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Instructions: Commonly, we think
about production companies (e.g. Toyota, Boise, Boeing) when we discuss
operations management. These companies produce a good, and the
production process is clear to see and discuss. However, because a major
part of our economy is service (e.g., Fed Ex, American Airlines,
Starbucks, Holiday Inn, Schweitzer Ski Resort, retail stores) it is
useful to think about the quality of the transformation process in a
service organization (or in organizations that produce a service and a
tangible good).
For your activity this week, first click
here to
review common dimensions of service quality (e.g., reliability,
responsiveness). Next, visit a retail store, a restaurant, or some other
service-oriented organization. Use three or four of the quality
dimensions to evaluate the "outputs" of the organization's
transformation process. Finally, speculate about the transformation
process that produced the output you observed. What would you change
about the transformation process to improve the quality of the output?
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You do not need to submit anything written for this Individual
Activity. The activities are designed to
provide an opportunity for you to think about how material from your
readings applies in different situations.
We will assess the extent to which you performed the activity and
achieved the desired learning objectives in the module quizzes and the
exams. Thus, we strongly encourage you to perform the activity and to
take notes or summarize your observations so that the notes can be used
at a later date for the quizzes and preparing for the exams.
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