Operation Management Bachelor Case Study Example | Topics and Well Written Essays - 4000 words

Operation Management Bachelor - Case Study Example The role of the total quality management should be emphasised as an important strategy for the London Zoo to increase the number of visitors. Another unique and contributing factor for the Zoo can be the improvement in the service management in order to meet the specific needs of the customers. While keeping in view the case of London Zoo the organization is advised to use innovation as an approach to compete. Since the last few decades the concept of tourists' destination has been transformed from merely entertaining sites to highly automate and managed business organizations competing in the tourism industry. There are many pros and cons of the trend. There are many factors that create a global environment for the sector, such as efficient and low cost of services, efficient logistics from production to the counter, new and changing visitors' patterns etc. All these developments are supported by the penetration of information and communication technologies (ICT) across the entire business chain from plan to services, logistics, sales, branding, and market research. (Emcc, 2005) Service Operation Management is related to service quality. Delivering the expected quality by meeting the customers' expected value is the essence of service operation management. ... The characteristics are that, they are intangible, they are variable, they are perishable, and they are simultaneously produced and consumed (Shiffman and Kanuk, 1997). The evaluation of service qualities highly depends on the visitors' experience of service qualities in the service. This evaluation is difficult after a visit (Ostrom and Lacobucci, 1995). Dale, (1989), "consumer views and normally results from consumer's expectations of service, with their ideas of how services should be delivered". Daryl Wyckoff has defined service quality as, "Quality is the degree of excellence intended, and the control of variability in achieving that excellence, in meeting customers' requirements." (Wyckoff, 1984, p 81) This theorem of quality is however not accurate as experts says 'Quality is whatever the customer says it is and the quality of a particular product or service is whatever the customer perceives it to be' (Powers,1997, p 179). So the main emphasis is on the customer and perceived quality. When the delivered service does not meet the perceived quality then there is gap which can be best described by the below mentioned gap model by Parasuraman, 1988. THE SERVICE QUALITY GAP MODEL Despite the useful underlying concepts of this model, in practice measuring customer satisfaction can be very subjective in nature. SERVQUAL is a survey technique that attempts to quantify the service gaps; however in practice its application is limited (Parasuraman, 1988). A manager may be able to apply the underlying concepts in practice, but any quantitative application requires lots of time and resources which small enterprise lack. Quality is made up of two components viz. technical and interpersonal. The service marketers like small

Software Engineering Exam Essay Example | Topics and Well Written Essays - 750 words

Software Engineering Exam - Essay Example This is because the sub-system found here involves exchanging of data. The data exchange is done where the shared data is stored in a central or repository which can be accessed by every sub-system. Additionally, each and every subsystem tends to maintain the database and passes the data to various sub-systems. a) the best control model for word processing system is repository model this is because the model offers an efficient way of sharing large amount of information and data. Additionally, the sub system need not to be associated with the production of data since there is security and back up. Consequently, the sharing model undergoes publication as a schema for repository. b) the appropriate control model for the real time system that control the safety system in a factory is abstract machine model. This is because the model will organize the system into a collection of layers with each providing a collection of services. It also supports the rising development of the subsystems in various layers. When the layer interfaces change, the adjacent layers will be the one to be affected. 3. Coupling how much a module in terms of package, class, or method relies on the other modules. It is better to reduce coupling or minimize the amount that a specified module will rely on others system modules. Cohesion is how closely the related parameters like the classes, methods, and functionality within the method of the module are to other members within the same module. It is better to raise the cohesion as that shows that the module has specific activity and does only that activity (Dorfman & Thayer, 97). Coupling between the modules arises for various reasons, some of which can be desired and others not. A ranked list comprising of the least to the most desirable include the internal data coupling, global data coupling, parameter coupling, and subclass coupling. Cohesion can also be ranked from those that are least desirable to those that are most desirable