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Operations Management: Assignment 2

This document outlines an operations management assignment for an MBA course. It has two parts. Part 1 asks students to create a flow chart of the sales process in a familiar supermarket. Part 2 describes a situation of a car repair company experiencing customer dissatisfaction due to long wait times, rude staff, poor workmanship, and high costs. Students are asked to analyze the situation, identify any additional information needed, and make suggestions in a 300-word working paper to improve the company's systems and operations.

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SoorajKrishnan
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317 views

Operations Management: Assignment 2

This document outlines an operations management assignment for an MBA course. It has two parts. Part 1 asks students to create a flow chart of the sales process in a familiar supermarket. Part 2 describes a situation of a car repair company experiencing customer dissatisfaction due to long wait times, rude staff, poor workmanship, and high costs. Students are asked to analyze the situation, identify any additional information needed, and make suggestions in a 300-word working paper to improve the company's systems and operations.

Uploaded by

SoorajKrishnan
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
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14.11.

2019

MBA B (2019-21) - Sem. II

OPERATIONS MANAGEMENT
Assignment 2
________________________________________________________________________

Part 1 5 Marks

Prepare a flow chart (process map) of sales procedure in a Supermarket you are
familiar with and analyze the process

________________________________________________________________________

Part 2

Consider the following situation:


You have been asked to look into the operations of a company
which is in the business of repairing and overhauling automobiles. Current practices
have led to an extreme amount of customer dissatisfaction due to very high waiting
time, discourteous behaviour of workforce with the clients, poor quality of
workmanship and high cost of repairing automobiles. As a result the customers have
started getting their services elsewhere. The owner is very keen to improve the
situation but he finds that his people are not motivated by a spirit of service basically
because of poor wages and indifferent supervision. This operation is located in an
environmentally alert community and they have also been complaining to the local
municipal authorities that the nasty way in which operations are handled and waste
water disposed off, is causing lot of inconvenience in the locality. The owner-
manager wants your help in improving the effectiveness of systems operations.

How will you analyze the situation? What further information


you may need? Prepare a short working paper outlining your suggestions to improve
the systems operations.

Note:
1. Answers need not be more than 300 words.
2. Submission date : On or Before 18 Jan, 2019

Simon Jacob C
Course Facilitator

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