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business
service management operations strategy
Service Operations Management A Strategic Perspective 1st Edition John McManus Mats Winroth Jannis Angelis - Solutions
Become familiar with and able to correctly differentiate inventory processes
- Explain the similarities and differences between inventory models
- Identify the sources of value in a service supply relationship
- Identify the inputs, outputs and constraints in the logistical process
Understand the different processes involved in logistics
Describe what logistics management is and how logistics management techniques are applied in a service context
- Identify the sources of value in a service supply relationship
Describe the different supply chain methodologies and their role in business
3. How does BA's approach to performance measurement assist the organization in meeting its objectives?
2. What are the specific challenges facing BA in determining its operations capacity?
1. What methods of forecasting would be most helpful in planning for demand? How accurate are they likely to be?
3. What likely issues would result from not having SLAS?
2. What are the advantages of undertaking performance measurement?
1. What is meant by performance measurement?
3. What does occupancy percentage tell the owner of a hotel?
2. What are the goals of yield management?
1. In your own words, explain the concept of yield management.
3. What are the advantages and disadvantages of forecasting tools?
2. In your own words, explain the life cycle curve.
1. In your own words explain why planning for demand is important.
How much data is available (techniques vary in the amount of data they require).
Is there a minimum tolerance level of errors?
Is it for short run or long run purposes?
How complicated are the relationships that are being forecasted?
What is the cost associated with developing the forecasting model, compared with potential gains resulting from its use?
- Analyse different performance measurement techniques; and how these techniques are applied in service management
- Explain yield management and how it is applied in a service context
- Conduct forecasting using time series and trend analysis
- Describe methods of forecasting demand and their application
- Explain what is meant by demand planning and what constrains demand planning
- Conduct capacity planning using data analysis
Describe what is meant by capacity management and how it is applied in a service context
3. What can go wrong in horizontal networking?
2. Which are the most important factors in inter-organizational collaborations?
1. Discuss the advantages and possible risks of creating horizontal networks.
2. What are the defining characteristics that determine company-wide performance measurement systems?
1. How can measurement systems be problematic, and in what way can the use of objectives be considered as bad management?
Should any business areas be completely shut down or sold to other actors?
If the company intends to grow, should that be done through organic growth or by acquiring other companies?
Which business areas and geographical regions should be strategically supported?
3. How would you describe the business benefits of B2B commerce?
2. What role does technology play in their implementation?
1. What risks are there when implementing B2B models?
2. Identify five strengths and five weaknesses of CRM programmes.
1. What is the purpose of CRM and how do organizations benefit from its introduction?
Is it time to remind the customer to replenish their supply?
What was the last order like?
When the customer was visited the last time?
Has a sales person called the customer back?
Did the customer get reply, such as a quotation, on time?
Know the essentials of some well known organizational development paradigms
Describe organizational development through internal and external assessment
- Account for how strategic performance can be measured and improved
- Describe customer-provider relationships and how they can be managed -
2. What would be a suitable way to identify and assess customer empathy, for instance, for a cruise ship holiday to the Arctic? Does this change depending on the type of customer/s on the ship?
1. Why does Brand Manual focus on the customer experience to improve the brand value?
2. How can customer preferences impact on choice of service type for a given service?
1. Can and should the same service be offered through different service types?
4. What problems may arise in providing such value distribution?
3. How should users in a co-creating service situation be fairly compensated?
2. What are alternative approaches to capturing their preferences?
1. What are the risks of designing a service based on customers' stated preferences?
3. GE must ensure that its mission and vision are always relevant to current industry situations and market dynamics to maintain its position as one of the largest conglomerates in the world. How will it achieve this?
2. What part will GE Capital play in GE's future operations?
1. How will GE achieve and maintain being a force in the digital age?
What are your plans to leapfrog them?
How might they attack you in the future?
In the same period, what have you done to them?
In the last three years, what have your competitors done?
What does your global competitive environment look like?
1. How successful is performance measurement as a means of assessing profitable growth?
8. Which lessons are learned from the monitoring and evaluation and could be applied in future efforts?
7. Are the goals considered adequate?
6. Should anything be changed regarding priorities?
5. Are the defined goals and objectives adequate and realistic?
4. Are the resources allocated for implementing the plan adequate in terms of personnel, financial resources, equipment, and so on?
3. Is it feasible to complete if deadlines are pushed?
2. Is it likely that the goals will be achieved? Why or why not?
1. Were the goals and targets met? (Reward if the answer is yes and follow up with the following set of questions if not.)
1. Outline the fundamental differences between outside-in and inside-out thinking about strategic management, and their influence on strategy.
- Describe how strategic benchmarks can be established
Review strategic success and strategic failure
- Describe how to carry out strategic and governance reviews Know how existing strategy can be monitored and revised Account for monitoring and reviewing strategic performance and resource objectives
- Explain the concept of strategic consensus
- Describe how strategy and risk are connected
-Understand necessary resources
- Carry out proper contingency planning
-Use models for strategy implementation
- Describe how strategies, especially operations strategies, can be imple- mented in the organization and how they can be accepted by people
3. How important is relationship management to Barclays' future strategy?
2. To what extent has technology played a part in sustaining Barclays' competitive position?
1. How do Barclays' values and behaviours help reinforce the customer experience?
1. Study the NIBE Group company website https://www.nibe.com/ governance.html and identify the key to success for NIBE. Does it carry out its operations differently, or is there something else that is the secret recipe? How does the company include service in its offering?
2. What are the main elements of business level strategy?
1. Explain the key difference between strategic planning and tactical planning.
1. Discuss the dangers of mismatch between corporate image and corporate identity. What strategies are possible for closing this difference gap?
-Know how to develop a solid operations strategy
-Understand the concept of operations strategy
- Describe the different levels of strategy
Describe the link between operations management and strategy and the difference in time perspective
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