Service Operations Management A Strategic Perspective 1st Edition John McManus Mats Winroth Jannis Angelis - Solutions

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Assume that you are the event company and send out an RFT for aspects of the event. What parts of the event will be put out to tender? What are the risks?
Discuss the limitations of the tendering process for the following events:(a) International forum on the environment(b) A ticketed rock concert(c) A fundraising dinner(d) The launch of a new integrated property development
Choose a major international conference and develop an outline for an RFT.
Analyse the tendering in terms of cost/ benefit analysis. What are the costs for the event company and the client? List the benefits.
What type of events favour the tendering process and why?
Interview the local organisations and companies such as the hospitals, road and transport office and taxation office and compile a list of their events. Compare the different organisations with their types of events and their management style.
Research the other government and semi- government event agencies around the world – such as Singapore, Beijing, Cape Town, Abu Dhabi and Wales. Discuss if there is a maturity model for these agencies.
Describe the proactive role of Tourism Victoria in the case study. Discuss why they needed to be proactive. Compare this to the other event agencies.
Discover the equivalent of the events unit in the local regional authority. Compare their tasks with the tasks listed in this chapter.
Develop a classification of events used by a global corporation such as Red Bull, Asian Development Bank or IBM. Discuss which events they would support.
Using the event strategies and event support programmes published on the Internet, list and compare the event classification systems. Look for the characteristics used to create the event classification.
Undertake an events development situation analysis for your organisation, such as a University or your local region. Create a stakeholder meeting with each person representing a different organisation with an interest in event development. Who would oppose development? What would the time frame be
Research the mega events in cities around the world and find out whether the event industry benefitted.
Two development concepts with opposite views were introduced in this chapter:• Decentralisation or centralisation.• Incremental distributed growth or sudden growth.Are they similar? Look at the short- a nd l ong- term risks in all four positions. Is there an analogy to ecosystems?
There are two views on developing the event industry. One is to bring in the mega event and by focusing the country’s resources on one major event, the industry can quickly grow. The other view is to support numerous local events so they grow. Discuss the pros and cons of each approach.
This section should describe the risks and possible future problems to the development of the events.
List of tasks that need to be completed and completion dates to enable the strategy to progress.
Identify measurable aspects of the strategy that can be used to monitor the success or oth- erwise of the events.
List of the events and programme developments, such as expansion or consolidation that will occur.
What events worked well, and what events did not succeed and why?
What are the developments in the region that will affect events - e.g. universities, new busi- nesses, new roads, airport development and housing developments?
Overview the suppliers: audio-visual, catering, wedding planners, conference and exhibition companies.
Overview the event management companies.
Overview the infrastructure: roads, airport.
Overview the venues (do not forget that an event venue can be an open field, beach or a park). What time of the year you would like to attract more tourists?
What is the main target market for your events?
What are the objectives? (You can use the national objectives and apply them to your region.)
An analogy with the events sector is restaurants. Is it better for a city to have a few mega restaurants or a diversity of restaurants? The successful restaurants often start small and grow. This is not due to government subsidy but their ability to attract a clientele. The diversity allows many
Examine your country in events development and compare this to the table above. Where should the country be? What are the gaps? How do you close those gaps through interventions? Is it best to let the industry evolve without any intervention?
Security: (a) Is there a competitive tender system (linked to procurement) for security? (b) Terrorism: is there a process for prevention and response to terrorist attacks including: hostile vehicle, active armed shooter, IED and chemical? (c) Is there a layered security model for the festival and
Are tabletop exercises/scenarios used to identify roles during emergencies and major incidents?
Is there a process for capturing opportunities that arise from risks?
Is there a formal standard onsite hazard identification process (including unattended items such as "HOT")?
Are there standards or codes for: temporary structures, rides, food/water, rigging, machinery and event features (such as fireworks, lasers and drones...)?
Is there training for onsite staff and volunteers for risk decisions made during the event itself (i.e. situational awareness, local optimisation)?
Are the ISO (European) or ANSI (USA) standards used for all events?
Is there a central database or website for event risk?
Is there an association for events or event management?
Is there training in event risk management? - professional development/university courses
Is there a standard for:(a) An event emergency plan(b) A crisis communication plan(c) An evacuation/ invacuation plan(d) health and medical plan
Is there a standard process for the management of risk that is understood by all the events and event departments?
3. To what extent is Rolex dependent on its reputation to uphold its market position?
2. What constitutes continuous improvement, and how might this be applied to Rolex's service operations?
1. How might knowledge transfer be applied in the wider context of Rolex's operations?
3. How is the organization achieving success? What are the success factors?
2. Where is the organization heading? What is regarded as success?
1. What are the conditions for the organization? What is the current state?
1. How does a very fast changing environment influence the improvement measure types used?
1. How can lead users be used to strengthen the organization's attempts to improve a service.
1. Of the DECIDE steps, which would be most challenging for services. delivered to several countries?
2. What are the benefits and risks of having the same people participating in all PDCA steps for a particular service?
1. How can customers/users be involved in each PDCA cycle steps?
4. How standardized should the operations of the DM-DDS be, and how could staff ability to operate it be ensured?
3. Are there any functions that should be automated to save time or simplify operator tasks?
2. How should the information ideally be presented for practical use?
1. What information should the DM-DSS provide to be helpful for the disaster managers?
2. What are the key decisions in selecting a DSS?
1. For what type of service would a cloud based ES solution be a particularly poor choice?
3. How important is it for Hertz to know the total cost of ownership of its rental car operations?
2. Why might procurement partnerships prove difficult for Hertz?
1. Discuss the scope of procurement management within the Hertz Corporation.
2. What are the risks associated with TCO?
1. Consider the main elements of TCO; how might these be affected by differing costs?
2. Outline a working model for supplier relationship management.
1. Why is supplier relationship management important?
2. What constitutes a service level agreement?
1. Can you think of any situation where a contract would not be required?
3. What constitutes an effective negotiation strategy and why?
2. Within the public sector, what types of services are outsourced?
1. What criteria influences public sector procurement?
2. What benefits result from alliances and consortiums?
1. What do you think the major benefits of eprocurement are?
2. What are the differences between direct and indirect procurement methods?
1. What issues arise from inappropriate procurement methods?
- Understand the total cost of ownership
- Explain the process of contract management Understanding the context of supplier relationships
-Understand what is involved in supplier selection
-Understand what is meant by eprocurement
- Differentiate between single and multiple suppliers
Identify key practices in procurement Understand the difference between direct and indirect procurement
Understand the concept of procurement management
Discuss the scope of procurement management
2. Which KPIs could be relevant to the four situations?
1. Discuss how the four customer situations could have been dealt with in a better way to avoid dissatisfaction and poor quality.
3. What benefits have DHL derived from the use of inventory management techniques such as JIT?
2. How does DHL Supply Chain division support its customers?
1. How has technology helped DHL to become one of the most efficient and innovative logistics companies in the world?
2. What advantage is there in using ABC analysis?
1. Explain what is meant by KPIs and show how they are used to measure inventory performance.
4. What is the maximum cost of capital our business can accept?
3. What else could we do to finance our inventory obligations? For example, arbitrage strategies between suppliers.
2. Where is the cash coming from to finance inventory, from retained earnings or from bank loans, etc?
1. What are the medium to long term sales forecasts?
2. Why is managing independent demand a challenge within service industries?
1. What is the difference between dependent and independent inventory systems?
2. What actions can managers take to improve inventory turnover and cost?
1. Why is managing inventory in a service industry sometimes difficult to achieve?
2. In a service context, what are the advantages and disadvantages of ecommerce systems?
1. Explain the link between ERS and ecommerce and say how each relates to logistics management.
- Explain trends in inventory management

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Service Operations Management A Strategic Perspective 1st Edition John McManus Mats Winroth Jannis Angelis - Solutions

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