Operations Management Report
INDIVIDUAL ASSIGNMENT
STUDENT ID: s2837070
NAME: PETER BANDA
COURSE CODE: 7201HSL
COURSE: OPERATIONS MANAGEMENT.
ASSIGNMENT TYPE: FINAL REPORT
DUE DATE: 3RD MAY, 2013
ENROLMENT: INTERNAL
CAMPUS: GOLD COAST
| |
COURSE CONVENOR: DR. AISHATH SHAKEELA
WORD COUNT: 1555
Table of Contents
1.0 Executive Summary 3
2.0 Brief description of business and context-Movie World Theme Park 3
3.0 Identification and analysis of Operations Management challenge-Long queues 4
4.0 Possible solutions to the challenge 5
5.0 Conclusion/Recommendations 6
References 8
1.0 Executive Summary
This paper is a report of a critical evaluation of the operations at Movie World Theme Park and analyses how some aspects of selected functions of the business affect the overall guest satisfaction. The report sets out by giving a brief background of the selected business as well as the context of the discussion. It outlines the findings of an observation made on Saturday, 30th March, 2013 which established that long queues are a common occurrence at Movie World theme park particularly during peak times. The report will examine the body of knowledge in the existing literature with regard to queuing at theme parks and how it affects guest satisfaction, it will then suggest possible solutions, drawing from the literature review and then provide an evaluation of the alternative solutions as well as recommend appropriate methods for the resolution of the queuing challenges at Movie World Theme park. The report concludes by reiterating the importance of effective queue management and its potential to reduce the level of moment of truth, a factor which is very critical to guest satisfaction.
2.0 Brief description of business
STUDENT ID: s2837070
NAME: PETER BANDA
COURSE CODE: 7201HSL
COURSE: OPERATIONS MANAGEMENT.
ASSIGNMENT TYPE: FINAL REPORT
DUE DATE: 3RD MAY, 2013
ENROLMENT: INTERNAL
CAMPUS: GOLD COAST
| |
COURSE CONVENOR: DR. AISHATH SHAKEELA
WORD COUNT: 1555
Table of Contents
1.0 Executive Summary 3
2.0 Brief description of business and context-Movie World Theme Park 3
3.0 Identification and analysis of Operations Management challenge-Long queues 4
4.0 Possible solutions to the challenge 5
5.0 Conclusion/Recommendations 6
References 8
1.0 Executive Summary
This paper is a report of a critical evaluation of the operations at Movie World Theme Park and analyses how some aspects of selected functions of the business affect the overall guest satisfaction. The report sets out by giving a brief background of the selected business as well as the context of the discussion. It outlines the findings of an observation made on Saturday, 30th March, 2013 which established that long queues are a common occurrence at Movie World theme park particularly during peak times. The report will examine the body of knowledge in the existing literature with regard to queuing at theme parks and how it affects guest satisfaction, it will then suggest possible solutions, drawing from the literature review and then provide an evaluation of the alternative solutions as well as recommend appropriate methods for the resolution of the queuing challenges at Movie World Theme park. The report concludes by reiterating the importance of effective queue management and its potential to reduce the level of moment of truth, a factor which is very critical to guest satisfaction.
2.0 Brief description of business
References: Cope, R. F., Cope III, R. F., Bass, A. N., & Syrdal H. A. (2011). Innovative knowledge management at Disney: Human capital and queuing solutions for services. Journal of Service Science, 4(1), 13 Davis, M. M., & Heineke, J.(1994). Understanding the roles of the customer and the operation for better queue management. International Journal of Operations & Production Management, 14(5), 21-34. doi:10.1108/01443579410056777 Desai, S. S., & Hunsucker, J. L. (2008). A sensitivity analysis tool for improving the capacity of amusement rides. Journal of Simulation, 2(2), 117-126, doi:10.1057/jos.2008.3 Heung, V.C.S., Tsang,N., & Chang, M.(2009). Queuing behaviour in theme parks: a comparison between Chinese and Western tourists. Journal of China Tourism Research, 5(1), 41-51 http://dx.doi.org/10.1080/19388160802711394 Kostami, V., & Ward, A.R.(2009).Managing service systems with an offline waiting option and customer abandonment. Manufacturing and Service Operations management, 11(4), 644-656. Little, J.D.C. (2011). Little’s Law as viewed on its 50th anniversary. Operations Research, 59(3), 536-549 Norman, D.A.(2009). Designing waits that work. MIT Sloan Management Review, 50(4), 23-28