Create a process map of the chosen operations process. It may be necessary to map the surrounding processes to get an appreciation for where this process fits within the wider operation.

Operations Management and Service Excellence

You are required to prepare a report that investigates the operations processes used in a small business organisation of your choice. You should not use large organisations or franchises nor an industry sector. You need to choose an operation to which you can obtain ready access or observe, and which will allow you to carry out each component of the analysis. In general, this requirement means that you will choose a business operation that is relatively accessible and where information on the operation is available from observation or is in the public domain. Ask yourself: Can I draw a sufficiently detailed process map of the operation? Can I capture enough data to critically appraise the operation and make recommendations for improvement? The operation can be anywhere in the world. You can choose to investigate a part of an organisation (for example, front of house in a restaurant), but you should make your assumptions clear in the introduction. Some ideas of small business operations may include:

 Bakery  A snack bar  A street food vendor  Bar / pub  Small supermarket  Corner shop / convenience shop  Catering service  Cobbler (shoe repairer)  Dry cleaners / laundry  Restaurant  Gym  Patisserie  Post office or post room  Small print-shop  Small sports venue  Taxi company  Walking Tours of a city

Report Structure 1. Introduction and Overview (Total 15 marks) Provide an overview of the organisation and its operations including such information as:  The location  Layout  Products and services offered  Competitors

You must include a map showing the location of the main business operation, and a diagram communicating the layout of the operations. Ensure that you present and critically discuss operational issues related to the four bullet points above. For example, you should discuss, as it relates to bullet point “Layout”, the various types of process layouts as observed in the chosen operation, and how this affects the operations of the business e.g. in terms of customer service or product throughput.

2. The Operations Process (Total 25 marks) Using appropriate tools, identify and analyse ONE key operations process within the business and why it is important to the business. In doing so, identify and provide an evaluation of the challenges and issues faced by the operation, clearly explaining which of these need to be addressed and why? Support your arguments through evidences gathered from the organisation and through literature.

Create a process map of the chosen operations process. It may be necessary to map the surrounding processes to get an appreciation for where this process fits within the wider operation. You do not need to use process mapping software. Presentation software such as PowerPoint or Keynote is perfectly adequate. Your process map must be contained within a single side of A4, landscape formatted. Use the process mapping concepts taught in the course.

3. Operations Analysis (Total 25 marks) The core of the assignment is to analyse the operation and chosen operations process using ONE or TWO tools, concepts or techniques provided on this module. This is where you focus on the operations challenge and/or problems briefly discussed previously. This should consist of a brief overview of your methodology followed by the main analysis.