16 Jan Evaluate the processes

BUS430 Operations Management

Week 1 Discussion

Customer Service

Please respond to the following:

From the Zappos video, analyze the role that customer service plays in business and determine the service management skills at Zappos. Evaluate the different way(s) that Zappos creates a superior customer service experience. Evaluate how OM activities impact the management of goods and services that Zappos provides.

BUS430 Operations Management

Week 2 Discussion

Operations Strategy

Please respond to the following:

Choose two service companies with which you are familiar, such as Facebook, Amazon, and UPS. Apply Hill’s Strategy Development Framework to them.

For each company you chose, compare and contrast each sector of the framework and determine which key area(s) provide(s) a competitive advantage. Provide at least two examples to support your position.

Note: Refer to Chapter 3 of the text for information on Hill’s Strategy Development Framework.

BUS430 Operations Management

Week 3 Discussion

Service Positioning versus Product Process

Please respond to the following:

Examine the roles of Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) in business. Determine how each system can play a critical role in managing value chains.

How does LaRosa’s Pizzeria use this technology in order to improve the supply chain and value chain operations? Determine the ways this technology has helped to deliver quality to the customer. Assess the challenges that LaRosa’s Pizzeria might face when trying to implement these types of technologies.

BUS430 Operations Management

Week 4 Discussion

Push and Pull Decisions

Please respond to the following:

Examine your own organization, or the organization of your choice. How is your organization structured (push or pull)? Justify your response.

BUS430 Operations Management

Week 5 Discussion

Fast Food Franchise

Please respond to the following:

Choose two fast food franchises and examine their facility layouts. Compare and discuss the differences in their layouts.

Evaluate how each of the layouts enhance or hinder productivity and the customer experience. Support your answer.

BUS430 Operations Management

Week 6 Discussion

Bank USA” Please respond to the following:

From the case study, determine the challenges faced by the Help Desk at Bank USA and suggest strategies to mitigate them.

Using the data on call volume in the case, select a forecasting model to forecast the short-term demand. Justify why this model was selected over other forecasting models. Support your position.

BUS430 Operations Management

Week 7 Discussion

“Resource Management” Please respond to the following:

Select a goods-producing organization and a service-providing organization of your choice. Suggest ways each organization can make aggregate planning decisions using the variables described in Exhibit 13.3 in the textbook.

Compare and contrast the operational and managerial impacts of the aggregate planning decisions in terms of customer satisfaction.

BUS430 Operations Management

Week 8 Discussion

“Evaluate an Experience” Please respond to the following:

Analyze the importance of production planning and scheduling within an organization. Evaluate a bad experience you have had with an appointment from the perspectives of the customer (you) and the organization with regard to inefficient planning and scheduling.

Analyze the experience you provided from a process perspective. Suggest ways the schedules could have been designed to be more efficient and effective.

BUS430 Operations Management

Week 9 Discussion

“Cost of Quality” Please respond to the following:

Select two fast food restaurants and evaluate them in terms of service quality. Suggest ways to improve the service quality.

Evaluate the two fast-food restaurants in terms of the “Seven QC tools” discussed in Chapter 15. Determine the top three QC tools that tend to be most valuable to business owners. Explain your rationale.

Lastly, respond to at least one (1) post of your peers.

BUS430 Operations Management

Week 10 Discussion

“Lean Operating Systems” Please respond to the following:

Compare and contrast the lean service system found within Southwest Airlines to a full-service airline such as United Airlines, British Airways, and other large carriers in terms of cabin service, boarding process, baggage handling, and service encounters.

Recommend ways for the airline carriers to improve their lean operation systems in terms of speed and quality while reducing waste and costs. Explain your rationale.

Lastly, respond to at least one (1) post of your peers.

BUS430 Operations Management

Week 11 Discussion

“The Value Chain Concept” Please respond to the following:

Describe a customer experience you have personally encountered where the goods or service or both were unsatisfactory (such as defective products, mistakes, poor service, and so on).

Suggest ways for the organization to improve its goods / service. Determine the element(s) of operations management that must be reevaluated.

Lastly, respond to at least one (1) post of your peers.

BUS430 Operations Management

Quiz 1

Question 1 Which of the following is the correct sequence describing the evolution of operations management?

Question 2 A customer benefit package (CBP) includes

Question 3 Service organizations generally

Question 4 Which one of the following has the highest goods content?

Question 5 Which one of the following has the lowest goods content?

Question 6 From the pre- and post-service view of a value chain, goods and services design, contract negotiation and consulting services would be considered

Question 7 Outsourcing is

Question 8 Operational structure of the value chain deals with

Question 9 ____ is the process of managing information, services and physical goods to insure their availability at the right place, at the right time, at the right cost and at the right quantity, with the highest attention given to quality.

Question 10 From the pre- and post-service view, transportation service, training service and consulting and technical services would be considered

BUS430 Operations Management

Quiz 2

Question 1 Of the four models of organizational performance, which two focus on the “big picture” of organizational performance rather than on operational-level framework?

Question 2 Which of the following is not a key dimension of service quality?

Question 3 At a basic level, quality should be measured in three areas. Which of the following is not one of those areas?

Question 4 Which of the following would be an example of an innovation and learning performance measure?

Question 5 Value chain measures would generally be less valuable to

Question 6 Families of goods or services having similar characteristics or methods of creation are called

Question 7 Requirements that are expected in a good or service are called

Question 8 Goods and service features that differentiate one customer benefit package from another are called

Question 9 With regard to the three types of attributes customers use in evaluating the quality of goods and services, a vacation would best be classified as high in

Question 10 With regard to the three types of customer attributes in evaluating the quality of goods and services, those associated with the features of a new laptop computer such as processor speed and hard disk capacity would best be classified as

BUS430 Operations Management

Quiz 3

Question 1 _______ involves computer control of a manufacturing process, such as determining tool movements and cutting speeds.

Question 2 Which of the following is not a major characteristic of a customer relationship management system (CRM)?

Question 3 ____ consist of two or more computer-controlled machines or robots linked by automated handling devices such as transfer machines, conveyors and transport systems.

Question 4 Which of the following enables engineers to design, analyze, test, simulate, and “manufacture” products before they physically exist?

Question 5 Enterprise Resource Planning Systems (ERP)

BUS430 Operations Management

Quiz 4

Question 1 The final step in using the House of Quality involves identifying those technical features that meet any of the following criteria except

Question 2 Regarding the first House of Quality, the interrelationship between any pair of technical features is found in

Question 3 The fundamental planning tool used to implement Quality Function Deployment is the

Question 4 Which of the following is not one of the six customer attributes that impact the design and configuration of a customer benefit package?

Question 5 Quality Function Deployment (QFD) starts with

Question 6 A process map (flowchart)

Question 7 Which of the following is least related to Value Stream Mapping?

Question 8 Which of the following is not a common process design improvement strategy?

Question 9 Which is the correct order of hierarchy?

Question 10 During which phase of a product’s life cycle does low unit cost become a top competitive priority?

BUS430 Operations Management

Quiz 5

Question 1 A(n) ____ seeks to balance capacity and demand, might use only a few large distribution centers, and minimize costs of routing products from factories to retail stores and customers.

Question 2 The Supply Chain Operations Reference (SCOR) Model function that entails procuring goods and services to meet planned or actual demand is called ____.

Question 3 A(n) ____ produces only what is needed at upstream stages in the supply chain in response to customer demand signals.

Question 4 Which one of the following is not directly related to a supply chain?

Question 5 The Supply Chain Operations Reference (SCOR) Model function that entails all order management activities from processing customer orders to routing shipments, managing goods at distribution centers and invoicing the customer is called ____.

Question 6 The typical layout of facilities in a hospital would be an example of a ____ layout.

Question 7 A ____ layout is an arrangement based on the sequence of operations that are performed during the manufacturing of a good or the delivery of a service.

Question 8 A ____ layout consists of a functional grouping of equipment or activities that do similar work.

Question 9 A ____ layout is an arrangement based on self-contained groups of equipment needed to produce a particular set of goods or services.

Question 10 Which type of layout is best for high volumes of demand with few if any setups/changeovers?

BUS430 Operations Management

Quiz 8

Question 1 Scheduling refers to specifying

Question 2 Triage by nurses in an emergency room would be an example of

Question 3 Staff scheduling needs all of the following except

Question 4 The time needed to process a given set of jobs is called

Question 5 The numerical difference between the completion time and the due date is called

BUS430 Operations Management

Quiz 9

Question 1 Machine down time and downgrading costs are examples of which type of quality cost?

Question 2 Six Sigma efforts have use all of the following concepts and methods except

Question 3 Cause-and-effect diagrams would help most in which phase of the DMAIC problem-solving approach?

Question 4 All of the following are components of the GAP model except

Question 5 In applying Six Sigma to services, the four key measures of performance include all of the following except

Question 6 Testing whether a computer boots up the first time is an example of

Question 7 If no special causes affect the output of a process, we say that the process is ____; when special causes are present, the process is said to be ____.

Question 8 Which of the following is most closely related to Statistical Process Control (SPC)?

Question 9 Common cause variation is

Question 10 Quality at the source means that quality is controlled by

BUS430 Operations Management

Quiz 10

Question 1In which stage in the project life cycle would critical path calculations be performed?

Question 2 Which step in the project management process would involve developing alternative plans in anticipation of problems that might arise?

Question 3 Which of the following is not a stage in the project life cycle?

Question 4 Which of the following is not an assumption of the critical path method?

Question 5 Which step in the project management process would involve determining time estimates for activities?

Question 6 In the 5Ss, items identified as unnecessary and thus removed from a workplace would be included with which S?

Question 7 Total Production Maintenance (TPM)

Question 8 Total productive maintenance (TPM) seeks to do all of the following except ____.

Question 9 Quick setup or changeover of tooling and fixtures is associated with ____.

Question 10 Which of the following is not one of the 5Ss?

BUS430 Operations Management

Assignment 1: Quick Trip Case Study

Complete an analysis of the QuickTrip. Assess the organizational layout, performance metrics, and the technology that is used to measure performance and connect with consumers.

The QuickTrip Case Study is available in the course shell. It is also available at the following link: http://supplychainresearch.com/images/quik_trip.pdf

Write a six to seven (6-7) page paper in which you:

Evaluate QuickTrip operations strategy and explain how the organization seeks to gain a competitive advantage in terms of sustainability.

Analyze how operation management activities affect the customer experience. Select two (2) operation management challenges and provide the solutions for confronting them.

Examine QuickTrip value chain and evaluate its effectiveness to operations in terms of quality, value creation, and customer satisfaction.

Determine the different types of performance measurements that can be used to measure QuickTrip service-delivery system design. Select at least two (2) types that can be applied and provide justifications for the selection.

Examine the different types of technologies applied to QuickTrip service operations and evaluate how the technologies strengthen the value chain.

Use at least two (2) quality resources in this assignment that do not include the initial case study. Note: Wikipedia and similar websites do not qualify as quality resources.

Your assignment must follow these formatting requirements:

Be typed, double spaced, using Times New Roman font (size 12), with one-inch margins on all sides; citations and references must follow Strayer Writing Standards (SWS). Check with your professor for any additional instructions.

Include a cover page containing the title of the assignment, the student’s name, the professor’s name, the course title, and the date. The cover page and the reference page are not included in the required assignment page length.

The specific course learning outcomes associated with this assignment are:

Apply the concept of operations management.

Compare and contrast the difference between a supply chain and a value chain.

Analyze the types of measures used for decision making.

Analyze the five key competitive priorities and their relationship to operations strategy.

Analyze different types of technology and their roles in manufacturing and service operations.

Use technology and information resources to research issues in operations management.

Write clearly and concisely about operations management using proper writing mechanics.

BUS430 Operations Management

Assignment 2 Inventory Management

Research two (2) manufacturing or two (2) service companies that manage inventory and complete this assignment.

Write a five to seven (5-7) page paper in which you:

Determine the types of inventories these companies currently manage and describe their essential inventory characteristics.

Analyze how each of their goods and service design concepts are integrated.

Evaluate the role their inventory plays in the company’s performance, operational efficiency, and customer satisfaction.

Compare and contrast the four (4) different types of layouts found with each company; explain the importance of the layouts to the company’s manufacturing or service operations.

Determine at least two (2) metrics to evaluate supply chain performance of the companies; suggest improvements to the design and operations of their supply chains based on those metrics.

Suggest ways to improve the inventory management for each of the companies without affecting operations and the customer benefit package. Provide a rationale to support the suggestion.

Use at least three (3) quality resources in this assignment. Note: Wikipedia and similar Websites do not qualify as quality resources.

Your assignment must follow these formatting requirements:

This course requires use of Strayer Writing Standards (SWS). The format may be different than other Strayer University courses. Please take a moment to review the SWS documentation for details (more information and an example is included in the Strayer Writing Standards left menu link).

Include a cover page containing the title of the assignment, the student’s name, the professor’s name, the course title, and the date. The cover page and the reference page are not included in the required assignment page length.

The specific course learning outcomes associated with this assignment are:

Evaluate the processes used in designing and producing goods and services.

Determine four layout patterns and when they should be used.

Utilize the concept of supply chain management.

Employ the concept of capacity management.

Evaluate the management of inventories and resources.

Use technology and information resources to research issues in operations management.

Write clearly and concisely about operations management using proper writing mechanics.