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business
service management operations strategy
Operations And Process Management 4th Edition Nigel Slack - Solutions
3. If HPC were to adopt a sourcing strategy with a preference for local SMEs:(a) How might it engage effectively with local businesses to encourage bids????(b) How might it effectively configure these sourcing arrangements????(c) What approaches might it take to supplier capability development????
2. What other factors are affecting the decision???? It was a warm afternoon as Stefano Moretto, Commercial Director of Hinkley Point C (HPC), and Eva Glines, Senior Supply Chain Engagement Manager, stood looking out of their office. Stefano, having recently joined EDF, had been tasked with
1. How do the characteristics of different site operations services influence the sourcing decision (MNCs versus local SMEs)???? It was a warm afternoon as Stefano Moretto, Commercial Director of Hinkley Point C (HPC), and Eva Glines, Senior Supply Chain Engagement Manager, stood looking out of
7.6 Are supply chain dynamics under control?
7.5 Are supply chains run effectively?
7.4 Has the approach to supplier selection and negotiation been determined?
7.3 Has the sourcing configuration been determined?
7.2 What type of supply chain relationship should be adopted?
7.1 Is the nature of supply chain management understood?
5. A gourmet burger shop has a daily demand for 250 burgers and operates for 10 hours.a) What is the required cycle time in minutes????b) Assuming that each burger takes 7.2 minutes of work, how many servers are required????c) If the burger shop has a three-stage process for making burgers, and
4. At the theatre, the interval during a performance of King Lear lasts for 20 minutes and in that time 86 people need to use the toilet cubicles. On average, a person spends 3 minutes in the cubicle. There are 10 cubicles available.a) Does the theatre have enough toilets to deal with the
2. ‘It is a real problem for us’, said Angnyeta Larson. ‘We now have only ten working days between all the expense claims coming from the departmental coordinators and authorising payments on the next month’s payroll. This really is not long enough and we are already having problems during
1. Most of us are familiar with ‘drive-through’ fast-food operations. Think about (or better still, visit) a drive-through service and try mapping what you can see (or remember) of the process (plus what you can infer from what may be happening ‘behind the scenes’).
3. How could the ARAPU process be improved???? Action Response is a London-based charity dedicated to providing fast responses to critical situations throughout the world. It was founded by Susan N’tini, its Chief Executive, to provide relatively short-term aid for small projects until they could
2. What is the main problem with the current ARAPU process????’ Action Response is a London-based charity dedicated to providing fast responses to critical situations throughout the world. It was founded by Susan N’tini, its Chief Executive, to provide relatively short-term aid for small
1. What objectives should the ARAPU process be trying to achieve???? Action Response is a London-based charity dedicated to providing fast responses to critical situations throughout the world. It was founded by Susan N’tini, its Chief Executive, to provide relatively short-term aid for small
6.5 Is process variability recognised?
6.4 Are process tasks and capacity configured appropriately?
6.3 How are processes currently designed?
6.2 Are process performance objectives clear?
6.1 Is the importance of detailed process design understood?
6. Visit a supermarket and observe people’s behaviour. You may have to exercise some discretion when doing this; people generally don’t like to be stalked a round the supermarket too obviously.a) What layout type is a conventional supermarket and how does it differ from a manufacturing
5. Revisit the case example that examines Legal and General’s modular housing venture (see p. 169). Does their use of a factory to ‘build’ houses invalidate the idea that volume and variety govern the nature of operations processes????
4. A direct marketing company sells kitchen equipment through a network of local representatives working from home. Typically, individual orders usually contain 20–50 individual items.Much of the packing process is standardised and automatic. The vice-president of distribution is proud of his
2. A company that produces a wide range of specialist educational kits for five–ten-year-olds is based in an industrial unit arranged in a simple layout with six departments, each performing a separate task. The layout is shown in Figure 5.10, together with the results of an investigation of the
4. Use the above information to draw a ‘product–process matrix’. What does it indicate???? Grace Whelan, Managing Partner of McPherson Charles, welcomed the three solicitors into the meeting room. She outlined the agenda, essentially their thoughts and input into the rolling three-year plan.
3. How would you describe each team’s process in terms of its layout, the technology (if any) it uses, and the job designs of its staff???? Grace Whelan, Managing Partner of McPherson Charles, welcomed the three solicitors into the meeting room. She outlined the agenda, essentially their thoughts
2. Where would you place each service in a scale that goes from relatively low volume/relatively high variety, to relatively high volume/relatively low variety???? Grace Whelan, Managing Partner of McPherson Charles, welcomed the three solicitors into the meeting room. She outlined the agenda,
1. What are the individual ‘services’ offered by each of the three teams???? Grace Whelan, Managing Partner of McPherson Charles, welcomed the three solicitors into the meeting room. She outlined the agenda, essentially their thoughts and input into the rolling three-year plan. McPherson
5.5 Are job designs appropriate?
5.4 Are process technologies appropriate?
5.3 Are process layouts appropriate?
5.2 Do processes match volume–variety requirements?
5.1 Does the operation understand the importance of how it positions its process resources?
5. Divide this estimate by the number of seasons (in this case, 12) and multiply by the seasonal index to provide a seasonal forecast.Table 4.4 shows the weekly demand for Eurospeed, a Europe-wide parcel delivery company. It measures demand, on a weekly basis, in terms of the number of parcels that
4. Estimate next time period’s (in this case, annual) total demand using one or more of the qualitative or quantitative methods described in this section.Table 4.4 shows the weekly demand for Eurospeed, a Europe-wide parcel delivery company. It measures demand, on a weekly basis, in terms of the
3. Compute seasonal index by dividing average season demand (step 1) over total average demand (step 2). For example, March seasonal index equals 85>110 = 0.77.Table 4.4 shows the weekly demand for Eurospeed, a Europe-wide parcel delivery company. It measures demand, on a weekly basis, in terms
2. Calculate average demand over all ‘seasons’ by dividing total average demand by the number of seasons.For example, if total average annual demand is 1320 and there are 12 seasons (months), average demand equals 1320>12 = 110.Table 4.4 shows the weekly demand for Eurospeed, a Europe-wide
1. Find the average demand for each ‘season’ by summing the demand for that season and dividing by the number of seasons available. For example, if in March we have had sales of 80, 75 and 100 over the last three years, average March demand equals(80 + 75 + 100) / 3 = 85.Table 4.4 shows the
5. Globalisation is very much a ‘mixed blessing’. There is little doubt that it has lifted millions out of poverty, but it has also led to the destruction of traditional cultures in developing countries and many jobs in the developed world. Draw up lists of what you see as the advantages and
4. The Fast and Efficient (FAE) Transport Group is reviewing its fleet maintenance operations:‘Our lease on our current maintenance and repair facilities site will expire in a year, and we need to decide how to operate in the future. Currently, we have the one site with five repair bays. This can
2. A data centre is ‘a facility composed of networked computers and storage that businesses or other organisations use to organise, process, store and disseminate large amounts of data.A business typically relies heavily upon the applications, services and data contained within a data centre,
1. Consider the music business as a supply network. How did music downloads and streaming affect artists’ sales? What implications did electronic music transmission have for record shops?
3. What were the advantages and disadvantages of each location option open to Phanchem, and why do you think it eventually chose to co-locate with AE?
4.6 Where should operations be located?
4.5 How much capacity should operations plan to have?
4.4 What configuration should a supply network have?
4.3 How do operations decide what to do in-house and what to outsource?
4.2 How vertically integrated should the operation’s network be?
4.1 Does the operation understand its place in its supply network?
5. A janitor called Murray Spangler invented the vacuum cleaner in 1907. One year later he sold his patented idea to William Hoover, whose company went on to dominate the market.Now, the Dyson vacuum cleaner has jumped from nothing to a position where it dominates the market. The Dyson product
3. Innovation becomes particularly important at the interface between offerings and the people that use them. Consider two types of website:a) those that are trying to sell something, such as Amazon.com; andb) those primarily concerned with giving information, for example reuters.com or
2. ‘We have to get this new product out fast’, said the Operations Director. ‘Our competitors are close behind us and I believe their products will be almost as good as ours when they launch them.’ She was talking about a new product that the company hoped would establish them as the leader
4. What would you advise Izzy and Oli to do now, and why? ‘Anyone who has been involved with designing and constructing video games will tell you that game development never goes as planned. I sometimes think that it is a miracle that any game gets developed. Technical glitches, bottlenecks in
3. What would you have done differently? ‘Anyone who has been involved with designing and constructing video games will tell you that game development never goes as planned. I sometimes think that it is a miracle that any game gets developed. Technical glitches, bottlenecks in production,
2. List the reasons that could have contributed to the Fierybryde development falling behind schedule. ‘Anyone who has been involved with designing and constructing video games will tell you that game development never goes as planned. I sometimes think that it is a miracle that any game gets
1. Was it a mistake for Widescale to embark on the Fierybryde development? ‘Anyone who has been involved with designing and constructing video games will tell you that game development never goes as planned. I sometimes think that it is a miracle that any game gets developed. Technical glitches,
3.5 Is the development of products and services and of the process that created them simultaneous?
3.4 Are the resources for developing product and service innovation adequate?
3.3 Is the product and service innovation process defined?
3.2 Are the product and service innovation process objectives specified?
3.1 What is the strategic role of product and service innovation?
5. Visit the website of any large cement and aggregate company. How does it present its CSR strategy? What do you think are the difficulties of forming a CSR strategy in this type of company?
4. Xexon7 is a specialist artificial intelligence (AI) development firm that develops algorithms for various online services. As part of its client services it has a small (ten-person) helpdesk call centre to answer client queries. Clients can contact them from anywhere in the world at any time of
3. DSD designs, makes and supplies medical equipment to hospitals and clinics. Its success was based on its research and development culture. Although around 50 per cent of manufacturing was done in-house, its products were relatively highly priced, but customers were willing to pay for its
2. The Managing Partner of The Brandfair Partnership (TBP) describes her business: ‘It is about four years now since we specialised in the small-to-medium firms’ market. Before that we also used to provide brand consultancy services for anyone who walked in the door. So now we have built up our
4. An IKEA executive was reported as saying that in some parts of the world ‘. . . we have reached the point of“peak stuff”’. It was interpreted by some as a warning that consumer appetite for home furnishings had reached a crucial turning point. What are the implications of this for IKEA?
3. How does the strategy of increasing its online presence impact on these trade-offs? For decades, IKEA has been one of the most successful retail operations in the world, with much of its success founded on how it organises its design, supply and retail service operations. With over 400 giant
2. What trade-offs are customers who go to these big stores making? For decades, IKEA has been one of the most successful retail operations in the world, with much of its success founded on how it organises its design, supply and retail service operations. With over 400 giant stores in 49
1. In the traditional IKEA ‘big box’ stores, what is the relative importance of the operational performance objectives(quality, speed, dependability, flexibility, cost), compared to a conventional high-street furniture store? For decades, IKEA has been one of the most successful retail
2.7 Does operations strategy set an improvement path?
2.6 Are the four perspectives of operations strategy reconciled?
2.5 Does operations strategy develop the capability of its resources and processes (inside-out)?
2.4 Does operations strategy learn from operational experience(bottom-up)?
2.3 Does operations strategy align with market requirements(outside-in)?
2.2 Does operations strategy reflect business strategy (top-down)?
2.1 Does the operation have a strategy?
4 How can the innovation of quick-service restaurant (fast-food) offerings be improved from the point of view of environmental sustainability? Visit two or three fast-food outlets and compare their approach to environmentally sensitive designs.
3 Visit the website of the UK’s Design Council ( www.design-council.org.uk ). There you will find examples of innovations in many fields. Look through these examples and find one that you think represents excellence in innovation and one which you don’t like (for example, because it seems
2 Innovation becomes particularly important at the interface between offerings and the people that use them.Consider two types of website:(a) Those which are trying to sell something such as Amazon.com , and(b) Those which are primarily concerned with giving information, for example reuters.com or
1 One product where customers value a very wide range of product types is that of domestic paint. Most people like to express their creativity in the choice of paints and other home decorating products that they use in their homes. Clearly, offering a wide range of paint must have serious cost
4 A company has decided to manufacture was a general-purpose ‘smoothing plane’, a tool which smoothes and shapes wood. Its engineers estimated the time it would take to perform each element in the assembly process. The marketing department also estimated that the likely demand for the new
3 The headquarters of a major creative agency offered a service to all its global subsidiaries that included the preparation of a budget estimate that was submitted to potential clients when making a ‘pitch’ for new work.This service had been offered previously only to a few of the groups
2 ‘ It is a real problem for us, ’ said Angnyeta Larson. ‘ We now have only ten working days between all the expense claims coming from the departmental coordinators and authorising payments on the next month’s payroll. This really is not long enough and we are already having problems
1 Choose a process with which you are familiar. For example, a process at work, registration for a university course, joining a video rental shop service, enrolling at a sports club or gym, registering at a library, obtaining a car parking permit, etc. Map the process that you went through from
6 Security devices are becoming increasingly high-tech. Most offices and similar buildings have simple security devices such as ‘swipe cards’ that admit only authorised people to the premises. Other technologies are becoming more common (although perhaps more in movies than in reality) such as
5 Robot-type technology is starting to play a part in some medical surgical procedures. What would it take before you were willing to subject yourself to a robot doctor?
4 Many universities and colleges around the world are under increasing pressure to reduce the cost per student of their activities. How do you think technology could help operations such as universities to keep their costs down but their quality of education high?
3 Consider a retail bank. It has many services that it could offer through its branch network, using telephonebased call centres, or using an internet-based service. Choose a service (like the bank’s services) that could be delivered in different ways. For example, you could choose education
2 Revisit the example at the beginning this of the chapter that examines some of the principles behind supermarket layout. Then visit a supermarket and observe peoples’ behaviour. You may wish to try and observe which areas they move slowly past and which areas they seem to move past without
4 Tesco.com is one of the world’s largest and most profitable online grocery retailers. At one time, Tesco.com was alone in developing a ‘store-based’ supply network strategy. This means that it used its existing stores to assemble customer orders which were placed online. Tesco staff would
3 Many developing nations are challenging the dominance of more traditional Western locations, notably Silicon Valley, for high-tech research and manufacturing. Two examples are Bangalore in India and Shanghai in China. Make a list of all the factors you would recommend a multi-national corporation
2 Visit the websites of companies that are in the paper manufacturing/pulp production/packaging industries.Assess the extent to which the companies you have investigated are vertically integrated in the paper supply chain that stretches from foresting through to the production of packaging
1 Consider the music business supply network, (a) for the recordings of a well-known popular music artist, and (b) for a less well-known (or even largely unknown) artist struggling to gain recognition. How did music downloads and streaming affect each of these artists’ sales? What implications
5 What were Disney’s main mistakes from the conception of the Paris resort through to 2006?
4 What did Disney not change when it constructed Euro Disney?
3 What aspects of its parks’ design did Disney change when it constructed Euro Disney?
2 Was Disney’s choice of the Paris site a mistake?
1 What markets are the Disney resorts and parks aiming for?
4 Search the internet site of Intel, the best-known microchip manufacturer, and identify what appear to be the main elements in its operations strategy.
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