01. Introduction Flashcards
What is the purpose of operation in SOM?
To meet customers’ expectations while maximizing financial performance
Service Operations Management is a relevant discipline for hospitality professionals as production in hospitality is a major cost block, so it is important to have it optimized.
What is SOM’s input and out put and what are they
Suppliers – Input: - Materials - Humane resources - Capital - Other (information, data, technology knowhow) Putting these inputs through our service operations, we will have: Output – Customers: - Service - Product
What are the 4 SOM processes? From start to finsih
Materials
Resources
Process
Client/Customers
What does materials include? and what are its challanges
- Materials: Raw materials, ingredients, consumables, needed to perform the task.
- Challenges: Availability, quantities, ordering, costs.
What does resources include? and what are its challanges
People, machine, Equipment, that we need performing the tasks to deliver product or services.
- Challenges: Availability, capacity, Speed, costs
What is process ? and what are its challanges
- Process: Sequence of Tasks aimed at delivering a product or service (between input and output)
- Challenges: Performance, Capacity, speed, costs
What are clients/customers? and what are its challanges
- Client/Customers: clients are the one who you’re facing, customers are the once who are paying. Who we give our outputs to.
- They Demand for product or service
- The reason for our operations & process
- Can be external or internal
- Challenges: Demand, Quality, Quantity, Timing, Revenue.
Realistically: for Airline comapany, what are the 5 SOM components?
Suppliers: Banks/shareholders, Airport, Boeing, Fuel company
Input: Capital, Boeing 747, staff, fuel, IT system, spare parts
Process/tasks: Aircraft maintenance, sales & marketing, Cabin cleaning, inflight catering
Output: Passenger transportation, Food & Beverage, Cargo transportation
Customers: Individuals, companies, Travel agency, authorities, airline staff.
What are the 5 pressure point sources for improvement? expalin in detail
- From Customers: o Quality o Timing, speed, availability o Price e.g. increased price sensitivity - From Shareholders o Margins, revenue, costs (e.g. they might not want to invest more) o Quality, image, reputation - From employees o Health, safety o Working conditions - From other stakeholders o Legal, regulatory compliance, government o Social, ecological responsibility - PSETEL: External uncontrollable factors o Social unrest in core destinations for e.g. the airline o Summer is not hot enough for Ibiza o Brexit - Supplier o Increase in fuel prices
What are the 3 levels of change for companies and give examples for each & explain
-Could vary depends on the sources of our pressure:
Limited changes => Government agencies / Monopolies, e.g. train company people cannon just build new airlines, changes for these institutes takes a long time and have a lot at stake, and also they are the monopoly so they don’t have a lot if pressure.
Moderate changes => Insurance company, banks
Continuous changes => Restaurants, IT. Highly competitive market, hence huge pressure to change.
What is Kaizen?
改善philosophy: Philosophy of permanent, gradual improvement in individual and collective activities and behaviour
- Lean – Six Sigma
(Approach & tools): quality and performance
o Collective and factual approach and set of tools for process improvement, on two axes: 1. Quality (customers value perception), 2.Performance(speed, costs)
- DMAIC Methodology
structured methodology to effectively improve process and operations in a suitable way. Define, Measure, Analyse, Improve, Control
What are our operation objectives and how can they be measured?
- Customer Satisfaction: can be measured by
- Quality of a product that all the characters to which the customers consider as value
- Value of a product - Operational performance:
- Efficiency: Cost of inputs needed for production
- Effectiveness: Usage time of resources (Human and equipment)
- Productivity: Number of products or services delivered per unit of time.
What is VoC
VoC – Voice of the customer: Set of means to collect customers’ needs (Surveys, claims, Social networks,) ( Identify customer , Collect customer data , Analyze customer data & Determine critical customer requirements)
What is CtQ
CtQ – Critical to Quality: Set of objective and measurable criteria representing the quality attributes requested by the customers.
What is the DMAIC define stage and what tool can we use
- Identify the scope and the limit of the process to be improved
- Customer needs and expectations
- Methodology that could be used
- Setting up the project team
- ID the problem, or the objective we are trying to reach.
Tools:
1. Process flow diagram (Flow-Chart) – Process description/modelling (scope)
- Voice of the customer (VoC) & Critical to Quality (CtQ):
- ID customer needs/expectations
- Transposition into quality measurement criteria
VoC: Customer Needs (e.g. Survey)
What is the DMAIC Measure stage and what tool can we use
- Measures The performance of the quality of the process
- Measures The Stability / Control of the process
- Measures The Gaps vs Objectives (Not Analyse, just measure)
- Measures The cost of inputs needed for production
Tools:
1. Process Capacity Measurement: - Duration, resources, and performance
- Control Diagrams/Chart (X-Chart/P-Chart):
- Process stability measurement - Spaghetti Diagram: Movements Measurement
Tracing your movement and see where you go when in a working space.
What is the DMAIC Analyse stage and what tool can we use
- Analyse the Gaps vs the Objectives
- Analyse Root Causes of the Gaps
- Analyse the Potential Improvement Areas
Tools:
1.Value Analysis (Value Stream Mapping) mentioned in chapter 5 - Identification of Non-Added-Value activities
5 Whys: Root cause analyse
takes 5 questions to find the root of a problem
What is the DMAIC Improve stage and what tool can we use
- Find/Identify possible improvements
- Study/Test/Check possible Improvements’ impacts
- Select/Choose Improvements solutions
- Implement selected improvements solutions
What is the DMAIC Control stage and what tool can we use
- Measure Improvements’ impacts
- Check Problem Resolution or Objectives reached
- Sustain implemented solutions and standardise
Tools:
- Control Diagrams/Charts
- Check Specifications’ respect - Mistake-Proof (Poka-Yoke)
- Mistake proof mechanism
e. g. nuclear weapon lunch code two step verification from the president and the military commander, this process takes out the possibility of a human error. - Standardisation / Stabilisation: Written Procedures, Check – Lists, …
