Contents
- 1. Introduction 2
- 2. Operations Management 3
- 3. Virgin Media 4
- 3.1. Customer Service – Work-force Scheduling --- Introduction to the problem 7
- 3.2. Process Map and Explanation 8
- 4. Relevant Operations Theory 12
- 4.1. Forecasting 12
- 4.2. Scheduling 14
- 4.3. Total Quality Management (TQM) 15
- 5. Relating Theory and Practice – The Case of Virgin Media 16
- 5.1. Forecasting 16
- 5.2. Scheduling 17
- 5.3. Total Quality Management 18
- 6. Need for Quality Customer Service and the Impact of Operations Theories 18
- 7. Recommendations 19
- 8. Conclusion 20
- 9. References 21
Description
This paper provides solution to the following question –
Choose an operations management problem relating to an organisation with which you are familiar and undertake a critical review. This should include:
1. an introduction to the problem and its relationship to operations practice in the organisation;
2. an explanation of the process(es) under consideration (ideally incorporating some form of process map)
3. a discussion of relevant Operations theory (make sure that you consider other theory as well as TQM, and that you demonstrate a critical approach to the theory);
4. a comparison of the theory with the practice;
5. consideration of changes which will improve quality and/or customer focus; and
6. recommendations as to how the process(es) could be improved.