Case Study and Essential Operations Management
Guideline answers to short case study questions– Essential Operations Management Lecturer resources
Essential Operations Management Lecturer resources
Guideline answers to short case study questions
1
© Alex Hill and Terry Hill 2011
Guideline answers to short case study questions– Essential Operations Management Lecturer resources
This document contains answers to the short case study questions contained within each chapter. For extended teaching notes relating to the long case studies at the end of each chapter please refer to the lecturer zone of the companion website.
CONTENTS
PART ONE – INTRODUCTION
1
5
Managing Operations
5
1.1 Operations tasks in differing organizations
1.2 Operations management tasks at Portioli’s Sandwich and Coffee Bar
1.3 Operations – a key role in the retail chain
1.4 A cup of coffee - product or service?
2
Operations Strategy
12
2.1 Market positioning of bottled water
2.2 Customer segmentation in the electricity industry
2.3: Integrating marketing and operations at Aldi
2.4 Operations developments at Benetton
PART TWO – DESIGNING AND DELIVERING SERVICES AND PRODUCTS
3
Designing and Delivering Services and Products
18
18
3.1 Service and product design at Asahi Breweries
3.2 Product research and development at Microsoft
3.3 Design and development at GlaxoSmithKline (GSK)
3.4 Modular design at Sonoco
3.5 Capitalizing through volume at Assa Abloy
3.6 Increasing the freshness of bread in supermarket bakeries
4
Delivering Services
23
4.1 Tipping as a measure of customer service
4.2 Improving service delivery through use of the front and back office - Royal Bank of
Canada and Electrical Repair Shop
4.3 Service delivery at the Moscow Scientific Institute for Eye Microsurgery
4.4 Service delivery at a local high-street bank
4.5 Providing personal service online at Garden Escape
4.6 Self scanning in at supermarkets
2
Essential Operations Management online
Essential Operations Management Lecturer resources
Guideline answers to short case study questions
1
© Alex Hill and Terry Hill 2011
Guideline answers to short case study questions– Essential Operations Management Lecturer resources
This document contains answers to the short case study questions contained within each chapter. For extended teaching notes relating to the long case studies at the end of each chapter please refer to the lecturer zone of the companion website.
CONTENTS
PART ONE – INTRODUCTION
1
5
Managing Operations
5
1.1 Operations tasks in differing organizations
1.2 Operations management tasks at Portioli’s Sandwich and Coffee Bar
1.3 Operations – a key role in the retail chain
1.4 A cup of coffee - product or service?
2
Operations Strategy
12
2.1 Market positioning of bottled water
2.2 Customer segmentation in the electricity industry
2.3: Integrating marketing and operations at Aldi
2.4 Operations developments at Benetton
PART TWO – DESIGNING AND DELIVERING SERVICES AND PRODUCTS
3
Designing and Delivering Services and Products
18
18
3.1 Service and product design at Asahi Breweries
3.2 Product research and development at Microsoft
3.3 Design and development at GlaxoSmithKline (GSK)
3.4 Modular design at Sonoco
3.5 Capitalizing through volume at Assa Abloy
3.6 Increasing the freshness of bread in supermarket bakeries
4
Delivering Services
23
4.1 Tipping as a measure of customer service
4.2 Improving service delivery through use of the front and back office - Royal Bank of
Canada and Electrical Repair Shop
4.3 Service delivery at the Moscow Scientific Institute for Eye Microsurgery
4.4 Service delivery at a local high-street bank
4.5 Providing personal service online at Garden Escape
4.6 Self scanning in at supermarkets
2
Essential Operations Management online