- This TMA is based on the case study “Operations objectives at the Penang Mutiara”.
This case study is found on:
Pages 64-65 -- 7th edition, Operations Management, Slack
Pages 70-71 -- 8th edition, Operations Management, Slack
You are required to thoroughly read the case study prior to answering all the following questions.
Question 1 (50 marks, 400 words)
Describe how you think the hotel’s management will make sure that the way it manages the hotel is appropriate to the way it competes for business.
How could the hotel management implement any changes in strategy? Support your answer with examples.
Question 2 (50 marks, 400 words)
The case study describes how quality, speed, dependability, flexibility and cost impact on the hotel’s external customers. Explain what each of these performance objectives means at Penang Mutiara Hotel, and then explain how the relationship between some of these objectives has internal benefits.
