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business
operations management 6th

Service Operations Management Improving Service Delivery 2nd Edition Robert Johnston, Graham Clark - Solutions

1 Do you understand what is the principal basic assumption of your organisation?Does it support your service concept, or is the reason for poor performance the fact that your organisational culture is lagging behind your strategy?
2 What influence can operations managers exert on organisational culture? How important do you think performance measurement is as a component of culture?
1 Give examples of service organisations that fit the ‘gods of management’ model.What are their strengths and weaknesses in service delivery?
2 In managing this change, what issues should Amnesty International pay attention to at both national and international level? Amnesty International was founded in 1961 by Peter Benenson, a British lawyer, and today it has over 1 million members and supporters spread across over 150 countries. Its
1 Is it possible to describe the culture of Amnesty International as a whole? What are the essential differences in culture between the national sections and the International Secretariat? Amnesty International was founded in 1961 by Peter Benenson, a British lawyer, and today it has over 1 million
2 What actions should First Direct take to maintain the enthusiasm of the initial launch of its branchless banking service? Visitors to First Direct’s website are bombarded with words that this bank uses to describe itself.These include: foremost, visionary, responsive, futuristic, warm,
1 What do you think are the significant elements in the success of First Direct? What contribution does First Direct’s culture make to this success? Visitors to First Direct’s website are bombarded with words that this bank uses to describe itself.These include: foremost, visionary, responsive,
describe how organisations might manage cultural change, avoiding the pitfalls
describe four dimensions of national cultures
identify types of organisational culture and the implications for service delivery systems
1 Develop a new service strategy for Smith and Jones. John Smith and David Jones are lawyers and first met when they had been employed in a large firm of solicitors in London. They both felt that London held few attractions for them and that they would prefer their own small country practice.Six
1 Select four organisations in the same sector, such as four food outlets, pubs or libraries, and assess their relative positions in terms of their outcomes and experiences.
2 How well do you think the strategy development process was carried out? What could have been done differently? In the early 1990s Anglian Water Services, in common with the other water companies in the UK, was facing a new challenge. It had been newly privatised and was struggling to understand
1 What were the main drivers for the development of a customer service strategy for Anglian Water Services? In the early 1990s Anglian Water Services, in common with the other water companies in the UK, was facing a new challenge. It had been newly privatised and was struggling to understand the
2 How would you demonstrate the strategic options using the tools described in this section? Telecorp is one of the major global suppliers of telecommunications equipment, with competitors that include Ericsson, Motorola and Nortel. The traditional business of these suppliers has been in the
1 What are the differences in implications for the service operations manager in implementing the two approaches outlined above? Telecorp is one of the major global suppliers of telecommunications equipment, with competitors that include Ericsson, Motorola and Nortel. The traditional business of
explore the issues involved in sustaining a strategy
describe strategy formulation and development
explain how performance objectives are turned into operations priorities
discuss the use of service as a competitive weapon
define what is meant by a strategy and identify its key components
1 How would you respond to this letter? Executive Bank plc is a bank that attracts premium customers, usually international travellers.As part of its exclusive, and expensive, Gold Chargecard Service it offers its customers the opportunity to join, for a small additional annual fee, its card
5 Design a guarantee for a particular service. Explain how it would work, its benefits and any difficulties in its implementation or use.
4 Select a guarantee provided by a service organisation. Discuss its strengths and weaknesses.
3 Explain why some organisations’ service recovery procedures, though intent on satisfying customers, tend to lead to dissatisfaction.
2 What is the difference between a service guarantee and service recovery?
1 Evaluate the guarantee provided by Datapro.Datapro Singapore Datapro Information Services provided IT and telecommunications information and consulting services around the world. It employed over 400 analysts and consultants. Although having sold its pre-packaged information services in Asia for
12 What are the disadvantages? Radisson Hotels Worldwide is a world leader in the hotel industry and operates, manages and franchises hotels and resorts. It has over 385 hotels, providing around 92,000 guest rooms throughout the USA and around the world, including North America, Europe, the Middle
1 What are the benefits of offering this guarantee? Radisson Hotels Worldwide is a world leader in the hotel industry and operates, manages and franchises hotels and resorts. It has over 385 hotels, providing around 92,000 guest rooms throughout the USA and around the world, including North
2 What are the benefits and disadvantages of Zane’s Cycles guarantees? Zane’s Cycles is a bicycle store in Branford, Connecticut. The store has a sales area of around 3,000 square ft (340 square metres)which includes not only a large selection of adult and children’s mountain bikes, road
1 What is the main purpose of Zane’s Cycles guarantees? Zane’s Cycles is a bicycle store in Branford, Connecticut. The store has a sales area of around 3,000 square ft (340 square metres)which includes not only a large selection of adult and children’s mountain bikes, road bikes and hybrids,
2 Evaluate the impact of the chief executive’s involvement in soliciting feedback. ‘What differentiates us from the competition’, explained Kwik-Fit’s customer services manager, Kenny King, ‘is that we actually entice people to call us or write to us.’ Indeed Sir Tom Farmer, chairman
1 What are the disadvantages of encouraging customer comments? ‘What differentiates us from the competition’, explained Kwik-Fit’s customer services manager, Kenny King, ‘is that we actually entice people to call us or write to us.’ Indeed Sir Tom Farmer, chairman and chief executive, has
1 Visit TNT’s web site, www.tnt.com, and evaluate the organisation’s methods of collecting feedback from customers. TNT is a subsidiary of TPG, a publicly listed company, with its headquarters in Amsterdam. TNT is a leading global express distribution, logistics and international mail company,
2 What advice would you give the commissioner? The Queensland Police Service (QPS), with around 12,000 employees and responsible for the policing of one of Australia’s largest states, is committed to high standards of performance, in part through continual evolution of operational procedures and
1 Evaluate the approach used by the Queensland Police The Queensland Police Service (QPS), with around 12,000 employees and responsible for the policing of one of Australia’s largest states, is committed to high standards of performance, in part through continual evolution of operational
describe a range of incremental and radical approaches to operational improvement: total quality management, six sigma, business process re-engineering, lean thinking and benchmarking
2 What are the issues and implications for the store? Dr Rhian Silvestro, Warwick Business School, and Stuart Cross formerly a postgraduate at Warwick.Stuart Cross is now head of strategy development, Boots the Chemist The UK supermarket industry is dominated by four leading chains, with all others
1 What conclusions could Julie draw from the data? Dr Rhian Silvestro, Warwick Business School, and Stuart Cross formerly a postgraduate at Warwick.Stuart Cross is now head of strategy development, Boots the Chemist The UK supermarket industry is dominated by four leading chains, with all others
3 How does your organisation stack up against the characteristics of world-class organisations and operations?
2 Evaluate the relationships between some of your key drivers and results.
1 How well does your organisation understand the links between drivers and results?
3 Can a world-class operation exist within a run-of-the-mill organisation and vice versa? Explain your answer and provide some examples.
2 Apply the characteristics of world-class service to an organisation of your choice.
1 Compare and contrast the EFQM business excellence model and the service performance network.
1 What makes SIA a world-class service provider? Singapore Airlines (SIA) is recognised as one of the world’s leading carriers. With one of the most modern fleets in the industry, its route network spans 90 cities in 40 countries across five continents.Singapore Airlines was the pioneer of
2 Evaluate Catrin Weston’s attempts to understand the relationship between staff satisfaction and profit In 1947 17 British provident associations joined together to provide high-quality private healthcare for the general public. The result was the British United Provident Association, or
1 Identify the threads through the service performance network captured by BUPA. In 1947 17 British provident associations joined together to provide high-quality private healthcare for the general public. The result was the British United Provident Association, or BUPA.Over 50 years later, BUPA is
2 What do you think the problems are in trying to understand the links between the drivers and results? R.W. Sears Watch Company, founded in Minneapolis in 1886 by Richard Sears, has developed into one of the largest stores and mail-order businesses in the USA – Sears, Roebuck and Co. Although
1 What are the benefits of understanding the links between the variables mentioned above? R.W. Sears Watch Company, founded in Minneapolis in 1886 by Richard Sears, has developed into one of the largest stores and mail-order businesses in the USA – Sears, Roebuck and Co. Although the company was
define world-class service and its key characteristics.
Discuss the key stages in developing a network
discuss the need to understand cause–effect relationships between operational decisions and business performance
1.2 What improvements would you suggest?
1.1 Evaluate the performance measures in place at the Squire Hotel Group.
1.3 Evaluate some of your operational targets. How could benchmarking help?
1.2 Evaluate the mix of measures used at various levels in your organisation. What are the implications of this?
1.1 Assess the purposes, and systems to deliver the purposes, for your key measures.
1.3 Select a process you are involved in, such as being taught, cooking, cleaning etc.What might be the benefits of benchmarking this process and with whom could you compare your performance? How would this lead to the benefits identified?
1.2 A tour operator specialising in holidays for young people is concerned about the quality of service provided. Each month the marketing manager reports on the number of complaints received. How could this be better reported to help the firm improve its service?
1.1 Key measures used by some call centres are speed of response and call abandonment rate. Assess these measures as drivers of improvement.
1.3 Do you think the performance tables lead to improvements in performance? Since 1996 the UK Government’s Department for Education and Employment has published performance tables for schools. Tables for secondary schools present statistics on such things as examination performance and the
1.2 What pressures are there on teachers and headteachers to present their school’s performance in the best possible light? Is this an appropriate use of their time and energy? Since 1996 the UK Government’s Department for Education and Employment has published performance tables for schools.
1.1 Is it better for the Government to compile no statistics rather than performance tables that appear to be unhelpful, if not dangerous? Since 1996 the UK Government’s Department for Education and Employment has published performance tables for schools. Tables for secondary schools present
1.2 What are the advantages and disadvantages of the correlation model he has developed? Lombard Direct must have one of the bestknown telephone numbers in the UK, 0800 2 15000, which is based on their slogan ‘loans from 800 to 15,000 pounds’. Lombard Direct is a subsidiary of Lombard Bank,
1.1 Categorise the measures used by Sean. How‘balanced’ are they? Lombard Direct must have one of the bestknown telephone numbers in the UK, 0800 2 15000, which is based on their slogan ‘loans from 800 to 15,000 pounds’. Lombard Direct is a subsidiary of Lombard Bank, part of the National
1.1 How well do you think the measures used by MFC meet its desired purposes? Motor Finance Company (MFC) is a subsidiary of a major bank that provides car loans. MFC deals directly with car dealers rather than the public so that when dealers are faced with customers buying a car, they are able to
1.discuss benchmarking and how it can be undertaken.
1.2 What advice would you give Rod? Rod Dowling is the chief executive of the North Island Hospital (NIH) in New Zealand. His clinical directors had just submitted a report for some new laser technology that treats kidney stones.This would require a capital outlay of NZ$1,500,000, for equipment
1.1 Assess the advantages and disadvantages of investing in the new technology for the hospital and its patients. Rod Dowling is the chief executive of the North Island Hospital (NIH) in New Zealand. His clinical directors had just submitted a report for some new laser technology that treats kidney
1.4 Apply the resource activity map to your operations and identify any missing links and resources
1.3 What is, or could be, the impact of e-service on your operations?
1.2 What opportunities exist for outsourcing or off-shoring your services, internal or external?
1.1 What are the key problems you face in managing your networks and how are they addressed?
1.4 Select a major service provider in your locality, such as an airport or supermarket.Explain the reasons for its location and assess its capability.
1.3 Select an e-service provider and assess its website and service.
1.2 Assess the physical and virtual networks of a university/college in terms of its location, capacity, capability and flexibility.
1.1 Describe the network structure of two organisations of your choice and discuss the differences between the two.
2 Evaluate the design of Egg’s website On 11 October 1998 Prudential launched Egg, a new internet bank, based in a purpose-built communications centre at Pride Park in Derby.Egg’s services are available seven days a week, 24 hours a day by internet, telephone and post.Sir Peter Davis, chief
1.1 Visit Egg’s website (www.egg.com) and assess how the company provides a valueadded service. On 11 October 1998 Prudential launched Egg, a new internet bank, based in a purpose-built communications centre at Pride Park in Derby.Egg’s services are available seven days a week, 24 hours a day
1.3 What possibilities might exist for universities and similar institutions to create new learning environments for both students and faculty? Education providers around the world are moving into electronic learning (e-learning). This can mean many different things, and, to some extent, may be
1.2 What must Blackboard do to ensure successful implementation of its applications? Education providers around the world are moving into electronic learning (e-learning). This can mean many different things, and, to some extent, may be resisted by traditional academics who view the classroom as
1.1 What are the major benefits to universities arising from implementing systems such as Blackboard? Education providers around the world are moving into electronic learning (e-learning). This can mean many different things, and, to some extent, may be resisted by traditional academics who view
1.2 What other services could be off-shored? EXL runs the Delhi-based call centre for Norwich Union, the UK’s largest insurance company. The call centre employs around 900 call executives, and is clean, spacious and air-conditioned. It has a busy but pleasant atmosphere, not unlike some of the
1.1 What are the advantages and disadvantages of off-shoring call centres? EXL runs the Delhi-based call centre for Norwich Union, the UK’s largest insurance company. The call centre employs around 900 call executives, and is clean, spacious and air-conditioned. It has a busy but pleasant
1.2 Which would be the limiting factor in Southwest’s growth: availability of routes or availability of people to fit into Southwest’s culture?Southwest Airlines has been consistently successful as a service operation because of two aspects of the way it operates. Southwest is often quoted as
1.1 What type of competitive action would have a significant impact on Southwest’s forecast market growth curve?Southwest Airlines has been consistently successful as a service operation because of two aspects of the way it operates. Southwest is often quoted as the ‘fun’ airline, with cabin
1.1 Identify and assess the problems and benefits of the network that adabra has created. adabra is a new internet company that has created a virtual network to access, supply and service its customers with a wide range of products, covering categories including home and garden, sports and leisure,
1.2 In what way does NHS Direct enable the NHS as a whole to operate more effectively? The National Health Service (NHS) set up NHS Direct (NHSD), a call-centre-based operation in the UK, to provide access to healthcare information and advice more rapidly than the local doctor’s surgery. Part of
1.1 What is the service concept of NHS Direct(refer to Chapter 2)? How does this differ from more traditional healthcare? The National Health Service (NHS) set up NHS Direct (NHSD), a call-centre-based operation in the UK, to provide access to healthcare information and advice more rapidly than the
1.2 Why has the implementation of such a card been less successful in other cities? Nearly every one of Hong Kong’s 6.75 million inhabitants carries an Octopus card. The Octopus card is a rechargeable smart card and is the answer to carrying small change. The card was originally lanched in
1.1 What are the advantages and disadvantages of the Octopus card? Nearly every one of Hong Kong’s 6.75 million inhabitants carries an Octopus card. The Octopus card is a rechargeable smart card and is the answer to carrying small change. The card was originally lanched in September 1997 as a
1.discuss the management of technology and information
1.discuss the management of physical and virtual networks
1.describe how networks, technology and information are transforming service
3 Do you agree with Medi-Call’s philosophy on reassurance calls? What do you recommend? Medi-Call provides personal alarm systems to the elderly and infirm. Customers are principally those people who live alone, preferring to stay in their own homes rather than be looked after in some form of
2 What strategies do you recommend that Medi-Call adopts in busy periods? What actions would you need to take to implement them effectively? Medi-Call provides personal alarm systems to the elderly and infirm. Customers are principally those people who live alone, preferring to stay in their own
1 When does Medi-Call’s call centre enter the coping zone? What is the likely impact of this overload on customers and staff? Medi-Call provides personal alarm systems to the elderly and infirm. Customers are principally those people who live alone, preferring to stay in their own homes rather
5 What are the major causes of capacity leakage? Are they avoidable?
4 What is the impact of the coping zone on your staff and customers? What strategies do you have in place to manage this more effectively?

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