Methods used in manufacturing - operation strategy, Operation Management

Assignment Help:

Methods Used in Manufacturing - Operation Strategy

Many of the methods used in manufacturing are just as applicable; however a greater degree of customisation will be required. The manufacturing sector may be viewed as relatively homogeneous in terms of operating characteristics; the same cannot be said about the service sector. Indeed the 'service sector' is made up of many sub-sectors such as education, health, local and national government, emergency services and in the private service sector, financial services, retailing, distribution and entertainment. One difference that cannot be avoided is the interface between the service provider and the customer. This link does not exist in manufacturing but is crucial to service organisations.

2272_Methods Used in Manufacturing – Operation Strategy.png

In this figure (Heskett and Schlessinger, 1991), you can see that if there is a pool of low cost labour available and management adopts a low salary-no training approach to the recruitment of front line service staff, the resultant 'cycle of failure' will result. Heskett et al argue that this cycle can be reversed if a reversal in human resource management policy is adopted. Heskett (1994, 1997) went on to develop the service-profit chain illustrated in the figure opposite. They consider customer satisfaction to be defined as 'the customer's perception of the performance of the company and the difference between the service received and paid for and the service expected.' They suggest that there are direct linkages between profit and growth, customer satisfaction, customer loyalty, employee loyalty and the value of services and goods delivered. The figure outlines the linkages in a service-profit chain. They suggest that the strength of these links may vary from one organisation to another yet they are always significant. You will note that customer loyalty is therefore a significant metric in determining if customer satisfaction has been achieved. Jones and Sasser (1995) suggest that the linkage between customer satisfaction, loyalty and future business though extremely significant does not take into account other factors such as the competitive environment. They describe four categories of customer which the operations system must contend: hostages, mercenaries, terrorists and apostles. The figure below categories customers from being terrorists to devotees.

2199_Methods Used in Manufacturing – Operation Strategy 2.png


Related Discussions:- Methods used in manufacturing - operation strategy

Explain advantages of division of labour, Explain advantages of Division of...

Explain advantages of Division of Labour.  As the same worker does similar work repeatedly:- (i) It gains proficiency and skill on the job and becomes a professional. (ii

When the dividend is expected to grow, Harrison Clothiers' stock currently ...

Harrison Clothiers' stock currently sells for $26.00 a share. It just paid a dividend of $2.25 a share (i.e., D0 = 2.25). The dividend is expected to grow at a constant rate of 7%

Explain hr provides managers with data to make decisions, Evidence-based HR...

Evidence-based HR provides managers with data to make decisions, instead of just relying on intuition. True False

Regal marine, Computer-Aided Design is one of the techniques used by Regal ...

Computer-Aided Design is one of the techniques used by Regal Marine in the manufacturing of boats. With the aid of examples, critically discuss FIVE (5) techniques that are import

How to evaluate targets for acquistion, What do you think are the criteria ...

What do you think are the criteria a firm should use to evaluate targets for acquistion and how should a company plan and undertake its merger acquistion strategic initiatives?

List few of the strategic issues in supply chain management, The importance...

The importance of Supply Chain Management cannot be underestimated because it ensures that the right materials are at the right place at the right time at a minimal cost and maximu

Airbus, 1)?An analysis of type of operations carried out and operating proc...

1)?An analysis of type of operations carried out and operating processes (i.e., project, batch, mass, professional service, service shop,?mass service, etc.) 2)?An identification

Explain the role of managers in quality and patient safety, What is the rol...

What is the role of managers in quality and patient safety?

Describe katie''s liability, Katie is a 17-year-old (a minor) who graduated...

Katie is a 17-year-old (a minor) who graduated from high school two months ago. In August, she started attending a university 150 miles from home and has contracted to rent an apar

Explain effectively manage supply risks, To effectively manage supply risks...

To effectively manage supply risks, the supply manager must: inform the corporate risk officer of a potential risk, await instructions, and implement the directive. Seek input from

Write Your Message!

Captcha
Free Assignment Quote

Assured A++ Grade

Get guaranteed satisfaction & time on delivery in every assignment order you paid with us! We ensure premium quality solution document along with free turntin report!

All rights reserved! Copyrights ©2019-2020 ExpertsMind IT Educational Pvt Ltd