Operations Management

Page 1 of 26

OPERATIONS MANAGEMENT COURSE ASSESSMENT 1 – (UAE)

“The importance of performance measurement to the management processes in organizations has been frequently noted. Amongst others, it has been viewed as: a key role in promoting positive employee attitudes and productivity (Harper, 1983);

Required:

“The key to good service design is about taking a customer perspective and understanding the whole service process” (Johnston and Clark, 2005 – see purple custom text book page 66). Conduct a service transaction analysis for an Operations within your own organization, or an organization of your choice. Summarise the findings of the STA by commenting on how the Operations meets, or fail to meet, customers’ expectations of service.

Depending on the outcome of your analysis either

a. Demonstrate how the services delivered are appropriate in meeting customer expectations.

Assessment Reference OM/July10/1 Elie Saliba - 7653961

Page 2 of 26

INTRODUCTION

We will be using International Catering Company Ltd to do the Operations analysis using Slack

Operations management Model below figure.

Page 3 of 26

INDEX

Required:..................................................................................................................................................... 1

Flavours coffee house© Brief ................................................................................................................................4

Operations management................................................................................................................................ 5

Vision ........................................................................................................................................................... 7...