Different quality dimensions necessary in maurice work

Assignment Help Operation Management

Reference no: EM132552453 , Length: 2 pages

Assignment

Part I: Operations Management at Travel Luggage Company

The Travel Luggage Company "LugPro" designs and manufactures several different styles of soft- and hardcover luggage, briefcases, hanging bags, and purses. Their best-selling item is a line of hardcover luggage called the Trotter. It is produced in a basic five-stage assembly process that can accommodate several different outer coverings and colors. The assembly process includes constructing a heavy-duty plastic and metal frame; attaching the outer covering; joining the top and bottom and attaching the hinge mechanism; attaching the latches, lock, and handle; and doing the finishing work, including the luggage lining. Several hundred new pieces of luggage of particular shape and color are initiated through the assembly process each week in the company's two factories. Travel Luggage Company also runs its own logistics operations to serve their customers in their 200 outlets all around Middle East.

1- Answer shortly the following questions:

a) Name three main functions, which are found in every organization, in Travel Luggage Company.
b) What constitutes operations in Travel Luggage Company? Name at least three activities?
c) Describe the inputs and outputs of Travel Luggage Company's manufacturing operations.
d) Name and explain at least three differences between Travel Luggage Company's operations and a bank's operations?

Part II: Mini case study- Quality Management

Maurice Clarks works for a software company as a technical support representative. His duties include answering customers phone calls, providing information to customers, and troubleshooting technical problems (encountered by customers using the company software). His boss told him to be courteous and not to rush callers. However, his boss told him also that he must answer an average of 20 calls per hour so that the department can meet its target in term of number of answered calls. Sometimes Maurice needs to search deeply in complex manuals in order to provide the right answer/information to customers facing sometimes urgent unusual problems. Maurice feels frustrated as satisfying his boss and compromising between his requests is not an easy task.

1- Outline the different quality dimensions necessary in Maurice work.
2- Based on Deming wheel, propose a plan to improve the situation of Maurice

Attachment:- Operations Management.rar

Reference no: EM132552453

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