Service operations analysis
Assessment Information
This assignment will take the form of a report detailing the main areas of investigation. Select a service organisation of your own choice, or a part of such an organisation.
For your chosen organisation produce a report, which should address the following tasks:
1. Describe the service concept of the organisation (use the service concept worksheet).
2. Explain how the operations of the organisation contribute to the functioning of the service concept. Explain the processes, layout, environment, supply chain, etc. of the organization.
It is recommended to use some tools such as layout design, process chart, flow process chart (FPC), etc.
3. Assess how well the operations implement the service concept. Find the main problems and challenges of the studied organisation and present their main causes. It is recommended to use a fishbone chart (FBC), tree diagram, Pareto analysis, etc.
4. Suggest how both the concept, operation, processes, layout, the delivery system, etc. might be improved. If you do not see any areas for improvement in these areas, argue a convincing case from an operations management point of view for maintaining the status quo.
