Section B
Q1. From your own experience of making appointments at your general practitioner’s surgery, or by visiting whoever provides you with primary medical care, reflect on how patients are scheduled to see a doctor or nurse.
- What do you think planning and control objectives are foes general practitioner’s surgery?
- How could your own medical practice be improved?
Q2. How is it that businesses such as Apple, Toyota, Dell and Zara achieve notable results in competitive markets? Partly, it is demote their services and products, but partly it is because of how they organize the way they supply them.
What are the various activities of Supply Chain Management? Discuss in brief.
Q3. Inventory is a term we use to describe the accumulations of materials, customers, or information as they flow through processes or networks. All processes, operations and supply networks have inventories.
Discuss the inventory held in processes, operations, or supply networks for a hotel.
Q4. One way of operationalixing the importance of
understanding a project’s environment is to consider the various ‘stakeholders’ who have some kind of interest in the project. The stakeholders in any project are the individuals and groups who have an interest in the project process or outcome. All projects will have stakeholders and complex projectu will have many.
Discuss the responsibilities of project stakeholders in an IT company.
Section C 12 X 20 Marks’
Ql. The volume and variety characteristics of an operation will have an effect on its planning and control activities. Operations which produce a high variety of services or products in relatively low volume will have customers with different requirements and use different processes from operations which create standardized services or products in high volume.
You are expected to discuss the volume-variety effect on planning and control in context of the following two examples:
- Architect practice (high variety-low volume)
- Electricity utility (high volume-low variety)
Q2. The first Four Seasons Hotel opened over 45 years ago. Since then the company has grown to 81 properties in 34 countries. Famed for its quality of service, the hotel group has won countless awards including the prestigious Zagat survey, numerous AAA Five Diamond Awards and it is also one of only 14 organizations that have been on the Fortune magazine’s list of ‘100 Best Companies to Work For’ every year since it launched in 1998, thus ranking as lop hotel chain’
internationally. From its inception the group has had the same guiding principle, ‘to make the quality of their service their competitive advantage’. The company has what it calls its Golden Rule: `Do to others (guests and staff) as you would wish others to do to you’.
Discuss the customer’s and operation’s view of quality in context of a hotel.
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