Answer ALL scenario based Questions (4 x 5 marks = 20 marks) 1. The FedEx Company supports its global network, the company has 51 customer service call centers, whose service goal is to answer 90% of calls within 20 seconds. With million daily calls, FedEx makes extensive use of forecasting models for the number of calls, average handling time, and staffing decisions and to ensure the highest customer satisfaction. Question: Being an Operational Manager, guide with reasons for the company to use appropriate forecasting models. 2. A difference in attitude between a TQM and a non-TQM company has become almost a legend among TQM supporters. An IBM, Canada ordered a batch of components from a Japanese manufacturer and specified that the batch should have an acceptable quality level (AQL) of three defective parts per thousand. Japanese firm believed it is very difficult for them to make defective parts. Question: How do you see the essence of TOM? 3. A Company is deciding between two locations, Dubai & Berlin. At the micro-level, the company has a list of six criteria with preferences that are the suitability of building, access to the site, the supply of skills, attractiveness of the buildings, attractiveness of the area, and the potential for expansion. However, the company is not identified as the key success factor for both these locations. Question: Being a company's senior management, advice the company to consider the key success factors in Dubai and Berlin before making their decision. 4. A hotel chain has decided to change its supplier of cleaning supplies because its current supplier has become unreliable in its delivery performance. Question: Being a manager, develop a set of criteria that could use to evaluate the supplier. Suggest ways to improve the developing suppliers' capabilities in this context. End of Assessment