OPS 571 Week 2 Discussion Question Responses
Discussion Question 1
Nice discussion on product design. All processes have a customer whether it is internal or external (Mirakaj, 2009). Information technology may help improve process but technology may lead to frustration. Who has not called a help line only to get an automated recording to press 1,2,3, etc. where “0” for the operator is not an option. Sometimes, you do not know what your issue really is in order to make the right selection. A counter argument may look at those cases where an automated system is helpful discerning certain words that help nail down what the issue is then transfers you to representative when automation may no longer help. I believe IT is a huge value when it comes to measuring systems or outcomes to find inefficiencies. The key is finding the right outcomes to measure and then measuring them appropriately (Mirakaj, 2009). Understanding both sides to an automated help desk, do you believe these are good systems an add to process improvement or are they slowing down processes and create customer frustration?
Mirakaj, D. (2009). The Evolution of Organizational Process. Baseline, (101), 9.
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Discussion Question 2
Great points here and you discussion made me think about the arrangement and locations of organizations to work on a global environment to keep cost down. Today’s companies currently work globally, but their methods are crude and unrefined. Most companies move from country to country based on the cost of raw materials and labor costs, instead of investing in a corporate infrastructure for future expansion. It is understood that today’s mindset is to be flexible, allowing companies to maintain low overhead and refrain from extensive country ties. Tomorrow’s companies will be limited to global resources based on the growth of global corporations or conglomerates. Markets are being saturated domestically; global markets are the foreground of tomorrow. To get there companies will need to be information rich, have dynamic learning curves, while maintaining a small or large presents based on the country. Do you believe tomorrows companies will be so competitive that customer service will become a premium?
Discussion Question 3
Good discussion here on factors influencing product design, let’s discuss service blueprints. There is a quote in the chapter 3 summary that ties well with service blueprints, “Designing a customer-pleasing product is an art. Building the product is a science” (Jacobs & Chase, 2014, p. 209). The first step in designing for the customer, or QFD (Quality Function Deployment), is studying and listening to the customers. Market research is the most common way to determine if the product is something that people would buy. Surveys are a great way to find out if your product or new feature is something that people would be interested in. Mock trials also give the opportunity for individuals in the target market to use the item and determine if it does what they need it to do in a manner that they want it done. Based off the results of the surveys and trials, you can then modify or scrap your product before doing any heavy investing. Do you believe this is a good approach?
Jacobs, F.R. & Chase, R.B. (2014). Operations and supply chain management (14th ed). New York, NY: McGraw-Hill.
Course: OPS/571 Operations Management
School: University of Phoenix
- : 04/12/2017
- : 20