Tutorial-1
OPRM639:OPERATIONS MANAGEMENT AND RESEARCH-I
Questions for Discussion
1. Briefly describe the term operations management.
2. Identify the three major functional areas of business organizations and briefly describe
how they interrelate.
3. Describe the operations function and the nature of the operations manager's job.
4. List five important differences between goods production and service operations.
5. Briefly discuss each of these terms related to the historical evolution of operations
management: a. Industrial Revolution b. Scientific management c. Interchangeable parts d.
Division of labor
6. Why are services important? Why is manufacturing important?
7. What are models and why are they important?
8. Can you think of a business that doesn't have operations management?
9. List the trade-offs you would consider for each of these decisions:
a. Driving your own car versus public transportation.
b. Buying a computer now versus waiting for an improved model.
c. Buying a new car versus buying a used car.
d. Speaking up in class versus waiting to get called on by the instructor.
10. Describe each of these systems: craft production, mass production,
and lean production.
11. Why might some workers prefer not to work in a lean production
environment?
12. How has technological change affected you? Are there any
downsides. technological change? Explain.
13. Identify some of the current trends in operations management and
relate them to recent news items or to personal experience.
14. Why do people do things that are unethical?
Hazel had worked for the same Fortune 500 company for almost 15 years. Although the company had
gone through some tough times, things were starting to turn around. Customer orders were up, and
quality and productivity had improved dramatically from what they had been only a few years earlier
due to a companywide quality improvement program. So it came as a real shock to Hazel and about
400 of her coworkers when they were suddenly terminated following the new CEO's decision to
downsize the company. After recovering from the initial shock, Hazel tried to find employment
elsewhere. Despite her efforts, after eight months of searching she was no closer to finding a job than
the day she started. Her funds were being depleted and she was getting more discouraged. There was
one bright spot, though: She was able to bring in a little money by mowing lawns for her neighbors.
She got involved quite by chance when she heard one neighbor remark that now that his children
were on their own, nobody was around to cut the grass. Almost jokingly, Hazel asked him how much
he'd be willing to pay. Soon Hazel was mowing the lawns of five neighbors. Other neighbors wanted
her to work on their lawns, but she didn't feel that she could spare any more time from her job
search. However, as the rejection letters began to pile up, Hazel knew she had to make an important
decision in her life. On a rainy Tuesday morning, she decided to go into business for herself-taking care
of neighborhood lawns. She was relieved to give up the stress of job hunting, and she was excited
about the prospect of being her own boss. But she was also fearful of being completely on her own.
Nevertheless, Hazel was determined to make a go of it. At first, business was a little slow, but once
people realized Hazel was available, many asked her to take care of their lawns. Some people were
simply glad to turn the work over to her; others switched from professional lawn care services. By the
end of her first year in business, Hazel knew she could earn a living this way. She also performed other
services such as fertilizing lawns, weeding gardens, and trimming shrubbery. Business became so good
that Hazel hired two part-time workers to assist her and, even then, she believed she could expand
1. In what ways are Hazel's customers most likely to judge the quality of
her lawn care services?
2. Hazel is the operations manager of her business. Among her
responsibilities are forecasting, inventory management, scheduling,
quality assurance, and maintenance.
a. What kinds of things would likely require forecasts?
b. What inventory items does Hazel probably have? Name one
inventory decision she has to make periodically.
c. What scheduling must she do? What things might occur to
disrupt schedules and cause Hazel to reschedule?
d. How important is quality assurance to Hazel's business?
Explain.
Case
Wegman Food Markets is one of the premier grocery chains in the us.
The company operates over 70 stores. There are also handful of stores
elsewhere in New York State, New Jersey, and Pennsylvania. The
company employs over 28,000 people, and has annual sales of over
$2.0 billion. In addition to supermarkets, the company operates Chase-
Pitkin Home and Garden Centers and an egg farm. Wegmans has a
strong reputation for offering its customers high product quality and
excellent service. Through a combination of market research, trial and
error, and listening to its customers, Wegmans has evolved into a very
successful organization. In fact, Wegmans is so good at what it does
that