One of the key aspects of any business (the business being considered in a broad sense) is to provide services and/or products in line with customer demands. Operations Management deals with the design and management of delivery of these products and services including processes and supply chains. The study of Operations Management involves every level i.e.
strategic, tactical and operational.
Pick an Organisation of your choice. You are an Operations Management Consultant. You are required to undertake an
individual research project and to prepare a Management Report (6000 words)for the Board of Directors of the company.
The key aspects that need to be covered within the report are:
• PART A
i) Critically evaluate the existing operations functions within the organisation and the role of the operations manager
within the organisation. (Note: I would expect you to evaluate current practices and evaluate them in the light of standard
practices within the industry that the organisation is in and how well/badly does this organisation align with the industry
ii) Draw a Process Chart for the organisation showing how customers are processed through operations within the
organisation. Critically discuss how the Process Management should be planned in the organization to achieve operational
excellence. Support your answer by illustrating:-
• Customer service strategies
• Managing capacity and demand
• Inventory management
• Scheduling operations
• Process analysis and improvement
• Purchasing and supplier management
iii) Identify if the organisation is implementing any Lean processes. If it is then critically evaluate if what benefits it
is bringing to the organisation and IF NOT then critically evaluate how implementation of lean management could benefit the
organisation. (Extra credit would be provided for use of examples).
• PART B
i) Managing Capacity is the most tricky part of operations management as it is characterised by uncertainity. Using the
organisation as an example you need to critically evaluate whether: “Organisations should always attempt to match its
capacity to its forecast and known demand patterns or there might be situations where this might not be needed”.
• PART C
i) Collate all your finidings about the organisation and draw concrete conclusions and draw some recommendations for the
organisation, which can be from the practitioner i.e. other organisations/industry or academic research.
You need to follow a REPORT FORMAT.
Report Structure and Layout:
• Cover Page: Your Name and Student Number and the word count.
• Executive Summary
• Introduction (setting the scene and purpose of the report) [500 words]
• Operations Management in the Organisation highlighting the key issues as well (Part A – i) [1000 words]
• Process Management in the Organisation including the Process Chart (Part A – ii) [1500 words]
• Lean Management in the Organisation (Part A – iii) [1000 words]
• Capacity Management within the organisation. (Part B) [1000 words]
• Conclusions and Recommendations. (Part C) [1000 words]
• You do not need to rigidly follow the structure mentioned above. Creativity will be appreciated. Structure within the
sections identified can contain further subheadings (such as Techniques, Methods, Models, Tools, Strategies etc.)
• You might want to bring in examples from other industry or even other airports.
• The report MUST have a proper reference list in the end of the report.
• Try to think outside the box.
Marking and assessment criteria
• Evidence of the level of critical analysis of the issues faced by the organisation being evaluated.
• Understanding, critical evaluation and application of appropriate techniques, methods, models and tools to the issues
• Appropriateness and justification of the conclusions drawn and recommendations made to address the issues identified
• Clarity and coherence of report (with regard to structure of analysis, diagnosis, correctness of spelling and grammar,
appropriateness of language, accuracy of referencing including use of English and Harvard Referencing scheme).
The grid below indicates typical attributes of student work and the corresponding bands of grades in relation to the
Assessment criteria Understanding, critical evaluation and application of appropriate techniques, methods, models and tools
to the issues discussed Evidence of the level of critical analysis of the issues faced by the organisations in the case
Quality of the definition of the key problems faced by the organisations in the case study
Appropriateness and justification of recommended changes and interventions to address the issues identified
Clarity and coherence of report , including use of English and Harvard Referencing scheme
[Distinction] 70% + Draws on comprehensive range of appropriate techniques, methods, models and tools which show evidence
of independent research. Application is effective and critical / creative and shows evidence of synthesis of different
models. Comprehensive, critical and original analysis of the issues, demonstrating excellent ability to synthesise
evidence. The problems are identified, related clearly to the preceding analysis. Problem definition is creative and shows
excellent and critical awareness of alternative possible definitions and ability to synthesise these to produce clear
definitions. Selection of changes and interventions is creative and critical and clearly justified. Recommended
interventions are creative and critical and clearly justified through relation to earlier analysis. Written English style
is clear, articulate and persuasive, and report is logically and coherently structured. Referencing is accurate and full.
[Merit] 60%-69% Draws on extensive range of appropriate techniques, methods, models and tools . Application is effective
and shows evidence of synthesis of different models. Extensive and effective critical analysis of the issues demonstrating
ability to synthesise evidence. Problems are identified and related clearly to the preceding analysis. Problem definition
is thorough and shows some awareness of alternative possible definitions and ability to synthesise these to produce clear
definitions. Selection of changes and interventions is well justified. Recommended interventions are well justified through
relation to earlier analysis. Written English style is clear and effective and report is structured logically. Referencing
[Pass] 50%-59% Draws on range of appropriate techniques, methods, models and tools . Application is effective. Relevant
critical analysis of issues Key aspects of the situation are identified and analysed. Problems are identified and defined.
Selection of changes and interventions are appropriate and some valid justifications are given. Written English style is
clear and descriptive and report structure is clear. Referencing is generally accurate.
[Pass] 40%-49% Draws on some appropriate techniques, methods, models and tools. There is some effective application in
places. Critical analysis of issues may be partial and not always relevant. Some key aspects of the issues will be
identified and described. Problem are identified. Definition of the problems may lack focus and clarity. Selection of
changes and interventions may be only partly appropriate; justification may be weak. English style is acceptable with minor
problems of comprehension or expression. Report structure may lack clarity in places. There may be inaccuracies in
[Fail] 30%-39% Draws on limited range of techniques, methods, models and tools. These may not always be appropriate.
Application may be flawed in places. Critical analysis of current situation is limited or flawed. Key aspects of the issues
may be ignored. Problems may not be clearly identified. Definition of the problems may be flawed. Selection of changes and
interventions may be inappropriate and / or not understood. English style may be weak and difficult to understand. The
report may be presented poorly with many errors and structure may be unclear. Referencing may be inaccurate.
[Fail] 20%-29% Inappropriate or / no techniques, methods, models and tools may be selected and/ or not applied to
organisation. Knowledge and understanding may be lacking. Little or no critical analysis of the issues. No identification
of problems or problems identified are irrelevant. Selection of changes and interventions may be largely absent and / or
irrelevant. English style may be weak and difficult to understand with some lack of semantic/ grammatical correctness.
Report structure may be confused. Referencing may be very limited, inaccurate or largely absent.