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service management operations strategy

Questions and Answers of Service Management Operations Strategy

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
2. A data centre is ‘a facility composed of networked computers and storage that businesses or other organisations use to organise, process, store and disseminate large amounts of data.A business
1. Consider the music business as a supply network. How did music downloads and streaming affect artists’ sales? What implications did electronic music transmission have for record shops?
3. What were the advantages and disadvantages of each location option open to Phanchem, and why do you think it eventually chose to co-locate with AE?
4.6 Where should operations be located?
4.5 How much capacity should operations plan to have?
4.4 What configuration should a supply network have?
4.3 How do operations decide what to do in-house and what to outsource?
4.2 How vertically integrated should the operation’s network be?
4.1 Does the operation understand its place in its supply network?
5. A janitor called Murray Spangler invented the vacuum cleaner in 1907. One year later he sold his patented idea to William Hoover, whose company went on to dominate the market.Now, the Dyson vacuum
3. Innovation becomes particularly important at the interface between offerings and the people that use them. Consider two types of website:a) those that are trying to sell something, such as
2. ‘We have to get this new product out fast’, said the Operations Director. ‘Our competitors are close behind us and I believe their products will be almost as good as ours when they launch
4. What would you advise Izzy and Oli to do now, and why? ‘Anyone who has been involved with designing and constructing video games will tell you that game development never goes as planned. I
3. What would you have done differently? ‘Anyone who has been involved with designing and constructing video games will tell you that game development never goes as planned. I sometimes think that
2. List the reasons that could have contributed to the Fierybryde development falling behind schedule. ‘Anyone who has been involved with designing and constructing video games will tell you that
1. Was it a mistake for Widescale to embark on the Fierybryde development? ‘Anyone who has been involved with designing and constructing video games will tell you that game development never goes
3.5 Is the development of products and services and of the process that created them simultaneous?
3.4 Are the resources for developing product and service innovation adequate?
3.3 Is the product and service innovation process defined?
3.2 Are the product and service innovation process objectives specified?
3.1 What is the strategic role of product and service innovation?
5. Visit the website of any large cement and aggregate company. How does it present its CSR strategy? What do you think are the difficulties of forming a CSR strategy in this type of company?
4. Xexon7 is a specialist artificial intelligence (AI) development firm that develops algorithms for various online services. As part of its client services it has a small (ten-person) helpdesk call
3. DSD designs, makes and supplies medical equipment to hospitals and clinics. Its success was based on its research and development culture. Although around 50 per cent of manufacturing was done
2. The Managing Partner of The Brandfair Partnership (TBP) describes her business: ‘It is about four years now since we specialised in the small-to-medium firms’ market. Before that we also used
4. An IKEA executive was reported as saying that in some parts of the world ‘. . . we have reached the point of“peak stuff”’. It was interpreted by some as a warning that consumer appetite
3. How does the strategy of increasing its online presence impact on these trade-offs? For decades, IKEA has been one of the most successful retail operations in the world, with much of its success
2. What trade-offs are customers who go to these big stores making? For decades, IKEA has been one of the most successful retail operations in the world, with much of its success founded on how it
1. In the traditional IKEA ‘big box’ stores, what is the relative importance of the operational performance objectives(quality, speed, dependability, flexibility, cost), compared to a
2.7 Does operations strategy set an improvement path?
2.6 Are the four perspectives of operations strategy reconciled?
2.5 Does operations strategy develop the capability of its resources and processes (inside-out)?
2.4 Does operations strategy learn from operational experience(bottom-up)?
2.3 Does operations strategy align with market requirements(outside-in)?

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