Contents

• This report is based on the following requirement -
• The manufacturing/service process design is based on a considerable number of different variables and represents, in essence, a number of trade-offs. Depending on the nature of the business, the nature of the product, and the nature of the market place, the chosen process design will obviously be different.
• A) By taking as an example a product or a service from an industry that you are familiar with, critically discuss the main factors that influence the manufacturing/service process design.
• (70% of the mark)
• B) By utilising your example above please analyse how implementation of Lean Principles may assist the Operations Manager/Manageress in optimising efficiencies while minimising cost and improving customer service levels.
• (30% of the mark)

Description

Operations management focuses on managing the processes to produce and deliver products and services. The service process design includes the activities of planning and organizing people and resources. The service process design enables the organization to effectively use the available resources and deliver quality services to the target customers. In service industry the organizations need to have a customer-centric approach as it provides intangible benefits to the customer and the satisfaction levels differ from customer to customer. Fast food restaurant is one of the services, which requires the restaurants to consider the various aspects such as line of interaction, visibility, task allocation, customization and service quality while designing the service process, which enables it to achieve increased customer satisfaction. The lean principles are found to further enhance customer satisfaction by focusing on creating increased value to the customers by eliminating unwanted processes and reducing wastages. Using the lean principles in fast food restaurants will enable them to reduce wastages, manage inventory effectively and increase the delivery time of the order placed by the customers by automating some of the processes and utilizing the resources effectively.