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MBA7061 Operations Management
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MBA7061 Operations Management
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Course Code: MBA7061
University: Cardiff Metropolitan University
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Country: United Kingdom
Question:
Introduction
Critique, Analysis & Evaluation Of 10 Critical Operation Management Elements (Please Select From The Attached Spreadsheet)
For Each Element, Identify, Critically Evaluate And Appraise The Scenarios (Positive, Just Right & Negative Scenarios)
For Each Element, Identify, Critically Evaluate And Appraise The Operation Management Strategy
For Each Element, Identify, Critically Evaluate And Appraise What You Need To Do To Achieve Operation Excellence
Oveall Recommendation To Achieve Excellence Conclusion
The organization should produce and supply the goods and services according to the demand in the market. This prevents the production of surplus goods which may result to the loss for the organization.
Operation strategy for supply chain management
Elimination of middlemen
Middlemen affect the price for the goods and services in the market hence the organization should strive to eliminate them through the formulation of efficient marketing strategies. The organization can use sales persons to reach the consumers.
Answer:
Introduction:
Operations management for the company refers to the various strategies used by the company in the process of delivering the insurance services to various clients (Harvey, Heineke and Lewis, 2016). Most of the insurance companies are usually successful because of the provision of the unique services especially in relation to responding the clients’ grievances. An organization that handles the operations management systematically is usually successful in the process of achievement of the stipulated goals and objectives. Operations management refers to the process through which organizations produce various goods and services through the establishment of unique strategies to enhance the achievement of the organizational goals and objectives. This is depicted through various organizational functions such as personnel management, marketing, insurance services etc. Operations management can also be defined as the organizational function that is involved in the production and delivery of various goods and services (Linderman and Chandrasekaran, 2010). Organizations can be classified as either manufacturing organizations or service organizations. Manufacturing organizations engage in the production of physical tangible items which can be stored as inventory before been finally delivered to the final consumer. Service organizations engage in the production of intangible items and the degree of consumer satisfaction is determined by the quality of services provided by the organization to the final consumer. An insurance company is a service industry due to its insurance service to the clients. This report is going to focus on Muscat insurance company in Oman. The company provides both general and life insurance cover in Sultanate Oman. The general insurance products offered by the company include: liability cover for bad debts, motor insurance cover, fire insurance cover, marine cover, work men compensation for employees who might be injured in the course of duty in the organization, general accident cover. The company offers both individual and group life and health insurance policies for the Oman citizens.
Elements of operations management.
There are various elements which are key to the success of operations management of any given organization (Krupa, 2017). These elements are: capacity management, supply chain management, procurement, inventory management, quality management, extra care and extra mile customer service, risk management, customer satisfaction, competitive advantage and sustainability. Muscat insurance has to enhance the efficient application of these elements to facilitate its success in the competitive business environment. These elements are discussed below.
Capacity management
Capacity refers to the number of individuals that the insurance company can insure over a given period of time (LaGanga, 2010). This information is very crucial for the operation of the insurance company because it enhances the process of strategy formulation by the company. Capacity management is important for the company because it enables the company to offer quality services for a specific number of clients through the process of formulating efficient strategies to cater for the needs of the clients. Muscat insurance company has a specific number of people to be insured under various insurance policies. Capacity management is a strategic issue for the company because it enables the manager to make long term decisions over the operation of the company which enhances the success of the organization. Capacity management refers to the ability of the organization to meet the various demands of the customers with the available resources. The insurance company should be precise on the capacity to be served. This is because it enables the organization to formulate marketing strategy to create awareness to the general public in relation to its existence when there is an under used capacity.
Supply chain management
A supply chain refers to the series of activities that take place in order to enhance the provision of the service to the consumer (HITT, 2011). Supply chain management involves the co-ordination of the products to ensure the satisfaction of both the producers and the consumers. Muscat insurance company has various procedures which are used to facilitate the compensation of the individuals who suffer the risks that they have insured against. Some of the major activities involved in the supply chain management are Sourcing the materials.
This occurs where an individual needs to be compensated for the loss suffered e.g. in case of fire for the building, the insurance company has to source various materials to enhance the construction of a new building for the individual who have suffered the loss.
Manufacturing products
The products are manufactured by the factory and supplied to the consumer for consumption. The insurance company accesses various products from the manufacturer so as to compensate people who suffer the loss as a result of the occurrence of the risk that had been insured against by the company. This is a very critical aspect in supply chain management because without the products, the supply chain management cannot exist.
Storage of products in the warehouse
The insurance company has its own warehouse where various goods for compensation are stored. The company stocks a variety of goods as per the risks that have been insured against by the clients so as to enhance quick compensation after the occurrence of the risk.
Offering the services
The insurance company compensates the clients after the occurrence of the risk. This is very crucial because it keeps the insurance contract in force as the clients gain confidence which results to continuity in the payment of premiums which is an assurance of compensation after the occurrence of the risk that they have insured against.
Procurement
This is the process through which the insurance company make requisitions for various goods and services from various suppliers (Baily, 2015). The procurement function is very crucial for the success of the organization. It determines the degree of reception of various goods and services within the organization. This is an important aspect in supply chain management. Procurement function does not only facilitate the acquiring of various materials required within the organization but also enhances the selection of various suppliers for various products and approving various orders requested from the suppliers. Procurement is usually associated with the purchases of all the raw materials, equipment and all the other goods and services to be used in the operations management of Muscat insurance company.
Inventory management
This is a very significant aspect of operations management. The type of operations management applied by the insurance company depends on the nature of the demands for the service offered by the company. The aspect of demand in relation to inventory management can broadly be classified as dependent demand and independent demand (Axsäter, 2011). The demand for compensation from the clients depends on the availability of the resources to effect the compensation, this is referred to as dependent demand. Independent demand refers to where the insurance company can compensate the clients whether there is inventory or not due to use of alternative means.
There are various types of inventory in operations management as outlined below:
Buffer or safety inventory
This type of inventory is mainly used to compensate some risks that cannot be timed. This risks can happen at any time such as accidents. The insurance company needs to have some vehicles in its store so as to effect immediate compensation for individuals who suffer risks of accidents.
Anticipation
Muscat insurance company charges different amounts for the premiums depending on the likelihood of the occurrence of the risk. When the company has a great anticipation in the occurrence of the risk, it charges higher premiums for such risks.
Inventory management is usually concerned with the trade-off between the variation of the cost of not having any item in stock and the cost of ordering or holding the inventory.
Quality management
This refers to the process of eliminating the main causes of quality problems in the line of production and provision of various goods and services. Some of the causes of poor quality include: insufficient employee training. Muscat insurance company should ensure that all the employees are trained in various insurance aspects before been employed so as to enhance the provision of efficient services to the clients. Good quality services enhances the attraction of the consumers to the organization hence should not be ignored. Quality management for the insurance company shall entail aspects such as timely compensation of the clients after suffering the risk insured against. Quality is usually defined by the customer, this implies that the organization should always strive to seek the feedback in relation to the nature of services offered so as to determine the areas where improvements can be made in the service delivery by the insurance company. The company can only be successful if it provides services to enhance the satisfaction of the clients.
The management of the organization have to set up performance standards of employees to ascertain quality. The organization can conclude that good quality service has been delivered by the employee to the customer if an employee reaches a certain level of performance. Quality management is not only achieved when the employees are committed in avoiding the mistakes in production but is also achieved through their capability to improve their performance on various tasks within the organization.
The organization should also initiate the culture of continuous improvement so as to outline to the employees on the importance of quality to the performance of the organization within the competitive business environment.
The insurance company should try to adopt a quality system that shall enhance the co-ordination of the activities to enhance the achievement of the predetermined goals and objectives within the organization with the idea of quality in mind. This can be achieved through the implementation of ISO standards within the organization. ISO 9000 for instance provides the standards of quality between the insurance company and the clients which helps in the reduction of the complexities experienced in the process of managing various standards of quality due to a large number of organizations willing to serve the clients.
ISO 9000 is a series of established standards of quality management and assurance for the potential consumers for the services offered by Muscat insurance company. It has several other subsections which are very vital to the organization as it strives to achieve quality in service provision as outlined below:
ISO 9001
This is applicable where the supplier has the key responsibility in the development and designing of a service to enhance the achievement of the desired quality to enhance the consumer satisfaction. This is very crucial to the success of the organization in the achievement of its established goals and objectives.
ISO 9002
This is a standard of quality that is usually applicable where the supplier has the key responsibility in the production and installation of a given service. It results to organizational success if applied effectively within the organization.
ISO 9003
This is applied in the final inspection and testing of the products by the quality assurance team within the organization. This ensure that the clients receive quality services and products from the organization which is very significant in the success of the organization within the competitive business environment.
ISO 9004
This provides the guidelines used by the managers within the organizations which help them in the development of the quality systems to enhance an improvement in the performance of the organization. It provides suggestions on the areas of quality improvement within the organization.
Extra care and extra mile customer service
This is very crucial for the success of the business enterprise. This implies the process through which the organization provides a great service to the customers which enhances the image of the organization to the public. Muscat insurance company ensures that the compensation claims made by the clients are addressed with immediate effect which enhances the satisfaction of the clients who continue to seek the services of the company for a long period enhancing the long term organizational success as a result of profit maximization.
Risk management
Risk management is the process of reducing the impact of loss after occurrence of a given risk. This is a strategy that should be used by all the organizations including the insurance company. Muscat insurance company have various risk management strategies for efficiency of operations. Some of them are outlined below.
Re-insurance
This is where an insurance company insures itself with another insurance company so as to be helped in compensating the clients during the occurrence of the speculated risk. This is important because it prevents a breach of contract between the insurance company and the clients. Re- insurance is very important because sometimes the insurance company might experience challenges after investing the premiums which might result to difficulties in compensating the clients especially for life assurance where they might suffer the risk at once. The insurance company can also be bankrupt due to factors such as the embezzlement of funds by the management which may lead to in ability to compensate the clients hence the need for re-insurance.
Customer satisfaction
This is where the customers appreciate the nature of service been offered to them. Customer satisfaction is achieved if the business meets the needs of the customers in an efficient manner. Muscat insurance company ensures that compensations are made on time after a grievance is made which enhances the consumer satisfaction.
Competitive advantage
This is where the business becomes a center of attraction for most of the people as compared to other organizations providing similar services within a given business environment. This can only be achieved by the insurance company through winning the hearts of the clients through provision of quality services at convenient prices.
Sustainability
This refers to the process through which the business engages in production to enhance the satisfaction of the present generation without compromising the opportunities that might be crucial in the production process for the future generation. Muscat insurance company ensures that it provides efficient services to its clients so as to gain their trust an aspect that shall enhance the future growth of the insurance industry in Oman due to the notion of the future generation towards the insurance companies.
Appraisal of the scenarios for the elements in Operations management.
Negative scenario in capacity management
Under used capacity
An under used capacity for the insurance company implies the limited number of people been insured by the company over a given period of time. This reduces the profit margin of the company and furthermore, it leads to slow organizational growth over a given period of time. The insurance company should do everything that it can to bring the situation to normal so as to gain the competitive advantage over other insurance companies in Oman.
Just right scenario in capacity management.
Over used capacity
Overused capacity implies that the company has insured many individuals hence the need for co-insurance which is usually a risk management strategy for most of the insurance companies that have covered a given risk that has high chances of occurring for most people hence the need to spread the risk to other insurance company so as to enhance risk sharing in the event of the loss. This is also an implication of the large number of people that have been insured by the insurance company at any given time. Muscat insurance company serves a large number of people in Oman which is one of the major factors that have contributed to its success in the country.
Negative Scenario in supply chain management
Mismatch between supply and demand
Most organizations today suffer losses because of the failure to match the demand and supply of various goods and services they offer in the market. Muscat insurance company should conduct a thorough market research so as to determine the risks that are likely to affect the lives of the citizens of Oman. After identification of such risks, the insurance company should respond positively through the provision of respective insurance policies and create various initiatives to encourage the people to subscribe to the insurance cover. This is important because it shall enhance the growth and development of the company through investing some of the premiums paid by the individuals in other sectors of the economy that are performing well. The insurance company should also avoid offering cover for some of the risks that have less chances of occurring because few individuals will be willing to seek the insurance cover for such risks hence a reduction in the profit margin by the company.
Volatile fluctuation in supply chain.
Supply chain management has a tendency for fluctuations in demand. Muscat insurance company faces some challenges in the fluctuation of its supply chain due to some of the factors that increase the variability of the supply chain management. These include the time lagging that usually exist from the time the clients claim for compensation to the time they are compensated by the company. This usually occur due to the laxity of some of the key suppliers in availing some key products to the insurance company to effect compensations which might be product related.
Negative Scenario in procurement
Delay in critical path items
This is usually a major problem in the supply chain of many organizations. Various items requested by the insurance company take a long path to be delivered an aspect that usually interfere with the compensation procedures within the organization.
Weak technical and commercial evaluation
Application of the modern technology in business transactions is one of the key aspects that enhance the success of the business enterprise in the competitive business environment. The organizations should upgrade to online purchasing so as to increase the efficiency of service delivery which ensures that the target consumers receive their products on time. Organizations that make use of the new technology in the supply of the products would enhance the success of the insurance company in the compensation of various individuals.
Commercial evaluation refers to the process through which the business enterprise carries out the market research to determine the number of consumers for its various goods and services. This is very important in the process of formulating marketing strategies especially where the business enterprise has a limited target market for its various goods and services. Consumers are usually attracted by the business because of the value it creates in the market.
Poor scope of management
Effective management of the enterprise is a key aspect that enhances the success of the business in the competitive business environment. Muscat insurance company is facing some few challenges such as high employees’ turnover rate due to poor management of the work force by the management due to the poor style of leadership used within the organization.
Lack of ethical and sustainable procurement practices
Ethics and sustainability is very important for the success of the business. Ethics in procurement involves activities such as effective and timely delivery of the goods and services that have been ordered for. This enhances the good relationship between the suppliers and various consumers for the goods and services. Sustainability is another important aspect in supply chain management. Green purchasing is one of the sustainability practices for most of the businesses in the modern world. This is where the suppliers offer products which are eco-friendly to enhance environmental sustainability. Reverse logistics is also another sustainability practice used by suppliers to enhance the reduction of waste materials to the environment. The suppliers usually request the buyers to store the packages used during delivery for the purpose of recycling.
Negative Scenario In quality management
High rates of failures, defects and returns
Quality is an important factor that enhances consumer satisfaction after the provision of various goods and services. Low quality products results to high rate of defects for the products which makes the buyers to return them to the suppliers. This has a negative impact to the performance of the business because the buyers shall develop a negative attitude towards the products affecting the overall performance of the organization.
High rates of customer complaints
This is usually a clear indication of poor quality services and products offered by the organization to the consumers. This is very important for the business enterprise as it enables the business to identify the areas that need to be improved as per the feedback from the consumers. Muscat insurance company usually requests for feedback from the consumers in relation to the nature of the services offered by the organization. This has enhanced its success as an insurance company due to large number of clients the organization serves because of its good reputation in relation to the quality of its service.
Increased number of unhappy customers
This is a clear indication of the problem in the mode of operation of the business hence the need for an urgent action by the management. Through the feedback obtained, the business can be in a good position to establish the feelings of the customers in relation to the quality of goods and services provided to them. Muscat insurance company carries out quality surveys to determine the feeling the clients have for the quality of insurance services provided to them which enables the company to improve on the nature of the services offered to the clients. The success of the business relies heavily on the feelings that consumers have for the product and services offered by the company. Happy customers always seek the services of the business unlike unhappy customers who always seek the services of other similar firms in an attempt to achieve quality services.
Appraisal of operations management strategy.
Capacity management
Accurate forecasting
The business unit should use appropriate means to ascertain the specific number of consumers for the product in the market. This enables the organization to produce the specific number of products to suit the specific consumer needs in the market. The organization can be in a good position to formulate effective marketing strategies after identifying the trend of its products in the market through effective surveys.
Just in time production
Organizations that provide timely services to the clients are usually attractive for most of the people hence they usually have a wide market for their goods and services. Muscat insurance company serves a large number of people in Oman due to the efficiency of its services specially in reacting to the claims from the clients.
Volume management
The organization should produce and supply the goods and services according to the demand in the market. This prevents the production of surplus goods which may result to the loss for the organization.
Operation strategy for supply chain management
Elimination of middlemen
Middlemen affect the price for the goods and services in the market hence the organization should strive to eliminate them through the formulation of efficient marketing strategies. The organization can use sales persons to reach the consumers.
Reduced time between the order and delivery
The organizations should strive to reduce the time used to avail the products to the final consumers so as to enhance consumer attraction for the consumption of the organization’s goods and services.
Operation strategy for procurement
Regular auditing
This is important because it enhances the transparency of activities within the organization which is an important ethical practice for business.
Outsourcing
The organization can use firms that have various resources for performing specific duties such as cleaning rather than buying new cleaning equipment.
Operation strategy used in inventory management
Waste management reduction
The business organization should ensure efficient handling of the products in the warehouse so as to avoid accidents that might result to the destruction of some of the products.
Regular feedback
The management should make use of the suggestion boxes so as to obtain regular feedback on the movement of stock in the warehouse.
In Capacity management.
The business enterprise should apply automated process flow and business transactions to enhance the efficiency of services.
The business enterprise should prioritize the demand by the consumers and produce enough goods that satisfy their needs.
In supply chain management
The company should enhance the suppliers’ capability through making timely payment for the various goods and services delivered so as to enhance their continuity in service provision.
The company should come up with supplier development initiatives such as offering various training programs to teach them on sustainability practices in purchasing.
In procurement
The company should enhance the optimum reduced time in the process of delivering various products after an order has been made to the suppliers, this enhances repetitive purchasing behavior
In Quality management
The Insurance Company should benchmark with other successful companies that offer the same services so as to ascertain areas that they need to improve an aspect that leads to improved organizational performance.
Recommendation
The insurance company should adhere to all the operations management elements so as to succeed in the competitive business environment. The management should ensure that the business adheres to sustainability practices which is very crucial for the success of the business.
Conclusion
Muscat insurance company has been successful due to efficient operations management strategy. The company responds effectively to various grievances of the customers which has resulted to a large number of clients wishing to be served the company. The company has made an efficient application of the elements of operations management which has enabled it to achieve its objectives hence its continuous growth and development.
References
Axsäter, S. (2011). Inventory Control when the Lead-time Changes. Production and Operations Management, 20(1), pp.72-80.
Baily, P. (2015). Procurement. 2nd ed. Pearson Education Limited, p.50.
Harvey, J., Heineke, J. and Lewis, M. (2016). Editorial for Journal of Operations Management special issue on “Professional Service Operations Management (PSOM)”. Journal of Operations Management, 42-43(1), pp.4-8.
HITT, M. (2011). RELEVANCE OF STRATEGIC MANAGEMENT THEORY AND RESEARCH FOR SUPPLY CHAIN MANAGEMENT. Journal of Supply Chain Management, 47(1), pp.9-13.
Krupa, T. (2017). Elements of Theory of the Correct Operations of Logistics Transforming Networks. Foundations of Management, 9(1), pp.347-360.
LaGanga, L. (2010). Lean service operations: Reflections and new directions for capacity expansion in outpatient clinics. Journal of Operations Management, 29(5), pp.422-433.
Linderman, K. and Chandrasekaran, A. (2009). The scholarly exchange of knowledge in Operations Management. Journal of Operations Management, 28(4), pp.357-366.
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