Your Opinion: Is This Related To How They've Set It Up?

1 In Your Opinion Is This Related To How They Have Set Up Their Oper

1. In your opinion, is this related to how they have set up their operations and/supply chain? In what ways? 2. Then, think of a specific business that does poorly at customer service SPECIFICALLY because of how it manages its operations or supply chain; explain what it may be doing wrong and what it should specifically change to make its customer service better. 3. Finally, for each business you picked write a simple operational objective (i.e., what the firm is trying to accomplish for its customers, such as. "The operational objective of an closed track auto racing pit crew is to accomplish ANY neccessary engine, suspension, and body adjustments/ repairs to the car in 16 seconds or less, while filling the gas tank and changing four tires".) This is not meant to be a research task, but rather your idea of what the companies are trying to do via operations management. Simple rewriting the mission statement is unacceptable because that is not written in operations management terms. words cities and References.

Paper For Above instruction

Understanding the relationship between a company's operations and supply chain setup and its overall performance, particularly in customer service, is fundamental in operations management. Efficiently designed operations and supply chains directly influence the company's ability to deliver quality products and services promptly, which, in turn, affects customer satisfaction and loyalty.

Part 1: Relationship Between Operations Setup and Customer Service

The setup of a company's operations and supply chain functions as the backbone of its capacity to deliver reliable and efficient customer service. For instance, companies that strategically locate warehouses or distribution centers closer to their customer bases can reduce delivery times, minimizing delays and increasing customer satisfaction. Similarly, inventory management practices, such as just-in-time systems, can prevent stockouts or overstock situations, ensuring that customer orders are fulfilled accurately and swiftly.

Moreover, integration of supply chain activities, including procurement, manufacturing, and distribution, can streamline processes and reduce lead times. Companies that invest in technological solutions like enterprise resource planning (ERP) systems enhance real-time visibility into their operations, allowing quick response to customer needs or disruptions. Conversely, poorly designed operations—characterized by fragmented processes, redundant steps, or insufficient inventory buffers—inevitably lead to delays, errors, and poor customer experiences.

Therefore, the alignment of operations and supply chain configuration with customer-oriented objectives is critical. When these functions are optimized, companies can deliver consistent quality, on-time deliveries, and responsive service, which are key drivers of customer loyalty and competitive advantage.

Part 2: Example of a Business with Poor Customer Service Due to Operations Management

A notable example of a business that suffers poor customer service because of its operations management is a major airline. Often, these airlines face frequent delays and cancellations, which stem from inefficiencies within their operational setup. These issues typically originate from outdated scheduling systems, insufficient maintenance planning, and over-reliance on manual processes that hinder quick decision-making.

The airline's failure to integrate real-time data into its operations results in delayed response to potential disruptions like weather events or technical faults. Additionally, inadequate inventory management of spare parts and maintenance equipment leads to prolonged aircraft downtime, further impacting flight schedules and customer satisfaction. The consequence is numerous complaints, decreased loyalty, and negative reviews affecting the airline's reputation.

To improve, the airline should adopt advanced analytics and integrated operations platforms that enable proactive maintenance scheduling and real-time operational adjustments. Implementing lean principles to reduce process redundancies and investing in training for staff to enhance operational agility can also substantially improve punctuality and customer experience.

Part 3: Operational Objectives for the Selected Business

The operational objective of the airline, in terms of operations management, could be articulated as: "To complete aircraft maintenance, scheduling, and dispatch operations efficiently and proactively, ensuring 95% on-time departures and arrivals, while maintaining safety standards and minimizing operational disruptions." This focus emphasizes achieving operational efficiency and reliability, directly supporting the airline's goal of superior customer service.

Another example could be a fast-food restaurant chain. Its operational objective might be: "To prepare and serve high-quality meals swiftly and accurately, ensuring 100% order accuracy and delivering hot food within three minutes of order placement, while maintaining cleanliness and safety standards." This specifies operational targets that directly impact customer satisfaction through quick, reliable service and food quality.

Conclusion

In conclusion, the structure and management of a company's operations and supply chain are foundational to its ability to deliver exceptional customer service. Companies that optimize these areas through strategic location, technology adoption, process efficiency, and proactive planning can significantly enhance customer satisfaction and loyalty. Conversely, missteps or inefficiencies in operations management often lead to service failures, underscoring the importance of alignment between operations setup and customer-centric objectives.

References

• Chopra, S., & Meindl, P. (2016). Supply Chain Management: Strategy, Planning, and Operation. Pearson.
• Heizer, J., Render, B., & Munson, C. (2017). Operations Management (11th ed.). Pearson.
• Russell, R. S., & Taylor, B. W. (2017). Operations Management: Creating Value Across the Supply Chain. Wiley.
• Stevenson, W. J. (2018). Operations Management (13th ed.). McGraw-Hill Education.
• nahmias, S., & Liu, Q. (2019). Production and Operations Analysis. Waveland Press.
• Wild, T. (2017). Best Practice Operations Management. Routledge.
• Christopher, M. (2016). Logistics & Supply Chain Management. Pearson.
• Saxena, S. (2018). Operations Strategy. Oxford University Press.
• Slack, N., Brandon-Jones, A., & Burgess, N. (2019). Operations Management (9th ed.). Pearson.
• Riggins, F. J. (2018). The Supply Chain Management Revolution. Journal of Business Strategy, 39(2), 45-52.