived at St Bridget’s, one of the main hospitals in the
11.7 Is lean synchronisation applied throughout the supply network?
11.6 Is variability minimised?
11.5 Are processes flexible?
11.4 Does supply exactly match demand?
11.3 Is flow streamlined?
11.2 What are the barriers to lean synchronisation?
11.1 What are the benefits of lean synchronisation?
5. Think through the following three brief examples. What type of control (according to Figure 10.12) do you think each one warrants????a) The Games Delivery Authority (GDA) was a public body
3. It takes six hours for a contract laundry to wash, dry and press (in that order) a batch of overalls. It takes 3 hours to wash the batch, 2 hours to dry it, and 1 hour to press it. Usually each
1. Mark Key is an events coordinator for a small company. Returning from his annual holiday in France, he is given six events to plan in September. He gives them the codes A–F. He needs to decide
5. What do you see as the advantages and disadvantages of allowing direct customer reservations???? It had been ten years since Dan Audall founded Audall Auto Servicing as an independent
4. Why is the valeting facility such a bottleneck when there should be plenty of capacity???? It had been ten years since Dan Audall founded Audall Auto Servicing as an independent vehicle-servicing
3. How should Diya make a decision about keeping ‘emergency stocks’ of parts for which delivery times are uncertain???? It had been ten years since Dan Audall founded Audall Auto Servicing as an
2. Is Dan right to be concerned that the workshop’s utilisation is only 83 per cent???? It had been ten years since Dan Audall founded Audall Auto Servicing as an independent vehicle-servicing and
1. The schedule in Figure 10.14 indicates that (a) the more predictable jobs tend to be loaded earlier in the day, and(b) technicians are allocated different types of job. If these two assumptions
10.3 Are core planning and control activities effective?
10.2 Is resource planning and control information integrated?
10.1 Does resource planning and control have all the right elements?
5. Most countries have blood collection and distribution services that collect from donors, process the blood by either breaking it down into its constituent parts or keeping it whole, and
4. ‘Our suppliers often offer better prices if we are willing to buy in larger quantities. This creates a pressure on us to hold higher levels of stock. Therefore, to find the best quantity to
3. A fruit-canning plant has a single line for three different fruit types. Demand for each type of tin is reasonably constant at 50,000 per month (a month has 160 production hours). The tinning
1. A supplier makes monthly shipments to ‘House & Garden Stores’, in average lot sizes of 200 coffee tables. The average demand for these items is 50 tables per week, and the lead time from the
5. What recommendations would you make to the company? Founded more than 20 years ago, supplies4medics.com has become one of Europe’s most successful direct-mail suppliers of medical hardware and
4. Calculate the EOQs for the A items. Founded more than 20 years ago, supplies4medics.com has become one of Europe’s most successful direct-mail suppliers of medical hardware and consumables to
1. Prepare a spreadsheet-based ABC analysis of usage value. Founded more than 20 years ago, supplies4medics.com has become one of Europe’s most successful direct-mail suppliers of medical hardware
9.5 Is inventory being controlled effectively?
9.4 Are inventory orders being placed at the right time?
9.3 Is the right quantity being ordered?
9.2 Why should there be any inventory?
9.1 Is the role of inventory understood?
5. Panettone is the Italian Christmas cake, traditionally made in Milan. Now it has become popular outside its traditional Italian markets, and more than 40 million of them are consumed throughout
4. Seasonal demand is particularly important to the greetings card industry. Mother’s Day, Father’s Day, Halloween, Valentine’s Day and other occasions have all been promoted as times to send
2. In a typical seven-day period, the planning department of the pizza company programs its‘Pizzamatic’ machine for 148 hours. It knows that changeovers and set-ups take eight hours and
1. A pizza-making company has a demand forecast for the next 12 months that is shown in the table below. The current workforce of 100 staff can produce 1,500 cases of pizzas per month.a) Prepare a
2. What advice would you give Sofia and how would you prioritise potential improvements? ‘Carlos, are you ready to head out then?’, Antônia called across the office. ‘Too right! After the
1. What do you think are the key issues faced by Fresh-Lunch and what are the underlying reasons for these issues? ‘Carlos, are you ready to head out then?’, Antônia called across the office.
8.5 Have the consequences of capacity management decisions been considered?
8.4 Have strategies for managing the 'supply side' been considered?
8.3 Has the operation’s current capacity been determined?
8.2 Have patterns of demand been understood and influenced?
8.1 Is the importance of capacity management understood?
6. Airline catering is a tough business. Meals must be of a quality that is appropriate for the class and type of flight, yet the airlines who are its customers are always looking to keep costs as
4. If you were the owner of a small local retail shop, what criteria would you use to select suppliers for the products that you wish to stock in your shop???? Visit three shops that are local to you
3. The example of the bullwhip effect shown in Table 7.4 shows how a simple 5 per cent reduction in demand at the end of a supply chain causes fluctuations that increase in severity the further back
2. A chain of women’s apparel retailers had all their products made by Lopez Industries, a small but high-quality garment manufacturer. They worked on the basis of two seasons:Spring/Summer and
1. The COO of Super Cycles was considering her sourcing strategy. ‘I have two key questions:for each of our outsourced parts, what is the risk in the supply market, and what is the criticality of
3. If HPC were to adopt a sourcing strategy with a preference for local SMEs:(a) How might it engage effectively with local businesses to encourage bids????(b) How might it effectively configure
2. What other factors are affecting the decision???? It was a warm afternoon as Stefano Moretto, Commercial Director of Hinkley Point C (HPC), and Eva Glines, Senior Supply Chain Engagement Manager,
1. How do the characteristics of different site operations services influence the sourcing decision (MNCs versus local SMEs)???? It was a warm afternoon as Stefano Moretto, Commercial Director of
7.6 Are supply chain dynamics under control?
7.5 Are supply chains run effectively?
7.4 Has the approach to supplier selection and negotiation been determined?
7.3 Has the sourcing configuration been determined?
7.2 What type of supply chain relationship should be adopted?
7.1 Is the nature of supply chain management understood?
5. 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 takes 7.2 minutes of work, how many
4. 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 3 minutes in the
2. ‘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
1. Most of us are familiar with ‘drive-through’ fast-food operations. Think about (or better still, visit) a drive-through service and try mapping what you can see (or remember) of the process
3. How could the ARAPU process be improved???? Action Response is a London-based charity dedicated to providing fast responses to critical situations throughout the world. It was founded by Susan
2. What is the main problem with the current ARAPU process????’ Action Response is a London-based charity dedicated to providing fast responses to critical situations throughout the world. It was
1. What objectives should the ARAPU process be trying to achieve???? Action Response is a London-based charity dedicated to providing fast responses to critical situations throughout the world. It
6.5 Is process variability recognised?
6.4 Are process tasks and capacity configured appropriately?
6.3 How are processes currently designed?
6.2 Are process performance objectives clear?
6.1 Is the importance of detailed process design understood?
6. Visit a supermarket and observe people’s behaviour. You may have to exercise some discretion when doing this; people generally don’t like to be stalked a round the supermarket too obviously.a)
5. Revisit the case example that examines Legal and General’s modular housing venture (see p. 169). Does their use of a factory to ‘build’ houses invalidate the idea that volume and variety
4. A direct marketing company sells kitchen equipment through a network of local representatives working from home. Typically, individual orders usually contain 20–50 individual items.Much of the
2. A company that produces a wide range of specialist educational kits for five–ten-year-olds is based in an industrial unit arranged in a simple layout with six departments, each performing a
4. Use the above information to draw a ‘product–process matrix’. What does it indicate???? Grace Whelan, Managing Partner of McPherson Charles, welcomed the three solicitors into the meeting
3. How would you describe each team’s process in terms of its layout, the technology (if any) it uses, and the job designs of its staff???? Grace Whelan, Managing Partner of McPherson Charles,
2. Where would you place each service in a scale that goes from relatively low volume/relatively high variety, to relatively high volume/relatively low variety???? Grace Whelan, Managing Partner of
1. What are the individual ‘services’ offered by each of the three teams???? Grace Whelan, Managing Partner of McPherson Charles, welcomed the three solicitors into the meeting room. She outlined
5.5 Are job designs appropriate?
5.4 Are process technologies appropriate?
5.3 Are process layouts appropriate?
5.2 Do processes match volume–variety requirements?
5.1 Does the operation understand the importance of how it positions its process resources?
5. Divide this estimate by the number of seasons (in this case, 12) and multiply by the seasonal index to provide a seasonal forecast.Table 4.4 shows the weekly demand for Eurospeed, a Europe-wide
4. Estimate next time period’s (in this case, annual) total demand using one or more of the qualitative or quantitative methods described in this section.Table 4.4 shows the weekly demand for
3. Compute seasonal index by dividing average season demand (step 1) over total average demand (step 2). For example, March seasonal index equals 85>110 = 0.77.Table 4.4 shows the weekly demand
2. Calculate average demand over all ‘seasons’ by dividing total average demand by the number of seasons.For example, if total average annual demand is 1320 and there are 12 seasons (months),
1. Find the average demand for each ‘season’ by summing the demand for that season and dividing by the number of seasons available. For example, if in March we have had sales of 80, 75 and 100
5. Globalisation is very much a ‘mixed blessing’. There is little doubt that it has lifted millions out of poverty, but it has also led to the destruction of traditional cultures in developing
4. The Fast and Efficient (FAE) 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

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