Revision -04
24/11/2011
a)
Explain, using examples, how hard and soft
technologies might be applied to this business.
Technology – both physical and information – has
dramatically changed how work is accomplished in
every industry. Technology is the enabler that makes
today’s service and manufacturing systems operate
productively and meet customer needs better than
ever.
Understanding technology in operations is critical for
several reasons:
1. Everything that is done in business depends on
some type of technology.
2. Technology is evolving at an extremely rapid pace.
We can categorize technology into two basic groups:
a. Hard Technology
b. Soft Technology
• Hard Technologies – these are equipment & devices used in the creation &
delivery of goods and services, e.g. manufacturing machine
For example computers, computer chips & microprocessors, satellites, sensors,
robots, bar-code scanners.
For my business as airplane engine manufacturer, I will have to consider the
following factors.
• Important to select the right technology for the job
• Efficient operations require careful planning of machines & people in the layout
of the operations
• People must be trained to use technology correctly
• Performance should be continually monitored and improved where possible
• Scheduling should be designed to meet customer deadlines
• Quality must be ensured
• Use of CIM, CAD/CAM, etc
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Soft Technologies – these provide data to facilitate the creation &
delivery of goods and services, e.g. computerized information
systems
For example Internet, computer software and information
systems.
For my business as an airplane engine manufacturer, I will be
considering the following factors.
• Service technologies often use the Internet
• E-services create & deliver: time, place, information,
entertainment & exchange value to customers and/or
support the sale of goods
• Use of business intelligence, data warehousing & data
mining
• Use of CRM
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What are the problems that an operational manager face
while taking decisions on technology?
Text book
- page 223 paragraph 2,3
New reference Book - page 163 paragraph 2
New reference book - page 191
Assess, the impact of technology in value chains.
New reference Book - 169,170, 171,172
( only pick up the important points)
Discuss the benefits and drawbacks of using technology in this
business. Use examples to illustrate your answer
Benefits
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Improves productivity
Enhances quality
Increases flexibility
Reduces response times
Frees people from boring & dangerous jobs
(Link to the example)
Drawbacks
• Damage to reputation through technology failures
• How to design effective facilities for customers to return goods or terminate
services
• Protecting customer privacy & financial details
• Information overload
• Security of data
• 􀂾 Continually having to learn new technologies to keep pace with
developments
Reference
page 184, 185 new reference book
Impacts of Technology on people. Page 187 new
reference book.
Different stages of technology development and
adoption. Page 188, 189 new reference book.
Explain the material processing
technologies in detail
Text Book – page 224, 225
Explain information – processing technology.
Text Book - page 226, 227
Detail Customer –processing technologies.
Text Book - page 234, 235, 236
From your knowledge of Product/Process Design…
Discuss the steps involved in designing the layout for the house design.
(2011 September)
To get the final design of a product or service, the design activity
must pass through several key stages. This is the same case for
designing the layout for a house.
The design stages are as follows:
• Concept generation – initial ideas for layout of whole house
within the “grounds” of the site, e.g. bungalow, 2 storey, 3
storey, etc. ( from customer, staff,from competitor)
• Screening – reducing ideas to one selected final choice
• Preliminary design – initial design of the actual house
• Evaluation and Improvement – more detailed design and
consideration of options and impact on the operation
• Prototyping and final design – confirming the final design of
the whole house and determining the layout of individual
elements and rooms, etc.
Draw the diagram shown in Text Book
page 124
Please refer page 123, 124, 125, 126,
127,129,133,136
Remember if situation or example is a different
one, just refer the explanations given for each
stage, so that you will have more to write.
Another example!
December 2010
A new golf course complex has been approved for construction
near to you. You have been called in as a consultant specialist
in Business Operations to advise the owners of the complex
on some aspects of the development. It is envisaged the
complex will consist of a:
• 18 Hole Golf Course
• Practice Driving Range
• “The 19th Hole” Bar and Restaurant
• Golf Shop
• Gym and Fitness Suite
Note – you do not need to know anything about golf to answer
the following questions, you just need to know about
business operations!
From your knowledge of Product/Process Design:
Discuss the steps involved in designing the layout for the
Practice Driving Range
To get the final design of a product or service, the design activity
must pass through several key stages. This is the same case for
designing the layout for a practice driving range.
• concept generation – initial ideas for layout of whole Driving
Range within the complex . Can collect ideas from customers,
staff, other golf courses e.t.c
• Screening – reducing ideas to one selected final choice
• Preliminary design – initial design of the actual driving range
• Evaluation and Improvement – more detailed design and
consideration of options and impact on the operation
• Prototyping and final design – confirming the final design of
the driving range facility and determining the layout of
individual elements .
Remember
1. Never, never make mistake it as a layout
question!
2. Start with the same way that did.
3. Detail every step in minimum 2 sentences
How?
Go through the references in the text book,
where everything is detailed.
4. Draw the diagram as you did before.
The impact of strategic performance objectives on
process design objectives and performance
Page 91 – Text Book & table 4.1
Discuss the issues that manufacturers face with
respect to environmental quality. What
techniques and approaches can help?
Reference
Text book – 92
Reference book – 216
Main techniques is PLA, DFE, ISO 14000
What factors do you think influence the way in which building materials
are manufactured or processed? Apply business operations
management theory to your answer and clearly state any assumptions
you make.
September 2011
This is a general question making you a bit lost
or confused.
So remember to note the way the question is
framed and follow the way I answered here.
Draw the diagram
page 90 Text Book
Decisions taken during the design of a product or service will have an impact
on the decisions taken during the design of the process which produces
those products or services and vice versa.
• Impact on customer – can encourage customer to use a product if the
product offered and the method by which it is offered appeals to them
and is perceived as fit for purpose.
• Impact on operation – the operation needs to know what the customer
wants and has to be confident that it can deliver it e.g. has the resources
to do so. Can allow company to differentiate itself and remain competitive
in the market (might be developed around performance objectives).
Thus visible building products have to be aesthetically pleasing to the final
customer, whereas unseen or “invisible” products do not. All products
need to be “effective” in the eyes of the builder, i.e. able to meet the
needs of the construction, offer confidence in the product, and for external
products, be suitable for use in all weather conditions.
The process design decisions are again
affected by few points as below.
All companies or firms manufacture or process
according to :
1. Customer orders
2. Demand
3. Anticipation
Manufacturing systems often use make-to-order,
assemble- to-order, and make –to-stock .
What factors do you think influence the way in which golfing products are
manufactured or processed? Apply business operations management
theory to your answer and clearly state any assumptions you make.
( same type of question December 2010)
Draw the diagram
• Decisions taken during the design of a product or service will have an
impact on the decisions taken during the design of the process which
produces those products or services and vice versa.
• impact on customer – can encourage customer to use a product if the
product offered and the method by which it is offered appeals to them and
is perceived as fit for purpose.
• impact on operation – the operation needs to know what the customer
wants and has to be confident that it can deliver it e.g. has the resources to
do so. Can allow company to differentiate itself and remain competitive in
the market (might be developed around performance objectives).
• Thus golfing products have to be aesthetically pleasing to the golfer,
comfortable to use and “effective” in the eyes of the golfer, i.e. able to meet
the needs of the golfer, offer confidence in the product, and be suitable for
use in all weather conditions.
Process types
text book – 94 onwards
Remember we have:
Process design
Product/service design
Job/work design
Job design and work organization
From your knowledge of work organisation and
job design …
• Design a job role for the manager of the hotel
Licensed Bar. (june2011)
Job design involves determining the specific job
tasks and responsibilities, the work
environment, and the methods by which the
tasks will be carried out to meet the goals of
operations.
While designing the job role for a manager in the
hotel bar, we have to meet two broad objectives.
1. Meet firms( organization’s) competitive
priorities – cost, efficiency, flexibility, quality
e.t.c
2. Make sure the job is safe, satisfying and
motivating for the worker.
To design the layout of the licensed bar.
To determine stock type to be held and stock levels for each
stock item.
To maintain the bar stock levels appropriately.
To serve customers .
To supervise other staff .
Advise customers on purchases.
Train other staff.
Possible to manage the “cellar” as well, change beer barrels,
etc.
• Reference New reference book – page 333, 334, 335
• Text book – 254, 255,……..
What are the key decisions to be made relating to the design of this job
role and work organisation in the hotel licensed bar?
For designing this job, we have to consider the 6 elements of job design.
Refer text book page 255
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How will the licensed bar be organised?
How many staff will be needed at any time?
What is the best method of performing each job?
Need to identify the key job roles and the tasks associated with each of the job roles.
What are the environmental conditions to be considered for each job and how will
these affect each employee?
What technologies (if any) are going to be used by colleagues and how are people
going to interact with these technologies. What about training?
What tasks will be allocated to each colleague
Employ behavioural approach to encourage commitment:
o Job flexibility;
o Job rotation;
o Job enlargement;
o Job enrichment;
Empowerment – team building, multi-skilling
From your knowledge of work organisation and job role design
:
Design a job role for the manager of the Golf Shop.
Follow the previous method that I used
• To design the layout of the golf shop
• To determine stock type to be held and stock levels
for each stock item
• To serve customers
• To supervise other staff
• Advise customers on purchases
• Train other staff
What are the key decisions to be made relating to the design of
this job role and work organisation in the shop?
Follow the same method
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•How will the store be organized?
•How many people will be needed?
•What is the best method of performing each job?
•Need to identify the key job roles and the tasks associated with each of the job
roles.
•What are the environmental conditions to be considered for each job and how will
these affect each employee
•What technologies are going to be used by colleagues and how are people going to
interact with these technologies. What about training?
•What tasks will be allocated to each colleague
•Employ behavioural approach to encourage commitment: -Job flexibility;
- Job rotation;
- Job enlargement;
- Job enrichment; Empowerment – team building, multi-skilling.
What actions could Murano take to try to reduce staff absence and turnover?
Give reasons for your answer.
(2009 september)
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This question focuses on both job design and work organisation.
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The question should lead students to motivational theory/ the behaviourist approach to job
design. See Slack et al chp 9. Award appropriate marks:
• For outlining what the problems are with the current arrangements
• For outlining the basis of the behaviourist approach, fulfilment of needs, increased
motivation, personal development etc.
• For stating why they have opted for the approach and linking to the example.
• For explaining and applying behaviourist techniques such as job design, job rotation, job
enlargement, job enrichment, empowerment to the example and for explaining how and
why the technique could lead to lower staff turnover (for example, job rotation leads to
wider skill set, more interesting, reduces boredom, improves motivation and personal
fulfilment).
Importance of strategic planning in operations . Page 130, 131 (new
reference book)
What type of operations strategy might a
company like HP have?
Page 133