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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
To produce effective outcomes, a service organisation can implement strategies such as:
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Quality Management: This involves ensuring that services meet the required standards consistently. For instance, a large-scale hotel chain may establish quality control measures for housekeeping and customer service, ensuring that guests receive a uniform experience regardless of the location.
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Process Improvement: Optimising the service delivery process can significantly enhance efficiency. A large bank, for example, might streamline its customer service process using technology to reduce waiting times and improve client satisfaction.
These strategies not only enhance overall service quality but also contribute to repeat business and customer loyalty.
Step 2
Illustrate your answer by referring to a current example of a large-scale organisation.
Answer
An illustration of these strategies can be seen in the operations of Starbucks. The company employs rigorous quality management practices to ensure every cup of coffee meets their high standards. Moreover, Starbucks continuously refines its service process through training staff and leveraging technology, such as mobile ordering, to enhance customer experience.