Background
Operations Management (OM) is an important aspect of business (Slack et al, 2013; Greasely, 2013;
Patton et al, 2011). Both service and manufacturing organisations use OM to ensure they are
competitive and assist in providing and maintaining good levels of customer service (Johnson et al,
2012). Developing a system of an organisations operation can be advantageous both for both the
customer and organisation (Bamford and Forrester, 2010). Subsequently, once a system has been
developed and understood it should be possible to determine why the system works well, or not well,
and to recommend possible production related improvements that will assist both parties concerned.
Task
In this assignment analyse an operation of your choice. You need to be able to visit and observe this
operation in practice. For example you could select a shop, cinema, restaurant, bar, library, gym or
garden centre. Your tutor will give some guidance on your choice of operation. Your assignment
should address the following questions:
1. Describe what each of the performance objectives (quality, speed, dependability, flexibility,
cost) mean to that operation. Which are the most important and why?
2. Look at demand fluctuations within that operation. How are they being handled without
creating excessive customer waiting, reduction in quality of service etc.?
3. Discuss perception and expectation of quality for that operation. Which issues might arise
from this?
4. From your previous answers, draw conclusions discussing the extent to which the
performance objectives are evident within the operation. How could this alignment be
improved?
Format
Your assignment should be in a report format, being clearly structured using headings, subheadings
etc. It is not necessary to include an executive summary at the beginning of the report. Your
assignment should be presented using Arial 12 font, 1.5 line spacing, and it should be approximately
3,000 (+/- 10%) words in length. Your word count is from the introduction to conclusion sections. You
must endeavour to use theory explicitly at all stages, but do not spend too much time describing a
theory. While you must be explicit about the theories, models, techniques etc. that you use, you can
assume that the reader is familiar with them. What the reader requires is evidence of your ability to
understand and apply the theory, and learn from in order to support the development of your
findings and/or ideas.
You must cite all sources on which you have relied, for example textbooks, journal articles, web pages
etc. using the Harvard Bibliographic referencing system. If you do not cite all sources, then you may
be accused of plagiarism, and that may endanger your success in passing the module. If you are in any
doubt about how to reference your work, please obtain guidance from the library and/or your
academic librarian(s) for this module.
Please do use diagrams, illustrations, tables, graphics etc. wherever these are helpful, and remember
that these do not count towards your word limit. If you do use these, please do not put them in the
appendices if they are part of your discussion. Appendices are the appropriate places to put 2
supporting material, however, remember if the reader is satisfied with the main points of your
discussion; the supporting information within the appendices may not even be reviewed.
Marking Criteria
Your assignment will be marked against the following criteria:
1. Evidence of your ability to use Operations Management (OM) theory to help you think in a
critical way, and to develop an understanding of how key operational decisions are made in
the company/case of your choice.
2. Evidence of your understanding of how different OM approaches could contribute to
addressing the aim of your assignment.
3. Evidence of your understanding of the strengths and weaknesses inherent in various OM
approaches to your company/case choice.
4. Evidence of your understanding of the limitations placed upon the OM options available to
your chosen company/case.
5. Your ability to convey your conclusions and recommendations in a reasoned, supported and
credible manner.
6. Accurate grammatical and economical use of English. A good presentation standard using the
report format. Appropriate citation of sources using the Harvard Bibliographic Referencing
System.
The above criteria do not carry specific weightings. Your overall mark will represent a judgement of
extent to which you have provided evidence that you have achieved the learning outcomes for the
unit.
