Service Operations Management - 5277 Words

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†¦show more content†¦According to the customer contact approach proposed by Chase and Tansik [1,6,7], customer contact activities should be decoupled from non-contact activities to do justice to their different design requirements and maximize the efficiency of the service delivery system. Consequently, service organizations consist of a front stage and a back stage. In the back office customer contact is passive or nonexistent, service processes may be designed with manufacturing-like principles in mind [6]. The process may take advantage of standardization and automation to enhance the efficiency and effectiveness of operations. While in the front stage customer contact is high and active, it brings about unavoidable inefficiencies, and the human relation skills become a dominant factor in designing the process [6]. Study [8] adds that moving some of the back-stage functions from developed areas (or even countries) to underdeveloped regions may increase greatly efficiency because of the reduction in labor costs and taxation. 2.2.2 Decoupling for Speed, Quality and Sales Opportunities However, back-stage tasks need not only be viewed as tasks whereShow MoreRelatedService Operations Management And Its Impact On Products And Services2222 Words   |  9 PagesIn the business world, many service operations management differ from manufacturing operations management in a number of ways. However, there are also some similarities that both share in various aspects of operations management. This essay illustrates and examines the differences and similarities in both types of operations through the use of relevant theories, case studies as well as real life experiences. It is structured in such a way that starts with the design, followed by the stra tegy andRead MoreOperations Service Management - a Study of Medi-Call Call Centres2700 Words   |  11 PagesMedi – Call Personal Alarms Systems LTD call centre and how the management implement certain capacity strategies in order to distribute call times whether it be an emergency, technical or a reassurance call from the customer. This is viewed over a twelve-hour shift and highlights the problems where the call centre is over capacity or under capacity. The case study looks at the problems with the current operations and service management within Medi–Call call centres. Within this report the main problemsRead MoreServices Operations Management8601 Words   |  35 PagesPROJECT REPORT ON SERVICES OPERATIONS MANAGEMENT special reference to BPO SECTOR by Gaurav Tyagi 10DM-189 Gaurav Singh 10IB-029 Neha Sinha 10DM-093 Neha Kaushik 10DM-092 Harsh Shah 10IB-030 Keshav Shenoy 10HR-019 2010-2012 Under the guidance of Prof. Kunal Ganguly INSTITUTE OF MANAGEMENT TECHNOLOGY INTRODUCTION Manufacturing, service and agriculture are the major economic activities in any country. In India, manufacturing and services together constituteRead MoreServices Operations Management8615 Words   |  35 PagesA PROJECT REPORT ON SERVICES OPERATIONS MANAGEMENT special reference to BPO SECTOR by Gaurav Tyagi 10DM-189 Gaurav Singh 10IB-029 Neha Sinha 10DM-093 Neha Kaushik 10DM-092 Harsh Shah 10IB-030 Keshav Shenoy 10HR-019 2010-2012 Under the guidance of Prof. Kunal Ganguly INSTITUTE OF MANAGEMENT TECHNOLOGY INTRODUCTION Manufacturing, service and agriculture are the major economic activities in any country. In India, manufacturing and services together constitute nearlyRead MoreQuocirca Insight Report: Operations Management in UK Financial Services2617 Words   |  11 PagesQUOCIRCA INSIGHT REPORT November 2007 Contacts: Sharon Crawford Quocirca Ltd Tel +44 7989 243830 sharon/crawford@quocirca.com Operations Management in UK Financial Services How effectively is technology being applied to help to monitor and improve operations performance? The extremely competitive nature of the financial services industry today and the changing landscape of customer expectations and their approach to investing in financial products, puts an onus on suppliers to considerRead MoreService Operations Management: Cathay Pacific Airways Case Study2538 Words   |  10 Pagesï » ¿Running Head: Service Operations Management Service Operations Management Cathay Pacific Airways Aesthetics Introduction Cathay Pacific is an international airline registered and based in Hong Kong, offering scheduled passenger and cargo services to 141 destinations in 39 countries and territories. As Hong Kongs major airline, it provides vital links for trade and investment as well as leisure travel. With the help of passengers and cargo services, Cathay Pacific connects Hong Kong to theRead MoreObjectives And Goals Of An Operational Strategy1736 Words   |  7 Pagesorganization. An operational system ought to have the capacity to outline the company s usage of its asset in the creation of a good, item, or service. Organizations define operations methodologies in view of the styles and needs of the management. Differentiation strategy is one of the several operational strategies that LensCrafters use in its operations. LensCrafters is a global leader in the retail of non-prescription sunglasses and prescription eye wear. LensCrafters was started in 1983 by DeanRead MoreOperational Management quiz 1 1500 Words   |  6 Pagesï » ¿Uitwerkingen vragen Operational Management toets 1 Copyright: BartThom Signs and symbols in a service facility are helpful because they: Reduce anxiety with waiting Cause customers to spend more money per visit Cause employees to be more helpful Orient customers and promote acceptable behaviour Using the SREDEDIM method, if you had to monitor to see if the conditions had changed which step would you perform: Install a new method Examine the facts Maintain new method Select the work method RecordRead MoreOperation Five Objectives1495 Words   |  6 PagesIntroduction â€Å"Operation strategy concerns the pattern of strategic decisions and actions which set the role, objectives and activities of the operation.† It refers to the process to set mission and goals, make specific decisions for achieve specific objectives; and the procedure to design and formulate the strategy of operations. Operation strategy is one part of the organizational business strategy but it plays an important role in all functional areas of business. Operation strategy is to implementRead MoreOperations Management : Operation Management1355 Words   |  6 PagesOperations Management Introduction Operations management is the activity of managing the resources that create and deliver services and products. The operations function is the part of the organization that is responsible for this activity. Every organization has an operations function because every organization creates some type of services and/or products. However, not all types of organization will necessarily call the operations function by this name. Operations managers are the people who have

A Book Report on Tom Standages an Edible History of Humanity

A Book Report on Tom Standages An Edible History of Humanity Standage, Tom. An Edible History of Humanity. (Ed) New York: Walker and Company, 2010, Print. In the text, An Edible History of Humanity, Tom Standage provides his take on how the past was so deeply affected by food throughout the generations. The book approaches history in a different way altogether: as a sequence of changes caused, influenced or enabled by food. Standage explains that throughout history, food has not only provided sustenance but has also acted as the catalyst of societal organization, social change, economic expansion, military conflict, geopolitical competition and industrial development. As Tom Standage explains, since the time of prehistory to present,†¦show more content†¦The production of agricultural food, the rise of the irrigation systems, and the communal food storage fostered political centralization with agricultural fertility rituals developing into state religions and food becoming a medium of taxation and payment; feasts were used in garnering influence and to show status. Food handouts were used in defining and refining power struct ures. As Tom Standage is thorough in pointing out, before money was invented in the earlier world ,food was the main symbol of wealth. The ability to control food was power. With the ever emerging civilizations in numerous parts of the world, food aided in linking them together. Food-trade routes acted as inter-boundary communication networks that improved not just commercial exchange but religious and cultural exchange as well. Spice routes that spanned the ancient world resulted in cross cultural fertilization in fields which were very diverse, similar then to the fields of architecture, religion and science. The first geographers began to take interest in people and customs from far away places and put together the first efforts at world maps. But by far the biggest change caused by food trade was as a result of the European need to avoid the Arab spice domination. The result of this was the revelation of a new world, the establishment of first colonial outposts by the European nations and the opening of maritime trade routes

Widget Airlines Free Essays

Imagine Widgets Airlines, Inc. operates 18-seat commercial flights between New York City and Washington, DC. After 10 seats have been sold on each aircraft, the company has reached the break-even point. We will write a custom essay sample on Widget Airlines or any similar topic only for you Order Now Should Widgets consider offering a discounted fare for seats 11 through 18? Yes. Widgets Airlines, Inc. should offer a discount on the remaining seats. What are the advantages and disadvantages of not offering a discount on seats 11 through 18? The advantages of selling at a discounted price are that they would sell their seats faster depending on the price they are selling at. This could be a beneficial by gaining more customers who travel for business on a weekly basis especially on Thursdays. The disadvantage of not offering discounts is that the flight will have empty seats because the price is too high. Even though the company will lose profit initially, the airline will develope a good reputation for low fares and fair treatment; as a result, they will continue to get business. What are the advantages and disadvantages of offering a discount on seats 11 through 18? The disadvantages of offering a discount include: unhappy customers (who feel that the discount wasn’t good enough, aka insignificant). Another disadvantage is that the company will lose revenue . The advantages include: happy customers (who are glad to have been able to save money and to not have to mess with rebates), selling the seats more quickly, boosting the company’s reputation with the promotion, and possibly securing the loyalty of frequent fliers. How would you decide how much of a discount, if any, could be offered? What effect would the discount have on the financial statements of Widgets Airlines, Inc.? We will decide how much of a discount would be offered by comparing the other competitors. For example if the other competitors sell more tickets base on a %20 discounted rates for specific days, the company will adjust its discount rates at %25 on those days. Widgets would not lose any revenue because it is all profit at this point. This would only bring in more customers especially the ones who fly on a weekly basis. The financial statement will stay the same because all companies offer discounts at some point and this would show on the income statement. How to cite Widget Airlines, Papers

Manage Conflict

Questions: 1. Describe the conflict situation in detail. 2. How did you identify the potential for conflict and take action to prevent escalation? 3. How did you assess potential threats to the safety of customers or colleagues and organise appropriate assistance, if required? 4. What resources did you use to assist in managing conflict? 5. How did you take responsibility for finding a solution to conflict? 6. How did you deal with conflict sensitively, courteously and discreetly and take steps to minimise impact on others? 7. How did you use effective communication skills to assist in the management of the conflict? 8. How did you encourage all points of view? 9. How did you establish and agree on the nature and details of the conflict? 10. What were the possible options you could use to resolve the conflict and decide on the best solution? 11. How did you use conflict resolution techniques to manage the situation and develop solutions? 12. Were you required complete any necessary documentation? 13. Did you seek and provide feedback on the conflict and its resolution with the parties involved? 14. Evaluate and reflect on the situation and effectiveness of the solution. 15. Determine possible causes of workplace conflict and provide input for workplace improvements. Answers: 1. Conflict can be defined as a disagreement that arises within a group due to some difference of opinion or beliefs of one or more members of a group are either opposed or are not accepted by one or more members of the other group. It may either arise in the members of the same group or between members of two or more groups (Suter Johnson, 2014). 2. To identify the potential for conflict and take action to prevent escalation, there is a need to understand the levels of conflict clearly. The individuals can watch out the indicators of potential conflict. If the individuals can identify the conflict early, they can take actions that will prevent escalation and prevent the situation from worsening (Einarsen et al., 2016). 3. To assess potential threats to the safety of the customers or colleagues and organize appropriate assistance, the individuals need to check and evaluate the processes or procedures at each and every step and develop some specific strategies which can help in assessing threats towards the safety of the customers or colleagues (Teague Roche, 2012). 4. The resources that are used to assist in managing conflict involve senior staff, internal security or police, Mediators such as Human Resource personnel or counselors, other staff members because all of them are an expert in their own fields and can assist in managing the conflict, for instance dealing with an aggressive customer (Barsky, 2014). 5. For finding a solution to a conflict, the responsibility of the individuals is to select and promote decisions. They need to organize the duties and responsibilities of the job, training, and coaching, conduct performance appraisals, check the timesheets, counsel poor performance, create the description of jobs, meet the standards and procedures and resolving the grievances (Suter Johnson, 2014). 6. To deal with conflict sensitively, courteously and discretely and take steps to minimize the impact on others, the individuals need to establish clear roles and responsibilities, discuss and decide together regarding the targets of the team, establish ground rules regarding the working method of the team, give positive feedbacks to the team members (Einarsen et al., 2016). 7. Effective skills of communication can assist in the management of conflict. The individuals who are assertive communicators are most effectual in dealing with the situations of a conflict. They can easily address the problems early. They respect the opinions of other individuals and converse calmly, clearly and confidently. They work to find a mutually satisfying resolution (Teague Roche, 2012). 8. We can encourage all points of view by assisting the individuals to assess the situations of potential conflict and prevent them reaching the point of crisis. We need to be aware of the surroundings in a continuous manner and act in response to any potential situations of conflict (Barsky, 2014). 9. We can establish and agree on the nature and details of the conflict by identifying real issues of the conflict and use effective skills of communication that are defined and clear and which can assist in the establishment of the nature and details of the conflict avoid resolving the conflict situations (Suter Johnson, 2014). 10. The possible options which can be utilized to resolve the conflict and decide the best solution involve the selection of different strategies of conflict resolution such as competing, avoiding, accommodating, collaborating and compromising. Our choice of selecting a strategy depends on the situation surrounding the conflict (Einarsen et al., 2016). 11. The techniques of conflict resolution to manage the situation and develop solutions were used by identifying and evaluating the impact of conflict. We encouraged all points of view and acknowledged and treated them with respect. We evaluated the options to resolve the disagreement by taking into consideration all the policies and constraints of the organization (Teague Roche, 2012). 12. Yes, we do require completing the necessary documentations such as checking timesheets, organizing rosters and completing appraisals. All these documents lead to a systematic construction of the strategies to resolve the conflicts (Barsky, 2014). 13. Yes, we seek and provide feedback on the conflict and its resolution with the parties involved as it helps to know the status and reason of emergence of the conflict and make us more proficient in developing the strategies of conflict resolution (Suter Johnson, 2014). 14. The situation and effectiveness of the solution have helped me to gain a better understanding regarding the resolution of conflicts in an efficient manner and made be capable of identifying the potential risks of developing the situations of conflicts in future (Teague Roche, 2012). 15. The possible causes of workplace conflict include personality differences, misunderstandings, competition and non-compliance with the policies and rules. We can improve the conflict in the workplaces by increasing understanding and cohesion of groups, improving the knowledge of the staff, utilize active listening and deal with the conflict collaboratively (Einarsen et al., 2016). References Barsky, A. (2014).Conflict resolution for the helping professions. Oxford University Press. Einarsen, S., Skogstad, A., Rrvik, E., Lande, . B., Nielsen, M. B. (2016). Climate for conflict management, exposure to workplace bullying and work engagement: a moderated mediation analysis.The International Journal of Human Resource Management, 1-22. Suter, R. E., Johnson, J. R. (2014, January). Identifying and resolving conflict in the workplace. InCambridge University Press. Teague, P., Roche, W. K. (2012). Line managers and the management of workplace conflict: evidence from Ireland.Human Resource Management Journal,22(3), 235-251.

Letter free essay sample

Four Months have gone by so fast. 7749. They are 7749 miles away. Yet all that they had left me was this letter. We are very proud of you. My eyebrows tighten and create wrinkles on my tan forehead. I hold my breath until the urge to cry departs from me. Two more deep breaths give me enough to regain my composure. My black eyes once again reach down to the crinkled paper. I read on. Writing to this point in the letter, grandma has already broken down to tears, and I cannot hold it in much longer. We cannot make you food and take you fishing anymore. I remember that two weeks ago on the day of the full moon, a moon cake sat on the green countertop. It is Chinese custom that we eat moon cake on the full moon as is it custom to treat guests with respect. My grandma handed me a fork. We will write a custom essay sample on Letter or any similar topic specifically for you Do Not WasteYour Time HIRE WRITER Only 13.90 / page This moon cake was imprinted with fancy embroideries and had the Chinese word a–? which means good luck and fortune. She made it herself, taking time to make sure that the cake would not be too sweet nor too dry. This is the Chinese way, to always look for the positive and pay attention to even the finest details. After eating the moon cake, I burst out the door with my fishing rod to my backyard. Grandpa was squatting by the lake waiting patiently and quietly. I slowed my steps and tip-toed to him. He held up his hand, a sign to be quiet, and without warning, he jerked his rod and vigorously reeled in the line. A fish about 5 inches poked out of the murky lake. Arent you cold? he unzipped his jacket. Here put this on. No, keep it on. Im not cold. I insisted. My grandpa is a role model to me. Treat everyone with respect, he would say, and everyone will treat you with respect. This golden rule by Pittacus and Thales is lost in todays world- just go to a football game; but this is the rule that I live by, the rule that is instilled in me. I blink and once again the letter stands in front of me. New creases form around my thumb. Eight words remain for me to read. My eyes swell. Instinctively, I shut my eyes and try not to think about it, but this time I open them. One tear navigates its way down the rough surface of my skin. It travels the length of my face but halts at my chin. Like a person hanging from a cliff, the tear slowly loses its grip and falls. The tear dries on the paper mixing the blue lines with the red, creating a new color. Goodbye, hopefully we can see you again.

Marketing Research Ethics

The Use of DDT

The Use of DDT DDT is a chemical which was first found in the year 1874 and was well studied since then. World Health Organization approves of DDT because it has proven to be the most effective when it comes to combating malaria. In conjunction with other preventive measures, it is able to decrease the transmission of malaria when sprayed in homes.Advertising We will write a custom essay sample on The Use of DDT specifically for you for only $16.05 $11/page Learn More When it was first introduced, it was perceived to be the most effective in reducing malaria. The WHO anti-malaria campaign was successful especially in parts such as Sri Lanka. Today, WHO recommends DDT as one of its top malaria insecticides. In support of the World Health Organization position statement on the use of DDT certain toxicology data has to be assessed first (Raloff, 2001). For a proposed substance to be used, the nature of the material and the cumulative estimated dietary intake (CEDI) must be co nsidered. If a substance has a CEDI of less than 0.5 ppb, then no toxicology data is needed. However, all relevant data must be submitted if available. If the exposure is between 0.5 and 50 ppb, a bacterial mutagenicity assay and an in vitro cytogenetic damage or mouse lymphoma assay should be carried out. The rationale for conducting these two studies is to provide an indication as to whether a given substance is likely to be a carcinogen. Should the intake of the substance exceed 50 ppb but be less than 1 ppm, then a third toxicity test may be required. However, if the substance exceeds 1ppm, then a full range of toxicity studies will be required (Keller and Heckman, 2001). The four phases of disposition of toxic compounds within the body are based on excretion through the lungs, biliary, urinary and other excretion routes such as breast feeding. DDT has the ability to accumulate in fatty tissues and breast milk. A mother exposed to DDT is likely to give the infant a greater dose of the substance. The human body is unable to breakdown DDT therefore; this makes it a highly toxic substance to the human body. Foreign compounds are usually secreted into fluids such as sweat, semen, tears and other compounds may be secreted into the saliva or stomach. The body is unable to dispose of DDT. The human body has the ability to store DDT in tissues and bodily fluids but is unable to break it down and dispose of it.Advertising Looking for essay on health medicine? Let's see if we can help you! Get your first paper with 15% OFF Learn More To begin with, DDT has raised some concerns about its toxic nature just like other pesticides have. It is believed to cause neurologic impairment, headaches, vomiting, tremors and other known effects. In addition, it is known to cause environmental problems. Its chemical sustainability enables it to accumulate in the environment through food chains, and in tissues of exposed organisms, including the people that live in treated houses. Research has shown that exposure to DDT might cause preterm birth and early weaning. It may also interrupt the semen quality, menstruation and gestational length. Other studies have shown that daughters of mothers who have been pre-exposed to DDT may have difficulty becoming pregnant and may also suffer from miscarriage. Due to its carcinogenicity, DDT is believed to cause cancer. Studies on the human populations have shown that DDT can cause cancer of such organs as liver and pancreas, and be a reason of the breast cancer. However, other studies have shown that it doesn’t cause prostate cancer (Moeller, 2005). The use of DDT has remained in use in some areas and this has brought about some controversial issues. Part of the controversy is that malaria has become widespread in areas where the use of DDT has been banned. However, the DDT is still used in some countries, one of which is South Africa. However it uses it under WHO’s guidelines. Initi ally, the country had switched to using other alternative insecticides. After a while it became clear that the malaria incidences had increased dramatically. Other areas where malaria increased dramatically after they stopped using DDT include South America and Ethiopia. Resistance has however reduced DDT’s effectiveness in eradicating malaria. Resistance is largely due to prolonged agricultural use and as a result, WHO recommends that absence of resistance must be confirmed before proceeding to use the substance. Resistance was noted in spray campaigns where it was noted that it had lost its effectiveness in areas such as Sri Lanka, Pakistan, and Central America. There have been concerns over the usage of DDT in small scale spraying and spraying of entire agricultural areas. Since the ban of DDT, more information on its effects has risen. Such information includes its effects on environmental and human health.Advertising We will write a custom essay sample on The Use of DDT specifically for you for only $16.05 $11/page Learn More It is believed that its effects on the bird populations and its hormonal effects on fish and amphibians may have been underestimated. Recent studies have shown that it exposes younger generations at a great risk of getting cancer due to its carcinogenic effect(Cohn, Wolff, Cirillo, and Sholtz, 2007). DDT has been criticized over its current use. Critics claim that restricting the use of DDT in areas when malaria is widely spread has caused many unnecessary deaths over the years. In 2007 it was estimated that the ban on DDT caused over 20million deaths and that population was children only. Critics often reference the 1972 US ban on DDT claiming that it cost millions of lives. It is also believed that donor governments and agents have refused to fund DDT spraying in some regions. For instance, the use of DDT in Mozambique was stopped years ago. The reason being that it was believed that 80% of the coun try’s health budget was due to donor funds while donors were against the usage of DDT. Many countries that face this problem have been forced to bow down under pressure to give up DDT or face losing aid grants. The United States Agency for International Development has been under much criticism of late. These days, the agency is now providing funds to the usage of DDT in African countries though it did not do this in the past years. The agency was accused of not funding the use of DDT because it was not ‘politically correct’ (Raloff 2001). It currently however strongly supports the use of DDT in malaria stricken areas and is willing to continue supporting it once it is scientifically proven to be sound and warranted. Alternative uses of DDT are believed to be more expensive, more toxic and less effective. The vulnerability of mosquitoes varies from region to region. Similarly, alternative insecticide’s similarities also vary. Therefore, the toxicity and co st effectiveness comparison of DDT and alternative insecticides lacks significant data.Advertising Looking for essay on health medicine? Let's see if we can help you! Get your first paper with 15% OFF Learn More Despite its detrimental effects, DDT has been proved to be the most effective chemical agent that decreases transmission of malaria. The question of whether to use it or not has however been a question of risk versus benefit. The malaria epidemic in certain parts of the world, such as Africa, has justified the use of DDT. In order to continue using it, vigilance must be maintained at all times but this doesn’t mean that research should not be continued in order to find more sustainable and suitable methods of fighting the disease. It is well-known that continued use or overuse of any substance eventually causes an organism to adapt and become resistant to it. DDT should therefore be used as a bridge to keep the malaria epidemic at bay as more appropriate measures and solutions are sought after. This may include improvement in treatment and the discovery of a vaccine. Cohn, Bernard, Wolff McCintire, Philip Cirillo and Richardson Sholtz. DDT and breast cancer in young women: N ew data on the significance of age at exposure. Environmental Health Perspectives 115.10 (2007): 1406–1414. Web. Keller and Heckman. Toxicology Requirements: What Types of Toxicity Data Must Be Submitted? packaginglaw.com. 2001.Web. www.packaginglaw.com/2771_.shtml Moeller, Dennis. W. Environmental Health. Cambridge: Harvard University Press, 2005. Print. Raloff, Jeffery. The Case for DDT. Science News, 158.1 (2001): 12. Academic Search Premier database. Web.