And of course they must have the knowledge to be able to answer guests’ questions. We use cookies to give you the best experience possible. A more traditional stance taken by some authorities is that the needs of the market will always be pre-eminent in shaping a company’s strategy. Normally high variety means high cost see Chapter 1. Moreover, with the emergence of the global tourism, hospitality industry and globalization with competition from ubiquitously, the need to augment existing and new strategies need to be address speedily.

The short case, ‘Taxi Stockholm’ describes how one taxi company has focused on its reputation for dependability. With new technology the video can be started from a freeze-frame and will broadcast the instant the command to play is given. Ensuring that all orders are despatched by the end of the day increases the dependability of the company’s operations. For example, our staff must be courteous at all times and yet also friendly towards our guests. Internally, flexibility can help speed up response times, save time wasted in changeovers and maintain dependability. A number of suggestions have been made to do this.

The treatment you receive during the first hour after your accident what is called the ‘golden hour’ can determine whether you survive and fully recover or not. Externally, quality is an important aspect of customer satisfaction or dissatisfaction.

The five performance objectives Broad stakeholder objectives form the backdrop to operations decision making, but operations requires ppenang more tightly defined set of objectives that relates specifically to its basic task of satisfying customer requirements.

They expect first-class service and that’s what we have to give them.

operational objectives at the penang mutiara case study answers

The short case ‘Everyday low prices at Aldi’ describes how one retailer keeps its costs down. Speed Speed means do things fast. Time can be the important issues for affecting the company reputation. Nor will the fixed costs of the operation, such as heating and rent, be reduced because the two buses are not being serviced. Hospital Automobile plant ” .


operational objectives at the penang mutiara case study answers

While for the stage II, the companies will ask the manufacturing organization to be more neutral so companies able to meet the standard imposed by the major competitors. New York, and Chase, R. One operation may have high total costs per car but high productivity in terms of number of cars per employee per year. Analysis The hotel’s general manager mentioned that their quality of service just have to be impeccable.

Flexibility – relatively little flexibility is required by the NC service – every week collections are the same with perhaps some minor variation in volume; however, the GR service has to cope with a wide range of recycling tasks at whatever volume customers demand.

Operations objectives at Penang Mutiara. What role should the operations function play in achieving strategic success? We use cookies to give you the best experience possible. Productivity can also be improved by making better use of the inputs to the operation.

operational objectives at the penang mutiara case study answers

The presenter will prepare his or her commentary on the Autocue and each item will be timed to the second. In fact, the company is known for having an obsession with cutting its costs. This has an important side-effect – it greatly helps us to maintain the motivation of our staff. Draw a polar diagram which distinguishes between the performance objectives of the two services. Wt and Wheelwright provide a four-stage model for doing this. Cae more guests we have, the higher is our utilization of rooms and ojectives, and this is what really keeps cost per guest down and profitability reasonable.


Hotel can also host elite social and sporting events which include International wine and food festival, polo championship, international cup to provide a platform to showcase its various expertises in lifestyle creation which can help to boost high occupancy rates also.

Penang mutiara

Qn 1b Describe how you think Wernie will implement any change in strategy. Here in this paradise of comfort and luxury, it has been claimed that nothing is unusual. Step 3 – Consider the internal effects of each performance objective.

This sometimes involves air freighting our packing out to customers. To the companies which compete directly on price, cost will clearly be their major operations objective.

Penang mutiara | Case Study Template

The rescheduling of buses will probably mean that some routes have inappropriately sized buses and some services could have to be cancelled. Continuous improvement of operations practice. Most companies will have some kind of strategy but it is the operation that puts it into practice. So, high flexibility gives the ability to produce a high variety of products or services. Currently, 1 per cent are late, in other words, obbjectives, items per year.