📍 1.

Describe s customer experience where you have personally encountered where the
good or service are unsatisfactory (e.g. defective product, errors, mistakes, poor service,
service upsets). How might the organization have handled it better, and how could
operations management have helped?
I could enumerate two instances where McDonald’s Catarman branch failed to reach bare
minimum satisfactory standards: one in drive-through and another in my dine-in experience. In
both experiences, I was missing a burger. Now, I understand that McDonald’s is a busy
establishment, especially during peak hours, hence is prone to committing blunders (e.g. taking
incorrect orders, long waiting time, slow clean-up, etc). However, it was too late for me to realize
that I was missing a burger from my drive-through order, and the same may be said to when the
waiting time for my dine-in burger took almost 30 minutes to be served. It bothers me that there
are “catch up” orders, because I immediately consume what is in front of me, and it diminishes my
satisfaction during the stay.

After clearly defining the issues from my experience, I would like to offer suggestions, such as
sternly guiding the new staff, adhering to a FIFO method, and to check if the orders have been
given out properly. Now, new staff members inevitably commit mistakes, which is why it is
important to guide and monitor them, even after their training sessions. The act itself ensures
customer satisfaction, reduces food spoilage, and develops a satisfactory work environment.
Next, is adhering to a FIFO method, well, in my own depiction, this pertains to the set of orders
served during peak hours. There are instances where later orders are served first, while earlier
orders are served last. There was one time (a year ago) when receipts were piled up at the
counter and people were demanding for their orders, and it was a fiasco, because everyone was
either stressed, hungry or both. I’m sure they took measures to minimize the risk of going through
all that, again. Hence, to me, practicing such would establish a fair system where customers
would be inclined to revisit. Lastly, is to give out the right orders, and guarantee that customers
are getting what was paid for. This builds a sense of respect and honesty that radiates from the
values of the establishment. I was robbed of a burger once, and I would like it if it would never
happen to anyone else.

As customers, we trust establishments, such as McDonald’s, to satisfy our wants and needs.
If it fails to do so, then the establishment would serve no purpose, and should have no reason to
continue its operations. Now, to counter this rising threat, it is essential to manage the flow of
operations. To ensure that efficiency and development is achieved by prioritizing quality, while, at
the same time, minimizing costs.

📍 2. Evaluate how the activities described in the box " What do Operations Managers Do?")
can be applied to a student organization or fraternity to improve its effectiveness.
There are twelve activities that serve as a framework of what an Operations manager must
execute in order to guarantee that customers experience ultimate satisfaction from the goods and
services offered by the business. Each activity is essential in managing the factors involved in the
process. Despite not being a business, a student organization/club/fraternity is just as the same,
since both involve funds, individuals, labor, and output.

To manage a student organization, like a photography club, the first step is to strategize
means on how to achieve a goal set out to be achieved by the group as a whole, hence this
process involves forecasting and analyzing risks to catch a bird’s eye view on the path to be
taken. Next, to establish an efficient flow of the creation and distribution of the output by following
a specific supply chain system. The club should choose or generate a system that is ideal for the
type of output they create. Then, figure out what the layout of the interior should be to achieve a
smooth flow of activities inside the club room by applying the art of facility layout and design.
Subsequently, the selection of machines and technology that aid in efficiently producing or
transferring the output. Since the club focuses on photos, it is essential to provide printers,
 camera lenses, and lighting equipment for high quality output. After the labor has been applied
throughout the process, a quality assessment is performed to only sell or provide the “best of the
best” goods and services. This is also fortified by customer feedback and reviews. Consequently,
resource and capacity management are executed to keep track of the resources available at
hand, and what to restock or repair. Then, in process design, the organization would entertain the
uncertainties and complexities of creating and implementing a plan of production or exhibition of
photos, either in an art exhibit, a shop or at a mini museum. Meanwhile, in job design, scheduling,
and service encounter design, students are assigned to-and are trained for a specific role in the
club, which ensures that every member has a role to play and has equal distribution of workload.
Finally, in sustainability, students must be aware of the scarcity of resources (e.g. monetary,
human, and physical), and utilize that knowledge in the design of the club.

Operations managers deal with strenuous, yet vital tasks that secure a good flow of
outcomes. It is important for young people to exercise such responsibilities to create a habit of
ensuring prosperity, stability, and security in any environment. It is also good practice for students
as it requires great mental fortitude and strategic analysis to come up with grand tactics.

Apple designs and releases a Apple places orders with its

new suppliers for the items needed
product. for the product.
(ORGANIZATION) (SUPPLIERS)

The products are

Suppliers make these
delivered to Apple stores Apple’s Good and Service-providing
Value Chain
components and ship
that sell the goods and
them to Apple's factories.
provide services. (INPUTS)
(CUSTOMERS AND MARKET
SEGMENTS)

Apple The finished products are then Apple assembles these

packaged and shipped, either by land, components into products.
(TRANSFORMATION PROCESS)
sea, or air freight
(TRANSFER OF OUTPUT)

📍 3. Select an organization you are familiar with and draw and describe its value chain
frameworks (i.e., input-output, pre and post-services, or hierarchical) described in this
chapter)
📍4. Choose one of the following services and explain, using specific examples, how each of
the differences between goods-producing and service-providing businesses applies:

Beehive Restaurant and Catering services

Beehive Restaurant, owned by Elsa Gelera, is a quaint restaurant situated in Bonifacio St.
corner, Catarman N. Samar. It is known for its aesthetically pleasing design and layout, as well as its
scrumptious food. It offers both goods and services in the form of food and customer service. This is a
rewarding type of business as long as both facets are given equal importance. Now, let’s dive into its
goods-producing and service-producing aspects.
The products of Beehive’s goods-producing aspect are meals, drinks, and desserts (tangible
products). In order to produce such goods, the business requires financial, human, and physical
resources. To satisfy the consumers, the food quality should be above average or satisfactory, since it
is the main produce of a restaurant.
On the other hand, Beehive’s service producing aspects involve customer service, hospitality,
waiter service, hygiene and cleanliness, and providing meals (intangible). This mainly utilize human
resources; hence staff training is a key exercise for incoming staff. To satisfy the consumers,
hospitality, environment, and overall ambience of the restaurant should be on par with the current
standards.
Based on personal experience, Beehive checks out on both aspects and, if unprofessionally
rated, could be average or above average. However, a proper rating should be exercised in the future
to solidify the business’ standing in the market, which can be done using the IFE matrix, but, for now,
let’s say that the goods and services are satisfactory.
COURSE REQUIREMENT
IN
OPERATIONS
MANAGEMENT

SUBMITTED BY:
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BSA-1A

SUBMITTED TO:
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COURSE PROFESOR
FEB 13, 2024