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Operations Management is concerned with delivering effective outcomes for business - VCE - SSCE Business Management - Question 8 - 2003 - Paper 1
Question 8
Operations Management is concerned with delivering effective outcomes for business. - Discuss how a service organisation may use at least two operations management ... show full transcript
Worked Solution & Example Answer:Operations Management is concerned with delivering effective outcomes for business - VCE - SSCE Business Management - Question 8 - 2003 - Paper 1
Step 1
Discuss how a service organisation may use at least two operations management strategies to produce effective outcomes.
Answer
In a service organisation, two key operations management strategies are quality management and process optimization.
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Quality Management: Ensuring high service quality can lead to better customer satisfaction and loyalty. For example, a large-scale organisation like Rip Curl focuses on delivering high-quality customer service by investing in staff training and utilizing customer feedback mechanisms to continuously improve service.
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Process Optimization: This involves streamlining operations to enhance efficiency. For instance, employing technology to automate booking systems can reduce wait times and improve customer experience.
Both strategies combined result in effective service delivery, positively impacting overall business outcomes.
Step 2
Discuss how a Human Resource Manager would attract and retain talented and motivated people.
Answer
A Human Resource Manager plays a crucial role in both attracting and retaining talented employees.
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Attracting Talent: Utilising effective recruitment strategies such as employer branding and engaging in targeted outreach can help attract top talent. For example, large companies like Google offer competitive salaries and benefits, which is a significant draw for prospective employees.
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Retaining Talent: Creating a positive workplace culture and providing opportunities for professional development are essential. Implementing regular feedback sessions and recognizing employee achievements fosters a sense of belonging and commitment.
By focusing on these areas, a HR manager can secure and retain valuable employees.
Step 3
Discuss how managers could successfully overcome resistance to the change strategies they introduce.
Answer
Overcoming resistance to change in large-scale organisations requires a strategic approach by managers.
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Communication: Clearly communicating the reasons for change and the benefits involved can help alleviate fears. For instance, holding meetings and workshops to discuss the change process helps in ensuring that employees understand and feel included.
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Participation: Involving employees in the change process can significantly reduce resistance. Providing opportunities for staff to contribute to the change strategies fosters a sense of ownership and commitment.
An example of this would be when a large organisation implemented a new technology system. Managers conducted comprehensive training sessions and encouraged feedback to make adjustments, which facilitated smoother transitions.