Jack has worked for many years as an operations manager in the manufacturing div

Question

Jack has worked for many years as an operations manager in the manufacturing division of his company. Today, however, his manager has advised that his new job will be an operations manager in the company’s Theme Park division, a services business. Describe the differences between these different types of operations and how each measures efficiency and effectiveness. Then, describe changes that Jack will have to consider as a services operations manager rather than as a manufacturing operations manager.

Explanation / Answer

There is much difference between manufacturing and service operations. As a manufacturing operations manager, Jack needs to oversee the activities to produce goods from the raw materials and his efficiency and effectiveness was measured based on the tangible goods manufactured, the quality of goods, the flow of materials through the manufacturing process to ensure continuous production and effective management of storage space. In service operations Jack need to manage a group of employees who handle the customers and provide enough training and guidance to the employees to address the customer concerns efficiently. The efficiency and effectiveness would be measured in terms of intangible goods like customers satisfaction, and less customer complaints. Manufacturing operations does not involve direct interaction with the customer but in service industry Jack needs to interact directly with the customers and address the issues with top priority. He also needs to ensure the resources in the theme park work properly to reduce chances of customer complaints.

During his transition from manufacturing operations to service operations, Jack needs to focus on customer service management and develop good communication skills, interpersonal skills, negotiation skills, conflict management skills and customer service skills to serve the customer better apart from inventory management, technical expertise, and human resource management skills achieved through managing manufacturing operations.

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