Professional Documents
Culture Documents
Operation Management
By: Ot Chan Dy, BE & Msc.
Instructor, Management Institute of Cambodia
Contents
Process
Automobile is not just manufacture a car but also provide after sale
service like arrange finance, offering warranties and guarantees.
Computer industry, customer is paying both hardware and software
but after sale service is very important like help-line for
troubleshooting.
intangible
2. Service can not be kept in the stock? Lets examine the cases
Not really necessary and always the case! With IT system customer
could check in without having to see the counter staffs, therefore
reduce check in time process for air transport companies.
That was really in the past! Still true for some cases
With modernization of IT, Angkor Home Hotel in Siem Reap can be
book from Tokyo, Operation Management books can be bought from
Amazon.com and have it ship straight to office door in Phnom Penh.
3. Service
Image
1. Culture
&
Philosophy
Specification that
describe the benefit
offered by service.
4. Service
Concept
Contents Map
Core processes
Process 1
Process 2
Process 3
Process 4
Process 5
Process 6
A business is profitable if the value it creates exceeds the cost of performing the value activities (Porter,
2001)
Contents Map
Contents Map
Scope of responsibility of OM
Decision COO makes both Strategic and Tactics
Decision making process:
1
Scope of responsibility of OM
Strategic vs. Tactics decision
Strategic decision include:
Scope of responsibility of OM
2 Principles must be kept in mind as COO:
1.
2.
Contents Map
Feature articles:
What it take to compete in flat world
Global competition for resources
Feature articles:
strategy & the internet
It is all start with ones
How information gives you competitive advantages
LFC vs KFC
Feature articles:
business climate and climate business
Impact of Climate Changes on future business strategy adoption
Virtual Matrix of Corporate Social Responsibility
Feature articles:
http://en.wikipedia.org/wiki/Business_ethics
http://www.scu.edu/ethics/
Feature articles:
Harvard Business Review on Managing Diversity
Harvard Business Review on Culture Changes
Diversity as strategy Harvard Business Review
Diversity at workplace: benefits , challenges, and required material
tools
Question
Class activities
Objectives:
To get deeper understand of business present & future trends & challenges
Increase level of competences in business research
Team work in practices
Business presentation skill
Topics:
1. Productivity improvement challenges
2. Globalization The competition for resources. Try to answer why companies
are competing with everyone from everywhere for everything?
3. Climate changes threats and opportunities for business in the future (to
include case studies)
4. Management of workplace diversity
5. Using Service Management Model developed by Norman, compare service
offer by The Pizza Company, Lucky Burger, KFC, Pizza World, and Soksabby.
Class activities
Team
A Lead by:
Member:
B Lead by:
Member:
C Lead by:
Member:
D Lead by:
Member:
E Lead by:
Member:
Requirements:
Paper works > 14 pages
Presentation 20 30 min
Q&A < 15 min
Each team member must present
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