Instruction: Read, analyze, and satisfy the demand of the statement.

 
1. Describe a customer experience you have personally encountered where the good
or service or both were unsatisfactory (for example, defective products, errors,
mistakes, poor service, service upsets, and so on). How might the organization
have handled it better and how could operations management have helped? (15
points).
Answer:
Product returns or exchange due to damage or needs repair, poor service, and errors, etc.
is very common in the market and is unavoidable. Operations manager(s) is important in this
situation since they are the ones who are in control of the organization and they know what’s
the best action or thing to do to resolve these kind of problems. I have encountered this
situation multiple times, take SM department store as an example, I have purchased goods that
need to be replaced or exchanged since the ones I bought is not the right item. SM department
store have customer service counter where all complains and concerns of customers are being
administered by the operations management. The operations management handle and resolve
this situation by providing 7 days or 1 week warranty to return the goods purchased for a
refund or replacement. If the customer wanted to replace the product, he will pay for the
additional cost or refund the excess amount paid. Through these, operations management may
increase potential market and could receive positive feedbacks from the customers since they
can satisfy the customers.

2. Explain why accountants and other business-related workers must have service
management skills? How do the required skills differ for someone working in a
factory? What are the implications for hiring criteria and training? You may cite
relevant examples to supply your answer (30 points).
Answer:
Service management are usually referred to activities of the organization that offers
quality customer service and assistance. These are necessary managerial element in order to
carry out basic functions and roles in managing the company effectively. Service management
skills are important to business-related workers like managers and also to accountants because
they need these skills in order to provide quality performance and satisfaction to customers
and the organization. Since the accountants are the professionals who are responsible in
keeping and interpreting the organization’s financial records, also, accountants may also
become managers.
Service management skills are technical skills, interpersonal skills, conceptual skills,
and diagnostic skills. Hence, these skills are the reasons why it differs from someone who
works in a factory. A factory worker has to have technical, operational and production skills
since they have less interaction from customers rather than these business-related workers such
as bank tellers, sales agents, and managers.
In hiring employees under service management, HR department, who are responsible
for hiring and training of workers, it is important to assess their ability in accomplishing
necessary task using technologies, must have the skills or ability to communicate well,
understand, interpret and motivate others, having the ability to think in the abstract, look for
opportunities for the betterment of the organization and to better understand the cause-and-
effect to recognize optimal solution to problems within the organization.

3. Goods and services are often pronounced in the same breath. These are offered by
the companies to the customers to provide utility and satisfy their wants. “Goods’
are the physical objects while ‘Services’ is an activity of performing work for
others. At present, the success of the business lies in the combination of best
quality of goods and customer-oriented services. (Surbhi, 2015).
Based on your own opinion, which of these two should be prioritized by the
business sector? Defend your answer (15 points).
Answer:
As what Surbhi stated, success of the business lies in the combination of best quality of
goods and customer-oriented services, hence, every company must develop high quality
products accompanied by well-mannered employees. In my opinion, employees’ behavior and
conduct is a vital point to success. As what the famous saying goes, “ it takes years to make
reputation and just a moment to ruin it”, thus, companies must focus on molding its employees
behavior. The products manufactured or being sold by the company may be outsourced from
other entities but employees such as the company’s sales person, managers, and other
personnel must have proper conduct to handle challenges in doing business. Customer service
refers to the way the entity is able to serve its customers and satisfying them. Thus, the quote I
mentioned addresses the prioritization of entity to the customer service. When the business
entity prioritize customer service, this will build strong customer-employee relationship that
will be a great help in business sustainability. Gaining the customers’ trust will improve the
company’s reputation and could help promote company’s brand to others and will result in
increase of market. Another thing is, employees who are customer-oriented and well-
mannered can handle complaints or negative comments very well. When dealing with
disappointed and unsatisfied customers (sometimes angry customers), one must be able to
understand and respond to these complaints with appropriate actions and enough knowledge.
Therefore, customer service must be prioritized for the success of the business.

4. Previously, we have discussed the current challenges in Operations Management.

Out of five identified challenges, choose two issues that are evident in the
operation of the business industry. You may provide examples to back-up your
arguments (30 points).

Answer:
1. Technology has been one of the most important influences on the growth and
development of OM.
Technology has been a great help and influence in the development of the
society. Tasks and jobs are done easily and less time consuming and it reduce labor
costs and expenses. Modern technology is widely spread throughout the world and is
 used by all companies in manufacturing their products and managing their business.
The continuous upward shift of the technology will enhance the performance of the
businesses in the society and will improve the economy status of the country. Even
though technology made our life easier than before, there are still inevitable negative
effects that occur and might affect the business. An article in Factsuite blog (2019)
cited the negative impacts of technology in the workplace. Companies tend to
improve their technological landscape to cope up with the changes and development
of technology, hence, this causes technology to be one of the reasons for distraction
and addiction since all are fond of social media such as Facebook, Instagram and
Twitter, constant notifications and other posts on these may distract workers while
working thus, became cause of unable to finish the task on time that will eventually
lead to frustration and pressure. Innovations in technology like robotics and AIs
affect the employment. According to Accenture report (2018), due to automation,
employment is affected and more than half of the global population are about to lose
their jobs. Factories are now using machines to manufacture products, though
controlled by few people, manpower is reduced as well as labor costs. Modern
technology may improve the quality and efficiency of business operations, and it is
undeniable that it has a downside that may affect the company. Thus, it is important
to know the right ways of using technology in the workplace and to understand that
it also have limitations.

2. Globalization has changed the way companies do business and must manage their
operations.

Globalization refers to the process of integration of economies by different

countries across the globe. Through globalization, relationship of countries deepen
and it broadens the interdependence of people and different nations. Globalization
pave way to international business and trade where countries are able to transfer or
move their goods and products internationally and to satisfy the needs of the people.
This gives advantage to companies who wants to increase their sales and potential
market but also difficult in managing its operations. Globalization is also a complex
process wherein companies, who do business internationally, have to deal with
cultures, environments and political rules and regulations. Operations management
are in charge of the strategies that are necessary and appropriate for the company to
become successful in international trade. Take McDonald’s as an example, it is one
of the well-known brands and business who expanded globally to promote their
product and this resulted to the increase of sales and its international potential
markets. As of the present, there are about 38, 695 McDonald’s restaurants globally.
McDonald’s made use of the globalization to gain advantage from its competitors
and its management chose the best strategy for the success of the company.
McDonald’s operation management studied and considered the different cultures of
the countries in order for the business to adapt well on its environment like example,
McDonald’s in the United States focused more on promoting the business to
children while in Japan, they tend to focus on both the adult and children where they
 provide products that are unique to the local’s culture. OM must continue to develop
trends and unique products to attract more customers. The operation management
must ensure complete and enough knowledge of the company’s potential market to
fulfill demands and satisfy customers.

Reference:
FSBLOG123. (2019, October 10). Factsuite Blog. Retrieved from Factsuite.com: https://factsuite.com/blog/negative-impact-of-
technology-in-the-workplace/
Justin Keeble, J. L. (2018). Accenture. Retrieved from Accenture: https://www.accenture.com/_acnmedia/pdf-75/accenture-strategy-flip-
side-of-the-digital-revolution-pov.pdf
Racoma, B. (2019, January 4). How McDonald's Adapts Around the World. Retrieved from Day Transalations:
https://www.daytranslations.com/blog/how-mcdonalds-adapts-around-the-world/