...Subject Name: Quality & Operations Management Systems Subject Number: 49306 Subject Mode: Standard Assignment Number: 1 Date Submitted: 12 MAY 2014 Student Last Name: WU Student First Name: WENKUN Student ID: 11790401 1 Quality Management System (QMS) ISO 9001:200 The following tasks were completed using the example of NAB bank in Australia 1.1 Write a Quality Policy for the company in accordance with the ISO9001:2008 requirements National Australia Bank which is short for NAB is one of the four largest financial institutions in Australia NAB aims to: 1 built world class customers relationship around Australia to provide our customers with quality products and services, fair fees and charges 2 Give the best investment advice and guidance to customers to help them build up career and also help Asian active customers to achieve efficient investment. 3 deliver satisfactory and continuable financial returns to over 500,000 shareholders. 4 strengthen banking service for superannuation and the ageing people NAB will ensure the objectives mentioned above achieved by providing any required services and resources and do its best to achieve the action below: We will make our business more simple and digitized We will build up strong relationships between class customers around the world We will increase and strengthen the banking services for the superannuation and the population of older people. We will expand banking services...
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...Title OPERATIONS MANAGEMENT Courses with numerical and conceptual focus Course Planner 16031::Gurpreet Kaur Lectures 3.0 Tutorials Practicals Credits 1.0 0.0 4.0 TextBooks Sr No T-1 Title Operations Management Reference Books Sr No R-1 R-2 Other Reading Sr No OR-1 OR-2 OR-3 OR-4 OR-5 OR-6 OR-7 OR-8 OR-9 OR-10 OR-11 OR-12 Journals articles as Compulsary reading (specific articles, complete reference) The four things that a service Business must get right HBR Article , Bang & Olufsen Design Driven Innovation : HBR , Smart Product Design : HBR , Mishina, Kazuhiro. Toyota Motor Manufacturing, U.S.A., Inc. HBS Case No. 9-693-019. Harvard Business School Publishing, Boston, 1995. , Hammond, Janice H. Barilla SpA (A). HBS Case No. 9-694-046. Harvard Business School Publishing, Boston, 1994. , Latour, Almar. Nokia Handles Supply Shock with Aplomb as Ericsson of Sweden Gets Burned. The Wall Street Journal. Dow Jones & Company, Inc., 2001. , National Cranberry Cooperative HBS #688122. From Case Map , John Crane UK Ltd Case : The CAD CAM Link . HBS #691021,24p , To Move or not to Move .Case of Cathay Pacific Airways . University of Hong Kong HBS #HKU003,22p , Note on Quality: The Views of Deming, Juran, and Crosby HBS .687011 , Process Control at Polaroid , HBS, #693047 , LL Bean Item Forecasting and Inventory Management HBS, #893003, 5p , Johson Control Automotive Systems , HBS,#69308623p , Title Operations Management Concepts, Techniques & Applications Operations Management Author...
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...Programme: AAPBS LEVEL-5- Certificate in Business Mgmt Studies. Unit: Operations Management in Business Unit code: M- QCF level: 5 Credit Value: 15 Tutor: Sabrina Akbar Email- Sabrina.akbar@londonchurchillcollege.co.uk Date Set: 08/02/2012 Learner’s name and statement of authenticity Learner’s Name: …………….. Learner’s ID: Date handed-in: I certify that the work submitted for this assignment is my own. Where the work of others has been used to support my work then credit has been acknowledged. Signature: ……………………. Date: …………… 1. Introduction: Operations management is concerned about overseeing, redesigning and designing business operation in service or production of goods, efficient use of resources and effectively meeting of customer requirements. Operations management also cover the process which converts inputs into outputs like inputting raw materials or energy and labor and getting goods and services. It considers the utilization, development and acquisition of resources that organizations need to deliver services and goods their customers want. The works and jobs responsibility of operation management starts from strategic planning and ends at operational and technical levels. Operation management use various technology and ideas to reduce production and operating cost and increase productivity, improve customer services, increase product quality and improve flexibility to fulfill customer demands and needs. "The typical...
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...Mahmudul Haque Title: A Conceptual Study on the Relationship between Service Quality towards Customer Satisfaction: Servqual and Gronroosʼs Service Quality Model Perspective Journal: Asian Social Science, Vol. 8, No. 13, 2012 The article explores the effect of service quality on customer satisfation, by the use of service quality models, SERVQUAL and Gronroos. The outcome of this study is not reflected in the abstract, but it does state that suggestions for managers on implementing these concepts, are given. Both SERVQUAL and Gronroos are previously described phenomenons in service quality theory. The article seeks to compare the two models, and as a result the article takes form as a descriptive and exploratory approach. As mentioned before, the article explores service quality models, SERVQUAL and Groonroos and the article limits itself to these two service quality models and their individually limited appllication areas. The article argues that customer satisfaction is influenced by a variety of quality subjects, these include functionalty, technical, company image and service quality, and it seeks to find the effect from the aforementioned service quality models. Author: J. Will M. Bertrand and Jan C. Fresco Title: Modelling and Simulation, Operations management research methodoligies using quantitative modeling Journal: International Journal of Operations & Production Management, Vol. 22, No. 2, 2002, pp. 241-264 The research question in this article can...
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...INTRODUCTION Operations management primarily concerned with making the most efficient use of whatever resources an organisation has, so as to provide the goods or services their customer needs, in a timely and cost effective manner. Operations management can apply to virtually any kind of organisation, whether it operates in industry or commerce, services or the public sector. Every organisation must be concerned with efficiency whether or not it exists to make a profit, because it still needs to give as much value for money as possible to its customers. Operations management operates via the organisational structure which currently exists. All businesses are concerned with quality, usually because they have come to understand that high quality can give a significant competitive advantage. Quality management has come to mean more than avoiding errors. It is also seen as an approach to the way processes should be managed and, more significantly, to improve. This is because quality management focuses on the very fundamental of operations and process management – the ability to produce and deliver the products and services that the market requires, in both the short and the long term. This research paper will discuss the importance of effective operations management in achieving the objectives of Plas Newydd Care Ltd and how the existing operation management processes meet the organisation’s overall strategic management objectives. In this paper also will discuss the importance...
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...GRAFTON COLLEGE OF MANAGEMENT SCIENCE Unit Number: Unit 34: Operations Management in BusinessAssessor/Tutor : Nicholas Kelly | Registration Number : GCD 3389Learners Name: Kondwani MandeInternal Verifier (s) : Tracey Gallagher | | | Contents OPERATION MANAGEMENT IN LARGE BUSINESS 3 McDonald’s 3 Business Model 3 Mission Statement 4 Vision 4 SWOT Analysis 4 Learning Outcome 1: Understand the nature and the importance of Operations Management 8 1.1 The importance of operational management 8 Examples of operations management in McDonald’s 9 1.2 Assess the operations management in terms of production of goods and services safety, on time, low cost, quality and within the law 11 Production of goods and services safely 11 Production of goods and services on time 12 Low cost 12 Quality and within the law 13 1.3 Significance of links between operation management and strategic planning 14 1.4 Operations management system diagram 17 2.1 The impact of “Three E’s” (Economy, Efficiency and Effectiveness) make on operations management 18 Economy 18 Efficiency 18 Effectiveness 19 2.2 Identify any measure adopted for cost minimization and quality maximization 19 Measures for cost minimization and quality maximization 21 2.3 Evaluation of the significance of the five performance objectives 22 Learning Outcome 3: Understand how to organise a typical production process 25 3.1 How linear programming...
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...Introduction Operations management can be described as the practice of managing the operating core of a company: the activities related to creation, production, distribution, as well as delivery of the products or service of the company. It focus on controlling and managing the process to manufacture and distribute goods or services, and concern about the responsibility of ensuring operations in business process are effective in the terms of meeting customers’ satisfaction, as well as efficient in terms of consuming as little resources as necessary. The definition of operations management (OM) is the set of activities that creates value in the form of goods and services by transforming inputs to outputs (Jay Heizer & Barry Render, 2008). It is the function of managing the operating core of an organization: the activities associated with creation, production, distribution, and delivery of the organizations’ goods and service (Kashi Naresh Singh & Rajiy Kumar Srivastava, 2007). In this report, I would like to focus on three strategic decision areas of operations management: Quality, Supply chain management, as well as Inventory. 2 Problem Statement Tesco is one of the most successful retailer companies in the world, and Tesco’s operations strategy has contributed greatly to Tesco’s business processes. It is widely acknowledged Tesco’s operation management is effective and efficient in facilitating Tesco’s business strategy, however, how exactly Tesco’s operations management...
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...2 Task 1: Nature and the Importance of Operation Management 2 Task 2: The Link between Operation Management and Strategic Planning 4 Task 3: Organizing a Typical Production Process 6 Task 4: Application of Relevant Technique to the Production of an Operational Plan for an Organization 7 Conclusion: 9 References: 10 Introduction Operation management is a part of overall function of a business organization. It means planning, organizing, staffing, leading and controlling the resources of a company those are used to make goods or services of that particular organization. So it can also be said as a part of management function. Operation management is important for any kinds of company including for- profit, not-for-profit, social, commercial etc. IT performs the prime managerial activities of any organization. Weather the organization is service oriented or profit oriented to achieve goals it needs to manage its resources like human, technological, informational etc. organizational management makes the way for a better combination of these resources. In this assignment the nature and importance of operation management will be described. The importance of organization management for an organization, its operation in a selected organization and evaluation of operational management of a selected organization by using a process model also will be described. There is a link between operation management and strategic management it will also be explained. The importance...
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...TOWARDS A BETTER UNDERSTANDING OF SUPPLY CHAIN QUALITY MANAGEMENT PRACTICES Article: International Journal of Production Research • This paper reports the result of a comparative study of quality tools and methods adaptation by operations and supply chain managers. • SCQM is defined as a system based approach to performance improvement that leverages opportunities created by upstream and downstream linkages with suppliers and customers. • Operation management is traditional been explained by some version of an ‘inputs-transformation process- outputs’ view of the productive capability of the firms. From Quality perspective, operation managers have focused on internal activities such as process control process improvement, product design improvement and design of experiment. As a result, more and more six-sigma improvement project evolved. • In addition experts like Deming have long emphasized importance of customers and supplier. • In this paper, it explored the difference between quality management practice of operation managers and each type of managers emphasizes supply chain managers, including what quality tools. Tool can here mean the method such as benchmarking, an approach to improving quality such as process improvement team (PIT) and leadership. Literature review and hypothesis development • Supply chain management has developed as a field from the integration of operations and marketing management. As a result, a linkage with upstream firms – which...
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...GHANA INSTITUTE OF MANAGEMENT AND PUBLIC ADMINISTRATION [GIMPA] MASTERS IN BUSINESS ADMINISTRATION COURSE NUMBER: GMBA 607 MANAGING OPERATIONS Instructor: Dr. Samuel Famiyeh Office Location: D-Block, R14 GIMPA Main Campus E-Mails: sfamiyeh@gimpa.edu.gh APPOINTMENT TIME You are encouraged to talk to me about any problem or suggestions you may have concerning the course, careers, benefits of advanced courses in operations management, or things in general. If you can’t seem to find the time to talk with me face-to-face, send an email and I will respond as quickly as possible. DESCRIPTION OF THE COURSE Operations management is an area of management concerned with overseeing, designing, controlling the process of production and redesigning business operations in the production of goods and/or services. It involves the responsibility of ensuring that business operations are efficient in terms of using as few resources as needed, and effective in terms of meeting customer requirements. It is concerned with managing the process that converts inputs (in the forms of materials, labor, and energy) into outputs (in the form of goods and/or services). The course discusses the managerial processes underlying operations management in both service-providing and goods-producing organizations. Specific topics to be covered include introduction to operations management, forecasting, process design, capacity planning, facilities location and design, inventory...
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...Chapter 1 Competing with Operations Foundations of Operations Management, Ritzman & Krajewski © What Is a Process? • Process – Activities that transform inputs, add value and generate output(s) • Examples: – Manufacturing process • Furniture manufacturing: cutting or staining wood – Non-Manufacturing Process • Checking in passengers Foundations of Operations Management, Ritzman & Krajewski © 1-2 Processes & Operations Internal and external customers Inputs • • • • • • • • Workers Managers Equipment Facilities Materials Services Land Energy Processes and operations 1 3 5 2 4 Outputs • Services • Goods Figure 1.1 Information on performance 1-3 Foundations of Operations Management, Ritzman & Krajewski © Nested Processes at a Large Bank BANK Operations Cash Management Loan operations Trading operations Others ATM Support Customer transactions Service quality Others Maintain Cards Research problems Site analysis Others Retail Distribution Compliance Finance Human resources Teller Line Transactions Track branch sales ATM hotline Others Process Deposits Cash checks Safe deposit boxes Others Products Auto Finance Cards Mortgages Others Credit Applications Manage retail products Originate lease portfolio Others Loan Documentation Review credit standing Obtain manager approval Others Wholesale Trading Loan administration Leasing Others Fund Management Market making spot Dealer support Others Prepare Reports Attend meetings...
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...Free Management Library Operations Management Assembled by Carter McNamara, MBA, PhD Operations management focuses on carefully managing the processes to produce and distribute products and services. Usually, small businesses don't talk about "operations management", but they carry out the activities that management schools typically associate with the phrase "operations management." Major, overall activities often include product creation, development, production and distribution. (These activities are also associated with Product and Service Management. However product management is usually in regard to one or more closely related product -- that is, a product line. Operations management is in regard to all operations within the organization.) Related activities include managing purchases, inventory control, quality control, storage, logistics and evaluations. A great deal of focus is on efficiency and effectiveness of processes. Therefore, operations management often includes substantial measurement and analysis of internal processes. Ultimately, the nature of how operations management is carried out in an organization depends very much on the nature of products or services in the organization, for example, retail, manufacturing, wholesale, etc. Sections of This Topic Include: Purchasing Control and Coordinating Function of Management Product and Service Management Quality Management Inventory Management Logistics and Transportation Management Facilities...
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...Part One Introduction 1. The Operations Function 3. Product Design The introductory part of this book provides an overview of the operations management field and some of the prerequisites for decision making in operations: operations strategy and product design. After reading this part, the student should have an appreciation for the importance of operations to the firm, the major decisions made in operations, the linkages of operations decisions to other functions, and the need for strategy to guide all operations decision making. New-product design is treated as a cross-functional decision responsibility that precedes production of goods or services. 2. Operations and Supply Chain Strategy Chapter One The Operations Function Chapter outline 1.1 1.2 1.3 1.4 1.5 1.6 1.7 1.8 Why study operations management? Definition of operations management Decisions at Pizza U.S.A. Operations decisions—a framework Cross-functional decision making Operations as a process Contemporary operations themes Key points Student Internet exercises Discussion questions Selected bibliography “What Is OM?” Vol. XI 2 Operations management, as a field, deals with the production of goods and services. Every day we come in contact with an abundant array of goods or services, all of which are produced under the supervision of operations managers. Without effective management of operations, a modern industrialized society cannot exist. Operations is the engine that creates profit for the enterprise...
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...Management Training Courses Accelerated. Modular. Experiential Operations Management Course Planning, building and managing enterprise operations Course Methods: Experiential workshop (action learning course) Course Venue: Las Vegas, Nevada, USA Course Duration: 4 days Course Time: 9AM-4PM Course Dates: Management Training Courses Calendar Course Fees: $3,999 | Option 2: Operations Management Courses Online: $995 Why IIM?: CEO Club | Training Excellence | Client Testimonials Course Audience: * COO's Team: Operations Managers, Procurement Managers, Supply Chain Managers, Production Managers, Manufacturing Managers, Warehousing Managers, Inventory Managers, Quality Managers, R&D Managers, Innovation Managers, Project Managers, Entrepreneurs, and Operations Management Consultants. Course Objectives: * Provides an understanding of operations management framework * Offers experiential analysis to understand the challenges of COOs and Operations Managers * Provides an understanding of the functions and practices of production and operation managers * Training topics include supply chain management, research and development (R&D), manufacturing, project management and quality management * Provides insights on how to develop strategies, initiatives and programs to introduce and sustain competitive operations in organizations * Focuses on lean six sigma best practices, tools and models to develop and...
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...Operations Management (McDonalds Case Study) INTRODUCTION - OPERATIONS MANAGEMENT: Operations management can be defined as the planning, scheduling , and control of the activities that transform inputs into finished goods and services. In other words, it is ‘a field of study that focuses on the effective planning , scheduling, use, and control of a manufacturing or service organisation through the study of concepts from design engineering, industrial engineering, and management information systems, quality management, production management, accounting, and other functions as the affect the operation.’ (APICS Dictionary, 1995) Operations management concerns making the most efficient use of whatever resources an organisation has so as to provide the finished goods or services that its customer need in a timely and cost effective manner. (Barnett ,1996). Operations management is related with the strategy of the organisation. In this coursework, we will demonstrate the relationship between the operations management and the strategy of the organisation with the help of a corporate entity. The corporate entity chosen is McDonald's Corporation. COMPANY BACKGROUND McDonald's Corporation is the world's largest chain of fast-food restaurants. The business began in 1940, with a restaurant opened by siblings Dick and Mac McDonald in San Bernardino, California. Their introduction of the "Speedee Service System" in 1948 established the principles of the modern fast-food restaurant...
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