In this report describe and analyse a small operation (service, manufacturing or a combination of the two) preferably with which you are familiar or have experience of using. For example; a shop, a restaurant, a university application, doctor’s surgery are all possible examples. If you are unsure, please discuss this with your tutor who will give some guidance on your choice of organisation/case study. Your report should address the following areas:

In this report describe and analyse a small operation (service, manufacturing or a combination of the two) preferably with which you are familiar or have experience of using. For example; a shop, a restaurant, a university application, doctor’s surgery are all possible examples. If you are unsure, please discuss this with your tutor who will give some guidance on your choice of organisation/case study. Your report should address the following areas:

2

1. Produce a short introduction proving the reader with a brief background to the small operation and ‘operational problem’ and a clear aim and focus for your report.

2. Using the Transformational Process Model demonstrate how the operations inputs are transformed in order to satisfy the current customer needs.

3. Using either a flow chart or value stream mapping technique, produce a detailed illustration of the current operational process for your small operation.

4. Using Polar Diagrams discuss and evaluate three key areas in point 2 above, where bottlenecks may restrict operational throughput, and therefore could prevent the satisfactory delivery of the product/service to the customer.

5. Provide two recommendations where the small operation in question should focus, in order to possibly reduce bottlenecking and improve throughout thereby potentially enhancing customer satisfaction.

NB:

 Please add CRN, your name and student identity number to the header of each page of your report.

 Please ensure you put your word count on your title page.

 University lateness and plagiarism rules apply.

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 supporting material, however, remember if the reader is satisfied with the main points of your discussion; the supporting.

Marks for your assessment will be allocated based on:

1. Produce a short introduction proving the reader with a brief background to the small operation and ‘operational problem’ and a clear aim and focus for your report. (5)

2. Using the Transformational Process Model demonstrate how the operations inputs are transformed in order to satisfy the current customer needs. (10)

3. Using either a flow chart or value stream mapping technique, produce a detailed illustration of the current operational process for your small operation. (25)

4. Discuss and evaluate using Polar Diagrams three key areas in point 2 above, where bottlenecks may restrict operational throughput, and therefore could prevent the satisfactory delivery of the product/service to the customer (50)

5. Provide two recommendations where the small operation in question should focus, in order to possibly reduce bottlenecking and improve throughout thereby potentially enhancing customer satisfaction. (10)

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