Question 1:

(a) Using appropriate examples, explain in details the different approaches that operations managers can use to reconcile capacity and demand.

(b) Critically Show the strategies used by service organisations to organize the waiting lines. Explain your discussion through appropriate examples of an organisation with which you are familiar.

Question 2:

(a) Critically show the key issues to be considered by the service organisation when designing the servicescapes within which the service will be provided.

(b) Show the contribution of Ergonomics to the design and management of an efficient operating system.

Question 3:

(a) Critically Show the five main elements of Total Quality Management, and describe how an organisation might introduce these elements into its processes, drawing particular attention to any difficulties they might encounter.

(b) "The key to a successful supply chain structure and operation depends upon a customer/supplier relationship based on partnership principles". Critically examine and appraise this statement.