Operations And Process Management Principles And Practice For Strategic Impact 1st Edition Nigel Slack, Stuart Chambers, Robert Johnston, Alan Betts - Solutions

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4. Discuss the service purchase decision in the context of qualifiers, service winners, and service losers.
3. Describe, with examples, how a service competes using the generic service strategies of overall cost leadership, differentiation, and focus.
2. Critically discuss the competitive environment of services.
1. Formulate a strategic service vision.
5. Given the example of Xpresso Lube, what other services could be combined to "add value" for the customer?
4. What elements of Xpresso Lube's location contribute to its success?
3. Characterize Xpresso Lube in regard to the nature of the service act, the relationship with customers, customiza- tion and judgment, the nature of demand and supply, and the method of service delivery.
2. How are the distinctive characteristics of a service oper- ation illustrated by Xpresso Lube?
1. Describe Xpresso Lube's service package.
4. Describe the features of the new experience economy.
3. Describe the features of preindustrial, industrial, and postindustrial societies.
2. Discuss the evolution of an economy from an agrarian society to a service society.
1. Describe the central role of services in an economy.
5. Discuss the role of a service manager from an open-systems view of service operations.
4. Discuss the insights obtained from a strategic classification of services.
3. Discuss the managerial implications of the distinctive characteristics of a service operation.
2. Describe a service using the four dimensions of the service package.
1. Classify a service into one of four categories using the service process matrix.
6. What contributions to the management of professional service firms can a business school graduate provide?
5. What factors are important for a manager to consider when attempting to enhance a service firm's image?
4. Illustrate the "distinctive characteristics of service operations" for a service with which you are familiar.
2. When does collecting information through service membership become an invasion of privacy?
1. What are the characteristics of services that will be most appropriate for Internet delivery?
Visit the websites of some companies that have developed computer-based project management software (for example, primavera.com, welcome.com, microsoft.com, or just put ‘project management software’ in a search engine).● What appear to be the common elements in the software packages on offer
Identify a project of which you have been part (for example moving apartments, a holiday, a dramatic production, revision for an examination, etc.).● Who were the stakeholders in this project?● What was the overall project objective (especially in terms of the relative importance of cost,
The activities, their durations and precedences for designing, writing and installing a bespoke computer database are shown in the table below. Draw a Gantt chart and a network diagram for the project and calculate the fastest time in which the operation might be completed. Activities that must be
The National Trust of England, Wales and Northern Ireland was formed in 1895 with the objective to preserve places of historic interest or natural beauty for the nation to enjoy. When the local director and his project team take on ‘The Workhouse’ they know from the outset that it will be one
3 What can they do about these dangers and difficulties? Introduction Anuar Kamaruddin, COO of United Photonics Malaysia(EPM), was conscious that the project in front of him was one of the most important he had handled for many years.The number and variety of the development projects underway
2 What are the major dangers and difficulties that will be faced by the development team as they manage the projects towards its completion? Introduction Anuar Kamaruddin, COO of United Photonics Malaysia(EPM), was conscious that the project in front of him was one of the most important he had
1 Who do you think should manage the Laz-skan Development Project? Introduction Anuar Kamaruddin, COO of United Photonics Malaysia(EPM), was conscious that the project in front of him was one of the most important he had handled for many years.The number and variety of the development projects
Is project management adequate?
Is the project adequately controlled?
Has the project been adequately planned?
Is the project well defined?
Survey a range of people who own and/or are responsible for the performance of the following pieces of equipment.What is their approach to maintaining them and how is this influenced by the perceived seriousness of any failure?(a) Motor cars(b) Central heating systems or air conditioning systems(c)
Conduct a survey amongst colleagues, friends and acquaintances of how they cope with the possibility that their computers might ‘fail’, in terms of either ceasing to operate effectively, or losing data. Discuss how the concept of redundancy applies in such failure.
Earlier in this chapter the failure of ‘controlled flight into ground’ was mentioned. Predominantly, the reason for this is not mechanical failure but human failure such as pilot fatigue. Boeing, which dominates the commercial airline business, has calculated that over 60 per cent of all the
Elevators are one of the many products and services integral to our daily lives and whose smooth performance we take for granted. Yet their efficient operation really does depend on the type of maintenance services offered by companies like Paterford Elevators. Ensuring that elevators run smoothly
2 How could failure planning have helped prevent the disaster? At 1.24 in the early hours of Saturday morning on 26 April 1986, the worst accident in the history of commercial nuclear power generation occurred. Two explosions in quick succession blew off the 1000-tonne concrete sealing cap of the
1 What were the root causes which contributed to the ultimate failure? At 1.24 in the early hours of Saturday morning on 26 April 1986, the worst accident in the history of commercial nuclear power generation occurred. Two explosions in quick succession blew off the 1000-tonne concrete sealing cap
Have failure mitigation measures been implemented?
Have potential failure points been assessed?
Have failure recovery measures been implemented?
Have failure prevention measures been implemented?
3. Do you think Tyko can avoid the Six Sigma initiative suffering the same fate as the TQM initiative? ‘This is not going to be like last time. Then, we were adopting an improvement programme because we were told to.This time it’s our idea and, if it’s successful, it will be us that are
2. Is Six Sigma a better approach for this type of company? ‘This is not going to be like last time. Then, we were adopting an improvement programme because we were told to.This time it’s our idea and, if it’s successful, it will be us that are telling the rest of the group how to do it.’
1. How does the Six Sigma approach seem to differ from the TQM approach adopted by the company almost 20 years ago? ‘This is not going to be like last time. Then, we were adopting an improvement programme because we were told to.This time it’s our idea and, if it’s successful, it will be us
(a) If you are working in a group, identify a ‘high visibility’ operation that you all are familiar with. This could be a type of quick-service restaurant, record stores, public transport systems, libraries, etc.(b) Once you have identified the broad class of operation, visit a number of them
Think back to the last product or service failure that caused you some degree of inconvenience. Draw a cause–effect diagram that identifies all the main causes of why the failure could have occurred. Try to identify the frequency with which such causes happen. This could be done by talking with
(a) Devise a benchmarking programme that will benefit the course or programme that you are currently taking (if appropriate). In doing so, decide whether you are going to benchmark against other courses at the same institution, competitor courses at other institutions, or some other point of
Visit a library (for example, a university library) and consider how it could start a performance measurement programme which would enable it to judge the effectiveness with which it organizes its operations. Probably the library lends books on both long-term and short-term loans, keeps an
Ferndale Sands Conference Centre is a conference venue of 52 rooms in Victoria State, Australia. They pride themselves on offering supreme quality and service; the `executive retreat’. Mario Romano, the owner and General Manager, is furious and alarmed to read a review which threatens their
What is the gap between current and required performance?
What is improvement?
Many organizations check up on their own level of quality by using ‘mystery shoppers’. This involves an employee of the company acting the role of a customer and recording how they are treated by the operation. Choose two or three high-visibility operations (for example, a cinema, a department
Visit the website of the European Foundation for Quality Management (www.efqm.org). Look at the companies that have won or been finalists in the European Quality Awards and try to identify the characteristics which make them ‘excellent’ in the opinion of the EFQM. Investigate how the EFQM
Using an Internet search engine (such as google.com), look at the consultancy organizations that are selling help and advice on quality management. How do they try to sell quality improvement approaches to prospective customers?
Using the four categories of quality-related costs, make a list of the costs that fall within each category for the following operations:(a) A university library(b) A washing machine manufacturer(c) A nuclear electricity generating station(d) A church.
The De Noorman hotel prides and distinguishes itself on offering high-quality accommodation and service. After his day off, Andries Claessen, the hotel’s General Manager, returns to work to discover a number of phone messages awaiting him. The messages cause him to question how quality is defined
3 SPC is an operational-level technique of ensuring quality conformance. How many of the benefits of bringing the plant under control would you class as strategic? ‘Before the crisis the quality department was just for looks, we certainly weren’t used much for problem solving, the most we did
2 The plant’s processes eventually were brought under control. What were the main benefits of this? ‘Before the crisis the quality department was just for looks, we certainly weren’t used much for problem solving, the most we did was inspection. Data from the quality department was brought to
1 What are the most significant events in the story of how the plant survived because of its adoption of qualitybased principles? ‘Before the crisis the quality department was just for looks, we certainly weren’t used much for problem solving, the most we did was inspection. Data from the
Does quality management always lead to improvement?
Is the idea of quality management universally understood and applied?
What is quality management?
In the chapter the example of Boeing’s success in enabling aircraft to convert between passenger and cargo operations was described.(a) If the changeover between ‘passengers’ and ‘cargo’ took 2 hours instead of 1 hour, how much impact do you think it would have on the usefulness of the
Using an Internet search engine, enter ‘kanban’, and capture those who use such devices for planning and control.Contrast the ways in which they are used.
Examine the value-added versus non-value-added times for some other services. For example:(a) Handing an assignment in for marking if you are currently studying for a qualification (what is the typical elapsed time between handing the assignment in and receiving it back with comments?). How much of
Consider this record of an ordinary flight.‘Breakfast was a little rushed but left the house at 6.15. Had to return a few minutes later, forgot my passport. Managed to find it and leave (again) by 6.30. Arrived at the airport 7.00, dropped Angela off with bags at terminal and went to the
Re-examine the description of the Toyota production system at the beginning of the chapter.(a) List all the different techniques and practices that Toyota adopts. Which of these would you call just-in-time philosophies and which are just-in-time techniques?(b) How are operations objectives
Ann is a self employed designer and decorator. As a result of some sanding work she takes on, she develops a painful lump in her forearm. Little does she realize the processes she will have to go through in order to get the right treatment.● How would you assess and evaluate the two health
6 What risks are associated with Dean’s proposal? ‘There must be a better way of running this place!’ said Dean Hammond, recently recruited General Manager of B&B, as he finished a somewhat stressful conversation with a complaining customer, a large and loyal local building contractor.‘We
5 Should Dean differentiate the working environment by providing distinctive work-wear, such as T-shirts and distinctively painted machines, in order to reinforce a cultural change? ‘There must be a better way of running this place!’ said Dean Hammond, recently recruited General Manager of B&B,
4 How different would the cell work be to that in the main Joinery Department? ‘There must be a better way of running this place!’ said Dean Hammond, recently recruited General Manager of B&B, as he finished a somewhat stressful conversation with a complaining customer, a large and loyal local
3 At what stage, and how, should Dean sell his idea to the Joinery Manager and the workers? ‘There must be a better way of running this place!’ said Dean Hammond, recently recruited General Manager of B&B, as he finished a somewhat stressful conversation with a complaining customer, a large and
2 What are likely to be the main categories of costs and benefits in establishing the cell? Are there any non-financial benefits that should be taken into account? ‘There must be a better way of running this place!’ said Dean Hammond, recently recruited General Manager of B&B, as he finished a
1 To what extent could (or should) Dean expect to apply the philosophies and techniques of JIT described in this chapter to the running of a staircase cell? ‘There must be a better way of running this place!’ said Dean Hammond, recently recruited General Manager of B&B, as he finished a
Is lean synchronization applied throughout the supply network?
Is variability minimized?
Are processes flexible?
Does supply exactly match demand?
Is flow streamlined?
What are the barriers to lean synchronization?
From your own experience of making appointments at your General Practitioner’s surgery, or by visiting whoever provides you with primary medical care, reflect on how patients are scheduled to see a doctor or nurse.● What do you think planning and control objectives are for a General
Revisit the example at the beginning of the chapter which explained how one car dealership planned and controlled its workshop activities. Try to visit a local car servicing operation and talk to them about their approach to planning and control. (Note that it may be less sophisticated than the
Coburn Finnegan is a small accountancy practice in the Republic of Ireland with offices in Cork, Limerick and Galway. They are settled on a fairly busy week ahead when, out of the blue, one of their clients calls with an urgent request which forces Mark Williams, the team manager, to re-visit the
2 What would you suggest that subText do to tighten up their planning and control procedures? ‘C.K. One’ was clearly upset. Since he had founded subText in the fast growing South East Asian computer generated imaging (CGI) market, three years ago, this was the first time that he had needed to
1 What went wrong with the fifty three slash F job and how could the company avoid making the same mistakes again? ‘C.K. One’ was clearly upset. Since he had founded subText in the fast growing South East Asian computer generated imaging (CGI) market, three years ago, this was the first time
Does resource planning and control have all the right elements?
Are core planning and control activities effective?
Is resource planning and control information integrated?
Using product information obtained from Web searches, compare three inventory management systems (or software packages) that could be purchased by the General Manager of a large state-run hospital who wishes to gain control of inventory throughout the organization.● What are the claimed benefits
Visit a large petrol (gas) filling station to meet the manager. Discuss and analyze the inventory planning and control system used for fuel and other items in the shop, such as confectionery and lubricants. You should then obtain data to show how the system is working (for example, reorder points
Read the example of the National Blood Service at the beginning of the chapter.● What are the factors that constitute inventory holding costs, order costs and stock-out costs in a National Blood Service?● What makes this particular inventory planning and control example so complex?● How might
Anders works as a lab technician at Rotterdam Serum, one of the world’s primary suppliers of antibody and other sera to the veterinarian and animal care sector. He faces the daunting task of operating the serum inventory. He must ensure that storage conditions are correct, stock is adequately
5 What recommendations would you give to the company? Founded at the height of the ‘dotcom bubble’ of the late 1990s, supplies4medics.com has become one of Europe’s most successful direct mail suppliers of medical hardware and consumables to hospitals, doctors’ and dentists’ surgeries,
4 Calculate the EOQs for the A items. Founded at the height of the ‘dotcom bubble’ of the late 1990s, supplies4medics.com has become one of Europe’s most successful direct mail suppliers of medical hardware and consumables to hospitals, doctors’ and dentists’ surgeries, clinics, nursing
3 Based on the sample, analyze the underlying causes of the availability problem described in the text. Founded at the height of the ‘dotcom bubble’ of the late 1990s, supplies4medics.com has become one of Europe’s most successful direct mail suppliers of medical hardware and consumables to
2 Calculate the inventory weeks for each item, for each classification, and for all the items in total. Does this suggest that the OM’s estimate of inventory weeks is correct? If so, what is your estimate of the overall inventory at the end of the base year, and how much might that have increased
1 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. Founded at the height of the ‘dotcom bubble’ of the late 1990s, supplies4medics.com has become one of Europe’s

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