What is operations management? What is the importance of operations management? Operations management can be defined as the process that deals with the production of goods and services (Schroeder, Goldstein and Rungtusanatham, 2011). Operations management has always been an important aspect in the manufacturing industry; however times are changing and the role of operations management in the services industry such as hotels, restaurants, banks and retail stores is becoming increasingly important. Operations managers in the services industry are responsible for producing and delivering the supply of services just as much as the manufacturing industry produces and delivers the supply of goods (Schroeder, Goldstein and Rungtusanatham, 2011).
The objective of the research was to gain an insight and an understanding of the operations of a service organisation in Port Elizabeth. The Radisson Blu Hotel in Port Elizabeth was selected in which to conduct the research in order to determine the effectiveness of the practical operations of the Radisson Blu, by looking at the following four topics namely, the design of the product or service package, scheduling, improvement and quality control.
A two-fold research method was implemented to reach the objective. A study of available literature sources pertaining to the four topics in operations management was undertaken. The second part was an empirical study conducted by means of interviewing the General Manager of the Radisson Blu Hotel in Port Elizabeth as well as observing, measuring and collecting data about the operations of the Radisson Blu.
This research project presented no difficulties whatsoever. Sufficient secondary literature sources were available, and the General Manager interviewed gave his full support and co-operation.
Following this will be a literature overview of operations management focusing on the four topics, design of product or service package, scheduling and quality control. This