Operation Management
KAIZEN SCHOOL OF BUSINESS MANAGEMENT
MARKS: 80 COURSE: _______ SUBJECT: OPERATION MANAGEMENT N.B: 1} Attempt all the questions 2} All Questions Carries Equal Marks
Name:___________________
Reference Number: ________________
Case – 1 OM IN SNACKS Let’s say that you decided to go for some snacks with your friends. Among many options, you can go to a roadside thela (cart), a snack joint like are Udipi restaurant or some restaurant which serves many things including full meals, to name few of those choices. While enjoying the delicious snacks, observe the following from the point of view of understanding operations? • Where are they located? What kind of customers they intend to serve? • Do they serve you while you are standing or do they first seat you? How big is their seating capacity? • How do they take orders? • What is the process of communicating your orders to the others working in the outlet so that you can be served? • Are the items prepared after taking your order or are they already prepared? • Do they allow any customization in your order or is it one standard order? •Do they take large orders for, say, parties? • What parts of their processes are visible to you? • How do they handle any quality issues which might prop up? • Are employees doing skilled work? What kind of job allocation is visible to you? • What is the extent of automation? What work is being done manually? What is automated? • After completing your meals, what is the process of clearing the table? What could be to motivation behind designing such a process? Do the same kind of operational comparisons for different grocery stores, movie theaters. Car service centers, banks, etc., and see if their operational design gels with the kind of customers they want to serve.
Case – 2 ARVIND EYE CARE SYSTEM Dr. Govinda Venkataswamy (fondly called Dr. V) founded the Aravind Eye Hospitals in 1976 with an 11-bed facility in Madural, which performed all types of eye surgeries. Its goal was
MARKS: 80 COURSE: _______ SUBJECT: OPERATION MANAGEMENT N.B: 1} Attempt all the questions 2} All Questions Carries Equal Marks
Name:___________________
Reference Number: ________________
Case – 1 OM IN SNACKS Let’s say that you decided to go for some snacks with your friends. Among many options, you can go to a roadside thela (cart), a snack joint like are Udipi restaurant or some restaurant which serves many things including full meals, to name few of those choices. While enjoying the delicious snacks, observe the following from the point of view of understanding operations? • Where are they located? What kind of customers they intend to serve? • Do they serve you while you are standing or do they first seat you? How big is their seating capacity? • How do they take orders? • What is the process of communicating your orders to the others working in the outlet so that you can be served? • Are the items prepared after taking your order or are they already prepared? • Do they allow any customization in your order or is it one standard order? •Do they take large orders for, say, parties? • What parts of their processes are visible to you? • How do they handle any quality issues which might prop up? • Are employees doing skilled work? What kind of job allocation is visible to you? • What is the extent of automation? What work is being done manually? What is automated? • After completing your meals, what is the process of clearing the table? What could be to motivation behind designing such a process? Do the same kind of operational comparisons for different grocery stores, movie theaters. Car service centers, banks, etc., and see if their operational design gels with the kind of customers they want to serve.
Case – 2 ARVIND EYE CARE SYSTEM Dr. Govinda Venkataswamy (fondly called Dr. V) founded the Aravind Eye Hospitals in 1976 with an 11-bed facility in Madural, which performed all types of eye surgeries. Its goal was