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business
operations management

Questions and Answers of Operations Management

Identify the organizational structure. What are the major units, what type of personnel work there, how many staff, etc.?
In general, compare and contrast the traditional and critical chain approaches to project management.
Which method for project management method uses buffers?a) Program evaluation and review technique (PERT)b) Critical path method (CPM)c) Gantt chartd) Critical chain approach
Visit the websites of two other cruise line companies (one possible candidate is Crystal Cruise Lines, another is Silver Seas Cruises) and look at their Mission Statements. What similarities and
Explain VMH’s Mission Statement. How does it define its business? What core values are emphasized? How are these core values reflected in operations?
Based on your understanding of CII’s Mission Statement, identify which of the four competitive priorities discussed in Chapter 2 you think CII should emphasize. Remember that the competitive
Visit the websites of two other hospitals (one possible candidate is Shouldice Hospital in Canada) and look at their Mission Statements. What similarities and differences do you notice when comparing
Using your results from Problem 6,a) Calculate the probability that the project will be completed in 32 weeks.b) Calculate the probability that the project will be completed in 35 weeks.Data from
How would you measure productivity at CII? Is productivity measurement important to CII? Be very specific with your response. Try to determine the implications of any productivity measure that you
Based on your understanding of VMH’s Mission Statement, identify which of the four competitive priorities discussed in Chapter 2, which you think VMH should emphasize. Remember that the competitive
Describe the service package offered by CII to its customers. You may find it useful to visit the “Life Onboard” section of several cruise websites to gain a better understanding of service
How would you assess productivity at VMH? Is productivity measurement important? Be specific with your responses.
Given CII’s Mission Statement, describe what should be in the service package if it is consistent with the company’s emphasized competitive priorities.
Describe the service package offered by VMH to its customers.
Draw a simple process flow diagram illustrating the different steps a guest goes through to receive one specific service, such as embarkation, arranging shore excursions, etc.
Explain how the service package is consistent with the company’s mission statement and the emphasized competitive priorities.
In terms of classification of services, explain where CII could be placed.
Draw a simple process flow diagram illustrating the different steps a patient arriving at VMH to receive a specific treatment must go through before leaving VMH.
Describe to what extent CII uses technology in its service design. Describe any additional areas where CII might substitute technology for people.
Describe the outsourcing environments at CII. Describe any operations currently being done by CII which might be better off outsourced.
Describe to what extent, VMH uses technology in its service design. Describe any additional areas where VMH might substitute technology for people.
Describe the outsourcing environment at VMH. Describe any operations currently done by VMH which might be better off outsourced.
Describe the use of the Internet as a means to exchange information and explain how CII could benefit from using the internet.
Describe how partnering with some of the suppliers could benefit CII. What issues should CII consider when developing partnerships?
Describe internet-based electronic data interchange (EDI) and explain how VMH could benefit from using EDI.
Consider the different activities or services in CII’s supply chain. Describe which activities might be better outsourced than done internally by CII. Describe the key issues to consider before
Describe how partnering with some of its suppliers could benefit VMH. What issues should VMH consider when developing partnerships?
Purchasing, a major function in SCM, is critical in the cruise line industry. Given your fresh-from-school perspective, describe the potential conflicts of interest or ethical issues facing the
Consider the different activities or services in VMH’s supply chain. Describe which activities might be better outsourced than done internally by VMH. Describe the key issues to consider before
Describe why quality is so important in the cruise industry.
Purchasing, a major function in SCM, is especially critical in a heath care industry service. Given your fresh-from-school perspective, describe the potential conflicts of interest or ethical issues
Describe why it is important to have guests assess the quality of their cruise experience. How would you respond to critics suggesting that guests do not always have the necessary expertise to
Describe why quality is so important in the health care industry.
Describe why it is important to get patients’ assessments of health care quality. How would you respond to critics suggesting that patients do not have the necessary expertise to judge the quality
Describe how you think CII should measure quality. Be very specific in your recommendations. Describe external methods, other than guest surveys, that could be used to measure quality. Describe
Describe how you think VMH should measure quality. Be very specific in your recommendations. Describe external methods, other than patient surveys, that could be used to measure quality. Describe
Evaluate the current form (Guest Survey Form) used to solicit customer comments concerning their cruise experience.
Develop a confidence interval for FTEs within which the Medical/Surgical Unit will be efficient and will maintain quality at least 95 percent of the time (z = 1.96).
William Stein, the Assistant Purser, has tracked billing errors the past 21 cruises. Based on this data, determine control limits for billing errors. Explain any concerns you have about using the
Examine the data and determine whether Jordan is really in control of nursing hours. If not in control, explain why.
Analyze trends in guest surveys about the quality of the cruise experience aboard the Friendly Seas I. Marissa believes that the number of OUTSTANDING responses with regard to the alternative
Describe how the Medical/Surgical Nursing Unit can bring the mean nursing hours per patient day (NHPPD) down to 8.0. What arguments would you use to persuade the staff to buy into having a target
Monita Terazzi, in Housekeeping, has tracked defects in room cleaning. Interpret the data and determine whether or not corrective action is needed. Provide some insight as to how Monita may be able
Describe the essential components of JIT. Describe how JIT is applicable to a service operation such as CII.
Describe the essential components of JIT. Describe how JIT is applicable to a service operation such as VMH.
Responsiveness to customer needs is critical for CII. Describe how JIT principles can help improve customer response.
Responsiveness to customer needs is critical for VMH. Describe how JIT principles can help improve the customer response.
Explain how you think JIT techniques can be used by the Food and Beverage Operations to meet guest needs for a variety of fresh foods in the just the right quantity at just the right time.
Maintaining a uniform load on the facility by synchronizing the demand and supply is an important JIT concept, especially for service operations. Among the variety of services provided by VMH,
Maintaining a uniform load on the facility by synchronizing the demand and supply is an important JIT concept, especially for service operations. How might this be applied to the tendering operations
Develop a forecast of the number of helicopter flights monthly for the next 12 months. Berger will supply you with data on past flights, as well as on missed flights.
Since Lee believes that a capacity cushion of at least 15% is desirable to provide patient service, determine how many beds are required to have a 15% capacity cushion.
Meghan believes that she needs a 15% capacity cushion because of the variability in guests’ arrivals. Given that cushion, how many servers should Meghan plan to have for registering regular guests?
Describe other factors that Lee must take into account as she considers capacity expansion options.
What other ideas do you have for smoothing out the guests’ arrivals so that the amount of capacity needed can be minimized?
According to Monita, the cabin stewards should spend approximately 48 hours per week either cleaning the stateroom or doing the evening turndown service. Does your work sampling support her
Develop a plan for collecting the additional data required.
Describe what type of study you would do to estimate the proportion of time the nurses spend on different activities. Describe how such a study would be different than a time study.
The results of all of your work sampling observations are shown at Housekeeping Work Sampling Data. Using the observations, prepare a memo for Monita explaining your results.
Explain how you think JIT techniques can be used to meet the needs of patients in the maternity ward for a variety of supplies, in just the right quantity at just the right time.
The forecast of the demand for cruises in 2019 is 28,500,000 passengers. Develop a forecast of the expected demand for each of the different sailing regions. The data collected by Burkette is
Hotel Operations maintains inventory of a variety of linens, cleaning equipment, and supplies, which it buys from a number of suppliers. Describe some JIT supplier relationship techniques that can be
VMH maintains inventory of a variety of laboratory equipment, surgical instruments, and supplies, which it buys from a number of suppliers. Describe some JIT supplier relationship techniques that can
Present your results in a memo that explains the method used in your calculations and the reasoning for using that specific data and technique.
Explain the implications of basing capacity requirements for a service facility on average demand.
If only the average data (such as the number of days a patient stays) is available, how would you suggest that VMH come up with a reasonable capacity plan for the maternity ward?
Calculate the average percentage utilization of the servers processing regular guests.
Determine the percentage utilization level of the maternity ward beds based on projected patient load. Determine the capacity cushion as a percentage based on demand projections.
Calculate the average percentage utilization of the servers processing VIP guests.
Describe the main criteria that you will use to evaluate alternate layout designs.
Analyze the current process and make recommendations as to how some of the waiting time might be eliminated.
Calculate the load-distance score of the alternate layout, which incorporates Carol’s suggestions.
Monita wants your work sampling to provide estimates within 5 percent of the true value with 95 percent confidence. Determine how many observations are needed to complete the work sampling.
Prepare a memo outlining your recommendations for improving the embarkation process.
Looking at the data, suggest another way to locate the departments which would result in a better load-distance score
If some of the medical professionals express a concern about basing the layout design solely on the traffic intensity between departments, how can you modify your analysis to allay their concerns?
Describe the steps in the study that you would do.
Describe in detail how you would make the required number of observations. (There are ten nurses in the Obstetrics area and you may need to make observations over many days.)
Given Monita’s expectations with regards to how long it should take to clean the stateroom and do the turndown service, what negative consequences would you expect to occur?
Develop an estimate for the fixed ordering cost at CII.
Develop an estimate for the fixed ordering cost at VMH.
What other considerations do you think are important for Lee to know before she decides to give you the go-ahead to actually carry out the study?
Develop an estimate for the current annual holding cost per unit at CII.
Develop an estimate for annual holding per unit for the supplier’s offers.
Develop an estimate for the current annual holding cost per unit at VMH.
Develop a recommendation with regards to accepting one of the supplier’s offers.
Develop an estimate for the annual holding cost per unit for the supplier’s offer.
Using Monita’s current practice of replacements being hired every 3 months, develop an 18-month hiring plan, showing how many Floor Supervisors, Head Room Supervisors, Cabin Stewards/Stewardesses,
Develop a recommendation with regards to accepting or rejecting the offer.
Present your results in a memo. Explain how you came to your conclusions. Show every step of your work, both for Meg’s information and in case she gets audited.
Explain to Monita any recommendations you have for changing the current process as well as why you would make such changes.
Explain how the use of contract employees changes the aggregate planning process?
How would you recommend CII motivate its workforce as they near the end of their contract?
Evaluate plans 1, 2, and 3, and write up your conclusions in a memo that Gardner can share with the Nursing council. Evaluate each plan in terms of customer service, cost, operational implementation,
Develop your own plan for next year, evaluate it, and explain why you believe it is a better plan.
Describe ERP. Explain how it is different from other information systems. Meg Willoughby is especially concerned with how ERP compares with MRP.
How can the crew complete their responsibilities when crew members are sick or unavailable?
Explain why or why not ERP is appropriate for a service organization such as VMH.
What issues are unique to the cruise industry given the nature of the 18-month work contracts signed?
Describe ERP. Explain how it is different from other information systems. Meghan Willoughby, the Chief Purser, is especially concerned with how ERP compares with MRP.

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