You are required to write a 1,500 word report assessing and providing recommendations for the improvement of the Operations Management of a specific chosen outlet.
Your chosen outlet can be any retail store supermarket bank pharmacy or any other outlet you decide upon. If you have any doubt about the suitability of the proposed outlet, please check with the tutor for approval prior to starting the assignment.
You should visit and observe a specific outlet as part of this course work. However, it is important to remember that you are representing Pearson College London, ensure that you are considerate to the business and its needs.
You are required solely to make your own observations and draw on secondary data and your own opinions and conclusions. You are not expected and indeed should not (for ethical reasons) seek views or data from anyone else, such as customers or business staff/owners. Students are required to comply with Pearson College London’s Research Ethics Policy always.
Whilst visiting the outlet, you are expected to collect some evidence relevant to the tasks below.
read these carefully and then prepare a report to address the following questions making critical reference to and use of course concepts as you do so:
1. Provide an overview of your chosen establishment’s operations, supported by an illustration of the end to end supply chain of the chosen outlet in a diagram [excluded from the word count].
2. Create a process map of the existing service operation from a customer’s perspective, including actions, timings, waits, delays, and decision points. Suggest changes that improve the customer experience and illustrate these with a new process map [Each process map is excluded from the word count].
3. Making reference to quality attributes, benchmark and assess the current performance of the operation with respect to delivered service quality compared to a specific direct competitor outlet.
4. Using an importance-performance matrix, identify and justify an improvement priority you would recommend to the operation’s service quality provision, explicitly stating scope, target audience and planned outcome of your recommended improvement.
5. Produce a high-level plan, supported by a Gantt chart for a six-month project to implement the improvement you have recommended in Task 4 above. Develop a risk register to show how you would control the risks during implementation of the project.
Each task above should be given equal weight in your report. You must critically research and apply in your report, relevant academic theory and sources, course concepts and frameworks and industry material. Your work must be fully referenced using the Harvard system.
