BM4362: Analyse the relationship between company’s mission, vision and service objective(s): Service Operations & Innovation, ICA Assignment, NYP

Section 1 Project Outline

This Assignment constitutes 30% of the overall assessment for the learning unit, BM4362 Service Operations & Innovation. The assignment covers topics on Introductory components to Service Operations & Innovation and Service Strategy. It is designed to give learners a first-hand experience of applying the
knowledge attained in the topics above to evaluate the operation objectives of a company of their choice. Learners will submit an individual assignment including any supporting appendices on their research, analysis and findings.

Section 2 Learning Outcomes

After the completion of this project, learners will be able to:
1. Analyse the relationship between company’s mission, vision and service objective(s) and the decision-making process of an operations manager.
2. Analyse the dynamics of factors in the internal and external environments that could affect the service operations of an organisation.
3. Identify and explain the service process type utilised by the chosen organisation.
4. Recommend improvements to the service operations that are aligned to the service strategy

Section 3 Requirements

Based on ONE service organisation that you have had previous encounters with – you may have worked there before or have experienced its service transaction – you are to reflect on the complexity of managing the said service organisation and the impacts that it experience from both the internal and external environment. Proposed service organisation as follows:

Please consult your tutor if the organisation you intend to analyse fall outside of the above categories.
Note: Organisation which adopts a fully on-line service concept is NOT

ALLOWED.
You are required to:

a.  Provide an introduction of the organisation, clearly stating the mission, vision and service objectives (if any). Discuss the role of an operations manager in ensuring that the organisation’s mission, vision, and service objectives (if any) is aligned with the requirements of its customer base and provide at least ONE (1) example of strategy or initiative where the operations manager can implement to bridge the gap or enhance alignment between the organisation’s mission, vision, and service objectives (if any) and customer requirements.

b. Demonstrate your understanding of the impact of environmental factors have from the perspective of the operations manager.

i) Choose any TWO (2) internal environmental factors (choose from: Corporate
culture, Management’s desire for quality, Information system & flow, Finance
standing) and analyse their impact on operations management. For each
selected internal factor, suggest at least ONE (1) operational implementation
to address its influence on operations management.
ii) Choose any TWO (2) external environmental factors (choose from: Economic, Political/Legal, Social, Environmental, Technological) and analyse their impact on operations management. For each selected external factor, propose at least ONE (1) operational implementation to manage its effects on operations management.

c. Demonstrate your understanding of service strategy deployed by the organisation to gain a competitive advantage:

(i) Identify and critic the choice of service strategy used by the organisation – Cost Leadership, Differentiation and/or Focused strategy. Share your understanding and analysis of the strategy used on whether the optimal strategy is chosen and if it effectively creates competitive advantage(s) for the organisation.
(ii) Identify ONE (1) factor which could potentially erode the organisation’s
competitive advantage (choose from factors: Imitation, Substitution, Resource
Mobilisation, and Resource Paralysis) and discuss how the operations manager can effectively manage this factor.

d. Identify the dominant process type adopted by the chosen organisation based on Silvestro’s classification. Provide at least TWO (2) examples or evidence from the organisation to support your identification of the dominant process type. Explain how the identified process type aligns with the organisation’s service operations.

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