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service management operations strategy
Operations And Process Management Principles And Practice For Strategic Impact 2nd Edition Nigel Slack , Stuart Chambers , Robert Johnston , Alan Betts - Solutions
3. Are there other ways in which the company could organize itself to meet the challenges and market trends described in the case? Globalcast was one of the world’s largest manufacturers of metal and plastic moulded components associated with almost every industry, including automotive, consumer
2. Would you describe Globalcast’s strategic supply chain management decisions as more proactive or reactive and why? Globalcast was one of the world’s largest manufacturers of metal and plastic moulded components associated with almost every industry, including automotive, consumer durables,
1. Evaluate the company’s relationships with its large global customers. What does this imply about Globalcast’s potential to support its customers’ requirements in intensely price-sensitive global markets? Globalcast was one of the world’s largest manufacturers of metal and plastic moulded
3. How might the concept of simultaneous design be applied in the design of coinage? A unique manufacturing operation in the UK is the Royal Mint at Llantrisant in South Wales.The Royal Mint is designated as an executive agency responsible to the Treasury of HM Government. The Chancellor of the
2. Explain the criteria that the Mint will need to take into account when it designs new coinage. A unique manufacturing operation in the UK is the Royal Mint at Llantrisant in South Wales.The Royal Mint is designated as an executive agency responsible to the Treasury of HM Government. The
1. What is the ‘concept’ of the Mint’s products? A unique manufacturing operation in the UK is the Royal Mint at Llantrisant in South Wales.The Royal Mint is designated as an executive agency responsible to the Treasury of HM Government. The Chancellor of the Exchequer is appointed
Question 2. PERA’s virtual reality centre cost £2 million using the latest Silicon Graphics technology. How do you think it justified such as investment?
Question 1. What are the advantages of ‘visualizing’ operations before they are constructed?
2. PERA’s virtual reality centre cost £2 million using the latest Silicon Graphics technolog y.How do you think it justified such an investment? Virtual reality, once seen solely as a high-technology arcade entertainment medium, has established itself as a powerful, three-dimensional
1. What are the advantages of ‘visualizing’ operations before they are constructed? Virtual reality, once seen solely as a high-technology arcade entertainment medium, has established itself as a powerful, three-dimensional professional design tool, with applications including architecture, car
3. Was it just incompetence that led the designers to install these systems or were they falling into a fairly predictable design trap? Failure to understand the needs of customers and work these thoroughly into the design can cause problems that only emerge after the product or service is in use.
2. How would you have ensured that the mistakes made by the designers of these systems could not have occurred? Failure to understand the needs of customers and work these thoroughly into the design can cause problems that only emerge after the product or service is in use. This can be especially
1. Why were each of the systems described in this box regarded as a failure? Failure to understand the needs of customers and work these thoroughly into the design can cause problems that only emerge after the product or service is in use. This can be especially true when designers are motivated
2. Should Ford have included its suppliers’ suppliers as well? The development of the 1.6 Zeta engine by Ford was one of its most important design projects for years. Like any engine design, it was a huge and complex task. Indeed, each part of the engine needed to go through all the stages of the
1. In developing this product, Ford put together a team of suppliers. Do you think it would do the same for every single supplier of every part in every product? If not, how should it choose the suppliers, parts and products to be subjected to this sort of treatment? The development of the 1.6 Zeta
3. Pick a service with which you are familiar in an educational operation (such as your university, school or college) and evaluate it against Braun’s 10 principles. Which of these 10 principles do you think were the most useful in making your evaluation? Braun, the leading European manufacturer
2. Braun’s 10 industrial design principles are applied above to a domestic appliance. How do you think they might change if they were applied to an industrial product such as a machine tool? Braun, the leading European manufacturer of small appliances, is renowned for the innovative and
1. Braun is proud of its success in aesthetic design. What benefit do you think this gives the company with the domestic appliance buying public? Braun, the leading European manufacturer of small appliances, is renowned for the innovative and functional designs of its products (over 60 per cent of
2. Why do you think that Boeing’s customers wanted the flexibility to configure passenger space? Arguably the most innovative new passenger aircraft to enter service over the last few years was the Boeing 777, a new twin-engined aircraft, in the 300-plus seats category, to compete with
1. What problems do you think might be associated with bringing customers together in the way that Boeing did? Arguably the most innovative new passenger aircraft to enter service over the last few years was the Boeing 777, a new twin-engined aircraft, in the 300-plus seats category, to compete
4. How would the layout need to be adjusted as demand for this and similar products builds up?Weldon Hand Tools, one of the most successful of the European hand tool manufacturers, decided to move into the ‘woodworking’ tools market. Previously, its products had been confined to car
3. Design a layout for the assembly operation (to include the fly press work) including the tasks to be performed at each part of the system.Weldon Hand Tools, one of the most successful of the European hand tool manufacturers, decided to move into the ‘woodworking’ tools market. Previously,
2. What type of facilities and technology will the company need to buy in order to assemble this product?Weldon Hand Tools, one of the most successful of the European hand tool manufacturers, decided to move into the ‘woodworking’ tools market. Previously, its products had been confined to car
1. How many staff should the company employ?Weldon Hand Tools, one of the most successful of the European hand tool manufacturers, decided to move into the ‘woodworking’ tools market. Previously, its products had been confined to car maintenance, home decorating and general hand tools. One of
3. What type of flexibility does Yamazaki’s FMS give them? The Japanese tool manufacturers Yamazaki have in their European factory, one of the most advanced machine tool manufacturing operations.. Their four FMS systems allow overnight unstaffed production and so allow the company to make the
2. What do you think are the main problems with un-staffed overnight operation and what has Yamazaki done to avoid them? The Japanese tool manufacturers Yamazaki have in their European factory, one of the most advanced machine tool manufacturing operations.. Their four FMS systems allow overnight
1. What seem to be the benefits of Yamazaki’s investment in its highly automated plant? The Japanese tool manufacturers Yamazaki have in their European factory, one of the most advanced machine tool manufacturing operations.. Their four FMS systems allow overnight unstaffed production and so
2. Are the objectives in designing a supermarket layout broadly similar to the objectives in designing a high-variety manufacturing operation? If not, what is the difference? The Delhaize Group operates many retail outlets in Belgium, including local Delhaize de Leeuw supermarkets. Delhaize
1. What is the basic layout type used by this supermarket? The Delhaize Group operates many retail outlets in Belgium, including local Delhaize de Leeuw supermarkets. Delhaize supermarkets compete both by choice of location, being convenient for frequent shoppers and by the quality of the products
4. Prepare a process flow chart for the cheque-processing operation. How many of the steps are value-adding? Towards the end of the 1990s, much of the European retail banking industry was facing unprecedented levels of competition. This was partly the result of excess capacity (many towns had four
3. Compare the extent to which empowerment is feasible and desirable at a branch and at a CPC. Towards the end of the 1990s, much of the European retail banking industry was facing unprecedented levels of competition. This was partly the result of excess capacity (many towns had four or more bank
2. What would the effect be on the job design of branch employees? Towards the end of the 1990s, much of the European retail banking industry was facing unprecedented levels of competition. This was partly the result of excess capacity (many towns had four or more bank branches within 100 metres of
1. How would these changes affect the job of a branch manager? What new skills would be required? Towards the end of the 1990s, much of the European retail banking industry was facing unprecedented levels of competition. This was partly the result of excess capacity (many towns had four or more
2. What are the advantages of using robot technology to paint axles at the Scania plant? Ecco, a Danish shoe company, produces over seven million shoes each year and has invested in extensive robotic facilities in the manufacturing operation, primarily to improve its quality consistency. Initial
1. In Ecco’s shoe factories, why are some manufacturing stages performed by hand and some by robots? Ecco, a Danish shoe company, produces over seven million shoes each year and has invested in extensive robotic facilities in the manufacturing operation, primarily to improve its quality
4. What key production issues would you anticipate that are associated with the speed at which paper runs through a paper machine (bearing in mind that the paper is very wet at the beginning of the process)? The trend towards material recycling in many countries can have a significant impact on the
3. Given that a paper machine is likely to make several products, each at different grammage(i.e. weight per unit area), would you regard paper-making as a continuous or a batch process? What difficulties would you anticipate in the scheduling and production processes and what is the effect on
2. In what ways would you expect recycled products to differ from their conventional counterparts? What steps could you take in the production process to minimize these differences? The trend towards material recycling in many countries can have a significant impact on the way in which some
1. What production problems would you anticipate from using waste papers?• in the stock preparation plant?• in the paper-making process? The trend towards material recycling in many countries can have a significant impact on the way in which some products are manufactured. Perhaps the industry
2. From an operations management perspective, what are the implications of hydrogen-based fuel cells for a bus company? It is the usefulness of the motor car that has made it so dangerous to the environment. When it was a product affordable only by the relatively affluent in rich countries, it
1. What effect do you think fuel cell technology will have on the further development of conventional internal combustion engines? It is the usefulness of the motor car that has made it so dangerous to the environment. When it was a product affordable only by the relatively affluent in rich
3. Sketch the flow of flowers in the VBA operation. What do you think are the critical points in this flow? VBA is the largest flower auction operation in the world. It consists of two main parts. The first is the sellers area known as the ‘auction section’ where flowers are received, held in
2. How does process technology help this operation to achieve its objectives? VBA is the largest flower auction operation in the world. It consists of two main parts. The first is the sellers area known as the ‘auction section’ where flowers are received, held in cooled storage areas and
1. Which of the five operations performance objectives (quality, speed, dependability, flexibility and cost) are the most important to build into the design of VBA process, and why? VBA is the largest flower auction operation in the world. It consists of two main parts. The first is the sellers
2. Do you have any suggestions for improving the 3P programme? Although the need for organizations to have an environmental policy has become increasingly evident in the last few years, for many years some progressive companies have been aware of their ethical and environmental responsibilities to
1. How does 3M’s 3P policy differ from operations management as we have defined it in this book? Although the need for organizations to have an environmental policy has become increasingly evident in the last few years, for many years some progressive companies have been aware of their ethical
1. List what you see as being the major advantages and problems as social programmes become more dependent on the type of technology described above. Even social programmes around the world are being revolutionized through the use of technology. For example, electronic benefit transfer (EBT) is
3. In the decision by the Ford Motor Company to establish vehicle programme centres, do you think the factors influencing the location of design centres are different from those that influence the location of manufacturing operations? In practice, companies are driven by a whole variety of motives
2. What do you think the companies described in each of these four location decisions were trying to improve and why? In practice, companies are driven by a whole variety of motives when they make their location decisions. Here are four examples, which illustrate a diversity of operations
1. For each of these four location decisions, rank what you think are the main factors that influenced the location decision. In practice, companies are driven by a whole variety of motives when they make their location decisions. Here are four examples, which illustrate a diversity of operations
2. Why do they like to locate close to other restaurants? Café Rouge was founded in the UK in the late 1980s when they opened their first ‘French-style café’ in Richmond, Greater London. During the 1990s, the café saw a phenomenal growth. As one senior manager recalls:‘We started with a
1. What seem to be the main expansion-related issues for Café Rouge? Café Rouge was founded in the UK in the late 1980s when they opened their first ‘French-style café’ in Richmond, Greater London. During the 1990s, the café saw a phenomenal growth. As one senior manager recalls:‘We
2. What did Nissan do to help its suppliers? Why do you think it is so important to put time and effort into developing a good supply base?
1. One of the improvement initiatives that helped to win the Sunderland plant a new model was a four-year programme. It started eight years before the new model was due to start production. Why do you think it takes eight years for initiatives like this to come to fruition?
2. Nissan, Toyota and Honda all now have plants in the UK. What factors do you think will influence whether these plants expand or not? The 1990s saw hundreds of Japanese companies setting up operations in Europe. Manufacturing companies particularly have recognized the importance of developing a
1. Summarize what you see as being the major factors, which favoured the UK in attracting inward investment from Japan. The 1990s saw hundreds of Japanese companies setting up operations in Europe. Manufacturing companies particularly have recognized the importance of developing a foothold in the
2. What are the key issues (both those mentioned above and any others you can think of) that determine the time taken at each stage? Of all the operations that have to respond quickly to customer demand, few have more need of speed than the emergency services. In responding to road accidents
1. Draw a chart that illustrates the stages between an accident occurring and full treatment being made available. Of all the operations that have to respond quickly to customer demand, few have more need of speed than the emergency services. In responding to road accidents especially, every second
2. What opportunities for the operation do you think were created by the move to recycle? Although customers and competitors are the main drivers of market pressures, other factors can affect even a ‘mature’ product. The legislative environment, for example, may create new pressures and
1. What have been the major pressures on Veka that caused it to change its operations strategy? Although customers and competitors are the main drivers of market pressures, other factors can affect even a ‘mature’ product. The legislative environment, for example, may create new pressures and
1. How can Taxi Stockholm keep its dependability high during those times when demand is high and traffic is congested? Taxi Stockholm may be over 100 years old and organized as a cooperative, but it has become one of the largest and most technically advanced taxi companies in the world. ‘They are
2. Why is Nick’s point about veterinarian help important for all types of operations? ‘Organic farming means taking care and getting all the details right. It is about quality from start to finish. Not only the quality of the meat have we produced but also quality of life and quality of care
1. What does Lower Hurst Farm have to get right to keep the quality of its products and services so high? ‘Organic farming means taking care and getting all the details right. It is about quality from start to finish. Not only the quality of the meat have we produced but also quality of life and
2. List what you think might now be the priority objectives of:(a) The production manager;(b) The marketing manager;(c) The new boss.Birmingham Amusement Machines was a company that manufactured gaming and videoamusement machines. The company sold its products to an operating company, which
1. What do you think were Bob Greenwood’s objectives when he ran the company? Birmingham Amusement Machines was a company that manufactured gaming and videoamusement machines. The company sold its products to an operating company, which distributed them to bars, country clubs, casinos and pubs.
1. How do companies like Aldi seem to keep their costs down? The operations of this company started in Germany and then spread to Denmark, Holland and Belgium. Soon the cut-price retailers were taking larger shares of the market throughout Europe.Cut-price retailers include companies such as Netto
2. What does the company appear to have done to enhance its flexibility? The world-famous chocolate maker, Godiva Chocolatier, is situated right in the heart of Brussels, Europe’s centre of quality chocolate manufacturing. Godiva is a relatively small producer, which makes more than 100 different
1. Why is flexibility so important to a company like Godiva? The world-famous chocolate maker, Godiva Chocolatier, is situated right in the heart of Brussels, Europe’s centre of quality chocolate manufacturing. Godiva is a relatively small producer, which makes more than 100 different types of
2. What do you think are the advantages and disadvantages of this approach to eye surgery? High-volume operations can be found in some surprising places – even surgery. Not all surgery conforms to our preconceptions of the individual ‘super-craftsperson’, aided by his or her backup team,
1. Compare this approach to eye surgery with a more conventional approach. High-volume operations can be found in some surprising places – even surgery. Not all surgery conforms to our preconceptions of the individual ‘super-craftsperson’, aided by his or her backup team, performing the whole
2. How do you think Swatch compares with most watch manufacturers? In the early 1980s, the Swiss watch industry was nearly dead. Competition from cheap but often high-quality products from Far Eastern manufacturers such as Seiko and Casio had almost obliterated the traditional Swiss industry.
1. What do you think has been the contribution of the marketing function, the product design function and the operations function to the success of Swatch? In the early 1980s, the Swiss watch industry was nearly dead. Competition from cheap but often high-quality products from Far Eastern
2. How does the concept of ‘standardization’ help Formule 1 to keep its costs down? Hotels, by the nature of their services, are highcontact operations – they are staff-intensive and have to cope with a range of customers, each with a variety of needs and expectations. So, how can a highly
1. What is the role of technology in allowing Formule 1 to keep its costs down? Hotels, by the nature of their services, are highcontact operations – they are staff-intensive and have to cope with a range of customers, each with a variety of needs and expectations. So, how can a highly successful
2. What other examples of standardization in transport operations can you think of? The Bombay Tiffin Box Suppliers Association (TBSA) operates a service to transport homecooked food from workers’ homes to office locations in downtown Bombay. Workers from residential districts must ride commuter
1. What are the common features of these two examples? The Bombay Tiffin Box Suppliers Association (TBSA) operates a service to transport homecooked food from workers’ homes to office locations in downtown Bombay. Workers from residential districts must ride commuter trains some 30–40 km to
4. What do you think are the different skills and different approaches to ‘fine tuning’ the improvement activities that Jan speak about? ‘We have grown and reorganized so much in the last five years that it has become difficult to maintain a common approach to our operations. We have to get
3. In the light of your findings, to what extent do you believe that common sets of principles apply? ‘We have grown and reorganized so much in the last five years that it has become difficult to maintain a common approach to our operations. We have to get it right, never before have we been so
2. Determine the similarities and differences between the four back-office units using the ‘4-Vs’ approach. ‘We have grown and reorganized so much in the last five years that it has become difficult to maintain a common approach to our operations. We have to get it right, never before have we
1. What are the inputs, transformation processes and outputs from the processes described in the case? ‘We have grown and reorganized so much in the last five years that it has become difficult to maintain a common approach to our operations. We have to get it right, never before have we been so
1. What is the overlap between operations, marketing and product/service development at Acme Whistles? Acme Whistles can trace its history back to 1870, when Joseph Hudson decided he had the answer to the London Metropolitan Polices’ request for something to replace the wooden rattles they used
3. Approximately how many different organizations are involved in delivering the goods and services described in this report? What are the implications of this? My flight to Stockholm would be late landing. The pilot told us that we were in a ‘stack’ of planes circling above the snow clouds
2. Which of these processes were most affected by the severe weather? My flight to Stockholm would be late landing. The pilot told us that we were in a ‘stack’ of planes circling above the snow clouds that were giving Brussels its first taste of winter. Air traffic control had closed the
1. Identify all the processes and their activities that are mentioned. Classify them in accordance with their type. My flight to Stockholm would be late landing. The pilot told us that we were in a ‘stack’ of planes circling above the snow clouds that were giving Brussels its first taste of
Question 1 – Who do you think should manage the Laz-skan Development Project?
Question 2 – How could failure planning have helped prevent the disaster?
Question 1 – What were the root causes which contributed to the ultimate failure?
Question 3 – Do you think that Tyko can avoid the Six Sigma initiative suffering the same fate as the TQM initiative?
Question 2 – Is Six Sigma a better approach for this type of company?
Question 1 – How does the Six Sigma approach seem to differ from the TQM approach adopted by the company almost 20 years ago?
Question 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?
Question 2 – The plant’s processes eventually were brought under control.What were the main benefits of this?
Question 1 – What are the most significant events in the story of how the plant survived because of its adoption of quality-based principles?
Question 6 – What risks are associated with Dean’s proposal?
Question 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?
Question 4 – How different would the cell work be to that in the main Joinery Department?
Question 3 – At what stage, and how, should Dean sell his idea to the Joinery Manager and the workers?
Question 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?
Question 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?
Question 2 – What would you suggest that subText do to tighten up its planning and control procedures?
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