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business
production and operations management
Operations Management 9th Edition Slack, Prof Nigel, Brandon Jones, Prof Alistair - Solutions
16.1 Explain the consumer decision-making process and factors that influence it.
1. Explain what marketing is. What’s the difference between marketing and sales?
2. Discuss the concept of value.
3. Describe the five steps in the traditional consumer decisionmaking process. How has this process recently changed?
4. What factors inform the marketing planning process?
5. Briefly explain the steps in the marketing planning process.
6. How is mass marketing different from marketing to a specific segment?
7. Give five examples of variables used to segment markets.
8. Give the purpose of the marketing mix and describe the 6 Ps.
9. Contrast advertising and public relations.
10. What is content marketing?
11. How can you evaluate whether a marketing program was successful?
12. Describe the purpose of a business plan and its six major components.
17.1 Explain and classify theories of leadership.
17.2 Discuss the delegation process.
17.4 Describe guidelines for negotiating.
1. What did trait theories, behavioral theories, and contingency models of leadership say about leadership?
2. Do you think managers use a contingency approach to be effective leaders? Explain why or why not.
3. What is the premise of leader-member exchange theory?
4. Differentiate between a transactional leader and a transformational leader.
5. Can a leader be both charismatic and visionary? Explain.
6. Why is trust between a leader and followers so important? Give two examples of how a leader builds trust.
7. How can a leader distribute leadership throughout the organization?
8. Why can it be hard for a manager to delegate?
9. Give three tips on how to successfully delegate a task or project.
10. Why do employees fear change?
11. Why do people in organizations resist change? Name three ways a manager can reduce resistance to change.
12. What are four things you can do to be an effective negotiator?
What are the key strategic challenges faced by service operations managers? lop88
What are the key tactical challenges faced by service operations managers? lop88
What are the challenges for different types of services? lop88
What are the challenges for different types of processes? lop88
What are the challenges in working with other management functions? lop88
How can this book help? lop88
What are the key strategic challenges faced by service operations managers? lop88
How will the resort need to change to compete with the opening of new high-quality resorts in the Maldives? lop88
How can it reduce costs to deal with economic slowdown? lop88
As sustainable tourism is becoming increasingly important what changes will the operation need to make? lop88
How can the resort deal with rising sea levels over the next twenty years? The highest point in the Maldives is just 2.4 metres (8 feet) above sea level. lop88
What are the key tactical challenges faced by service operations managers? lop88
What are the challenges for different types of services? lop88
How can this book help? lop88
What are the similarities and differences in terms of the operational challenges faced by global service organisations such as FedEx, Accenture, Amnesty International and Red Crescent? Use their websites for more information about what the organisations do. lop88
Consider your university/college. What do you think are the challenges their course delivery operations face in providing you with good service? lop88
What do you think are the challenges faced by multi-site operations (organisations that have many outlets)? lop88
What are the key tactical and strategic challenges your service operation faces? lop88
How would you categorise your service operation? What are the implications? lop88
What are the key relationships operations has with other parts of the organisation and how well are they managed? lop88
What problems does Peter Greenwood face? lop88
If you were Peter Greenwood, what would you say to the board? lop88
What is a service concept? lop88
How can managers use the service concept? lop88
What is a service concept? lop88
Construct the service concept as in Figures 3.1 and 3.2 for an organisation of your choice. lop88
Select two service organisations offering similar but different services (a fast-food and a high-class restaurant, for example). Identify the key elements of the service concept and compare their profi les using the mapping tool illustrated in Figure 3.3 . lop88
The chief executive of Singapore Zoo is keen to continue developing the zoo. Can you develop a new service concept? lop88
How well is your organisation’s service concept articulated and shared? You may like to ask some of your colleagues to describe what the organisation is providing to its customers, internal or external, and ask some customers what the organisation provides. Capture the details as set out in
Does your organisation provide a range of service concepts? Are some of these delivered more effectively than others and if so, why? lop88
Profi le your process and assess areas of weakness (non-alignment) and any opportunities to use it to drive strategic advantage. lop88
What are the service concepts for the members, the society golfer and the wedding function guests?What are the potential confl icts? LOP1
What advice can you give to Joe Tidsdale as to how to manage his business in the future? LOP1
Customers, who are they? LOP1
What are the benefi ts of retaining good customers? LOP1
How can managers develop good customer relationships? LOP1
How can managers develop good business relationships? LOP1
Customers, who are they? LOP1
What are the benefits of retaining good customers? LOP1
How can managers develop good customer relationships? LOP1
How would you classify yourself and your colleagues/friends in terms of your customer attitude to a particular service? Could everyone be converted into Allies and if so, how? LOP1
Calculate your lifetime value for three service organisations which you use, for example supermarket, clothing retailer, music download website, bar or bank. What are the problems in assessing lifetime values? LOP1
Assess the personal relationship you have with a professional service provider, such as university lecturer, doctor, counsellor, fi nancial advisor. How well is the relationship managed? LOP1
Is your organisation pursuing a relationship approach? Is this what your customers desire? LOP1
Have you considered the resources required for developing customer relationships? How have you justifi ed any additional resources? LOP1
To what extent do your processes take into account the differing needs of your target customer segments? LOP1
Do you understand the value of a customer? Can you calculate a Net Promoter Score and/or the average lifetime value of customers? LOP1
How important is customer retention to your business? If so, what is your retention rate and how could it be improved? LOP1
How do you go about jointly developing your key strategic relationships? LOP1
What are services? p-963
What is ‘service’? p-963
What is service operations management? p-963
Why is service operations management important? p-963
Why is service operations management important? p-963
What is service operations management? p-963
Describe the customer experience and outcomes for a fast-food restaurant, a doctor’s surgery and an internet-based fashion clothing retailer. Compare and contrast the services of these three organisations. p-963
How do students assess the value of a university course? How does this differ from the organisation’s view of value? p-963
Think of a time when you recently received poor service. If service operations are so important, why do you think they sometimes deliver poor service? p-963
Describe your service from both an operational and customer perspective. Assess the mismatches between these perspectives. p-963
How is the success of your operation assessed? Is this approach appropriate? p-963
How well is the contribution of the operation understood in your organisation and what are the implications? p-963
What is risk management? p-968
How can operations assess the potential causes and consequences of failure? p-968
How can failures be prevented? p-968
How can operations mitigate the effects of failure? p-968
How can operations recover from the effects of failure? p-968
What is the likelihood that failure will occur? p-968
What would the consequence of the failure be? p-968
How likely is such a failure to be detected before it affects the customer? p-968
What operational risks did SIS face when deciding to become a strategic supplier for Alden Toys? p-968
What control problems did it encounter in implementing this strategy (pre and post investigation)? p-968
What are projects? p-968
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