Final Project

The purpose of this project is to have students explore, in modest depth, the operations

function of an existing service organization of their choosing. On completion of the

project students should:

o understand how a service is generated and delivered to the customer using one

service delivery system; and

o have explored in depth the operations management activities in the organization.

In order to achieve these goals, each group is expected to select a service organization (a

firm, the service function in a manufacturing organization, government entity, health

service organization, and so on.) and complete the following activities:

o Document current operations. Using flowcharts, job analyses, job

descriptions, verbal explanations, or similar methods, explain the operations

activities and technology for the firm. Specifically, the various inputs,

transformation processes, and several outputs must be identified.

o Detail OM activities. Carefully and in depth, describe how the 10 OM activities

are performed in the firm.

o Identify a problem. For each of the activities

discussed above, identify at least one operating problem in the firm. Document

this problem. Describe the problem as is currently understood; attach any

company literature or documentation of the problem.

 o Propose a solution. Suggest one or more

tentative solutions to the problem. Provide detailed explanation so that a reader

will gain a basic understanding of what is proposed.

o Prepare a written report.

Note : As a group, the students should identify the organization, seek permission to do

the project from the firm.

Guidelines for Report Preparation

General Format

1. The report must be typed, Single-spaced.

2. Use subheadings within the report when appropriate.

3. A table of contents page is necessary.

4. Plan the report carefully to develop an organized and non-redundant report. It

should be organized and assembled as a continuous report and should not appear

to 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 to 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.

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 make sure the problem relates to the activities that 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 graphical or

numerical 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.