Deliverable 7 - Operations Manager Toolkit

docx

School

Rasmussen College *

*We aren’t endorsed by this school

Course

3504CBE

Subject

Management

Date

Jan 9, 2024

Type

docx

Pages

Uploaded by xobrittany89ox

1 Deliverable 7 - Operations Manager Toolkit Rasmussen University MAN3504CBE Operations Management Dr. Margaret Gary January 2, 2024

2 Deliverable 7 - Operations Manager Toolkit Leadership Development Operations Manager leadership focuses on their impact on interconnected segments of the business, risk mitigation, and motivation of human resources. Operations Managers who demonstrate a transformational leadership style will work to elevate employees' interest, awareness, and involvement in reaching company goals. As Bass (1990) relates traits of charisma, inspiration, intellectual stimulation, and individualized consideration to a transformational leader. Operations Managers who focus on coaching their team and help foster personal growth in each individual, innovation, and efficient team collaboration. Organizational Leadership Styles There are several types of leadership styles that exist; situational leaders do not conform to one way of leading. Instead, the situational leader makes decisions based on what is happening within the organization and their feelings for the specific follower. Servant leaders live to serve because they want to make the lives of others better, leave a positive imprint on the organization they serve, and make the world a better place. Participative leaders seek input from all team members, whether subordinate or peer, before making decisions. Transactional leaders lead with a transactional style look at supervision, organization, and group performance; and seek team member compliance through both rewards and punishments. Transformational leaders work to create an organizational vision to create change through inspiration. (Gary, Engeswick, & Templeton, 2023) Domestic and International Sourcing When determining a company's strategic plan for sourcing products and services, evaluations must be done to consider options in both domestic and international sourcing options to ensure the

3 company is getting the most value out of its relationships. Strategies should be creative and innovative while the execution should be both effective and efficient. Quick and effective feedback will enhance monitoring and evaluation and facilitate successful strategy implementation. Organizations should be customer-oriented to deal with competition and, hence, proper strategy formulation and implementation. (Kabeyi, 2019). To consider sourcing plans domestically vs. internationally, one must first understand the differences and considerations for both plans by thoroughly analyzing both domestic and international sourcing plans. Success relies on building strong supply chain relationships, transparency, and quality controls. It is essential to carefully consider product specifications and customer needs before sourcing domestically or internationally. Exceptional Customer Experience Exceptional Customer Experience can be subjective but is reached when a company focuses on enhancing customer service strategies and promoting employee engagement to achieve exceptional customer satisfaction and retention. Customer experience encompasses every aspect of a company’s offering—the quality of customer care, of course, but also advertising, packaging, product and service features, ease of use, and reliability. (Meyer & Schwager 2007). A company that invests in developing employees to reach exceptional customer service goals and demonstrates a unified high standard for each customer interaction will have the best customer retention and satisfaction prospects. According to Meyer & Schwager, “Customer experience is the internal and subjective response customers have to any direct or indirect contact with a company. Direct contact generally occurs in the course of purchase, use, and service and is usually initiated by the customer. Indirect contact most often involves unplanned encounters with representations of a company’s products, services, or brands and takes the form of word-of-mouth recommendations or criticisms, advertising, news reports, reviews, and so forth.” (Meyer & Schwager, 2007). One negative customer experience could be damaging to a company’s reputation,

Your preview ends here

Eager to read complete document? Join bartleby learn and gain access to the full version

Access to all documents
Unlimited textbook solutions
24/7 expert homework help

4 especially in our technology-driven world. Engaging employees to influence customers with a positive perception of the company, which leads to positive word of mouth, is essential. Because corporate reputations and, in turn, bottom-line business results, now depend on a corporation’s ability to build strong relationships with customers and employees, quantifying the power vested in employee engagement and customer loyalty is the new business imperative. (Gonring 2008). Focusing on enhancing customer service strategies and promoting employee engagement to achieve exceptional customer satisfaction and retention would be a priority. Investing in employee development and supporting high standards in customer interactions leads to positive customer experiences through gathering qualitative feedback from customer surveys and ratings of interactions. A "service excellence" team, comprising various managers and a training specialist, would analyze survey responses, identify training gaps, and work towards continuous improvement. Additionally, establishing effective metrics using customer profitability, satisfaction, response rates, and wait times would provide a comprehensive understanding of customer service efficacy. Operational Project Plan A successful operational project plan should be developed by first analyzing data collected through internal measurement tools; organizations can identify areas for improvement, track performance against benchmarks, and make informed decisions to enhance employee satisfaction, quality control, performance, and training effectiveness. These types of metrics include the ability to meet designated deadlines and avoid scope creep. This could be accomplished through meeting with your team to develop a plan of action and outline each action, responsible parties, and deadlines for deliverables. Additionally, considering risk management which is a realistic analysis of uncertainty and results in a strategy that minimizes the impact of these uncertainties ( Heizer et al., 2019). The risk management plan should outline potential risks, impact levels, and mitigation strategies for a project.

6 Quality Measures used in operational design Quality measures within an organization are defined as the actions and procedures undertaken by a company or organization to ensure the delivery of a high-quality service or product (Barros, Sampaio, & Saraiva 2014). These measures allow a company to determine areas for improvement, monitor overall performance, and ensure that the desired quality standards are met. A journal by Tuner emphasizes the significance of employee empowerment in enhancing the quality management process and achieving better quality outcomes. ( Turner, & Brown, 2020). Leadership of the human capital within an organization is of significant importance to quality outcomes as empowered people create engaged problem-solving, promote involvement in quality activities, and collaborate among the team which helps improvement. Known quality measures this could improve are scrap rates/ right first-time goals, customer and employee satisfaction, productivity rates, improved cycle times, etc. Forecasting System Design Strategic forecasting helps organizations in production planning by providing insights into future demand. This helps efficiently allocate resources, inventory management, and supply chain optimization, leading to improved customer satisfaction and organizational performance. Forecasting is the operational ability to estimate outcomes based on available information, including statistical data or historical lessons. Forecasting aims to make decisions based on objective information and eliminate emotions (Gary et al., 2023). There are seven steps to take when forecasting. There are seven steps to take when forecasting: (1) determine the use of the forecast, (2) Select the items to forecast, (3) Determine the time horizon of the forecast, (4) Select forecasting model(s), (5) Gather data needed to make the forecast, (6) Make the forecast, (7) Validate and implement the results. (Gary, 2023). Some challenges arise with forecasting, such as uncertainty, labor fluctuations, or lack of experience. If forecasting is incorrect, there could be negative effects such as the potential for tighter financial

Your preview ends here

Eager to read complete document? Join bartleby learn and gain access to the full version

Access to all documents
Unlimited textbook solutions
24/7 expert homework help

7 controls, project delays or cancellations, layoffs due to overstaffing, or underproducing finished goods. Strategic Forecasting is an essential tool for businesses to determine what their future production will look like and what resources will be needed to accomplish these forecasts. Operations Manager Toolkit summary This Operations Manager Toolkit provided an overview of various aspects of operations management, including organizational leadership styles and development, sourcing strategies, customer experience, project planning, quality measures used in operational design, and forecasting system design. Regarding sourcing, the toolkit highlights the need for creative and efficient strategies, considering both domestic and international options. Exceptional customer experience is a priority, emphasizing enhancing customer service strategies and promoting employee engagement. The toolkit emphasizes the importance of data analysis, risk management, and effective project planning. It highlights the significance of meeting deadlines, ensuring quality control, and mitigating risks. Quality measures are crucial to operational design, ensuring the delivery of high-quality products or services. Employee empowerment is linked to better quality outcomes. Strategic forecasting is vital in production planning, resource allocation, and supply chain optimization. Overall, the Operations Manager Toolkit provides a comprehensive overview of various aspects of operations management and highlights the importance of effective leadership, customer experience, project planning, quality control, and forecasting in driving organizational performance.

8 References Barros, S. A., Sampaio, P., & Saraiva, P. (2014). Quality management principles and practices impact on the companies' quality performance. (Gary, M. (2023). Operations Management [Module 06 Forecasting Strategy Live Lecture]. Rasmussen Ultra Course. learning.rasmussen.edu/ultra/courses Gary, M., Engeswick, N., & Templeton, R. (2023). Operations Management [Module 01 Leadership – More than a Title]. Rasmussen Ultra Course. learning.rasmussen.edu/ultra/courses Gonring, M. P. (2008). Customer loyalty and employee engagement: an alignment for value. Journal of Business Strategy, 29(4), 29-40. Heizer, J., Render, B., & Munson, C. (2019). Operations Management (13th ed.). Pearson Education (US). https://ambassadored.vitalsource.com/books/9780135202722 Kabeyi, Moses. (2019). Organizational strategic planning, implementation and evaluation with analysis of challenges and benefits for profit and nonprofit organizations. International Journal of Applied Research and Studies. 5. 27-32. 10.22271/allresearch.2019.v5.i6a.5870. Meyer, C., & Schwager, A. (2007). Understanding customer experience. Harvard business review, 85(2), 116. Turner, H. R., & Brown, A. L. (2020). Enhancing Quality Management through Employee Empowerment: A Longitudinal Analysis. Journal of Quality Technology , 52(3), 214-229.

Deliverable 7 - Operations Manager Toolkit

Related Documents