UNIVERSITY OF SOUTH WALES
Tutor: Ahmad Qammar
Student: Adesola Oluwaseyi Oyedipe
ID: R1906D8707626
Course Module:
PS4S26- Strategic Operations Management and Operational
Research
Assessment #:
ONE
Programme / Course: MBA - Master of Business Administration
January 2022
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Table of Contents
PART 1 ...................................................................................................................................... 3
REFLECTIVE ANALYSIS ON DEVELOPING EFFECTIVE ............................................. 3
1.
Introduction ....................................................................................................................... 4
2.
Skill Development ............................................................................................................. 5
3.
Discussion on Communication Skills.............................................................................. 5
4.
Effective Communication Skill Is Important .................................................................... 7
5.
My Skill Improvement Journey ........................................................................................ 7
6.
5.1 Listening Skills
8
5.2 Assertive & Expressive Skills
8
5.2 Developing how to manage the communication process
8
Challenges of Self-Improvement in Effective Communication .....................................10
Conclusion ..............................................................................................................................10
REFERENCES .........................................................................................................................12
PART 2 .....................................................................................................................................14
1.
Introduction ......................................................................................................................15
2.
Function of Operations management in an organization. .............................................15
3.
Challenges faced by operations manager today. ..........................................................16
4.
3.1 Globalization:
17
3.2 Sustainability
17
3.3 Ethical Conduct
18
3.4 Effective Communication
18
3.5 System design
19
Analysis of operational challenges of operations manager at CWAY Group. .............19
4.1 Communication challenges at CWAY Group & Recommendation.
19
4.2 Time management and Diversifying Challenge at CWAY Group & Recommendation
20
4.3 Ensuring employees health and safety Challenge & Recommendation
20
4.4 Finance Challenge & Recommendation
21
5. Conclusion ..........................................................................................................................21
References ..............................................................................................................................22
Appendix A ..............................................................................................................................23
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PART 1
REFLECTIVE ANALYSIS ON
DEVELOPING EFFECTIVE
COMUNICATION
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1. Introduction
This module aims on explaining the various types of operational processes, management
procedures, methods and planning which helps to effectively manage and control
services and people. According to Khodabakhshi et al. (2013, pp.1-2), operational
research involves the use of various advanced analytical processes for better decision
making. At the beginning of this course student were asked to identify one skill they would
like to improve on, therefore I choose to develop communication skill.
According to Theo Haimann, he defined communication as fundamental and vital to all
managerial actions, it is also said that communication is the process of imparting ideas
and making oneself understood by others. Communication has been defined by scholars
to be the vehicle that is capable of driving the realization of most management functions
such as controlling, coordinating, controlling, leadership, organizing and so on (RadovicMarkovic and Salamzedeh, 2018). An effective communication system is required in
every organization. It is also a vital ingredient in the drive for quality and continuous
improvement of any organization. The most successful and effective managers or leaders
in an organization are people who understand the importance of communication. (Politi
and Street, 2011). Communication can also be said to be the essence of effective
management. For the purpose of this study, I realized that “communication skill” is also
required for coordination and also improve my productivity at the workplace as this is a
very important and requisite skill. I currently work as a Relationship officer in a reputable
bank in Nigeria and it’s expected that I meet all KPI set for each financial year, this could
range from generating value from existing and new relationships (Customers) amongst
many others which would in turn increase the liability and risk asset portfolio of the bank.
These can be best achieved from my ability to effectively communicate the value of our
products to these customers. Furthermore, my reason for selecting this skill as an area
which I would love to improve on is to help me on my current role as a sales executive in
my organization and also position me better for advancement in my career.
Therefore the purpose of this essay is to provide information from a reflective analysis on
my journey towards improvement of effective communication skill.
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2. Skill Development
This basically identifies the gaps and develop the skill that is required for a person to
achieve their goals. Skill development and capacity building has become crucial for
achieving success. It is said to improve productivity, contribute to structural transformation
and organizational growth. Therefore, the need to continually evolve in learning new skills
to foster productivity cannot be overemphasized. (Mirshra 2017).
3. Discussion on Communication Skills
It is important to note that on the journey towards developing skills in effective
communication I must first understand deeply the meaning of communication.
Communication is described as the process of exchanging and understanding information
by two or more people with the intent to motivate or influence behavior” Shonubi and
Akintaro (2016, P. 1905). Genc (2017) went further to explain that communication is more
than just transfer of ideas, it’s also the transfer of thoughts and feeling and this can either
be verb al or non-verbal. Communication takes place in a variety of forms and
circumstances while evaluating the notion of communication skill. We use various skills
to convey and obtain information. Communication can be defined as the act of transferring
information from one place to another or from one person to another as the case maybe.
However communication skill is the ability to pass information in a simple and clear way
and not ambiguous, and this information passed clearly communicates and connect with
the target audience. This enables you to understand and be understood by others.
Communication is a two way process and this includes sending and receiving information
and the ability to communicate effectively is one of the most important skill required in an
organization. There are many ways to communicate but they are narrowed down into two
major types of communication namely;

Verbal Communication

Non- Verbal communication
Verbal communication includes oral and written forms of communication while non-verbal
communication includes listening, body language,
Having the above knowledge on communication and the importance to the growth and
success of every organization is very key for operational management. R.W. Griffin,
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defined "Effective communication as the process of sending a message in such a way
that the message received is as close in meaning as possible to the message intended".
This means that for effective communication, the medium or channel used by the sender
must be in simple, direct and concise manner whether verbal or non-verbal.
Communication is also said to be effective according to (Robbins, Judge and Campbell),
when the sender (communicator) considers and place priority on the understanding,
clarity and adapting of messages communicated to recipient above all else. It is worthy
to also note that according to Radovic-Markovic and Salamzedeh (2018), that for any
organization to be very successful, one must communicate effectively by seeking first to
understand what communication is, how it works on both interpersonal and organizational
levels, and I strongly agree with this as this cuts across my organization where I work.
According to Fielding, M. (2006), communication essentially takes the following forms:

A sender

The idea is changed into a message through a process of encoding which is
usually a mixture of words and non-verbal communication into a form the receiver
will understand

The message is sent to the receiver

The receiver then decodes the message (interprets the message that was sent by
the sender.

A feedback is sent by the receiver to the sender about the effectiveness of the
information communicated. Feedback is very essential in effective communication.
Figure 1: Elements of the communication process (Fielding, M. (2006))
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4. Effective Communication Skill Is Important
Effective communication is such a great deal as it cuts across all spheres of life. My
interest in effective communication when I assumed the role of supervising direct sales
agent within my team in the bank. This involves have to communicate with them from time
to time, discuss set goals and also strategies on how to meet this goals. I also have at
liberty to choose available communication channels which could either be physical
meeting or online meeting. Effective communication engages the “choice of the best
communication channel, the technical know-how to use the channel, the manner of
presentation of the information to the target audience Kaushik (2011 p.1). This builds
understanding with the audience. Below are some of the reasons why effective
communication is very important in organizational management.

Improves productivity – when communication is effective in the workplace,
employee’s productivity in the workplace is improved and growth of the business
is enhanced.

Brings clarity and Increases accountability – Clear and specific instructions will
enable employees do what us expected of them and they will be held accountable,
and there is clarity of vision and objectives.

Improves customer satisfaction – With effective communication skills, the right
services and products. Customers are satisfied and their complaint resolved.

It builds trust – Effective communication brings together all members of the team
to achieve the desired goal of the organization. It will be difficult to boost and
nurture productive connections in an organization or among team members if
there is a lack of effective communication. Effective communication not only
strengthens but also preserves an organization.

It builds better understanding with the target audience – This gets your message
across easily.
5. My Skill Improvement Journey
Over the course of these past weeks I have given great attention to developing
communication skills in three main areas: listening skills, assertive & expressive skills,
and learning how to manage the communication process to be a more effective
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communicator. I understand well what communication is about and how it be a great skill
to the success of an organization as I move up the ladder and attempt more managerial
roles at work. This skill has greatly improved with consistent practice as I have also
experience stronger relationship amongst my team members.
5.1 Listening Skills
Listening is an active process that receives and responds to spoken (and in some
cases unspoken) messages. Listening is not just about hearing what the speaker has to
say, having a keen interest is very important as well, you must listen more to create
greater connection. Elements of good listening includes paying attention, hearing,
understanding and remembering. Listening has helped me gain a full knowledge and
accurate understanding of what the speaker is saying. I am very more attentive to body
language and paying attention to suggestive gestures. Listening involves full engagement
in what someone else is saying to you. This skill takes time and practice to develop. Over
the past weeks, there has been some improvement in my level of active listening and this
has helped foster great relationship amongst other employees, colleagues and team
members in the bank as well as helping me resolve customer complain and sell the right
product and services tailored to meet their needs.
5.2 Assertive & Expressive Skills
This means that the communication skill includes using both verbal and non-verbal
communication to clearly express how they I think, feel and want without demanding
things to be done my way. I have consciously taking steps to improve my vocabulary to
enable me interact well with my colleagues and customers, with the use of polite words
such as “thank you”, “please” etc. I have also improved on the use of non-verbal
communications like the body-language, facial expressions (more smiles) and gestures.
5.2 Developing how to manage the communication process
Using the 4Cs model of effective communication by Kaushik (2011) which are
comprehension, connection, Contagiousness and Credibility, I am more committed in
creating an atmosphere of communication that fosters feedback, teamwork and especial
constructive criticism for effective communication.
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Comprehension
Prior to taking this course, I did not pay close attention to know if my target
audience, understands fully the message I am trying to pass across. Over the past few
weeks, and with my knowledge on comprehension I now ensure that my message is clear
and concise to enable retention, having to repeat the same message more than twice to
further convey the information more effectively and just keeping it very simple.
Connection
Kaushik (2011) points out that making a connection with your target audience can
stimulate new behavior and actions. This statement has really helped me in my
communication skills especially when I have to pitch value propositions to potential clients
as well as existing customers of the bank. I now understand why connection is very key
this has also helped me close sales, this shows that they don’t only understands it slaos
resonates with them. In making connections with my target audience I have to know that
I have to seek to understand the problems and need of my audience and be a very good
listener as well.
Contagiousness
In communications, contagiousness is a good thing. As a sales/relationship officer
in a reputable bank in Nigeria it is important to pass information to clients especially
customers of the bank in them remember whatever products and services you offer. This
I am still learning how to pass my message across to my target audience in ways that
would make them remember, and also refer potential customers to me.
Credibility
Credibility is defined as the objective and subjective components of the believability
of a source or message. In passing information to my target audience, I understand that
trust is very vital for effective communication because it helps to influence people's
patterns, behaviors and thoughts.
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6. Challenges of Self-Improvement in Effective Communication
There are certain barriers that exist in effective communication skill. It was a bit
overwhelming at the beginning, and it felt like it was not achievable. Having to understand
communication style and when to use them, which communication channel to use and
would be most effective was another challenge and this can lead to loss of information
especially in organizational structure as information travel through each layer of hierarchy.
Clarify of information is another challenge to effective communication and due to I
encountered some road block, but after much understanding on what effective
communication I learnt to be clear and consistent while communicating and as such I was
able to avoid doubts in the minds of my target audience. I watched tutorial videos and
read journal articles to help improve my effective communication skill and also overcome
the challenges faced.
Conclusion
Communication is the bedrock of human interactions and relationships. I have
gained incredible knowledge over the past eight-week period on developing my
communication skills. Effective communication has to do with passing information to the
intended users without loss of meaning and message. In learning more about effective
communication I have paid more attention to listening skill has this has posed as a great
challenge for me even in my workplace. I am also now able to consciously use both the
verbal and non-verbal forms of communication in sending the right message to my target
audience (Colleagues and customers). I also have a more in-depth knowledge on why I
should smile, make eye contacts, while speaking. I have also learnt to listen with rapt
attention, ask questions, give feedback as well, I am very much interested in
understanding others through active listening before attempting to solve or proffer
solutions. New learning takes conscious effort, I am grateful to have learnt this skill over
the last two months and I will keep learning and making use of effective communication.
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REFERENCES
Shaikh, M. (2012). Essentials of effective and interpersonal communication skills to
Manage and Lead dynamic businesses with maintaining public relations. International
Journal of Research in Management Issue2, [online] 3. Available at:
https://rspublication.com/ijrm/may%2012/8.pdf.
Wikijob Team (2018). Top 10 Communication Skills: What Are They? [online]
Wikijob.co.uk.
Available
at:
https://www.wikijob.co.uk/content/interviewadvice/competencies/communication.
Fielding, M. (2006). Effective Communication in Organisations. [online] Google Books.
Juta
and
Company
Ltd.
Available
at:
https://books.google.com.ng/books?id=2Z_vIcp9gaEC&lpg=PA1&ots=7bdeUhpEAc&dq
=effective%20communication&lr&pg=PA28#v=onepage&q=effective%20communication
&f=false [Accessed 30 Dec. 2021].
SKILLS YOU NEED (2011). What is Communication? Verbal, Non-Verbal & Written |
SkillsYouNeed.
[online]
Skillsyouneed.com.
Available
at:
https://www.skillsyouneed.com/ips/what-is-communication.html.
Soft Skills Studio. (2021). 11 Reasons Why Is Effective Communication Important.
[online] Available at: https://sumankher.com/2021/03/05/11-reasons-why-is-effectivecommunication-important/.
Kaushik, Rajiv. (2011). Effective Communication and Marketing. 12. 2230-7893
Shonubi, A.O., and Akintaro, A.A (2016) ‘The Impact of Effective Communication on
Organizational Performance’, The International Journal of Social Sciences and
Humanities Invention, 3(3), 1904-1914
Politi M.C. and Street, R.L. (2011) ‘The Importance of Communication In Collaborative
Decision Making: Facilitating Shared Mind and the Management Of Uncertainty’, Journal
Of Evaluation In Clinical Practice, 17(4), 579-584
Radavoic-Markovic, M. (2011) Organizational behaviour and culture:globalization and
changing environment if organizations. VDM Publishing.
Robbins, S.P., Judge T.A. and Campbell, T.T. (2010) Organizational Behaviour. Essex,
England: Pearson Education Limited
StuDocu. (n.d.). PS4S26 Assignment - Strategic Operations Management. [online]
Available at: https://www.studocu.com/en-gb/document/university-of-south-
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wales/strategic-operations-management-and-operational-research/ps4s26-assignmentstrategic-operations-management/16528276 [Accessed 29 Dec. 2021].
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PART 2
JOB DESCRIPTION FOR AN OPERATION
MANAGER’S POSITION.
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1. Introduction
Operations is one of the major functions in an organization along with supply chains,
marketing, finance and human resources. According to Luvinthal and Wu. (2010), every
organization either product based, service based or a combination of both is saddled with
the task of improving efficiency, minimizing costs and maximizing profits while offering
their customers value. As such, it involves managing people, equipment, machineries and
resources which are known as the inputs to produce the desired output. Operations
management is an area of management that deals with the design and control of
production processes and the redesign of business processes in the production of goods
and services. It can also be defined as the business functions that plans, organizes,
coordinates and controls resources needed in any organization.
In order to thrive in this dynamic and complicated market while simultaneously producing
value for their consumers, organizations both manufacturing and service based must
have a competitive and long-term operation plan. Operations management is critical for
any business since how well its operations performs is how it is judged. For the company's
continued expansion, operations management should also enhance the transformation
process of products and services by optimizing efficiency, effectiveness, and reducing
waste creation. This essay seeks to identify operational challenges and remedies for
CWAY Group Operations Manager advertised on LinkedIn.
Each year, organizations set targets that they should meet, it is however the duty of the
operations manager to ensure that are met.
2. Function of Operations management in an organization.
Operations management functions are at the heart of the organization because they
manage the resources used to produce the goods and services that underlie the
company's future concerns. (Nigel S. et al, 2010). It is responsible for orchestrating all the
resources needed to produce the final product or service. This includes arranging
schedules, equipment, personnel, etc. OM is responsible for transforming inputs into
outputs, and it is responsible for strategic and tactical decisions. There are three
international functions of operational management according to Knod and Schonberger
(2000) which are:
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
Finance – this is responsible for the generation from financial resources. This is in
charge of budgeting, reviewing investment ideas, and providing funding for
operations, as well as acquiring financial resources at attractive prices and
dispersing those resources throughout the firm.

Marketing – It is responsible for assessing consumer needs and wants, and selling
and promoting the organization's products and services. Marketing focuses on
selling and / or promoting an organization's products and services. Marketing,
design, and production must work closely together to successfully implement
design changes and develop and produce new products. Marketing can provide
valuable insights into what your competitors are doing. Marketing can also provide
information about consumer preferences, so the design knows what kind of
product or feature it needs. Companies can provide information about capacity and
evaluate the manufacturability of their designs.

Operations – this is in charge of creating the organization's commodities or
supplying the services it offers, the realization of goods and services.
There are other functions of operations management includes Human resources,
However, regardless of the decisions of any organization, they must strive to retain
competitive and sustainable operational strategies. This essay analyses the of description
(Appendix A), and the possible operational challenges faced by an incoming operational
manager of CWAY Group
3. Challenges faced by operations manager today.
The job of an operation manager is very complex as it entails overseeing critical
overseeing and coordinating people and systems using limited resources while creating
value (products and/or services) distributed through efficient channels to satisfy
customers with diverse and unique needs. (McFarlane, 2014). While operations
management has greatly assisted manufacturing facilities, operations managers still
confront significant obstacles on a regular basis. Operations management is a difficult
area that necessitates a thorough grasp of company processes in order for operations
managers to provide value to their customers. This tremendous responsibility for
achieving operational efficiency and effectiveness is exacerbated in today's rapidly
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changing business environment by resource constraints, quality control, technology and
knowledge gaps, delivery issues, and environmental issues. By applying the theories of
operations management to the practice of managing company activities and outputs, the
operations manager must strike a balance between strategy and process. These theories
include Lean thinking and JIT (Just in Time), Total Quality Management (TQM), Six
Sigma, Theory of Constraint (TOC) etc. These theories must be well understood before
applying them to create the result desired for the organization.
This essay seeks to identify some of the challenges and operational manager
faces. For the purpose of this paper, and advert for an operations manager (Operations
Manager - CWAY Group) on LinkedIn has been chosen. However before we analyze the
challenges a potential successful candidate for this position, we would discuss generally
challenges operation managers face in today’s world irrespective of which form and type
of organization. These challenges include, Globalization, Ethical conduct, Effective
communication, System design, and sustainability. (Kettering University, 2016) and they
are explained below:
3.1 Globalization:
Globalization is defined by gobalization101.org as "the process of interaction and
integration between people, businesses and governments from different countries". It is
driven by the removal of trade barriers and advances in information and transportation
technology. While globalization reduces these barriers, it is a major challenge for
operational managers. Operations managers face competition from across the street as
well as from all over the country and around the world. It is therefore the responsibility of
the operations manager to "take on the four functions of planning, organization,
management, and control to enable a product or service to remain competitive in the
market." (Kettering University, 2016). It is also important for operations manager to keep
up with the trends and software that are available to increase their production and
ultimately enable them to maintain their competitive advantages.
3.2 Sustainability
Operational Sustainability in business can be defined as a method of evaluating
whether a business can maintain existing practices without placing future resources at
risk. The three pillars of sustainability include social, environmental and economic factors
R1906D8707626 | 17
and operations managers need to be aware of these three pillars. Operations manager
continually struggles to ensure that productivity is greatly improved while trying to develop
and operational sustainability model.
3.3 Ethical Conduct
Ethical conduct is another challenge operational manager’s face. Ethics is defined as
a subset of business ethics aimed at ensuring that a production function or activity does
not harm people or society. Being ethical across all functions of your business will ensure
that your operation runs smoothly. Unethical behavior has played a crucial role in the
failure of successful businesses. Some of the ethical issues operations managers face
includes:
1. Safe work environment for employees (Employee safety)
2. Use of safe and standard equipment
3. Health and safety in the workplace
4. Ethics in Accounting practices
5. Corporate espionage and nondisclosure
3.4 Effective Communication
Consistence and effectiveness of communication is extremely difficult within an
organization with all internal and external stakeholders. The ability to communicate
effectively with all internal and external stakeholders is a problem for operations
managers. Having everyone on the same page will help the organization operation run
more efficiently, and operations management should look at tools that can help them do
so. Consistence and effectiveness in communication can be difficult for anyone in position
in the organization. The challenge for operations managers is to be able to effectively
communicate with all internal and external stakeholders in a clear and concise manner.
Mastering verbal, written, and nonverbal communication is an important part of a day
work. Effective and efficient communication is also necessary to motivate employees and
build relationships of trust with management. Operations managers who spend their time
working on introspection, initiative, credibility, and communication skills should be
productive and successful. Development of these skills is often required by senior
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managers in new and middle management positions and is necessary for success in any
organization.
3.5 System design
The main problem is that organizations need to develop systems that can "produce
the required quantity of high quality goods and services in an acceptable time frame."
System design, system planning, and system management present a variety of
challenges, even for experienced operations managers.
Operations managers work in an interdisciplinary environment and need to be aware of
and respond effectively to globalization, sustainability, ethical behavior, effective
communication, and system design challenges. This requires good business, technical,
and human aspects of the business so that operations managers can actively support the
mission and vision of the organization.
4. Analysis of operational challenges of operations manager at
CWAY Group.
CWAY Group is a multinational company specialized in the production & whole-sale
supply of treated water, water dispensers, soft drinks, foods & beverages industry in
countries of Africa & Asia. CWAY is recruiting for an operations manager to manage and
oversee the day to day activities of planning and running the team and employees (list of
responsibilities has been listed in Appendix A). Asides the broad challenges operation
managers face, the following challenges highlighted below are unique to CWAY Group.
4.1 Communication challenges at CWAY Group & Recommendation.
Operations managers are bound to face communication challenges regardless of
the nature of organization they work in. Similarly at CWAY Group the operations manager
is required to “Maintain constant communication with management, staff, and vendors to
ensure proper operations of the organization” (LinkedIn 2021). The operations manager
is expected to develop new channels, maintain constant communication with all
stakeholders both internal and external (Supplies, employees, line supervisors,
customers etc.). The incoming operations manager must be skilled as he would have
R1906D8707626 | 19
dealing with a lot of “informal” employees such as the drivers and technicians as he is
also expected to “work closely with Production and Logistics departments to make sure
activities remain compliant”. He would be overwhelmed with communicating the vision
and mission of CWAY Group to employees under his supervision.
The operations manager is therefore advised to develop effective communication
skills and strategies to ensure that information is passed to the employees he relates with.
He must also develop effective communication channels where employees can freely
communicate, learn, share ideas to increase the organizations productivity (Genç 2017).
4.2
Time
management
and
Diversifying
Challenge
at
CWAY
Group
&
Recommendation
It is clear that the operations managers at CWAY Group is expected to “Partner
with cross-functional support teams in improving the proprietary tools and systems and
also work closely with Production and Logistics departments to make sure activities
remain compliant”, therefore he will be required to work closely with some department
and that would require a lot of time, he must have time management skill.
In order to tackle such a challenge it is necessary for the operations manager to
use the division of tasks and work closer with the managers of these departments and
vertical distribution of roles across these management tier (Satyendra, 2015). The use of
digital technology is a much better way to have trainings and conferences, this should be
encouraged, as it would increase productivity and time managed effectively.
4.3 Ensuring employees health and safety Challenge & Recommendation
The operation manager of CWAY Group is further faced with health and safety risk
of the employees. One of the duties of the operations manager is to enforce suitable
safety measures and practices are communicated and enforced throughout the company.
Employee safety does not just apply to employees; it also applies to all parties involved
in the supply chain. CWAY Group's operations manager is responsible for guaranteeing
the company's safety as well as the safety of its goods. Healthy work environment by
establishing, following, and enforcing standards and procedures; complying with legal
regulations”. He must constantly ensure all employees, production department, logistics
R1906D8707626 | 20
department comply with legal regulations while also enforcing standard and procedures.
There could also be a lot of ethical issues that may arise.
My recommendation to the operation manager of CWAY Group is that he/she
should ensure that the employees of the organization attend trainings on safety measures
and practices. For a production company safety drills must be done daily and the
operations manager must ensure that the employees are capable of using the safety
equipment.
4.4 Finance Challenge & Recommendation
The operations manager is saddled with the responsibility of “Ensure operational
activities remain on time and within a defined budget” and “Conduct budget reviews and
report cost plans to upper management”. One of the key functions of an operational
manager is to manage resources and this is also expected in the area of finance.
The use of an ERP system will assist the operations manager in cost budget review. ERP
is an application that automates business processes and provides insights and internal
controls.
5. Conclusion
The responsibilities of an operations manager is not something to look over or take
likely. Before applying for any operations manager role the applicant must ensure he/she
is fit for the role being applied for, and this includes going through every detail of the
functions as outlined in the job description. Operations management is a tool that is
backed by solid management practices and an effectiveness and efficiency ideology that
can have a significant impact on an organization's activities, performance, competitive
advantage, success, and survival. Includes systematic, careful and focused action that
provides methods and techniques. (McFarlane 2014).
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References
McFarlane, D.A. (2014). The Challenges of Operations Management for Business
Managers. International Journal of Operations and Logistics Management Volume: 3,
issue: 1 Pages: 16-29 (March 2014). From: www.absronline.org/journals
PlanetTogether (2019). Current Challenges for Operations Management. [online]
Planettogether.com. Available at: https://www.planettogether.com/blog/currentchallenges-for-operations-management.
Kettering University Online (2016). What are the 5 Current Challenges for Operations
Management? [online] Kettering.edu. Available at:
https://online.kettering.edu/news/2016/10/18/what-are-5-current-challenges-operationsmanagement.
Levinthal, D.A. and Wu, B. (2010) ‘Opportunity costs and non-scale free capabilities:
profit maximization, corporate scope, and profit margins’, Strategic Management
Journal, 31(7), 780-801
Nigel S., Stuart C. and Robert J. (2010), Operations Management, Financial Times –
Prentince Hall, Sixth edition
ng.linkedin.com. (n.d.). CWAY Nigeria Limited hiring Operations Manager at CWAY
Nigeria Limited in Lagos, Lagos, Nigeria | LinkedIn. [online] Available at:
https://www.linkedin.com/jobs/view/2852565119/?eBP=JOB_SEARCH_ORGANIC&rec
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Appendix A
Job Description
CWAY Group is a multinational company specialized in the production & whole-sale
supply of treated water, water dispensers, soft drinks, foods & beverages industry in
countries of Africa & Asia.
We Are Recruiting To Fill The Position Below
Job Title: Operations Manager
Location: Isolo,Lagos
Employment Type: Full-time
Job Summary
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We owe our success to the efficiency of our organizational processes. To help
maintain and grow this standard, we’re seeking an experienced operations
manager to oversee daily activities.
As an ideal candidate, you’ll have a sharp business mind and proven success
managing multiple departments toward maximum productivity. You’ll be highly
skilled in Sales, Logistics, finance, and Production Operations.
Additionally, you’ll display a proven ability to develop and maintain an environment
of trust, diversity, and inclusion within your team. Your ultimate responsibility is to
increase our operational efficiency.
Job Responsibilities
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Maintain constant communication with management, staff, and vendors to ensure
proper operations of the organization
Grow the efficiency of existing organizational processes and procedures to
enhance and sustain the organization’s internal capacity
Actively pursue strategic and operational objectives
Ensure operational activities remain on time and within a defined budget
Manage timely data collection to update operations metrics to achieve productivity
targets, reduce cost per unit, eliminate errors, and deliver excellent customer
service
Partner with cross-functional support teams in improving the proprietary tools and
systems
Work closely with Production and Logistics departments to make sure activities
remain compliant
Oversee materials and inventory management
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
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Conduct budget reviews and report cost plans to upper management
Develop operations systems by determining product handling and storage
requirements; develop, implement, enforce, and evaluate policies and procedures;
develop processes for receiving product, equipment utilization, inventory
management.
Contribute operations information and recommendations to strategic plans and
reviews; prepare and complete action plans; implement production, productivity,
quality, and customer-service standards; resolve problems; complete audits;
identify trends
Maintain safe and healthy work environment by establishing, following, and
enforcing standards and procedures; complying with legal regulations
Skills and Qualifications
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Bachelor’s Degree / MBA in Operations Management, Business Management, or
related field
5+ years’ proven experience in FMCG operations management position
Strong budgetary and statistical analysis of data.
Excellent coordination ability and strong attention to details.
Good knowledge of Supply chain Management.
Knowledge of SAP application; proficiency in Microsoft Office (Word, Excel,
Outlook)
Application Closing Date
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