Operations Management Essay

Service quality is referred to a valuation of how good a delivered service meets the customer’s expectation. Upper management

Using Constant Table, we find the value of A2 for Subgroup of n=6 as A2 = 0.483

b) In the second table below calculate the Net Present Value (NPV) of the project.

1. What recommendations would you make to John Wolf with respect to structuring the supplier relationship process for the Wolf Motors dealership network?

To organize and prioritize the current and future projects in the pipeline in a way that fits into the PMB budget of $5B, and ensures projects that increase sales, growth, and stockholder value are of top priority, whereas projects that are not beneficial are either put on hold or discarded.

This paper intends to define operations management and analyze an ethics decision made by operations managers in the workplace or in a known organization.

Hospitality Management is a difficult and competitive market, and any lack in customer service can result in defecting customers or the termination of a relationship between a customer and a service provider. In this paper we will look at Hilton a company that has continually ranked amongst the top ranking hotels and continues to improve. Hilton’s customer service ranks as one of the top hospitality providers in the United States. We will look at the history of how Hilton came to be the name brand it is today and some of their process the used to narrow the customer service gaps such as Hilton Honors, the Hiltons Reservation Customer Care, and RESMAX. We will look at how they look at how Hilton manages the customer expectations through the use of employee training and their decreased the customer service gap through employee retention. We will also look as how Hilton co-partnered with Citibank in order to offer its Hilton Honors member additional benefits in order to keep in line with the customer service that the customers have come to expect.

Operations Management manages the outline and administration of items, procedures, administrations and supply chains. It considers the securing, advancement, and usage of assets that organizations need to convey the merchandise and administrations their customers need. The furnish of OM reaches from key to strategic and operational levels. Agent key issues incorporate deciding the size and area of assembling plants, choosing the structure of administration or information transfers systems, and outlining innovation supply chains.

Good staff will leave a great impression towards customer especially in hotel mangement department. Our priority is our customers and meeting up their expectations, desire, other than serve them. Consequently, it creates challenges for our resort in maintaining high levels of service, awareness of customer expectations and improvement in services and facillities. Customer satisfaction is the leading criterion for determining the quality of the product/service that is actually delivered to customers by the accompanying servicing (Vavra, 1997). In a simple word , customer satisfaction is important for corporate survival. It costs about five times as much in time, money and resources to attract a new customer as it does to retain an existing customer (Naumann, 1995). A lot of complaint regarding this matter, as example there is no follow up from customer services and reception. Based on booking.com , agoda.com and tripadvisor.com complaints are mostly about our less skillful staff which slow respond, service, unfriendly and some of the staff does not smile towards the customer. Since there is a lot of our customer came from other country, communication skills become quite a big problem. Accoding to the reviews, they need to explain for few times to get our staff understand and it seems to be kind of bothering and annoying. Some of the review written state our staff as

Operations management (OM) is that phase of an organization where inputs are put into operations to acquire required output (services) without compromising on quality. In other words operations management is also described as combining and transforming various resources in the operations sub-system into value added services in line with formulated policies of the organization. (Kumar and Suresh, 2009)

1. It has been said that forecasting using exponential smoothing is like driving a car by looking in the rear-view mirror. What are the conditions that would have to exist for driving a car that are analogous to the assumptions made when using exponential smoothing?

1. How does ALDI’S strategy lead to competitive advantage? How does the company achieve this strategy?

Customer service is very important element in hospitality industry. A good restaurant or a good hotel always have an excellent service first. Hotels and restaurants put added value in their products and service make guest love it. Some hotels give guest drink when they arrived or prepare small birthday gifts to their loyalty guests. But sometimes hotels spend lots of money to added value of customers’ experience but customers still don’t like their service. So, what’s happening? Hotels gave service and improved service are not customers needed or most needed. That’s the gap between you and your customer. “You know your hotel inside out, but do you ever see it through your guests' eyes? In many cases, there is a disconnect between what hoteliers think

Monthly complaint trends and pivot reports are run and provided and discussed with management and appropriate department heads impacted by the review.

Operations management focuses on managing the processes of producing and distributing products and services. Operations activities often include product creation, development, production and distribution. It deals with all operations within the organization. Related activities include managing purchases, inventory control, quality control, storage, logistics and evaluations. The nature of how operations management is carried out in an organization depends very much on the nature of products or services in the organization, for example, retail, manufacturing, wholesale, etc.