SERVICE OPERATIONS MANAGEMENT TERM PROJECT

Description of Project
The purpose of the term project is to have you explore, in modest depth, the
operations function of an existing service organization of your choosing. On
completion of the project you should:
Understand how a service is generated and delivered to the customer using one
service delivery system.
Have explored in depth the operations management activities in the
organization.
In order to achieve these goals, your group is expected to select a service organization
(a firm, the service function in a manufacturing organization, government entity,
health service organization, etc.) and complete the following activities:
1. Document current operations. Using flowcharts, job analyses, job descriptions,
verbal explanations, or similar methods, you should explain the operations
activities and technology for the firm. Specifically, the various inputs,
transformation processes, and several outputs must be identified.
2. Detail OM activities. Carefully and in depth, tell how the following activities
are performed in the firm:
a. Capacity planning
b. Manpower planning, acquisition, and control
c. Scheduling
d. Managing for quality
e. Material control (inventory, supplies, etc.)
f. Cost control
g. Training and development for employees

h. Facility location and layout planning

3. Identify a problem and propose a solution. For each of the activities discussed
in Activity 2, identify at least one operating problem in the firm, describe the
problem as you best understand it, and suggest one or more tentative solutions
to the problem.
4. Prepare a written report. Report your findings to the rest of the class. You also
may be required to submit a copy of your report to the firm, and hence you
should use professional standards in preparing your report (see guidelines for
report preparation that follow).
As a group, you are to identify your organization, seek permission to do your project
with the firm, and turn in a one-page summary about the firm chosen and the proposed
work that is to be carried out.
GUIDELINES ON REPORT PREPARATION
General Format
1. The report must be typed and double spaced.
2. Report covers are a choice of the group but must allow the report to lie flat
when open.
3. Use subheadings within the report and when necessary.
4. A table of contents page is necessary.
5. Plan the report carefully so as to develop an organized and nonredundant
report. It should be organized and assembled as a continuous report and should
not be several independent segments bound together.
Tentative Outline of the Report
1. Executive abstract. The report must begin with a one- to two- page abstract that
orients the reader as to the contents as well as the major sections of the report.
The abstract, by itself, must provide enough information about the project so
that the reader can judge simply by reading this portion if he or she wants to
read further.

2. Introduction. This first segment should present a brief history of the

organization and its local operations. Be brief and succinct, but make sure that
the reader can obtain a perspective of the organization.
3. Environmental background. In this section, discuss the following two aspects.
First, briefly outline the nature of the organization's external environment,
examining the critical factors influencing its operations and policies as well as
its overall operations strategy. Second, in more detail, examine the firm's
internal environment. This involves consideration of customers, suppliers,
distributors, and competitors that comprise the industry. Your analysis should
focus on how the micro environment affects the tactical and operational
decisions made by the organization. To complete this section of the report, you
will need to do some library research, as well as have several meetings with the
organizational representative(s).
4. Organizational analysis. This part of the report should focus on Activities 1 and
2 as outlined in the description of the term project. In particular, be specific
when writing this section. Do not make open-ended statements.
5. Problem identification and solution. In this segment of the report, each team
should focus on Activity 3 in the description of the term project. When
identifying a problem, be specific and also make sure that the problem relates
to the activities you are to study. Further, when developing a solution(s), do not
be open-ended. If you are recommending changes in the current method(s), you
need to estimate the costs, if any, of such changes. As before, be thorough about
solutions that are proposed; that is, make sure that you consider all aspects of
the problem.
6. Summary. In two to three pages, you must summarize your project, including
what you did, how you did it, the major problems, and the solutions proposed.
7. Exhibits, tables, and figures. All calculations, figures, and other information
should be summarized in this section. Additionally, any appendix, exhibit,
table, and/or figure attached to the report must be typed and referred to in the
report.