Operations Management
13th Edition
ISBN: 9780135173626
Author: HEIZER, Jay, RENDER, Barry, Munson, Chuck
Publisher: Pearson,
expand_more
expand_more
format_list_bulleted
Question
Chapter 6, Problem 3.4VC
Summary Introduction
Case summary:
20 years ago, C Cruises decided to create its niche in the premium cruise market and emphasized its focus on quality. In the hotel and cruise industries quality can be hard to quantify since it is a mix of products and services. C ensured that it created the right blend of elements to create a unique customer experience. As a result, C was awarded the “best premium cruise line” award several times.
Since its target audience is savvy customers, C is constantly working on improving its quality. Crew-to-guest ratio is 1:2 as per the norm and employees are instructed to always be courteous and formal with guests. Employees usually work an intense
Food also is a very important aspect of the cruise experience, and the number one reason clients return. Everything served onboard is prepared from scratch and about 200 people work in the kitchens. Kitchen processes are well planned and historical data is used to
At the end of every cruise, guests are provided with online survey. C has a remarkably high completion rate of 85%. The objective of the survey is not only feedback but also to be used as a branding tool. C has consistently received a high ranking in most of the scores calculated based on client feedback.
To determine: If on 2 successive cruises, C receives NPS scores of: Trip 1 – 78% “advocates”, 4% “neutrals”, 18% “detractors”, and Trip 2 – 70% “advocates”, 20% “neutrals”, 10% “detractors”, which score is better and why?
Expert Solution & Answer
Want to see the full answer?
Check out a sample textbook solution
Students have asked these similar questions
1) View the video Service Processing at BuyCostumes (10.41 minutes, Ctrl+Click on the link); what are your key takeaways (tie to one or more of the topics discussed in Chapter 3) after watching this video. (viddler.com/embed/a6b7054c)
Note: As a rough guideline, please try to keep the written submission to one or two paragraphs.
2) Orkhon Foods makes hand-held pies (among other products). The firm’s weekly sales of hand-held pies over the past seven weeks are given in the table. The firm’s operations manager, Amarjargal, wants to forecast sales for week 8.
Weeks
Sales of hand-held pies(000s)
1
19
2
18
3
17
4
20
5
18
6
22
7
20
Forecast the week 8 sales using the following approaches:
a) Naïve approach
b) 5-month moving average
c) 3-month weighted moving average using the following weights: 0.50 for week 7, 0.30 for week 6, and 0.20 for week 5.
d) Exponential smoothing using a smoothing constant of 0.30, assume a week 2…
What area of emotional intelligence refers to the ability to manage your emotions, particularly in stressful situations, and maintain a positive outlook despite setbacks?
relationship management
self awareness
social awareness
self management
What area of emotional intelligence refers to the ability to manage your emotions, particularly in stressful situations, and maintain a positive outlook despite setbacks?
relationship management
self awareness
social awareness
self management
Chapter 6 Solutions
Operations Management
Ch. 6.S - Prob. 1DQCh. 6.S - Define in statistical control.Ch. 6.S - Prob. 3DQCh. 6.S - Prob. 4DQCh. 6.S - Prob. 5DQCh. 6.S - Prob. 6DQCh. 6.S - Prob. 7DQCh. 6.S - Prob. 8DQCh. 6.S - Prob. 9DQCh. 6.S - Prob. 10DQ
Ch. 6.S - Prob. 11DQCh. 6.S - Prob. 12DQCh. 6.S - Prob. 13DQCh. 6.S - Prob. 14DQCh. 6.S - Prob. 15DQCh. 6.S - Prob. 16DQCh. 6.S - Prob. 17DQCh. 6.S - What does the formula L = D2C mean?Ch. 6.S - Prob. 19DQCh. 6.S - An avant-garde clothing manufacturer runs a series...Ch. 6.S - Prob. 2PCh. 6.S - Prob. 3PCh. 6.S - Prob. 4PCh. 6.S - Kathleen McFaddens restaurant in Boston has...Ch. 6.S - Develop a flowchart [as in Figure 6.6 (e) and...Ch. 6.S - Prob. 7PCh. 6.S - Prob. 8PCh. 6.S - Prob. 9PCh. 6.S - Prob. 10PCh. 6.S - Prob. 11PCh. 6.S - Prob. 12PCh. 6.S - Prob. 13PCh. 6.S - Prob. 14PCh. 6.S - Prob. 15PCh. 6.S - Prob. 16PCh. 6.S - Prob. 17PCh. 6.S - Prob. 18PCh. 6.S - Prob. 19PCh. 6.S - Prob. 20PCh. 6.S - Prob. 21PCh. 6.S - Prob. 22PCh. 6.S - Prob. 23PCh. 6.S - Prob. 24PCh. 6.S - Prob. 25PCh. 6.S - Prob. 40PCh. 6.S - Prob. 41PCh. 6.S - Prob. 42PCh. 6.S - Prob. 43PCh. 6.S - Prob. 44PCh. 6.S - Prob. 45PCh. 6.S - Prob. 51PCh. 6.S - Prob. 52PCh. 6.S - Prob. 28PCh. 6.S - Prob. 29PCh. 6.S - Prob. 30PCh. 6.S - Prob. 32PCh. 6.S - Prob. 33PCh. 6.S - Prob. 34PCh. 6.S - Prob. 35PCh. 6.S - Prob. 36PCh. 6.S - Prob. 37PCh. 6.S - Prob. 39PCh. 6.S - Prob. 46PCh. 6.S - Prob. 48PCh. 6.S - Prob. 49PCh. 6.S - Prob. 50PCh. 6.S - Prob. 53PCh. 6.S - Prob. 54PCh. 6.S - Prob. 55PCh. 6.S - Prob. 1CSCh. 6.S - Prob. 2CSCh. 6.S - Prob. 1.1VCCh. 6.S - Prob. 1.2VCCh. 6.S - Prob. 1.3VCCh. 6.S - Prob. 2.1VCCh. 6.S - Prob. 2.2VCCh. 6.S - Prob. 2.3VCCh. 6.S - Prob. 2.4VCCh. 6 - Prob. 1EDCh. 6 - Prob. 1DQCh. 6 - Prob. 2DQCh. 6 - Prob. 3DQCh. 6 - Prob. 4DQCh. 6 - Prob. 5DQCh. 6 - Prob. 6DQCh. 6 - Prob. 7DQCh. 6 - Prob. 8DQCh. 6 - Prob. 9DQCh. 6 - Prob. 10DQCh. 6 - Prob. 11DQCh. 6 - Prob. 12DQCh. 6 - Prob. 13DQCh. 6 - Prob. 14DQCh. 6 - Prob. 15DQCh. 6 - Prob. 16DQCh. 6 - Prob. 17DQCh. 6 - Prob. 18DQCh. 6 - An avant-garde clothing manufacturer runs a series...Ch. 6 - Prob. 2PCh. 6 - Prob. 3PCh. 6 - Prob. 4PCh. 6 - Kathleen McFaddens restaurant in Boston has...Ch. 6 - Develop a flowchart [as in Figure 6.6 (e) and...Ch. 6 - Prob. 7PCh. 6 - Prob. 8PCh. 6 - Prob. 9PCh. 6 - Prob. 10PCh. 6 - Prob. 11PCh. 6 - Prob. 12PCh. 6 - Prob. 13PCh. 6 - Prob. 14PCh. 6 - Prob. 15PCh. 6 - Prob. 16PCh. 6 - Prob. 17PCh. 6 - Prob. 18PCh. 6 - Prob. 19PCh. 6 - Prob. 20PCh. 6 - Prob. 21PCh. 6 - Prob. 1CSCh. 6 - How could the survey have been more useful?Ch. 6 - Prob. 3CSCh. 6 - Prob. 1.1VCCh. 6 - Prob. 1.2VCCh. 6 - Prob. 1.3VCCh. 6 - Prob. 1.4VCCh. 6 - Prob. 2.1VCCh. 6 - Prob. 2.2VCCh. 6 - Prob. 2.3VCCh. 6 - Prob. 2.4VCCh. 6 - Prob. 3.1VCCh. 6 - Prob. 3.2VCCh. 6 - Prob. 3.3VCCh. 6 - Prob. 3.4VCCh. 6 - Prob. 3.5VC
Knowledge Booster
Similar questions
- This area of emotional intelligence describes your ability to not only understand your strengths and weaknesses but to recognize your emotions and their effect on you and your team’s performance self management self awareness relationship management social awarenessarrow_forwardEmotional intelligence is defined as the ability to understand and manage your emotions, as well as recognize and influence the emotions of those around you. True Falsearrow_forwardAt the Ford automobile Highland plant, assume the one-millionth vehicle was produced in 1916 at a cost of $8084 (in 2013 US$), by how much did the Ford company reduce his cost with each doubling of cumulative output from 1916 to 1927?arrow_forward
- At the Ford automobile Highland plant,in 1913, how long did the average worker stay with the plant and what was the average tenure of a worker?arrow_forwardCommunity Federal Bank in Dothan, Alabama, recently increased its fees to customers who use employees as tellers. Management is interested in whether its new tee policy has increased the number of customers now using its automatic teller machines to that point that more machines are required. The following table provides the number of automatic teller transactions by week. Use trend projection with regression to forecast usage for weeks 13-16.arrow_forwardDavison Electronics manufactures three LED television monitors, identified as Model A, Model B, and Model C. Davison Electronics four manufacturing plants. Each model has its lowest possible production cost when produced at Plant 1. However, Plant 1 does not have the capacity to handle the total production of all three models. As a result, at least some of the production must be routed to the other manufacturing plants. The following table shows the minimum production requirements for next month, the plant capacities in units per month, and the production cost per unit at each plant: Model Production Cost per Unit Minimum Production Requirements Plant 1 Plant 2 Plant 3 Plant 4 A $25 $28 $37 $34 48,000 B $26 $35 $36 $41 75,000 C $20 $31 $26 $23 60,000 Production Capacity 65,000 50,000 32,000 43,000 Davison’s objective is to determine the cost-minimizing production planarrow_forward
- Anecdotally, entrepreneurs frequently encounter two critical dilemmas in managing human resources: the timing of hiring and the decision regarding hiring a generalist versus a specialist for their growing venture. Deciding when to expand a team is crucial, as premature hiring (i.e., hiring too soon) can strain resources, while delayed hiring (i.e., hiring too late) might hinder growth opportunities. Moreover, the choice between hiring a generalist or a specialist depends on the specific needs and stage of the venture, with each option presenting distinct advantages and challenges. To address these issues, a management scholar seeks to identify the factors shaping the hiring cycle throughout the entrepreneurial journey and to understand the criteria for choosing between generalists and specialists at various stages of a venture. The scholar has assembled a sample of 20 experienced South African entrepreneurs who have encountered both failure and success in the financial technology…arrow_forward3. [25 pts.] Four projects are available for investment. The projects require the cash flows and yield the net present values (NPV) (in millions) shown in the following table. Project id. 1 2 Cash outflow at time 0 (million Lira) 8 8 NPV (million Lira) 12 11 3 4 6 5 8 6 If 20 million Lira is available for investment at time 0, find the investment plan that maximizes NPV. All investments are required to be 0 or 1 (fractional investment values are not permitted). a. Formulate the mathematical model. (Write the decision variables, objective function and the constraints.) [10 pts.] b. Find the optimal solution by using Branch and Bound method (Draw the branch and bound tree clearly, write also lower bounds(LB)) (Left branches x=0, right branches x =1) [15 pts.].arrow_forwardexamine the production concept and operations management, what are the key steps required to achieve success? Be specific in your response.arrow_forward
- Produce a 3000 report with references on one international organization of your choice and Address the following: Provide a brief introduction of the organisation and sector it operates in, including its mission and vision statements, its core values, a summary of its financial performance and a general overview of the business’s operational activities. From the relevant literature explain the Total Quality Management (TQM) processes the chosen organization follows and identify one quality challenge/issue that the organization faced or is currently facing. Explain how the organization managed/or still managing the particular quality challenge/issue. Critically analyze whether the organization failed or succeeded in achieving and maintaining quality performance. Provide a few critical recommendations for business managers in order to highlight the importance of Total Quality Management (TQM) within an organization.arrow_forward問題2 Production system design involves determining the arrangement of workstations and the... O allocation of resources to workstations design of the process O production schedule all of the abovearrow_forwardElaborate on the need for and the benefits of an effective supply chain management (SCM) system in the context of a globalized and networked economy. In your answer, explain how organizations like Dell and Hewlett-Packard leverage supply chain networks to maintain competitiveness, and analyse the impact of globalization, technological advancements, and business environment changes on supply chain structures. Additionally, evaluate the key components of SCM, including distribution network configuration, inventory management, and cash-flow management, and discuss how these components contribute to creating an effective and integrated supply chain. (15) 3.2. Critically evaluate the requirements for effective inventory management within an organization. In your answer, discuss the importance of inventory accounting systems, the role of cost information (holding, ordering, and shortage costs), and the significance of classification systems like ABC analysis. Additionally, analyse how…arrow_forward
arrow_back_ios
SEE MORE QUESTIONS
arrow_forward_ios
Recommended textbooks for you
Practical Management ScienceOperations ManagementISBN:9781337406659Author:WINSTON, Wayne L.Publisher:Cengage,
Operations ManagementOperations ManagementISBN:9781259667473Author:William J StevensonPublisher:McGraw-Hill Education
Operations and Supply Chain Management (Mcgraw-hi...Operations ManagementISBN:9781259666100Author:F. Robert Jacobs, Richard B ChasePublisher:McGraw-Hill Education
Purchasing and Supply Chain ManagementOperations ManagementISBN:9781285869681Author:Robert M. Monczka, Robert B. Handfield, Larry C. Giunipero, James L. PattersonPublisher:Cengage Learning
Production and Operations Analysis, Seventh Editi...Operations ManagementISBN:9781478623069Author:Steven Nahmias, Tava Lennon OlsenPublisher:Waveland Press, Inc.
Practical Management Science
Operations Management
ISBN:9781337406659
Author:WINSTON, Wayne L.
Publisher:Cengage,
Operations Management
Operations Management
ISBN:9781259667473
Author:William J Stevenson
Publisher:McGraw-Hill Education
Operations and Supply Chain Management (Mcgraw-hi...
Operations Management
ISBN:9781259666100
Author:F. Robert Jacobs, Richard B Chase
Publisher:McGraw-Hill Education
Purchasing and Supply Chain Management
Operations Management
ISBN:9781285869681
Author:Robert M. Monczka, Robert B. Handfield, Larry C. Giunipero, James L. Patterson
Publisher:Cengage Learning
Production and Operations Analysis, Seventh Editi...
Operations Management
ISBN:9781478623069
Author:Steven Nahmias, Tava Lennon Olsen
Publisher:Waveland Press, Inc.