Operations Management
Operations Management
13th Edition
ISBN: 9781259667473
Author: William J Stevenson
Publisher: McGraw-Hill Education
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Chapter 7, Problem 1CTE
Summary Introduction

To determine: The possible reasons for high employee turnover.

Introduction: The amount of dependency on human effort by an organization in terms of achieving its goals is given by the work design. It is directly linked to the productivity of an organization where good work design helps in achieving high productivity.

Summary: Company HH, a fast food restaurant serving its customers with health and hygienic foods. The firm is facing difficulties in generating profits and losing sales. Though their customers likely welcome the tasty, hygienic and appealing foods, the business steadily decline due to slow service and high employee turnover.

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NBC is a famous and old steel products manufacturing company. For the last several years, there has been a series of complaints from customers regarding the quality and features of the product; the attitude of the employees of NBC; and the availability of the product. But no one cares about the complaints. If asked, some employees try to say that it is a common nature of the customers and other employees blame each other and other departments for the situation. Revenue of the company has been turning from upward to stiff. With all these, the management is perplexed and looking for a direction to move. How do you assess the situation of the company? Explain the key factors which should be addressed for the improvement of the company. Make a list of the quality indicators which indicate the satisfaction level of the customer; satisfaction level of the employee; and growth of the organization.
In order for organization to improve and/or maintain performances in operations, many organizations carry out performances appraisals and evaluations of their staff. Outline and describe the basics guidelines for a good performance evaluation
Part I True/False T F  Forecasting has little significance to operations management T F  The global economy and international competition has no impact on operational decisions related to cost, productivity or product design. T F  Broadly defined, quality refers to the ability of a product or service to consistently meet or exceed customer expectations. T F  Operation Management strategy must align with organizational strategy T F  A shortage of technology workers has no effect on productivity. T F   Service delivery tends to be more customized to the customer’s needs compared to manufactured products. T F  An example of an external factor which influences effective capacity is safety regulations. T F  The service environment is likely to have more variability than a manufacturing environment. T F  The customer is the focal point and customer satisfaction is the driving force in quality management.

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Operations Management

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