Downloaded 69 times
Uploaded byPrajakta Talathi
Operations Management
The document outlines order qualifiers, order losing sensitivity criteria, and order winners across various service industries, such as fast food, call centers, and taxi services. It further discusses preventive maintenance guidelines specifically for the Aquaguard water purifier, emphasizing cleanliness, routine check-ups, and replacing filters as needed. The importance of maintaining relationships with service providers is highlighted in order to ensure service efficiency and customer satisfaction.
More Related Content
Similar to Operations Management
More from Prajakta Talathi
Operations Management
- 1. Operations management Individual Assignment PrajaktaTalathi (GSEP13CMM031)
- 2. Identify Order Qualifier,Order Loosing Sensitivity Criteria and Order Winners Order Qualifier (Denoted by Q) - A product or service that is required in order for it to be considered by a customer Order Loosing Sensitivity Criteria (Denoted by QQ) - Some Qs are more critical than others; their absence can lead to losing the order Order Winner (Weightage given according to its importance) - A characteristic that will win the bid or customer's purchase 1. A Fast Food Joint, having franchised 150 outlets Characteristics Type Taste 40 Reliability Q Quality Standard QQ Availability from Breakfast to Dinner Q Service Provided 20 Price 30 Quality of Delivery QQ Robustness of Menu 20 Cultural Sensitivity QQ Menu Spread Q Perception of Consumers about the Joint QQ Hygiene Q Brand Recognition and Image QQ Payment Options 10 2. A Call Centre with 400 employees operating in India, for a US based Insurance Company Characteristics Type Performance 30 Available in Shifts Q Reliability QQ Language Fluency for English and Spanish Q Training and Retraining of Employees Q Infrastructure Q Attitude of Employees QQ Labour Cost 20 Company Stability 30 Relationship 20 Quality of Service QQ Experience of Handling Insurance Project QQ
- 3. 3. A TaxiService in Singapore having a fleet of 500 cars Characteristics Type Car Type Q Comfort of the car Q Price 40 On-call or online booking service 30 Certified Drivers QQ Polyglot Driver; proficient in English, Chinese, Mandarin, Tamil QQ On time arrival if pre-booked 30 Change available while exchange of money Q Different modes of payment QQ Facilities in car like AC, Charing points, Music system, etc. QQ Advanced Technology like GPS, common in Singapore Cars Q Safety measures like GPS, power breaks Q Adherence to Traffic Rules QQ Attitude of Drivers QQ Environment Friendly cars Q 4. A Courier Service Company Characteristics Type Fast and Efficient 30 Reliability 20 Safety of Package 20 Past record of the company QQ Locations of collection centres Q Destination locations QQ Online Tracking 10 Home pick-up and drop 10 Availability of packaging and transport Q Price 10 Brand Image and Perception QQ Service Q
- 4. 5. A Rent-A-CarAgency having 100 cars Characteristics Type Eco-friendly cars 10 Attitude of Driver QQ Regular Maintenance of Cars QQ Price 35 Variety of Cars 35 Service Q Track Record QQ Booking options Q Dealer Network QQ Reliability QQ Safety options provided in the car 20 Ratings QQ Facilities like AC, music player, etc. Q On time arrival QQ 6. A Car Wash Company having 200 franchisees Characteristics Type Customer Relationship 25 Performance Q Price 20 Car Wash options QQ Time taken for washing QQ Quality of wash QQ Customer Complaints 10 Staff hospitability and attitude 10 Relationship and trust 25 Delivery quality QQ Pick-up and drop Service 10 Service Q
- 5. 7. A Casino CharacteristicsType Location 30 Attitude of employees QQ Government License QQ Ambiance Q Esthetical value 20 Tie up with Financial Institutions Q Entertainment Options like games, music, etc. Q Variety of Food and Beverages Q Exchange Currency availability 25 Spread of casino games QQ Reputation and image of the Casino 25 Experience QQ 8. Mobile Phone Service Provider Characteristics Type Network Reliability 40 Network Quality 30 Plans and Tariffs 30 Helpline Service QQ Established Provider QQ Do-not-Disturb Features Q Advertisement Q Market Credibility QQ Brand Value Q Reliable Billing Q Internet and multimedia connection Q Service QQ 9. A Travel Agency dealing with the Corporate Client Characteristics Type Hospitality Q Travel Plans QQ Ability to provide customized plans 25 Reliability QQ Price Q Tie-ups with related services like hotels 25 International Reach 25 Relationship 25 Brand Image QQ Interpersonal Skills of the staff QQ Organizing Schedules QQ Features provided Q
- 6. 10. A RecruitmentAgency for Corporate Senior Management Positions Characteristics Type Performance 15 Timelines Q Experienced Professionals Q Network and Contacts with the industry 40 International Reach QQ Past recruitment record QQ Excellent communication skills of the staff QQ Interpersonal skills of the employees QQ Commission rates 10 Relationship 20 Global Environment Exposure 15 Reliability Q
- 7. Preventive Maintenance forany Consumer Durable Preventive maintenance (PM) has the following meanings: 1. The care and servicing by personnel for the purpose of maintaining equipment and facilities in satisfactory operating condition by providing for systematic inspection, detection, and correction of incipient failures either before they occur or before they develop into major defects. 2. Maintenance, including tests, measurements, adjustments, and parts replacement, performed specifically to prevent faults from occurring The primary goal of maintenance is to avoid or mitigate the consequences of failure of equipment. It is designed to preserve and restore equipment reliability by replacing worn components before they actually fail. Preventive maintenance activities include partial or complete overhauls at specified periods, oil changes, lubrication and so on. Let us see the Preventive Maintenance for Eureka Forbes, Aquaguard, Enhance product. While the water is completely purified after the above 3 stages, Aquaguard has one more benefit. A unique Intelligent Purity Sensor. This electronic eye monitors the purification process and stops the flow of water immediately, if the level of purification is not 100%. This method follows Preventive Poka Yoke. Maintaining your Aquaguard Total Classic Tips for a long relationship with your Aquaguard Total Classic 1. The key work is cleanliness Keep the area around your Aquaguard Total Classic clean and dry. Keep the spout clean and close it with the cap provided.
- 8. 2. Keep theSediment Filter clean To ensure that it works well, have it thoroughly cleaned by a Eureka Forbes service technician during every routine service. Figure 1: Know your Aquaguard 3. Activated Carbon To ensure that the Activated Carbon works effectively, insist on having it thoroughly cleaned during every service. 4. Back flush the Sediment Filter Disconnect the EVA tubes from the inlet and outlet of the pre-filter Connect the tube from the tap to the outlet nozzle Leave the other nozzle of the pre-filter open Turn the tap on to maximum pressure and let the water flow for about 10 minutes Reconnect the inlet and outlet nozzle as before. Do not interchange the inlet and outlet of the pre-filter as the candle may get clogged Maintenance of Aquaguard Total Classic Do not place any heavy or sharp objects on the purifier Ensure replacement of Clarity Cartridge and membrane after approximately 6,000 litres of water usage Ensure replacement of Taste Enhancer Cartridge after approximately 12,000 litres of water usage Ensure that the water valves are cleaned thoroughly by a trained Eureka Forbes Service Technician Replacement should be done by a trained Eureka Forbes Technician
- 9. Important Suggestions Please dothis1. When your Aquaguard is not in use, please keep the outlet spout covered with the cap Switch off the main switch when your Aquaguard will not be used for more than 3-4 hours Store water from your Aquaguard in clean containers. For hygienic reasons it is preferable not to store water for more than 2 days We recommend routine check-ups of your Aquaguard at least once in 6 months. If your Aquaguard has not been used for a long time, allow 2-3 glasses of water to flow out before collecting the water for use Please do not do this2. Spill water on any panel of your Aquaguard as this may lead to electric shock Store water from your Aquaguard in matkas and candle filters, as the water can get recontaminated Connect ordinary pipes, tubing to the outlet spout to collect water from your Aquaguard Use an extension box for power connection Connect hot water supply Install your Aquaguard close to a gas stove or cooking range Note The Eureka Forbes Technician should be called every six months for servicing the Aquaguard. At that time he will check the filters. If the filter is too dark, which means the water is very dirty; you will need to change the filters. Eureka Forbes Technician will clean the filters as well. If your water is pretty clean, then changing the filters once a year is also fine. Most importantly change filters whenever you find them too dirty which means they are not able to filter water well.
- 10. References: For criteria, randomGoogled the industry For Preventive Maintenance, read the user manual for Aquaguard Total Classic and other notes to prevent damage to the Aquaguard