Need assistance in answering the following: Jack has worked for many years as an

Question

Need assistance in answering the following:

Jack has worked for many years as an operations manager in the manufacturing division of his company. Today, however, his manager has advised that his new job will be an operations manager in the company’s Theme Park division, a services business. Describe the differences between these different types of operations and how each measures efficiency and effectiveness. Then, describe changes that Jack will have to consider as a services operations manager rather than as a manufacturing operations manager.

Explanation / Answer

In the case of manufacturing unit, the operation manager was responsible for the smooth manufacturing of the product that is the manufacturing should run continuously without any hassle. Operation Manager also needs to make sure the plant efficiency is high and the raw materials, resources, time and money, all are used effectively. For an efficient manufacturing unit, all the manufacturing processes need to be standardized so as to make more efficient and need to follow predefined steps in a predefined time. So the operation manager has to take control of all the aforementioned activities.

Whereas in the service organization, the efficiency and effectiveness of the organization are measured in terms of the five service quality dimensions, which are Reliability, Responsibility, Tangibility, Empathy, and Assurance. Now the manager needs to first identify which all dimensions are responsible for the desired service quality so as to reach the level of customer satisfaction. Here also the manager needs to identify the traits which are either standardized or need to be standardized so as to bring an adequate level of satisfaction.

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