TABLE OF CONTENTS
•State the objectives & scope of your report
•What you are going to investigate and how it contributes to corporate or business strategy. •Recommendations for improvement.
•First line eg: “This report analyses………….”
1.1BACKGROUND OF COMPANY / DEPARTMENT
•When was it established?
•Core business activities / processes
•Some recent financial highlights.
•Company’s / Department’s Strategy support overall corporate strategy
•Describe who the company’s target market is
•What are the key segmentation variables?
•Outline key customers’ expectations/objectives.
•Outline the operations process (with input, process & output diagram) •Identify the transforming, transformed resources & outputs •Analyze the 4Vs
•Outline the 5 performance objectives.
•Describe type of process and why (project, jobbing, batch, mass, continous) •Discuss Capacity of operations (rate, bottlenecks)
•Outline the operations strategy. (summarize above with the strategy used and discuss whether this meets customer expectations or not) •For services use
oSERVQUAL model (Parasuraman, et. al., 1988)
oFlawless performance, moments of truth & service gaps (Lovelock, xxxx)
•For products use:
oKanban, Jidoka, Poke Yoke, 5S, muda, 6 sigma (lean manufacturing) oAutomation, robotics.
oSCM – supply chain management
•Highlight any shortcomings.
4.0 MATCHING OPERATIONS WITH CUSTOMERS EXPECTATIONS
•Summarise what are some good and bad matches ie strengths and weaknesses •Summarise with diagram
•For products / service you can use 7Ps as comparison
•Summarise the major findings of your report,
•Restate the major benefits and weaknesses...