Accredited by: IACBE ECBE EDUQUA Member of: CCIG FEDE FSEP AGEP ACICS FINAL EXAM 2016 MBA 603 Operations Management (PLEASE PRINT YOUR DETAILS IN CAPITAL LETTERS) Course Code: MBA 603 Course Title: Operations Management Mode of Exam: Electronic GENERAL INSTRUCTIONS All the answers must be written in the Answer script book provided. Ensure that your name and student number are written correctly on the script book. You must include a title page that lists your name, Student ID, the unit number, title of unit and pledge. Any published material you refer to must be properly referenced (Harvard Referencing) and included in a reference list at the end of your assignment. Last date of assignmnet submission is on or before 19th September 2016 Failure of submission / late submissions of the assignment would lead to a penalty of AED 1500 . (Check Assignment Submission Deadline for the submission dates) Answers with Diagram fetch extra consideration, please metnion the source of diagram. Both the Cases are complusary and contains 70 points. Any answer scripts found plagiarized will be graded '0' and the student will have to repeat the examination by paying a penalty of AED 1000. You are not supposed to use any material or other resources which has not been authorized for the exam. Mention Correct Question and Sub Question Number for accurate correction. Exam Conditions start NOW. Av. Blanc 53, 1202 Geneva, SwitzerlandT: +41 22 906 94 94 F: +41 22 906 94 90 E: info@gbs-ge.ch W: gbs-ge.ch Accredited by: IACBE ECBE EDUQUA Member of: CCIG FEDE FSEP AGEP ACICS PLAGIARISM Plagiarism is a form of cheating, by representing someone else's work as your own or using someone else's work (another student or author) without acknowledging it with a reference. This is a serious breach of the Academic Regulations and will be dealt with accordingly. Plagiarism occurs whenever you do any of the following things without acknowledging the original source: Copy information from any source (including the study guide, books, newspapers, the internet) Use another person's concepts or ideas Summarize or paraphrase another person's work. How do I avoid plagiarism? To ensure you are not plagiarizing, you must acknowledge with a reference whenever you: use another person's ideas, opinions or theory include any statistics, graphs or images that have been compiled or created by another person or organization paraphrase another's written or spoken word You are required to use the below mentioned referencing system: The Harvard Referencing System; e.g. 'Smith (1985) listed five key factors' Description of the practical session This practical session will focuses on the role of computer-based information systems in business organizations from a management perspective. The strategic nature of an information system is emphasized in relations to other business systems. You will learn that managers must also understand the major parts of an information system, their general interrelationships and appropriate terminology in order to communicate business requirements successfully with IT professionals. You will learn why MIS is a must do, how design and develop an Information system for a specific business. The assignment must be fully referenced throughout, using Harvard Referencing Guidelines (In-text referencing) to support ideas. Av. Blanc 53, 1202 Geneva, SwitzerlandT: +41 22 906 94 94 F: +41 22 906 94 90 E: info@gbs-ge.ch W: gbs-ge.ch Accredited by: IACBE ECBE EDUQUA Member of: CCIG FEDE FSEP AGEP ACICS It should be organized logically, using topic headings, subheadings and minor subheadings to break it into sections and sub-sections. All headings must be numbered sequentially. In-text Referencing: If you take any information from the textbook, website, etc, you will need to mention it between the lines within your report. Example for textbook referencing: Support organizations are those that use IS primarily for activities such as transaction processing. (Neville, 2010, p.76)(Author's last name, Year of Book Publication, Page number of the book) Example for website referencing: In a management information system, modern, computerized systems continuously gather relevant data, both from inside and outside an organization. (BBC, 2008) (Name of the Website, Year) References of your Assignment Citation: Last page of your assignment must include the complete list of the references used during the completion of your assignment with all the details. Format for referencing from print media like books: FAMILY/SURNAME, Initials. (Publication year in brackets) Book title - italicised or underlined. Series title and volume if applicable. Edition - if not the first. Place of publication: publisher. Example: NEVILLE, C. (2010) The Complete Guide to Referencing and Avoiding Plagiarism. 2nd Ed. Maidenhead: Open University Press. Av. Blanc 53, 1202 Geneva, SwitzerlandT: +41 22 906 94 94 F: +41 22 906 94 90 E: info@gbs-ge.ch W: gbs-ge.ch Accredited by: IACBE ECBE EDUQUA Member of: CCIG FEDE FSEP AGEP ACICS Format for referencing from electronic sources: Author of website FAMILY/SURNAME, Initials or WEBSITE name if no author is available. (Year - in brackets) Title of website in italics or underlined. Any numbers if necessary or available if website is part of a series. [Online in square brackets] Available from: URL. [Accessed: followed by date in square brackets]. Example: BBC NEWS. (2008) Factory gloom worst since 1980. [Online] http://news.bbc.co.uk/1/hi/business/7681569.st m. [Accessed: 19th June 2012]. Av. Blanc 53, 1202 Geneva, SwitzerlandT: +41 22 906 94 94 F: +41 22 906 94 90 Available E: info@gbs-ge.ch from: W: gbs-ge.ch Accredited by: IACBE ECBE EDUQUA Member of: CCIG FEDE FSEP AGEP ACICS CASE STUDY 1 Harley Davidson's Operation Management Harley-Davidson, Inc. is the fifth biggest player in the global motorcycle market. Established in 1903, the company is known for manufacturing heavyweight motorcycles. For example, the company focused on motorcycle enthusiasts, especially those who are interested in the chopper biking culture. However, as its mission statement now indicates, Harley-Davidson now offers more products. The mission statement shows the company's aims and approaches to develop its business. Also, Harley-Davidson's vision statement emphasizes leadership in stakeholder management. Harley-Davidson's vision statement is as follows: \"Harley-Davidson, Inc. is an action-oriented, international company, a leader in its commitment to continuously improve our mutually beneficial relationships with stakeholders (customers, suppliers, employees, shareholders, government, and society). Harley-Davidson believes the key to success is to balance stakeholders' interests through the empowerment of all employees to focus on value-added activities.\" Harley-Davidson's operations management (OM) ensures that the company maintains effective and efficient business activities to support resilience and competitiveness. Harley-Davidson's managers must determine the best options for the 10 strategic decision areas of operations management. These 10 decisions cover the key business areas that involve suitable operations management approaches. To optimize the productivity of its facilities, Harley-Davidson continues to develop its operations management practices to suit evolving business needs. For instance, motorcycle designs are regularly tested to determine satisfaction of customers' expectations and regulatory requirements. Harley-Davidson motorcycles are known for their unique and handcrafted designs. In this strategic decision area of operations management, the company's objective is to support its brand image based on available resources. This brand image emphasizes Harley-Davidson motorcycles' quality and high-end chopper design. The company aims to maximize output quality that matches the Harley-Davidson brand image and customers' expectations. The company has strict requirements for suppliers to ensure high quality motorcycles. The strategic decision always involves high quality and new technologies. Optimal production process is an objective in this decision area. At Harley-Davidson, operations managers automate processes for maximum efficiency in producing motorcycles and related products. Also, the company's production Av. Blanc 53, 1202 Geneva, SwitzerlandT: +41 22 906 94 94 F: +41 22 906 94 90 E: info@gbs-ge.ch W: gbs-ge.ch Accredited by: IACBE ECBE EDUQUA Member of: CCIG FEDE FSEP AGEP ACICS facilities address demand and cost considerations in the global market. Most of Harley-Davidson's authorized dealers are located in town and city centers. Many of these dealers are involved in deciding the location of the dealerships. Thus, Harley-Davidson's operations management addresses this strategic decision area through partially decentralized decision-making for dealership locations. In addition, the locations of the company's warehouses are based on the locations of authorized dealers to optimize the transportation efficiency of Harley-Davidson motorcycles and related products. For company-owned facilities like motorcycle production buildings, Harley-Davidson's operations management approach for this decision area involves traditional models adjusted to suit the facility's purpose. Also, a standardized set of layout design requirements are implemented for authorized Harley-Davidson dealerships. HarleyDavidson maintains a Supplier Diversity policy and ensures optimal productivity and capacity of its supply chain based on the availability of a wide variety of suppliers. operations managers focus on inventory adequacy and timeliness. Harley-Davidson addresses these concerns through automated inventory monitoring in company-owned facilities. The company also has an online system for orders and requests involving authorized dealers. Harley-Davidson has streamlined schedules for its business activities. Harley-Davidson addresses such concern through automated schedules for the supply chain and orders involving authorized H-D motorcycle dealers. Traditional operations management approaches are also used for scheduling employees' activities at Harley-Davidson's offices. HarleyDavidson's motorcycle production processes are standardized with redundancy measures. For example, the company coordinates the activities of production facilities, which minimize stock-outs by supporting each other during demand peaks. Harley-Davidson also has maintenance teams for buildings and equipment. Questions: 1. What are the 10 strategic decisions in Operations Management? Briefly explain each. (15points) 2. Discuss how Harley Davidson addresses each of these 10 strategic decisions? (20points) Av. Blanc 53, 1202 Geneva, SwitzerlandT: +41 22 906 94 94 F: +41 22 906 94 90 E: info@gbs-ge.ch W: gbs-ge.ch Accredited by: IACBE ECBE EDUQUA Member of: CCIG FEDE FSEP AGEP ACICS CASE STUDY 2 IKEA Supply Chain Process - How Does IKEA Manage its Inventory What are IKEA's best-kept secrets behind its smooth backend operations and efficient supply chain processes? The world's largest home furnishing retailer has 298 stores in 37 countries. It ranks Number 41 on Forbes' esteemed World's Most Valuable Brands list, and took in 35.5 billion in sales in 2013. IKEA has certainly come a long way in its 60 years of business since its 1943 founding in Sweden. This organization impresses not just its consumers with affordable, high quality furniture, but also competitors and companies around the world - especially with its unique supply chain and inventory management techniques. Each IKEA store is huge and holds more than 9,500 products! How in the world does IKEA offer so much at such a low price while always being able to keep items in stock? IKEA's Vision To start off, IKEA has a clear vision - to provide well designed, functional home furnishings at prices so low that as many people as possible will be able to afford them. Its various functions (supply chain operations and inventory management included) work together to support its distinctive value proposition. IKEA is distinctive by committing to a catalog of products that will be stocked for a year at a guaranteed price. Cost Savings In Furniture Design IKEA designs unique products that incur low manufacturing costs while meeting strict requirements for function, efficient distribution, quality, and impact on the environment. Av. Blanc 53, 1202 Geneva, SwitzerlandT: +41 22 906 94 94 F: +41 22 906 94 90 E: info@gbs-ge.ch W: gbs-ge.ch Accredited by: IACBE ECBE EDUQUA Member of: CCIG FEDE FSEP AGEP ACICS According to a case study produced by The Times of London, more than 50% of the products are made from sustainable or recycled products. IKEA seeks to use as few materials as possible to make the furniture, without compromising on quality or durability. By using fewer materials, the company cuts down on transportation costs because it uses less fuel and manpower to receive materials and ship products. Sustainable Relationships With Suppliers A key part of IKEA's success is credited to its communications and relationship management with materials suppliers and manufacturers to get good prices on what it procures. IKEA is a very high volume retailer - it buys products from more than 1,800 suppliers in 50 countries, and uses 42 trading service offices around the world to manage supplier relationships. They negotiate prices with suppliers, check the quality of materials, and keep an eye on social and working conditions. Although Ikea fosters competition among suppliers to ensure they attain the best prices and materials, it believes in making long-term business relationships with them by signing long-term contracts, thus lowering prices of products further. For example, IKEA has a code of conduct called the IKEA Way of Purchasing Home Furnishing Products (IWAY), containing minimum rules and guidelines that help manufacturers reduce the impact of their activities on the environment. The requirements within IWAY raise standards by developing sustainable business activities and leaving positive impacts on the business environment in which the suppliers operate. This also underlines IKEA's commitment to the 'low price but not at any price' vision. Although IKEA wants its customers to enjoy low prices, this should not happen at the expense of its business principles. Do-It-Yourself Assembly Lowers Packaging Costs Most IKEA furniture is designed and sold in pieces for the customer to assemble. The pieces are placed into convenient and efficient, flat packages for low-cost transport because they take up less room in trucks, maximising the number of products that can be shipped. Av. Blanc 53, 1202 Geneva, SwitzerlandT: +41 22 906 94 94 F: +41 22 906 94 90 E: info@gbs-ge.ch W: gbs-ge.ch Accredited by: IACBE ECBE EDUQUA Member of: CCIG FEDE FSEP AGEP ACICS The unique packaging also take up less space in warehouse bins and reserve racks, allowing for more room to stock additional items for order fulfilment. What the company saves in fuel and stocking costs is passed on to customers. Combining Retail And Warehouse Processes Every IKEA store has a warehouse on the premises. On the main showroom floor, customers can browse for items. They then obtain the products themselves from the floor pallet location with racking as high as the typical person could reach, where furniture can be purchased and taken home. Additional products are stored in reserve racks above these locations. Inventory is let down to the lower slots at night (forklifts and pallet jacks are not used during store hours for safety reasons). About one third of the lower level is comprised of a warehouse off limits to customers. This space contains items too bulky for customers to load without help from the staff. Since IKEA wants as much self-service as possible, it works to minimize the number of items in this bulk storage area. Cost-Per-Touch Inventory Tactic Having customers select the furniture and retrieve the packages themselves is an inventory management tactic called 'cost-per-touch'. As a rule of thumb, companies find that the more hands touch the product, the more costs are associated with it. For example, imagine when someone selects a piece of furniture to buy. The item is then ordered, shipped from the manufacturer, moved from the delivery truck into storage in the warehouse, moved from the warehouse to the customer's vehicle or delivered by the furniture retailer to the customer's home. Every time the product is shipped, moved, and loaded, it costs money. The fewer times someone moves or touches the item, the fewer costs are associated with it. IKEA saves costs with this guiding principle to minimise touches because it doesn't have to pay the customer to retrieve the furniture and take it home. Av. Blanc 53, 1202 Geneva, SwitzerlandT: +41 22 906 94 94 F: +41 22 906 94 90 E: info@gbs-ge.ch W: gbs-ge.ch Accredited by: IACBE ECBE EDUQUA Member of: CCIG FEDE FSEP AGEP ACICS In-Store Logistics IKEA also relies on something rare and unique concerning its logistical management of reordering products - it employs in-store logistics personnel to handle inventory management at its stores. According to the ARC Advisory Group (professionals and consultants on logistical and supply chain operations), there is an in-store logistics manager responsible for the ordering process and a store goods manager responsible for material handling logistics at all IKEA stores. The duties of the logistics personnel are to monitor and record deliveries, carefully check delivery notices, sort and separate the goods, and get them off to the correct sales area or designated overstock locations. Overall, they ensure an efficient flow of goods within IKEA stores, which is essential to maintaining high sales and enhancing customer loyalty. Maximum/Minimum Settings As Proprietary System The in-store logistics managers use an inventory replenishment management process developed by IKEA called 'minimum/maximum settings' to respond to store-level inventory reorder points and reorder products. Minimum settings: The minimum amount of products available before reordering. Maximum settings: The maximum amount of a particular product to order at one time. Due to the fact that all IKEA inventory is only stocked at night after opening hours, the logic of its min/max settings is based on the number of products that will be sold from the reserve stack of bin in a single day or two-day period. The process meets customer demand while minimising ordering too few or too many products. This strategy also ensures that IKEA has ready inventory to meet customers' demands, lowering the cost of lost sales. Using IKEA's proprietary inventory system, logistics managers know what is sold through point-of-sale (POS) data and how much inventory comes into the store through direct shipping and from distribution Av. Blanc 53, 1202 Geneva, SwitzerlandT: +41 22 906 94 94 F: +41 22 906 94 90 E: info@gbs-ge.ch W: gbs-ge.ch Accredited by: IACBE ECBE EDUQUA Member of: CCIG FEDE FSEP AGEP ACICS centres through warehouse management system data. From these data, they can forecast sales for the next couple of days and order in the suitable amount of products to meet that demand. If the sales data doesn't match the projected number of items that should have been sold that day, the logistics manager goes directly to the pallet and bin to manually count the product stock. IKEA believes its process and system allows for the right goods to be in the store with greater certainty, and at a lower cost, than the traditional retail forecasting and replenishment process. Usage Of High-Flow & Low-Flow Warehouse Facilities IKEA's store operations are supported by high-flow facilities (focused on the 20% of SKUs that account for 80% of the volume) and low-flow warehouses that are more manual. In its high-flow warehouses, IKEA employs automatic storage and retrieval systems to drive down its costs-per-touch. Products stocked in a low-flow facility are not in high demand, and operations rely on manual processes since workers will not be shifting and moving inventory around too much. These strategies have made IKEA the world's most successful furniture retailer with low operating costs and high product demand. This allows the company to stay competitive in the industry as it continually seeks more advanced methods to streamline supply chain management. IKEA has a clear vision supported by complementary cross-functional logic. This not only differentiates IKEA from its peers, but also provides it with a competitive advantage that is difficult to duplicate at other organisations. While it may be hard for other organisations to copy IKEA's successful formula with stock management and order fulfilment, IKEA's supply chain strategies pushes against boundaries. This will hopefully inspire you to develop your company's inventory strategies suited for your company's particular operations. To end off, IKEA sets an optimistic trend where more companies will move away from traditional and out-dated supply chain management strategies used for generations to seek creative and better-suited solutions to handle inventory. Av. Blanc 53, 1202 Geneva, SwitzerlandT: +41 22 906 94 94 F: +41 22 906 94 90 E: info@gbs-ge.ch W: gbs-ge.ch Accredited by: IACBE ECBE EDUQUA Member of: CCIG FEDE FSEP AGEP ACICS Questions: 1. How has IKEA differentiated itself from its competitors and created a niche market? Explain. (5ponits) 2. How has IKEA been able to lower the costs of its products? Discuss your views (15points) 3. Discuss in detail IKEA's supply chain management strategies. (15points) ~end of exam~ Submit to mba@gbsge.com Av. Blanc 53, 1202 Geneva, SwitzerlandT: +41 22 906 94 94 F: +41 22 906 94 90 E: info@gbs-ge.ch W: gbs-ge.ch