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Question 1:
A hotel has decided to focus more strongly on customer service and has just conducted a customer survey. Unfortunately, the results show that many customers are dissatisfied with the service that they currently receive. Use the service delivery system key gap analysis model to critically analyse possible causes of dissatisfaction with the service provided by the hotel and suggest operational changes to deal with each of the causes identified and thus close the gaps.
Question 2:
Discuss any three of the following requirements from an operations perspective of competing on
(i) quality (ii) cost (iii) flexibility (IV) globalisation (v) Innovation
Give relevant examples of manufacturing or service firms that successfully compete on each of the criteria listed.
Select an industry or a company of your choice. Using figure 4.3 on page 110, apply the industry or the company by identifying the segment and key success factors. Justify / explai
Suppose that a small publisher selling to book distributors has fixed operating costs of $600,000 each year and variable costs of $3.00 per book. How many books must the firm sell
A drug store has two windows available for serving customers, who arrive at a Poisson rate of 40/hr. Service time is exponentially distributed with a mean of 2 min. Only one window
What is the strategic significance of Design in operations management?
How to implement tools in operations management?
Comparison of Market Based and Resource-Based Approach to Operations Strategy Since Porter's assertions, there has been a recognition that traditional strategic management has
A food processor uses approximately 29,730 glass jars a month for its fruit juice product. Because of storage limitations, a lot size of 4,000 jars has been used. Monthly holding c
Heckman of Saul and Saul Consultants has get a request from Deborah, the head of Human Resources, to make an interactive icon-and-menu-driven software package to be used by the adv
a. Describe who will be the CEO and his/her qualifications/experiences in the product/service industry, including both education and work and other relevant experiences. b. Desc
Why are services typically more difficult to standardize, automate, and make efficient?
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