Year 12 Business Studies Draft
Operations Case Study research task
Due: Thursday 4th & Friday 5th December
by Wilson Chen
Role of operations management
Strategic role of operations management- cost leadership, good/service differentiation
Goods/services in different industries
Interdependence with other key business functions
Define what ‘the role of operations management in a business’ IS from textbook first
Services can be differentiated by varying the amount of time spent on a service, the level of expertise brought to a service, the qualifications and experience of the service provider and the quality of materials or technology used in service delivery.
A business that uses differentiated services is Qantas. Qantas is the largest Australian airline offering comprehensive domestic and international coverage. Qantas differentiates their service with the ‘City flyer’ express service which means that there are flights every 30 minutes in peak periods between major capital cities in Australia. It also services about 76 overseas destinations.
Jetstar is for price conscious customers while Qantas is a full service airline. They offer business and economy on domestic flights and First, Business, Premium Economy and Economy on international flights. It includes comfort based features such as skybeds, special menus and self-service kiosks.
General information about what operations management is and what services are should be at the beginning
Services are intangible and can be either standardised or customised. Services vary according to whether they are highly specialised or more customised. For example, the fast-food industry aims to standardise the service while medical or legal services are generally customised, unless the nature of the request from a client is standard.
Operations use employees as a major input for their processes, and Qantas Human Resource managers recruit staff such as pilots, baggage handlers and cleaners. Human Resources...