Operations Management

Topics: Service system, Customer service, Cosmetics Pages: 8 (2700 words) Published: November 22, 2013
Fairynails Beauty Products and Services S.A.

Operations Management
Project Due Date: May 2nd 2011

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Table of contents
Table of contents ........................................................................................................................ 1 Introduction ................................................................................................................................ 2 Company Information ............................................................................................................ 2 Purpose of the Project ............................................................................................................ 2 Operations Analysis ................................................................................................................... 2 Market priorities, Major Trade-offs, Order Qualifier, Order winner ..................................... 2 Identify the key processes on which the service depends and create an “activity-system map” to show the way activities and strategies are interconnected ....................................... 3 “Facility based” or “Field based”? Draw conclusions ........................................................... 4 Position on the Service Matrix, draw working conclusions ................................................... 5 Comment on the service approach used. Is it the appropriate? Which are its advantages and disadvantages? Does the overall design support the service approach or not? .............. 5 Could the Fairy nails service system be characterized as a “Lean System”? Is the concept of Just-In-Time applicable here? In what sense is it? ........................................................... 6 Blueprint of the Fairy nails operation and identification of any existing or needed defect preventing (poka-yokes) and defect correcting mechanisms. Think in terms of the task, the customer and the environment ............................................................................................... 6 Fairy nails supply chain (from the suppliers and input resources needed up to the final delivery of the service to the customer). Are we dealing with a functional or an innovative service here? Is the supply chain accordingly organized? .................................................... 8 How does the system measure up against the seven characteristics of a well designed system from the system’s point of view as well as against the five characteristics of a well designed system from the customer’s point of view? ............................................................ 9 Does the service delivery system create experiences compatible with customer expectations? Is the company in need of consulting and where exactly? Is there any room for improvement? Suggestions offered ................................................................................. 9 Conclusion ................................................................................................................................ 10 References ................................................................................................................................ 11

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Introduction
Company Information
Fairy nails Beauty Products and Services S.A. is a product and service beauty care company established in 2006. Though it is fairly new in the Greek market and so close to the market economic crisis, it started its growth rapidly and in only five years it counts sixteen locations all over Greece and awaiting four more. Fairy nails is the first chain of beauty salons with a “walk in customer” philosophy, also known as “nail bars”; that means that the customers do not have to arrange their appointments prior to the visit to the salon, just stop by any time they wish. The idea behind the “nail bar” concept is that we currently live in very stressful times and we constantly change our programs due to new obligations that may come up out of the blue,...


References: Differentiation in marketing - Unique selling points and differentiated positions. (n.d.).
Global B2B Market Research - B2B International. Retrieved April 29, 2011, from
http://www.b2binternational.com/publications/white-papers/differentiation/
FAIRYNAILS Beauty Products and Services S.A. (n.d.). FAIRYNAILS-HOME PAGE.
FAIRYNAILS. Retrieved April 29, 2011, from http://www.fairynails.gr/en/profile.htm
Jacobs, F. R., Chase, R. B., & Aquilano, N. J. (20092008). Operations and supply
management (12th ed., international student ed.). Boston, Mass.: McGrawHill/Irwin.
Murdick, R. G., Render, B., & Russell, R. S. (1990). Service operations management. Boston:
Allyn and Bacon.
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