...March 2014 Module: Service Operations Management Tutor: Martin Beckinsale Acknowledgments The author would like to express appreciation to his tutor Martin Beckinsale for valuable, constructive critique and support during writing this report. Special thanks to Xinzhu Hu for her valuable ideas and comments during the writing progress. Besides, the author would like to take this opportunity to thanks George Kokkinidis and Martin Beckinsale’s passionate lectures. In addition, the author would like to thank the Kimberlin Library for the empirical data. I Summary The rapid development of supermarket industry resulted in fierce competitiveness among various companies. Therefore plenty of companies began to realise the significance of service and have launched a variety of innovative service models in order to gain a competitive advantage in the era of service-oriented. This report started from theories of service concept and service operation management and analysed the supply chain and customer order system of Waitrose, a UK supermarket. This report is aimed at building a new and deeper awareness of customers to Waitrose and help its operation management to be more advanced, more completed and more professional. After researching and analysing, the author found that Waitrose owns a mature and profound supply chain of pig meat. However, Waitrose relies too heavily on its own brands. Key Words: Supermarket, Service concept, Service operation management, Waitrose...
Words: 2300 - Pages: 10
...Service Operations Management (SOM) **Some of my notes are taken from previous MSE/STS notes & Google so don’t worry if you can’t find it in your 6P/RR ** PROBLEM 1 Services Producing Industries: * Wholesale and Retail Trade * Transport and Storage * Accommodation and F&B Services * Information and Communications * Finance & Insurance * Business Services * Other services industries Business Excellence Framework and Awards: Companies known for service excellence: E.g. MacDonalds, Ritz Carlton, CPF, NLB, OCBC, SIA Quality Award (SQA): | Organization’s attainment of world-class standards of performance excellence | People Excellence Award (PEA) | The PE Award recognizes and celebrates organisations whose outstanding people management capability has contributed significantly to business excellence. | Innovation Award (I-Award) | The I-Award recognizes and celebrates organisations whose outstanding innovation capability development approach has contributed significantly to business excellence. | Service Excellence Award | The Service Excellence Award is the highest accolade for service excellence. It recognizes the best of the best with a total approach to developing their service capability to enhance service leadership, service agility, customer delight, and customer experience.Benefits: * Organization will be able to use Service Excellence Award logo on all its materials as marketing tool. (Leveraging on the service...
Words: 16849 - Pages: 68
...J. Service Science & Management, 2009, 2: 255-264 doi:10.4236/jssm.2009.24030 Published Online December 2009 (www.SciRP.org/journal/jssm) 255 Service System Decoupling for Mass Customization: A Case Study in Catering Services Jue CHEN1, Yunhong HAO2 1 The tourism school, Zhejiang Gongshang University, Hangzhou, China; 2School of Business Administration, Zhejiang Gongshang University, Hangzhou, China. Email: chenjue8@yahoo.com Received April 17, 2009; revised June 19, 2009; accepted July 28, 2009. ABSTRACT The paper examines the key issues on system decoupling in service operations of mass customization by conducting a case study in catering services. It firstly justifies the effectiveness of applying concept of mass customization into service system decoupling to deal with the operation dilemma and then reveals the nature of decoupling decisions for mass customization purpose after discussions on the importance of modularization and the role of technologies including IT in the decoupling process. Based on these analyses, a Judgment-Matrix-based model on how to make the decoupling decisions in balancing the multiple operation objectives is then proposed and further research directions are finally suggested. Keywords: Mass Customization, System Decoupling, Customer Contact, Modularization 1. Introduction System decoupling is an effective approach to cope with the influences caused by customer contact by dividing the service system into two components: back-stage...
Words: 5284 - Pages: 22
...want a place which has a healthy atmosphere for their child to grow up in. There is a tough competition to get admission into good reputed schools. Any added help to the child can give the child an edge over others. This cannot be provided by ayahs or traditional day care centers. Service gap Currently the options available to parents are babysitters or ayahs who stay at the child’s home and take care of him/her. Another option is day care services which many stay at home moms run. There is a lack of organized player in this industry which presents a great opportunity to create a niche market for quality day care service for kids in the 0-6 age group. There is no player, organized or otherwise who offers constant touch with the kids all day. Positioning: Mission: 1. To provide home-like care for babies and kids of working couples and shape them into capable children by guiding them in cognitive, social and educational abilities. 2. To enable worry-free, uninhibited work-life, especially for working women, by enabling them to see and monitor their kids from work place through “live” feeds into their computer. Service offering and strategy: We offer premium child care services, characterized by quality ambience, nutritious food, trained care-takers and adequate interaction with children of similar age groups from other upscale residences in the locality. Apart from these, the biggest draw would be the fact that...
Words: 1044 - Pages: 5
...Operations and Supply Management: Goods and Services Similarities and Differences between Goods and Services The similarities between good and services are that goods and services provide value to the customer, and they can both be made to fit what a customer wants or needs. The delivery of both goods and services require a process to get to final delivery, so operations management is a critically important skill for both (Collier, 2007). According to Jacobs, there are five things that differentiate goods from services. They are, first, a service is an intangible process that cannot be weighed or measured, but a good has a physical presence that can be. Second, a service must be delivered via interaction with a customer whereas a product is manufactured somewhere away from the customer. Third, how a service is delivered varies as this is dependent on the customer, the service provider and the situation, but the production of goods has no variability. Fourth, the process of delivering a service is dependent on time and can’t be stored, and fifth, services are evaluated as a package of features that include the facility, goods involved in the process, and explicit and implicit services (Jacobs, pp. 11-12). Collier goes on to name a few more differences, namely the demand for services is more difficult to predict and service management skills are vital to the successful delivery of a service. Operations Management and Production Differences for Goods and Services ...
Words: 1020 - Pages: 5
...Comparative Evaluation of Retail Service Operations Chris O’Dowd Carlos Rodriguez Doug Sefcik Thao Nguyen Joshua Shibler Sam Lalgee The University of Texas at San Antonio Feasibility Report September 24, 2015 Included below is a feasibility report for the retail operations of five different retail companies. The purpose of this report is to compare these service operations across six major categories: I. II. III. IV. V. VI. Nature of Services and Classification Competitive Factors Tools and Service Strategies Service Operating Systems Service Quality and Benchmarking Facility Location and Site Selection Each section will be followed by a comparison and evaluation of the service operation systems within that section. The five service organizations that we will be examining in this report are: Best Buy, Wal-Mart, Sak’s Fifth Avenue, Amazon and the specialty kiosk I Play N Talk. Service Organizations Best-Buy Best Buy was founded by Richard M. Schulze in 1966 and has become a powerhouse in the consumer electronics industry. Their headquarters are in Richfield, Minnesota and they operate in the US, Mexico, and Canada. BestBuy has grown into a huge retail chain spanning over 1,400 stores. They started by the name “Sound of Music” in 1966 until 1983 where it was renamed to what we know it now as Best-Buy. Best-Buy employs around 125,000 people and they generate $40 billion annually. Amazon Amazon is not like most businesses. Although its headquarters...
Words: 13435 - Pages: 54
...On Service Company Sudhakar Varada Roll No: 133307 Hard Rock Café The first Hard Rock Cafe opened its doors to the public on June 14, 1971, in London, England. Founded by Isaac Tigrett and Peter Morton, two enterprising and music-loving Americans, beginning with a guitar, it is only a joke among the friends at first, later on founder of the band -Cream and Derek & the Dominoes sent a guitar of his here, and has booked a desk for a longtime. From then on, the other guitars were sent here continually, have not stopped at all times. Hard Rock Cafe was an instant classic, attracting droves of customers with its first-rate, but moderately priced casual American fare, warm service and ever-present rock 'n' roll music and sensibility. At that time it has been doing things its own way. It was initially decorated with an eye toward eclectic American. What started as an American dinner in the heart of London has blossomed into a way of life. Hard Rock In 2007, Hard Rock was sold to the Seminole Tribe of Florida, and is headquartered in Orlando, Florida. Currently, there are 191 Hard Rock locations in 59 countries including 145 cafes, 21 hotels and 10 casinos. Mission: “To spread the spirit of rock ‘n’ roll by creating authentic experiences that rock.” To spread the spirit of Rock 'n Roll by delivering an exceptional entertainment and dining experience. Hard Rock Services 1. Hard Rock Cafes 2. Hard Rock Hotels 3. Hard Rock casinos From their services I took...
Words: 8790 - Pages: 36
...Q1. Describe the GOI environment policy towards service industry. Ans1- Environmental issues in Service Sector and their respective guidelines: Sr No | Issue | Guideline Ref | Key Notes | 1 | Biomedical Waste | Bio-Medical Waste (Management and Handling) Rules, 1998. | Apply to all persons who generate, collect, receive, store, transport, treat, dispose, or handle bio medical waste in any form | 2 | Air Pollution | The Air (Prevention and Control of Pollution) Act 1981 | An Act to provide for the prevention, control and abatement of air pollution-Concurrent Subject | 3 | E Waste | E Waste (M&H) Rules, 2011 | Applies to Every producer, Consumer or Bulk Consumer involved in the manufacture, sale , purchase, and processing of electrical and electronic equipment or components except Batteries, MSMEs, & Radioactive Wastes | 4 | Solid Waste (Paper, Glass etc) | Solid Waste Management Rules 2015 | Guidelines on Handling and Management for Solid Waste generated (Segregation, disposal etc) | 5 | Waste Water | The Water (Prevention and Control of Pollution) Rules, 1975. | Rules and Guidelines...
Words: 745 - Pages: 3
...Introduction: The first part in the assignment is to identify the various problems which Walker Engineering and its packaging department is facing. As far as per my understanding the problems are basically from two major department that is manufacturing unit and the second is the packaging unit..In this part I would detail the various problems which these two departments have which is initiating a lot of other major problems for WALKER ENGINEERING ltd. WALKERS ENGINEERING LTD: The company as such is in to manufacturing of plastic moulding and is based in Huddersfield. The company is expanding its range of products specially Wheelie This company is a SME and is a family owned business with around 225 Employees. The company has a very good reputation in the market but due to tremendous competition it finds itself to re-organise to sustain and to be profitable. The owner of the company wants to use the best working practices and follow different procedures to maximise profit. It therefore wants to run a pilot scheme for the manufacturing unit and if this scheme is successful it will use it to bring transformation Diagrammatic representation of major issues at Walkers Engineering . [pic] I would like to use fish bone diagram or cause and effect diagram developed by Kaoru ishikawa to elaborate the various issues at Walkers Engineering. Fish bone diagram or ishikawa diagram is used to list systematically all different causes that may give rise...
Words: 6474 - Pages: 26
...The presence of fraud in the insurance industry is not an unknown one. Health insurance seems to have large number of these fraud cases. A larger point of concern is that as per statistics, 90% of the insurance frauds come from health policies itself. Since the key motive for every fraud is financial profit, there are no exceptions to the people who are involved in it. The involvement of these people in these cases could range from the customer, to the agent, member of hospital in question, or even the employee of the insurance company itself. COMMON OCCURRING FRAUD IN THE INDUSTRY Health frauds can be broadly divided into hard frauds and soft frauds. Each of these categories consists of situations ranging from misinterpretation of facts, to fabrication of documents, and even situations including inflation of claims. Here are some of the malpractices that the industry comes across: * Misrepresentation of facts: This is one of the largest frauds; a case qualifies as misrepresentation when the applicant is completely aware of inaccuracy of the statement provided. The most commonly falsely stated details are regarding the details of medical condition, incorrect personal details such as name, age, identity or even information such as medical history, past claim information and so on. * Fabrication of documents: It is commonly noticed that it often acts as frequent form of fraud related activities that the industry is facing now a days. These documents range from those regarding...
Words: 1054 - Pages: 5
...GD GOENKA WORLD INSTITUTE Module-gmsi402 MANUFACTURING OPERATIONS AND MANAGING SERVICES SUBMITTED TO SUBMITTED BY Mr. S. Dass NITIN KANT BHARDWAJ ACKNOWLEDGEMENT I would like to express my gratitude towards my coursework in charge Mr S. Das under whose guidance and support I completed my coursework successfully on time. INTRODUCTION The case I am provided with is about the natural calamities that occurred in Japan on March 11, 2011. The disasters that took place in Japan include a 9.0 magnitude, Tsunami waves as high as 40 metres travelled up to 10 kilometres and three nuclear reactors at Fukushima Dai-ichi faced Level 7 meltdowns. The impact of this combined disaster was so devastating that it left more than 25000 people dead, injured or missing. Big players of automobile industry such as Nissan, Honda and Toyota got highly affected by the disaster. The case mainly focuses on Nissan, the impact of earthquake on the company and how it responded to the calamity. The company took various protective steps to achieve the momentum of business operations back along with making remarkable flow of income and generating fair revenues at the time of calamity to make situations normal. Q1. The case identifies several aspects of the Nissan response that were particularly beneficial. Expand on the points made...
Words: 2307 - Pages: 10
...yDylan Dissanayake Student ID : 15223568 Session 1 : Earth Buddy 10/01/12 Q1. How many Earth Buddies can Ben count on producing in one shift? How many if the factory works 2 shifts? Three shifts? How many if it operates three shifts a day, seven days a week? Which operation is the bottleneck? TASK | TIME | NUMBER OF OPERATORS | a.BUDDIES/HR | b.BUDDIES/SHIFT | c.BUDDIES/ "2" SHIFTS | d.BUDDIES/ "3" SHIFTS | e.BUDDIES/ "3" SHIFTS - 7 DAYS | FILLING | 1.5 | 6 | 240 | 1680 | 3360 | 5040 | 35280 | MOULDING | 1.6 | 3 | 225 | 1575 | 3150 | 4725 | 33075 | EYES | 1.2 | 2 | 300 | 2100 | 4200 | 6300 | 44100 | EYE GLASS | 1.2 | 1 | 300 | 2100 | 4200 | 6300 | 44100 | PAINTING | 1.5 | 1 | 240 | 1680 | 3360 | 5040 | 35280 | PACKING | 1.98 | 2 | 363 | 2541 | 5082 | 7623 | 53361 | a. Buddies/hr = 60minutes x Operators time/task b. Buddies/shift = 60minutes x Operators x Productive hrs time/task c. Buddies/ 2 shifts = 60minutes x Operators x Productive hrs x No. Of Shifts time/task d. Buddies/ 3 shifts = 60minutes x Operators x Productive hrs x No. Of Shifts time/task e. Buddies/ 3 shifts = 60minutes x Operators x Productive hrs x No. Of Shifts x Days 7 Days time/task Bottleneck = Lowest output (Moulding) Theoretical Capacity/hr = Operators x 60min ...
Words: 991 - Pages: 4
...FASTFOOD / RESTAURANT INDUSTRY Introduction Indian QSR (quick service restaurants) Industry is growing very rapidly. It is a reflection of the change in the lifestyle, food habits and consumption pattern of the population. The incidence of Dining out, ordering from home as well as takeaways is rising creating an opportunity to cater to a wide mass of population. What was the domain of upper class, singles or forced bachelors, has percolated to all echelons of society. The incidence and value differ substantially, but penetration of such consumption habits is wide spread and is on the increase. Although largely an urban phenomenon, the pattern is also emerging in rural areas with better road connectivity, increased vehicle ownership and rise in income levels. In a country with more than a billion people, opportunities in India are abound. This has led to a rapid growth of the QSR industry. However, simultaneously, it has also created a canvass that has many failures and carcass. Several outlets have been closed, a large number are struggling, still a large number are just about surviving and lot many of them have not been able to find their feet. There are a lot who are successful, but, more importantly, there is almost a complete absence of national chains. This indicates to the fact that just having a lot of opportunities is not enough. These opportunities need to be harnessed and converted into profitable enterprises. This paper is an attempt to understand the industry, its...
Words: 6779 - Pages: 28
...Algebra 1: Simplifying Algebraic Expressions Lesson Plan for week 2 Age/Grade level: 9th grade Algebra 1 # of students: 26 Subject: Algebra Major content: Algebraic Expressions Lesson Length: 2 periods of 45 min. each Unit Title: Simplifying Algebraic Expressions using addition, subtraction, multiplication, and division of terms. Lesson #: Algebra1, Week 2 Context This lesson is an introduction to Algebra and its basic concepts. It introduces the familiar arithmetic operators of addition, subtraction, multiplication, and division in the formal context of Algebra. This lesson includes the simplification of monomial and polynomial expressions using the arithmetic operators. Because the computational methods of variable quantities follows from the computational methods of numeric quantities, then it should follow from an understanding of basic mathematical terminology including the arithmetic operators, fractions, radicals, exponents, absolute value, etc., which will be practiced extensively prior to this lesson. Objectives • Students will be able to identify basic algebraic concepts including: terms, expressions, monomial, polynomial, variable, evaluate, factor, product, quotient, etc. • Students will be able to simplify algebraic expressions using the four arithmetic operators. • Students will be able to construct and simplify algebraic expressions from given parameters. • Students will be able to evaluate algebraic expressions. • Students...
Words: 692 - Pages: 3
...Constructing Formulas for Mathematical Operations in Excel (Basic Tips and Techniques) Michelle A. Applequist Computer Information Systems (CIS105) Professor Hari Dhungana Strayer University September 1, 2009 Constructing Formulas for Mathematical Operations in Excel Microsoft Excel uses formulas to construct mathematical operations in a worksheet. After data have been entered into the worksheet, you can perform calculations, analyze data, and create charts. An Excel formula (calculations you create) and functions (formulas pre-existing in Excel) calculates the data entered in the worksheet. Formulas calculate numbers in a particular order. “Excel has one of the most comprehensive set of formulas, not only to perform calculations but also to manage data and records. It also has the ability to instantaneously re-calculate the results as the raw data changes” (Khoo, 2006-9, para. 2). To construct a formula after you have entered data, you must click in the cell that you want the results to appear in, and then type the formula. You can construct formulas by using the sum function, and editing numbers in a cell. It is stated that: Sum is an Excel function—a prewritten formula. Sum indicates the type of calculation that will take place (addition). When the sum function is activated, Excel looks above the active cell for a range of cells to sum. If there is no range above the cell, Excel will look to the left for a range of cells to...
Words: 694 - Pages: 3
