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service management operations strategy
Service Management Operations Strategy Information Technology 7th Edition James A Fitzsimmons Mona J Fitzsimmons - Solutions
1. Crash activity B by 4 days at a cost of $100,000.
d. In the contract, a bonus of $100,000 per day will be paid for each day the project is completed earlier than its expected duration. Evaluate the following alternatives to shorten the project duration and then make a recommendation:
vb. List the critical path activities and the expected project duration.v•c. Determine the scheduling times and total slack for all activities.
a. Prepare a project network.
15.6. A construction firm has been commissioned to renew a portion of the Alaska crude-oil pipeline that has fallen into a state of disrepair. The project activities with the estimated times and their relationships are shown below:
Crash the completion time to the minimum level.Activity Normal Time, Weeks Cost Crash Time, Weeks Cost A 4 $2,500 2 $6,000 B 5 4,000 4 5,000 C 2 3,000 1 5,000 D 2 2,000 1 3,000 E 6 3,000 4 4,000 F 3 2,000 1 5,000 G 1 2,000 1 2,000 AC B D End EC AStart BD G FEnd 398 Part Three Managing Service
15.5. The following project network and table provide the normal times and costs as well as the crash times and costs for the activities required to complete a project.
b. If the desired completion date is 33 weeks and the profit markup is 20 percent above cost, what should be the bid price for this project?
a. What would be the minimum cost of completing this project in 20 weeks?
The cost/time relationships for the activities are shown in the table below:Activity Minimum Time, Weeks Maximum Time, Weeks Cost/Time Relationship ($1,000)A 5 10 100 (3 activity time)B 5 10 100 (2 activity time)C 10 30 100 (2 activity time)D 10 15 100 (5 activity time)For
15.4. A simple network consisting of four activities has the following network diagram:
c. When should team selection begin if the tournament is scheduled to start on the morning of December 27? (Include Saturday and Sunday as working days.)
b. Calculate the total slack and scheduling times for all activities. What is the critical path?
a. Draw a network diagram of this project, and label the activities and events.
Chapter 15 Managing Service Projects 397
15.3. Slippery Rock College is planning a basketball tournament. The following information has been collected on each activity in the project:Activity Time, Days Immediate Predecessor Description A 3 — Select teams B 5 A Mail out invitations C 10 — Arrange accommodations D 3 B,C Plan promotion
d. Assuming that one worker is required for each activity, prepare a resource-leveled schedule. What is the maximum number of workers required to finish the project on time?
c. List the critical path activities and project duration.
b. Calculate the scheduling times and total slack for each activity.
a. Draw a project network diagram.
15.2. A consulting firm is planning a reengineering project for a client. The following activities and time estimates have been identified:Activity Time, Days Immediate Predecessor A 1 —B 2 —C 2 —D 2 A,B E 4 A,C F 1 C G 4 D H 8 G,E,F
d. Assuming that one worker is required for each activity, prepare a resource-leveled schedule. What is the maximum number of workers required to finish the project on time?
c. List the critical path activities and project duration.
b. Calculate the scheduling times and total slack for each activity.
a. Prepare a project network diagram.
6. Go to http://www.people.hbs.edu/besty/projfinportal/ index.htm and find employment opportunities in project finance. What is the role of finance in projects?
5. Discuss the differences among time variance, cost variance, and schedule variance.
Can we get any feel for the magnitude of the bias?
4. Explain why the PERT estimate of expected project duration is always optimistic.
3. Are Gantt charts still viable project management tools? Explain.
2. Illustrate the four stages of team building from your own experience.
1. Give an example that demonstrates the trade-off inherent in projects among cost, time, and performance.
A technological breakthrough occurs
There were unforeseen government regulations
There were price changes of inputs
Complications arise with functional areas
There were client-generated changes
Corrective control was not exercised in time
Client requires changes in specifications
Necessary preceding tasks were incomplete
Budgeting was inadequate
Quality or reliability problems occur
Required resources were not available as needed
Reporting was poor or untimely
Insurmountable technical difficulties occur
Task sequencing was incorrect
Initial bids or estimates were too low
Insufficient resources are available
Initial time estimates were optimistic
Scope of work increases
Unexpected technical problems arise
There were delays owing to technical difficulties
Difficulties require more resources
The variances and expected activity durations are calculated by means of equations (8) and(10) and are given in Table 15.6 . Note that the expected activity durations are identical to the values that were used in the critical path analysis performed in Example 15.3 . Thus, the critical path
We revisit the tennis tournament project once again, but now we assume that the activity durations are uncertain and obtain the three time estimates as recorded in Table 15.6 . Because the tennis facility is booked for other matches, you are asked to find the probability of finishing the tournament
The project completion time is assumed to be distributed normally. 2 Probabilities regarding project completion time can be determined from standard normal tables. ( See Appendix A, “Areas of a Standard Normal Distribution.”)
The variance of project completion time 2 T is assumed to be the sum of the variances of activities on the critical path. These variances are calculated by means of equation(10).
The expected project completion time T is assumed to be the sum of the expected durations of activities on the critical path.
Use equation (8) to calculate the expected activity durations, and perform critical path analysis using the expected activity durations t.
For every activity, obtain estimates of A, M, and B.
Because each activity has a distribution, the project itself will have a completion time distribution that is based on the path of longest duration. The steps involved in the analysis are
If a critical path contains activities all noted with an asterisk, STOP; otherwise, GO to 3.
If an activity has reached its crash time, note with an asterisk and do not consider it as a further candidate.
Update the duration for each path in the project network.
List all the paths in the project network and their normal duration.Crash by 1 day the least costly (i.e., minimum expedite-cost) activity on the critical path or the least costly combination of activities on common critical paths. Record the cost of the crashed schedule.
Calculate the expedite-cost for each activity using equation (7).
Empower yourself and team members.Encourage risk taking and creativity
Build agreements that vitalize team members (i.e., manage healthy conflict).
Keep everyone informed.
Direct people individually and as a team.Reinforce the excitement of the project.
For large-scale projects, such as Boeing’s development of the 787 aircraft, many partners require extensive coordination.Uniqueness.• Usually each project has novel features that require customized managerial attention. Many project elements, however, are common and learning can be
Life cycle. Each project follows a life cycle of tasks that include project conception, selection of the project to pursue, planning, scheduling, monitoring, control of project activities, and, finally, project termination.Interdependencies. Projects involve many activities that must be performed
Purpose. The project is usually a one-time activity with clear objectives. An exception, for example, would include the periodic maintenance that airlines perform on their aircraft.
Discuss reasons why projects fail to meet performance, time, and cost objectives.
Monitor a project for time, cost, and schedule variance using an earned value chart.
Crash activities to reduce the project completion time.Analyze a project with uncertain activity times to determine the project completion distribution.
Perform critical path analysis on a project network.Allocate limited resources to a project.
Construct a project network.
Describe the nature of project management.Illustrate the use of a Gantt chart and discuss its limitations.
4. What explains the continuing trade surplus in services for the United States?
3. What is the inherent conflict in a franchising arrangement?
2. Chili’s, a U.S.-based restaurant chain that offers Mexican food, has its largest establishment in Monterrey, Mexico. Why is Chili’s so successful in Monterrey?
1. Recall that service operations can be classified as processing people, goods, or information. What challenges are faced in each category when globalization is undertaken?
How far should the franchiser go in saturating a single market area with outlets?7
When should franchisee facilities be upgraded, and how are the costs to be shared?
How should fees be established and profits distributed?
Identify and differentiate the five global service strategies.
Discuss the five C’s that must be balanced in a borderless world.
Discuss the three factors to be considered in planning transnational operations.
Differentiate between the three generic international strategies.
Discuss the nature of franchising from the point of view of the franchiser and the franchisee.
Identify and differentiate the four domestic growth and expansion strategies.
How can Peapod manage productive capacity?Suggest reasons why Peapod has not yet become profitable.
How can Peapod manage service perishability?1.2.
Where are opportunities for bidirectional optimization at Peapod?
Can the Boomer Technology Circles be applied to other industries? What are some of the risks in pursuing this strategy?
How is the concept of “leverage” achieved by Boomer Consulting?
How has Boomer Consulting, Inc. made the client a coproducer in the service delivery process?
How does The Boomer Technology Circle illustrate the concept of the bidirectional service supply relationship?
3. Discuss the implications of service outsourcing on employees, stockholders, customers, and host-country economy when a firm outsources a call center overseas?
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