Application and Evaluation of the Five Operations Management Objectives

SMM109 Operations Management
Part B: Individual Assignment

Application and Evaluation of the Five Operations Management Objectives

by
Shakila a/p Munisamy
(u0958470)

Table of Contents 1.0 Introduction 4 1.1 Organisational Structure 4 1.2 Market Segments 4 1.3 Process Flow 6 2.0 Critical Analysis of LSW based on the 5 performance objectives 7 2.1 Internal and External Customers 7 2.2 Client Expectations 8 2.3 Different Expectations of Public and Corporate Clients 9 2.4 Moving from Stage 2 to Stage 3 10 2.5 LSW and its Competitors 11 3.0 Analysis of KPIs in LSW by using the Five Performance Objectives 13 3.1 KPIs for each Performance Objectives 13 3.2 Interlink of the Five Performance Objectives Based on KPIs achieved 14 4.0 Plans for Improvement 16 5.0 Challenges to be overcome 16 6.0 Conclusion 17 6.0 Reference 18 7.0 Appendices 18

List of Figures

Figure 1.1: Organisational structure of LSW International Sdn. Bhd.
Figure 1.2b: 4V analysis showing the two market segments
Figure 1.3a: Training Workshop Process Flow & Timeline
Figure 1.3b: Conference Process Flow & Timeline
Figure 2.2: Client expectation and LSW’s position
Figure 2.3: Public & Corporate Clients’ Expectations
Figure 2.4: Future growth for LSW to achieve
Figure 2.5a: Using the five performance objectives to compare LSW with its competitors

Figure 2.5b: SWOT Analysis on LSW
Figure 3.2a: Quality vs. Cost
Figure 3.2b: Quality vs. Dependability
Figure 3.2c: Speed vs. Quality
Figure 3.2d: Flexibility vs. Quality

List of Tables

Table 1.2a: A 4V Analysis of LSW International’s market segments
Table 2.1: Internal and External Customer’s Point of View
Table 3.1: Criteria for KPIs based on 5 performance objectives

1.0 Introduction
LSW International Sdn Bhd (LSW) was incorporated in 2007 with a vision to be trendsetters in the training and development industry (see Appendix 1). The core business of the