Case Study and Essential Operations Management

Topics: Case study, Management, Marketing Pages: 102 (17306 words) Published: November 7, 2013
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
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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

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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

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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

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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

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Essential Operations Management online resources
© Alex Hill and Terry Hill 2011

Guideline answers to short case study questions– Essential Operations Management Lecturer resources

5

Making Products

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5.1 Old and new car plants
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Location and Layout

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6.1 Growth at Software Technology Parks, India
6.2 Growth at Plastic Omnium
6.3 HSBC relocates call centre operations
6.4 Creating space on passenger Jets
6.5 Functions at a telecommunications call centre
PART THREE – MANAGING OPERATIONS

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Managing Capacity

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7.1 Increasing Restaurant Capacity
7.2 Wal-mart uses scale to compete in the US food market
7.3 Flexible working at BMW
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Scheduling and Executing Operations

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8.1 IT system changes at Dell
8.2 JIT developments at Nissan
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Managing Inventory

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9.1 Approaches Inventory
9.2 Using causal analysis to reduce inventory levels
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Managing Quality

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10.1 The importance of managing quality – Anstruther Fish Bar 10.2 Changing the quality of the offering - Hampton Hotels and UPS 10.3 Regaining customer confidence at Coca-Cola and Perrier
10.4 On-time passenger flights: Improving quality
10.5 Nashua: Having the right tools to do the job
10.6 General Electric: Six Sigma Quality
10.7 3M: Committing to quality improvement
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Managing the Supply Chain

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11.1 Capital One and Delta: strategic outsourcing decisions
11.2 Fender International: creating a positive retail experience 11.3 Land Rover: single sourcing policy
11.4 Chiquita: relocates from Cincinnati to Costa Rica
11.4 Apple’s iTunes: digital supply chain

3
© Alex Hill and Terry Hill 2011

Guideline answers to short case study questions– Essential Operations Management Lecturer resources

11.6 Reinhold Messner: the direct alpine approach to mountain climbing 11.7 Japanese companies: approach to suppliers
11.8 IT developments at Caterpillar and Gap
11.9 Dell: supply chain integration
11.10 Calyx and Corolla: synchronising the supply chain
PART FOUR –...
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