A Report on the crisis of Satisfaction
This report has been written because the first batch of deluxe car in Fusion Automobiles (FA), which is called Satisfaction faced severe trials when they hit the road. There was a steady flow of complaints regarding the performance and after-sales service.
In this report, firstly, the operations and process management have been briefly defined. Secondly, the Supply Chain Process and Design have been studied and it has been indicated what benefits and risks they have. Moreover, this report analyzes the interface problems between the various departments of the Fusion Automobiles company. Finally, the objectives of this report are to suggest ways of solving the problems.
PART 1. Operations and Process Management
In the broadest sense, operations management is the management of systems or processes that create goods and / or provide services. Inputs of raw materials, energy, labor, land, and capital are transformed into finished goods. In relation to the provision of intangible services, these same types of inputs are transformed into service outputs. Operations Management includes: forecasting, capacity planning, scheduling, managing inventories, assuring quality, motivating employees, deciding where to locate facilities and so on.
Basically there are 5 types of operations:
a) Goods Producing- as the inputs are made into something else, a new item is created. For instance, farming, mining, construction, manufacturing, power generation;
b) Storage/ Transportation we could call this a “movement” type of operation. Such as warehousing, trucking, mail service, moving, taxis, buses, hotels, airlines;
c) Exchange by which the ownership is transferred, for example, retailing, wholesaling, banking, renting, leasing, library, loans;
d) Entertainment, such as films, radio and television, concerts, recording;
e) Communication operation, they are like newspapers, radio and...