Operations Management 7th Edition Nigel Slack ,Alistair Brandon-Jones ,Robert Johnston - Solutions

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1 What methods are most effective in identifying the infl uencers of customer satisfaction, given that some aspects of service may be unconsciously experienced by customers?
How can a service be specifi ed?
How can managers capture customers’ expectations?
How can service quality be operationalised?
How can expectations and perceptions be ‘managed’?
What infl uences expectations and perceptions?
What is customer satisfaction?
Some companies have been the target of antiglobalization violence. What is likely to make a company such a target?
How can operations managers analyse CSR issues?
How does the wider view of corporate social responsibility influence operations management?
What is corporate social responsibility (CSR)?
Devise a performance measurement scheme for the performance of the course you are following.
Look through the financial or business pages of a (serious) newspaper and find examples of businesses that have ‘deviated from the line of fit’, as described in the early part of this chapter.
Ruggo carpets encourage continuous improvement based around the ‘drive for customer focus’. The company’s total quality process has graduated from ‘total customer satisfaction’through ‘total customer delight’ to its present form – ‘bridging the gap’, which is effectively
Compare and contrast the approaches taken by GE in their Work-Out approach described in the short case (p. 662) and that taken in the ‘Learning from Formula 1’ short case (p. 660).
What are the differences and similarities between the approach taken by the Aarhus customs and tax unit and the example described in the ‘Operations in practice’ on ‘Improving Sonae Corporation’s retail operations’ at the start of the chapter?
Reread the short case in this chapter on ‘Taxing quality’ (p. 649) which describes the improvement initiative carried out by the Aarhus region customs and tax unit.(a) How does the idea of a customer-focused approach to improvement need to be adapted for a customs and tax unit?(b) Generally,
What could be the biggest challenges to NLB’s improvement activities in the future?
Why, do you think, has the improvement process become more systematic over the years?
Where did the ideas for improvement originate? And how did NLB encourage improvement ideas?
How would the culture of NLB have changed in order for it to make such improvements?
What are the key implementation issues?
How can organizational culture affect improvement?
What should be improvement priorities?
What information is needed for improvement?
How should the improvement effort be linked to strategy?
Why does improvement need organizing?
Conduct a survey amongst colleagues, friends and acquaintances of how they cope with the possibility that their computers might ‘fail’, either in terms of ceasing to operate effectively, or in losing data. Discuss how the concept of redundancy applies in such failure.
For the product testing example in Problem 1, what is the mean time between failures (MTBF)for the products?
We have a test bank where we test batches of 100 of our products continuously for 7 days and nights. This week only 3 failed, the first after 10 hours, the second after 72 hours, and the third after 1,020 hours.’ What is the failure rate in percentage terms and in time terms for this product?
What control problems did they encounter in implementing this strategy (pre- and post-investigation)?
What operational risks did SIS face when deciding to become a strategic supplier for Alden Toys?
How can operations recover from the effects of failure?
How can operations mitigate the effects of failure?
How can failures be prevented?
How can operations assess the potential causes of, and risks from, failure?
The Printospeed Laser printer company was proud of its reputation for high-quality products and services. Because of this it was especially concerned with the problems that it was having with its customers returning defective toner cartridges. About 2,000 of these were being returned every month.
Sophie was sick of her daily commute. ‘Why’, she thought ‘should I have to spend so much time in a morning stuck in traffic listening to some babbling halfwit on the radio? We can work flexi-time after all. Perhaps I should leave the apartment at some other time?’ So resolved, Sophie
Do you think Tyko can avoid the Six Sigma initiative suffering the same fate as the TQM initiative?
How does the Six Sigma approach seem to differ from the TQM approach adopted by the company almost 20 years ago?
What techniques can be used for improvement?
What are the broad approaches to managing improvement?
What are the key elements of operations improvement?
Why is improvement so important in operations management?
A utility has a department who do nothing but change the addresses of customers on the company’s information systems when customers move house. The process is deemed to be in control at the moment and a random sample of 2,000 transactions shows that 2.5 per cent of these transactions had some
A vaccine production company has invested in an automatic tester to monitor the impurity levels in its vaccines. Previously all testing was done by hand on a sample of batches of serum.According to the company’s specifications, all vaccine must have impurity levels of less than 0.03 milligrams
In the above call centre, if the mean call length changes to 3.2 minutes and the standard deviation to 0.9 minutes, how does this affect the Cp and Cpk ? Do you think this is an appropriate way for the bank to monitor its call centre performance?
A call centre for a bank answers customers’ queries about their loan arrangements. All calls are automatically timed by the call centre’s information system and the mean and standard deviation of call lengths is monitored periodically. The bank have decided that only on very rare occasions
SPC is an operational level technique for ensuring quality conformance. How many of the benefits of bringing the plant under control would you class as strategic?
The plant’s processes eventually were brought under control. What were the main benefits of this?
What is total quality management (TQM)?
What steps lead towards conformance to specification?
How can quality problems be diagnosed?
What is quality and why is it so important?
Identify a project of which you have been part (for example, moving apartments, a holiday, dramatic production, revision for an examination, etc.).(a) Who were the stakeholders in this project?(b) What was the overall project objective (especially in terms of the relative importance of cost,
In the previous example, if the whole project launch operation is to be completed as rapidly as possible, what activities must have been completed by the end of week 16?
In the example above, if the sales manager cannot be hired for 3 weeks, how will that affect the total project?
A business is launching a new product. The launch will require a number of related activities as follows – hire a sales manager (5 weeks), require the sales manager to recruit sales people (4 weeks), train the sales people (7 weeks), select an advertising agency (2 weeks), plan an advertising
What are the major dangers and difficulties that will be faced by the development team as they manage the projects towards its completion?
What is network planning?
How are projects planned and controlled?
Consider how set-up reduction principles can be used on the following:a. changing a tyre at the side of the road (following a puncture);b. cleaning out an aircraft and preparing it for the next flight between an aircraft on its inbound flight landing and disembarking its passengers, and the same
Revisit the ‘Operations in action’ at the beginning of this chapter, and (a) list all the different techniques and practices which Toyota adopts, and (b) describe how operations objectives(quality, speed, dependability, flexibility, cost) are influenced by the practices which Toyota adopts.
A production process is required to produce 1,400 of product X, 840 of product Y, and 420 of product Z in a 4-week period. If the process works 7 hours per day and 5 days per week, devise a mixed model schedule, in terms of the number of each products required to be produced every hour, that would
Think about the last time that you travelled by air. Analyse the journey in terms of valueadded time (actually going somewhere) and non-value-added time (the time spent queuing, etc.) from the time you left home to the exact time you arrived at your ultimate destination.Calculate the value-added
How does lean synchronization compare with other approaches?
How does lean synchronization apply throughout the supply network?
How does lean synchronization eliminate waste?
What is lean synchronization?
(Advanced) Working in a small study group, construct a model of the information systems that you think would be needed to plan and control the most important day-to-day operations and finances of a large university or college. In particular, identify and include at least three processes that cross
Using a cookery book, choose three similar, fairly complex, recipe items such as layered and decorated gateaux (cakes) or desserts. For each, construct the indented bill of materials and identify all the different materials, sub-assemblies and final products with one set of part numbers (i.e. no
The mango peeler described above was a huge success. Demand is now level at 800 items per week. You now have also developed two further products, a melon baller and a passion fruit pulper. Both new products use the same handle, but have their own specially designed handle and pack. Demand for the
Your company has developed a simple, but amazingly effective mango peeler. It is constructed from a blade and a supergrip handle that has a top piece and a bottom piece. The assembled mango peeler is packed in a simple recycled card pack. All the parts simply clip together and are bought in from
Perform all the exercises which Peter set for himself.Do you think he should now fully understand MRP?
How should ERP systems be implemented?
How did ERP develop?
What is ERP?
Visit a C2C auction site (for example, eBay) and analyse the function of the site in terms of the way it facilitates transactions. What does such a site have to get right to be successful?
The example of the bullwhip effect shown in Table 13.4 shows how a simple 5 per cent reduction in demand at the end of the supply chain causes fluctuations that increase in severity the further back an operations is placed in the chain.(a) Using the same logic and the same rules (i.e. all
Three managers are attending a seminar on ‘Getting More Value from Your Purchasing Function’. One manager is from a large retail bank, one is from a general hospital and the third is from a printing company. At the seminar they were discussing their problems during coffee:‘This is really
‘Look, why should we waste our time dealing with suppliers who can merely deliver good product, on time, and in full? There are any number of suppliers who can do that. What we are interested in is developing a set of suppliers who will be able to supply us with suitable components for the
Compare and contrast the approaches taken by H&M, Benetton and Zara to managing their supply chain.
How can supply chains be improved?
How do supply chains behave in practice?
How can the relationship between operations in a supply chain affect the way it works?
What are the activities of supply chain management?
Obtain the last few years’ Annual Report and Accounts (you can usually download these from the company’s website) for two materials-processing operations (as opposed to customer or information processing operations) within one industrial sector. Calculate each operation’s stock–turnover
Jollyfrighteningmasks.com works a 44-week year. If the lead time between placing an order for‘Zombie’ masks and receiving them is two weeks, what is the re-order point for the ‘Zombie’ mask?
An electronics circuit supplier buys microchips from a large manufacturer. Last year the company supplied 2,000 specialist D/35 chips to customers. The cost of placing an order is $50 and the annual holding cost is estimated to be $2.4 per chip per year. How much should the company order at a time,
What recommendations would you give to the company?
If so, what is your estimate of the overall inventory at the end of the base year, and how much might that have increased during the year?
Calculate the inventory weeks for each item, for each classification, and for all the items in total. Does this suggest that Pierre Lomouche’s estimate of inventory weeks is correct?
Prepare a spreadsheet-based ABC analysis of usage value. Classify as follows:A-items: top 20% of usage value B-items: next 30% of usage value C-items: remaining 50% of usage value
How can inventory be controlled?
When should an order be placed?
What is inventory?
Calculate the overall equipment efficiency (OEE) of the following facilities by investigating their use:(a) a lecture theatre;(b) a cinema;(c) a coffee machine.Discuss whether it is worth trying to increase the OEE of these facilities and, if it is, how you would go about it.
A field service organization repairs and maintains printing equipment for a large number of customers. It offers one level of service to all its customers and employs 30 staff. The operations Marketing’s Vice President has decided that in future the company will offer 3 standards of service:
In the example above, if a new computer system is installed that allows experienced staff to increase their work rate to 20 applications per day, and untrained staff to 15 applications per day, (a) does the department still need 2 permanent staff, and (b) how many temporary members of staff will be
A local government office issues hunting licences. Demand for these licences is relatively slow in the first part of the year but then increases after the middle of the year before slowing down again towards the end of the year. The department works a 220-day year on a 5-daysa-week basis. Between

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Operations Management 7th Edition Nigel Slack ,Alistair Brandon-Jones ,Robert Johnston - Solutions

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