Operations Management in Service Organisations

Aim

The assignment allows you to investigate operations management in real-world service organisations, thereby reinforcing the applied nature of the subject. By researching the task in depth, you are given the opportunity to show the knowledge and understanding that you have gained in subject-specific areas. The presentation of the assignment allows you to demonstrate how you have transferred the generic key skills to this particular context. Note that the tools and techniques used in the assignment for BAMG2105 are not the focus of this assignment and are unlikely to be of major relevance.

1.Appraise the problems and opportunities faced by service operations managers as they manage for both conformity and improvement ? Analyse existing and proposed service operations for efficiency and effectiveness

2.Evaluate the theoretical underpinning of service operations management

3.Develop a critical understanding of the practical application of approaches to service operations management

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 if this is more appropriate, from Hong Kong. Examples you can choose from:

1.A supermarket 

2.A fast-food outlet

3.An educational service

4.A tourist attraction 

A bank

For your chosen organisation produce a report, which should address the following tasks:

1. Describe the service concept of the organisation.

2. Explain how the operations of the organisation contribute to the functioning of the service concept.

3. Assess how well the operations implement the service concept (a diagram may be needed).

4. Suggest how both the concept and the delivery system 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 (a diagram may be needed).