Chapter 4: Operations Processes

Question 1

What are the main inputs in operations management?

Answer 1

Transformed Resources (materials, information, customers)

Transforming resources (human resources, facilities)

Question 2

What are the four Vs of operations?

Answer 2

Volume - how much is produced
Variety - Range of outputs
Variation in Demand - Changes in demand
Visibility - Customer contact level

Question 3

How does Qantas handle high-volume demand?

Answer 3

Sydney to Melbourne is a high-volume route (2nd highest revenue-generating route in the world), with increased volume during holidays.

Question 4

Qantas - variation in demand?

Answer 4

Seasonal changes (e.g. school holidays

Unanticipated events (e.g. COVID-19 demand drop)

Question 5

What are sequencing and scheduling in operations?

Answer 5

Sequencing - The order of operations

Scheduling - The time allocated for each operation.

Question 6

What scheduling tools are used in operations?

Answer 6

Gantt charts - Bar charts that outline task order and duration

Critical path analysis - Flow diagram of task dependencies

Question 7

What scheduling software does Qantas use?

Answer 7

Sabre Air Flight Suite Systems: an advanced scheduling system that automates flight scheduling for faster turnaround times.

Question 8

How does technology improve operations?

Answer 8

Increases efficiency, reduces costs, and enhances speed through automation and AI

Question 9

How does Qantas use technology to improve operations?

Answer 9

Online check-in to streamline passenger boarding

Flight simulators for advanced pilot training (over 12,000 aircrew trained)

Question 10

Types of workplace layouts

Answer 10

Process Layout

Product Layout

Fixed Position Layout

Office layout

Question 11

What facilitates does Qantas use for Operations?

Answer 11

Terminal buildings, aircraft, and motor vehicles.

Boeing 787 Dreamliner - Features the largest windows on a commercial aircraft

Question 12

What are they Key performance indicators in operations?

Answer 12

Warranty claims, lead times, number of defects

Question 13

How does Qantas adjust operations during crises?

Answer 13

COVID-19 Response: Adjusted schedules, grounded fleet, and stood down staff.

Question 14

How does Qantas provide quality service?

Answer 14

“Qantas Closed Loop Feedback Program” facilitates direct feedback from frequent flyers.