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Assessment 1 – BUS-FP4014 – Winter 2020 – Section 01
Assessment 1
Operations Management
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Overview
Create a proposal to address operations management issues and decisions as they apply to a fictional bank.
Operations management is the core of any business. It is the management function that coordinates all the
activities in relation to product/service reliability, quality, efficiencies, delivery, and meeting customers’
expectations.
By successfully completing this assessment, you will demonstrate your proficiency in the following course
competencies and assessment criteria:
Competency 1: Assess the role of operations management within organizations.
Explain how operations management improvements support an organization’s strategy.
Explain how a service bundle relates to the initial purpose of a company.
Identify operations management decisions for an organization.
Competency 2: Apply the tools and technology used in operations management.
Develop recommended changes for an organization’s operations management function.
Competency Map
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progress through your course.
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Context
Today’s global economy has forced companies to focus on how they deliver their product or service to their
customers. Companies must now continuously evaluate better ways to reduce cost, improve quality, and give the
customer more than was expected.
Operations management is an integral part of this process because it focuses on the transformation of needed
inputs to desired outputs. This transformation includes office, production, manufacturing, and vendors or
suppliers, as well as other things that affect the company’s ability to deliver superior quality products.
Operations management includes the use of the facilities, equipment, materials, technology, and, most
importantly, the employees. These operational activities are designed relative to sustainability concerns.
Understanding operations management will allow you to see the flow of the product or service.
A product or a service starts with design. A key component of the design process is to determine whether a
product or service can be offered at a price point that will produce a profit for a company. A key consideration in
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Assessment 1 – BUS-FP4014 – Winter 2020 – Section 01
design is any cost or environmental impact affecting sustainability concerns.
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Another aspect of operations management is that companies must strive to improve the work environment for
their employees and enhance sustainability concerns. People are a company’s most important resource, and
managers must take care of their employees in order to grow and maintain industry leadership.
Our fast-paced economy has shortened the product life cycle, by forcing companies to update more often in
order to serve their customers and stay ahead of the competition. One tool used by many companies to help
maintain an advantage is the flow chart. This tool allows companies to diagram out all the processes needed to
deliver their products. The flow chart diagram gives the visual flow of the work down to the simplest step in the
process. It allows management to constantly review processes to see where bottlenecks occur and to help
determine how they can improve the process.
Some of the best practices used by companies that lead in their industries include:
Breakeven analysis.
Benchmarking.
Reverse engineering.
Concurrent engineering.
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Questions to Consider
To deepen your understanding, you are encouraged to consider the questions below and discuss them with a
fellow learner, a work associate, an interested friend, or a member of the business community.
What are some characteristics of operations management decisions?
Select one operations management decision. Is this decision tactical or strategic? Why?
Resources
Suggested Resources
The following optional resources are provided to support you in completing the assessment or to provide a
helpful context. For additional resources, refer to the Research Resources and Supplemental Resources in the left
navigation menu of your courseroom.
Library Resources
The following e-books or articles from the Capella University Library are linked directly in this course:
Aswathappa, K., & Shridhara Bhat, K. (2009). Production and operations management. Mumbai, IN: Global
Media.
Plenert, G. J. (2002). International operations management. Copenhagen, DNK: Copenhagen Business
School.
Course Library Guide
A Capella University library guide has been created specifically for your use in this course. You are encouraged to
refer to the resources in the BUS-FP4014 Operations Management for Competitive Advantage Library Guide to
help direct your research.
Bookstore Resources
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The resources listed below are relevant to the topics and assessments in this course and are not required. Unless
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noted otherwise, these materials are available for
purchase Support
from the Capella
University Bookstore.
When
searching the bookstore, be sure to look for the Course ID with the specific –FP (FlexPath) course designation.
Reid, R. D., & Sanders, N. R. (2016). Operations management: An integrated approach (6th ed.). Hoboken,
NJ: Wiley.
Chapter 1, “Introduction to Operations Management.”
Chapter 2, “Operations Strategy and Competitiveness.”
Chapter 3, “Product Design and Process Selection.”
Chapter 11, “Work System Design.”
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Assessment Instructions
Scenario
Consider the operations management aspects of the organization in the following scenario:
Madero Bank is a regional U.S. bank. Madero Bank’s managers decided on a business strategy emphasizing
customer service, rather than on some other dimension such as customer financials (providing higher interest
rates on savings accounts, lower interest rates on loan, and so forth). To help the bank implement that
customer service strategy, they conducted a survey of their customers, and found that the customers would
like the bank to be open for more hours. As a result, Madero Bank decided to remain open until 7:00 P.M. on
Fridays, and to be open from 9:00 A. M. to 4:00 P. M. on Saturdays.
The expanded hours have presented challenges for Madero Bank’s operations management team, in staffing
an adequate number of tellers to cover those additional hours without customers having to wait in long lines.
Madero Bank’s managers are also considering additional approaches to support their customer service
strategy, including the following:
Providing additional hours of telephone customer support (which would involve securing additional
telephone lines, customer support representatives, and telephone and computer equipment).
Advancing the bank’s online banking functionality (including a redesigned Web site and the
development of an app on each of the leading mobile platforms).
Redesigning the physical layout of the bank to better utilize high-contact areas (areas with significant
customer traffic) and low-contact areas (areas with little or no customer traffic).
Offering service bundles for the bank’s largest personal and business banking customers, such as a
predefined set of accounts, services, and reduced fees for platinum-level customers.
Operations Management Proposal
Using the scenario above, create a proposal in which you provide answers to the following questions:
How should operations management and associated improvements support Madero Bank’s strategy?
How might service bundles be utilized in support of this strategy? How do they relate to the initial
purpose of the bank?
What are some of the key operations management decisions to be made at Madero Bank?
What operations management changes would you recommend, and why? (These changes could be
related to hours, facilities, equipment, and personnel.)
Additional Requirements
Written communication: Written communication should be free of errors that detract from the overall
message.
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APA formatting: Any references and citations should be formatted according to APA (6th edition) style
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and formatting.
Font and font size: Times New Roman, 12-point.
Operations Management Scoring Guide
Use the scoring guide to enhance your learning.
VIEW SCORING
GUIDE
How to use the scoring guide
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