a. Provide an introduction of the organization, clearly stating the mission, vision and service objectives (if any). Critic if the mission, vision and service objectives (if any) are aligned with the targeted customers and the service rendered to them.
b. Service organizations often face the service-objective dilemma: to provide great service and to be efficient in resource usage (keep operating cost low). Identify if the chosen organization faces similar issue. Share your thoughts on how the organization manages this service dilemma and the implications for both the staff and the customers.
c. Demonstrate your understanding of the impact of environmental factors have from the perspective of the operations manager. Do those factors make their role easier or harder?
i) Choose any TWO internal environmental factors (include: Corporate culture, Managements desire for quality, Information system & flow, Finance standing) to demonstrate your understanding, and suggest any ONE operational implementation to cope with any of the internal factor explained.
ii) Choose any TWO external environmental factors (include: Economic, Political/Legal, Social, Environmental, Technological) to demonstrate your understanding, and suggest any ONE operational implementation to cope with any of the external factor explained.
d. Critic the choice of service strategy used Cost Leadership, Differentiation and/or Focused strategy. Share your understanding of the strategy used and your thoughts on whether the organization has chosen the optimal strategy and whether the strategy creates competitive advantage(s) to the organization. Suggest ONE competitive advantage for the organization given your analysis.
