Premium Essay

Service Operation Management

In: Business and Management

Submitted By Xeneva
Words 16849
Pages 68
Service Operations Management (SOM)
**Some of my notes are taken from previous MSE/STS notes & Google so don’t worry if you can’t find it in your 6P/RR **

PROBLEM 1
Services Producing Industries: * Wholesale and Retail Trade * Transport and Storage * Accommodation and F&B Services * Information and Communications * Finance & Insurance * Business Services * Other services industries

Business Excellence Framework and Awards:

Companies known for service excellence:
E.g. MacDonalds, Ritz Carlton, CPF, NLB, OCBC, SIA

Quality Award (SQA): | Organization’s attainment of world-class standards of performance excellence | People Excellence Award (PEA) | The PE Award recognizes and celebrates organisations whose outstanding people management capability has contributed significantly to business excellence. | Innovation Award (I-Award) | The I-Award recognizes and celebrates organisations whose outstanding innovation capability development approach has contributed significantly to business excellence. | Service Excellence Award | The Service Excellence Award is the highest accolade for service excellence. It recognizes the best of the best with a total approach to developing their service capability to enhance service leadership, service agility, customer delight, and customer experience.Benefits: * Organization will be able to use Service Excellence Award logo on all its materials as marketing tool. (Leveraging on the service excellence logo for marketing purposes) * Consistently delights customers * Delivers unparalleled customer experiences * Creates business value through customer service(E.g.: SMS customers when cars are ready for collection after repairs, providing essential information such as actual cost of repairs) |

Service Operations: An Open Systems View
The open systems view forms a...

Similar Documents

Premium Essay

Service Operations Management

...March 2014 Module: Service Operations Management Tutor: Martin Beckinsale Acknowledgments The author would like to express appreciation to his tutor Martin Beckinsale for valuable, constructive critique and support during writing this report. Special thanks to Xinzhu Hu for her valuable ideas and comments during the writing progress. Besides, the author would like to take this opportunity to thanks George Kokkinidis and Martin Beckinsale’s passionate lectures. In addition, the author would like to thank the Kimberlin Library for the empirical data. I Summary The rapid development of supermarket industry resulted in fierce competitiveness among various companies. Therefore plenty of companies began to realise the significance of service and have launched a variety of innovative service models in order to gain a competitive advantage in the era of service-oriented. This report started from theories of service concept and service operation management and analysed the supply chain and customer order system of Waitrose, a UK supermarket. This report is aimed at building a new and deeper awareness of customers to Waitrose and help its operation management to be more advanced, more completed and more professional. After researching and analysing, the author found that Waitrose owns a mature and profound supply chain of pig meat. However, Waitrose relies too heavily on its own brands. Key Words: Supermarket, Service concept, Service operation management,......

Words: 2300 - Pages: 10

Premium Essay

Service Operations Management

...J. Service Science & Management, 2009, 2: 255-264 doi:10.4236/jssm.2009.24030 Published Online December 2009 (www.SciRP.org/journal/jssm) 255 Service System Decoupling for Mass Customization: A Case Study in Catering Services Jue CHEN1, Yunhong HAO2 1 The tourism school, Zhejiang Gongshang University, Hangzhou, China; 2School of Business Administration, Zhejiang Gongshang University, Hangzhou, China. Email: chenjue8@yahoo.com Received April 17, 2009; revised June 19, 2009; accepted July 28, 2009. ABSTRACT The paper examines the key issues on system decoupling in service operations of mass customization by conducting a case study in catering services. It firstly justifies the effectiveness of applying concept of mass customization into service system decoupling to deal with the operation dilemma and then reveals the nature of decoupling decisions for mass customization purpose after discussions on the importance of modularization and the role of technologies including IT in the decoupling process. Based on these analyses, a Judgment-Matrix-based model on how to make the decoupling decisions in balancing the multiple operation objectives is then proposed and further research directions are finally suggested. Keywords: Mass Customization, System Decoupling, Customer Contact, Modularization 1. Introduction System decoupling is an effective approach to cope with the influences caused by customer contact by dividing the service system into two components:......

Words: 5284 - Pages: 22

Premium Essay

Operations and Supply Management for Goods and Services

...Operations and Supply Management: Goods and Services Similarities and Differences between Goods and Services The similarities between good and services are that goods and services provide value to the customer, and they can both be made to fit what a customer wants or needs. The delivery of both goods and services require a process to get to final delivery, so operations management is a critically important skill for both (Collier, 2007). According to Jacobs, there are five things that differentiate goods from services. They are, first, a service is an intangible process that cannot be weighed or measured, but a good has a physical presence that can be. Second, a service must be delivered via interaction with a customer whereas a product is manufactured somewhere away from the customer. Third, how a service is delivered varies as this is dependent on the customer, the service provider and the situation, but the production of goods has no variability. Fourth, the process of delivering a service is dependent on time and can’t be stored, and fifth, services are evaluated as a package of features that include the facility, goods involved in the process, and explicit and implicit services (Jacobs, pp. 11-12). Collier goes on to name a few more differences, namely the demand for services is more difficult to predict and service management skills are vital to the successful delivery of a service. Operations Management and Production Differences for Goods and......

Words: 1020 - Pages: 5

Premium Essay

Ikea Operation Management

...design are interrelated. The process design means ‘the process by which some functional requirement of people is satisfied through the shaping or configuration of the resources and/or activities that compose a product, or a service, or the transformation process that produces them’. Slack et al., (2010, pp.86) All operation managers are designers of the products and operation management is an activity that manage resource which is devoted for production and delivery of products and services. Additionally (Slack et al, 2008) lecture notes of I G Perera. ‘It is about the way in which organisations produce goods and services.’ The below assignment will show how IKEA’ operations management has made IKEA to one of the most successful furniture retailer in the world. The assignment is divided into three parts. The first part will analyze the elements of IKEA and operation management. The second part will identify the main V’s used by IKEA and design process. The third part will identify how IKEA has met customer needs and will explain how the business objectives of IKEA is met. At the end, recommendations for IKEA will be provided and a conclusion is drawn. Every organization has a part for the operations functions as all organization produce products or services. Research has noted that most important element in IKEA furniture’s is that they are self-assembled. A view of the IKEA furniture is outlined in Why You Love That IKEA Table, Even If It’s Crooked, by Shankar Vedantan (......

Words: 1501 - Pages: 7

Free Essay

Contemporary Business

...USING TEAMS IN PRODUCTION AND OPERATIONS MANAGEMENT CONTEMPORARY BUSINESS MAY 13, 2012 Facts In this case study, I have been asked to research a leading manufacturer or a major retail or restaurant business. Analyze the company’s production and operations management system and evaluate the use of teams in its production and operations management. 1. Describe a major global corporation: (1) a leading manufacturer or (2) a major retail or restaurant business. Describe the type of business, market share, financials, size, and global presence; 2. Describe the company’s production or operations management; 3. Describe and evaluate the company’s use of teams in production and operations management; 4. Analyze and evaluate the company’s ability to adjust to a major economic, environmental, or natural crisis (such as the real estate crash, financial crisis, nuclear meltdown, hurricane, flood, oil spill, etc.) and communicate effectively with their employees and customers about issues caused by the crisis. Analysis Describe a major global corporation: (1) a leading manufacturer or (2) a major retail or restaurant business. Describe the type of business, market share, financials, size, and global presence. In this scenario, I am going to address the above mentioned topic, regarding describing a major global restaurant business. The restaurant business that I am going to discuss is the McDonalds Corporation. McDonalds for the past decade has lead the fast food......

Words: 1363 - Pages: 6

Premium Essay

Hei Case Analysis

...quality and service. As time passed, HEI began supplying more than just radio parts, adding items such as fuses, transformers, computers, and electrical testing equipment. The expansion of the product line had been coupled with an increase in the number and type of customers the company served. Although the traditional repair shops still remained a part of the company's market, technical schools, universities, and well-known corporations in the Silicon Valley were added to the list of customers. Today HEI operates the Palo Alto facility with the same dedication to supplying quality products through catalogue sales that it had when it was first founded. Customer service remains the top priority. HEI stocks and sells over 22,000 different items. Most customers receive their orders within 48 hours, and all components are warranted for a full year. Statement of the Problem: The HEI wanted to expand the business including the Web-based purchasing which the board felt that it is needed to offer on-line purchasing to its customers in order to maintain its competitive position in the market. Objective: This study explored the perceptions about Hightone Electronics, Inc. The study tried to assess the expansion activity of the company. To further discuss the idea of expanding the company to Web-based purchasing in order to maintain the competitive position in the market. To assist the board and the management in understanding that Internet-based operations management is......

Words: 982 - Pages: 4

Free Essay

Marketing

...Evaluating the Strategic Role of Operations Management at Nandos Nandos can be described as a casual dining restaurant, which originated in South Africa with a Mozambique/ Portuguese theme. Nando’s got its name from one of its founders; Fernando who had Nando’s in the later part of his name. The Restaurant chain was founded in 1987 and has grown to operate in over thirty countries in over five continents. (www.nandos.co.uk) Most commonly, Australia, Bangladesh, Canada, India, Malaysia, Mauritius , Pakistan, Singapore, Zimbabwe, the united States of America and The united kingdom in which Nando’s is trying to build a finger licking tradition. They received the highest accolade for excellence ( three stars) in the best companies annual accreditation awards. It is important to high light here that amongst all the large companies which entered for this award , Nando’s was the only one who received the award. (www.nandos.co.uk) Nando’s is specialized in serving chicken and chips , rice or mashed potatoes. They specialize in selling flames peri peri chicken and from a personal point of view I think that they do no only specialize in the selling flamed chicken grills , I think that they have revolutionarised the way in which we eat chicken and chips in the united kingdom. Chicken and chips in the united kingdom can to an extent be considered staple food, but with the establishment of Nando’s in the country , its presentation and serving has been given a total over hall. The name......

Words: 1724 - Pages: 7

Premium Essay

Operations Management

...Operations Management… By D.B.S. Saurabh Marwah(201401017), Dingnan Ouyang(201400084), Boyang Yu(201400104) Students – Asia Pacific International College Literature review 1 Literature review of Operations management Saurabh Marwah, Dingnang, Boyang Asia Pacific International College Research Topic: The impact of total supply chain management on organization performance? Literature review 2 Introduction Operations management is an important part for all the organizations to run themselves successfully or in a professional manner. It refers to decisions and responsibilities of managing the resources dedicated to the production and service delivery. Managers are the people who are responsible managing the resources that make up the operations function. There are other functions also which are not core to the organizations which are for the smooth running of the organizations such as accounting, IT, human resources. Being an operations manager contains a lot of responsibilities and activates in the organization, which contribute to give good service. * Strategic objective: Operations managers must clearly understand the goals of the organization and develop vision in order to achieve them, which also involve translating the goals into implications. * Operations strategy: There are numerous decision-making involved with operations, it is important that operations manager should have a set of guidelines that are connected with......

Words: 1699 - Pages: 7

Premium Essay

Cross Function

...Introduction to Operation Management 1. Define operations management. 
 Operations management is the business function that is responsible for managing and coordinating the resources needed to produce a company’s products and services. Without operations management there would be no products or services to sell. 2. Explain the role of operations management in business. 
 The role of operations management is to transform organizational inputs—human resources, facilities, materials, technology, and information—into a company’s finished goods or services. 3. Describe decisions that operations managers make. 
 Operations management is responsible for a wide range of decisions, ranging from strategic decisions, such as designing the unique features of a product and process, to tactical decisions, such as planning worker schedules. 4. Describe the differences between service and manufacturing operations. 
 Organizations can be divided into manufacturing and service operations, which differ in the tangibility of the product and the degree of customer contact. Manufacturing and service operations have very different operational requirements. 5. Identify major historical developments in operations management. 
 A number of historical milestones have shaped operations management into what it is today. Some of the more significant of these are the Industrial Revolution, scientific management, the human relations movement, management......

Words: 1663 - Pages: 7

Premium Essay

Global Operations Management

...In this discussion I will give a little insight about what global operations management is, give examples of companies that are approaching global operations management, explain why it has become important for companies to become competitive in the global business environment, and what investments and operations management and other countries will affect the way companies in the United States operate. Global operations management is about how multinational companies expand their business on a global scale, how they operate in those countries and what operation strategies are used in order to be successful. There are a few issues that need to be considered when going global which are: Global Sourcing, Global Manufacturing and Global Distribution. An example of a company that is taking the global approach is Netflix. Back in September of 2009, Reed Hastings launched his company in Canada and made hints about continuing and international expansion for 2011. Although he has the means to do so, they will not be as easy as many may think. But it is not all big companies that are taking the global approach. Mary Domenico and Philip Chigos are taking the global approach to building a children's pajama business and having their garments made in China. Technology has made it very easy for these two individuals to make the dream possible. 1. Why has it become so important for companies to become competitive in the global business environment? It is very important for......

Words: 583 - Pages: 3

Premium Essay

Performance Objectives

...Operations performance objectives This first point made in this section is that operations objectives are very broad. Operations management has an impact on the five broad categories of stakeholders in any organisation. Stakeholders is a broad term but is generally used to mean anybody who could have an interest in, or is affected by, the operation. The five groups are: * Customers - These are the most obvious people who will be affected by any business. What the chapter goes on to call the five operations performance objectives apply primarily to this group of people. * Suppliers - Operations can have a major impact on suppliers, both on how they prosper themselves, and on how effective they are at supplying the operation. * Shareholders - Clearly, the better an operation is at producing goods and services, the more likely the whole business is to prosper and shareholders will be one of the major beneficiaries of this. * Employees - Similarly, employees will be generally better off if the company is prosperous; if only because they are more likely to be employed in the future. However operations responsibilities to employees go far beyond this. It includes the general working conditions which are determined by the way the operation has been designed. * Society - Although often having no direct economic connection with the company, individuals and groups in society at large can be impacted by the way its operations managers behave. The most obvious example is......

Words: 1357 - Pages: 6

Premium Essay

Operation, Management

...Operations performance objectives This first point made in this section is that operations objectives are very broad. Operations management has an impact on the five broad categories of stakeholders in any organisation. Stakeholders is a broad term but is generally used to mean anybody who could have an interest in, or is affected by, the operation. The five groups are: * Customers - These are the most obvious people who will be affected by any business. What the chapter goes on to call the five operations performance objectives apply primarily to this group of people. * Suppliers - Operations can have a major impact on suppliers, both on how they prosper themselves, and on how effective they are at supplying the operation. * Shareholders - Clearly, the better an operation is at producing goods and services, the more likely the whole business is to prosper and shareholders will be one of the major beneficiaries of this. * Employees - Similarly, employees will be generally better off if the company is prosperous; if only because they are more likely to be employed in the future. However operations responsibilities to employees go far beyond this. It includes the general working conditions which are determined by the way the operation has been designed. * Society - Although often having no direct economic connection with the company, individuals and groups in society at large can be impacted by the way its operations managers behave. The most obvious......

Words: 1318 - Pages: 6

Premium Essay

Term Paper

...and operations, but the interrelationship between this function and other functions of the organization such marketing, finance and human resources. As a company grows, no one person can do everything. There are different areas of activity that take different styles or knowledge. Production and operations will not be complete without successful mobilization and application of financial resources towards the production activity. At the same time, organizations must also ensure that the output of production is conveyed successfully to the target customer through effective marketing. Finance ties all departments together with monetary measurements that tell whether the organization is making money. They also regulate the acquisition of funds to keep the business going on, and investing money received wisely. Sales and Marketing are usually lumped together into a group that focuses on maintaining and attracting customers to the company's products and services. Other functional areas that might interface with production and operations to make the organization successful include the following sections: Research and Development, Transportation, Information Services, Security, Medical, Government Relations and Training. QUESTION TWO: a) Operations strategy Operations strategy is the development of a long-term plan for using the major resources of the firm for a high degree of compatibility between these resources and the firm’s long term corporate strategy. Operations......

Words: 1414 - Pages: 6

Premium Essay

Executive Summary

...Executive Summary I’ve selected food services and cars for a suitable process and product design approaches. In order to manage services and deliver on-site services, there are three types of contrasting approaches which include product line approach, self-service approach, and the personal attention approach. Cars are a way of life these days without them our way of life cannot exist. The main focal point in this industry is the result. A car company must produce a quality product that fits the end-user's taste. The three main line item approaches I will discuss will be the job process, batch production, and assembly line. All are a part of the manufacturing of cars. Process Design Matrix Self-service Approach The self-service approach is more consumers driven. The efficiency of this service process can be enhanced E-tickets, Automatic teller machines, company websites which these are just some of the approaches that shift the burden to the consumer (Larson & Gray, 2006). This design approach will also be supportive of the food company, in terms of offering good quality of products to the customers as well as reducing time of service delivery (Chase, 2006). For the reason, due to self-service approach the company will be able to focus on the delivery of effective and efficient services in a less period. Product Line Approach The main focus of this approach is on the efficient production of results or services. In this approach, the company......

Words: 692 - Pages: 3

Premium Essay

Educational Organisation Operations Manager's Role

...campuses mainly Sultan Abdul Jalil Shah and Sultan Azlan Shah Campus. It aims to be a prestigious university providing exceptional leadership in education, based on the advantage of broad experience and high level of competency in meeting global changes. UPSI is committed to making a difference in education through teaching, research, publication, consultancy and community services to achieve the vision of the nation. The name of UPSI reflects the symbol of excellence because this is the only university that specialises in teacher training and education programmes of study in the first degree as well as post degree levels. In its early establishment, there were only four (4) faculties which offered ten programmes of Diploma and Bachelor study. The faculties were the Faculty of Languages, Faculty of Social Sciences and Art, Faculty of Science and Technology and Faculty of Cognitive Science and Humanities. Today, a total of nine (9) faculties has been established namely the Faculty of Education and Human Development (FPPM), Faculty of Science and Mathematics (FSMT), Faculty of Management and Economics (FPE), Faculty of Sports Science and Coaching (FSSK), Faculty of Music and Performing Arts (FSMP), Faculty of Languages...

Words: 1213 - Pages: 5