Describe a customer experience you have personally encountered where the good, service, or both were unsatisfactory (e.g., defective product, errors, mistakes, poor service, service upsets, etc.). How might the organization have handled it better? Specifically identify how operations management could have helped to relieve or eliminate the problem.

References

Collier, D. A, & Evans, J. R. (2019). Operations and supply chain management. Cengage Learning.

• Chapter 1: Operations Management and Value Chains
  • Sections 1.0-1.6
• Chapter 4: Technology and Operations Management
  • Sections 4.0-4.4

Magers, S. [Samantha Magers]. (2014, April 29). What is operations management?(Links to an external site.) [Video file]. https://youtu.be/leMOReAE2hk