MGF5690 SERVICE AND OPERATIONS MANAGEMENT ASSIGNMENT代写

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MGF5690 SERVICE AND OPERATIONS MANAGEMENT ASSIGNMENT代写

MGF5690 SERVICE AND OPERATIONS MANAGEMENT
ASSIGNMENT 2 – ANALYSIS OF AN OPERATIONAL FAILURE

Due: end of Week 9 (by midnight Sunday 24^th September)
Weighting/Value: 30% of course grade
Word limit: 1,000words
Presentation: Report format

Task Summary
Apply the principles used during weeks 4-9 of the course to a real service failure for an organization(for-profit or non-profit). Analyze the problem through the lens of course material of weeks 4-9 and recommend realistic service improvements based around these concepts.

Task Specifics

MGF5690 SERVICE AND OPERATIONS MANAGEMENT ASSIGNMENT代写
Identify and analyze an ongoing service problem or past failure for a real organization that can be traced back to sub-optimal use of operations management. The service problem can be drawn from a recent news article or a current/past employer. For example: the Australian Tax Office’s problems with online tax; NBN; a recent product recall; Centrelink’s service provision; Uber’s recent problems; outages at major banks. The problem should meet the following criteria:
§ Involves either a business-to-consumer or business-to-business transaction;
§ A failure that significantly impacted the company’s or government department’s performance;
§ Must be because of an failure that involves one or more of the course topics covered in weeks 4 through 9 (e.g. inventory, capacity or demand planning, quality control, project management, or employee training and management.

This particular service problem should be substantially larger in scale than the one described for your Assignment 1, and should be analysed using core operations processes addressed during weeks 4-9.

Describe the background to the service problem, what you think went wrong/led to the problem, and what should be done to avoid such failures in the future (e.g. help other firms avoid such issues). You should report on the following:
§ the event or ‘glitch’ and any contributing factors;
§ the implications of the problemin terms of customer expectations;
§ the implications of the problem in terms of organizational or shareholder performance;
§ any relevant company history that could be a contributing factor (e.g. change in CEO or prior ownership change);
§ main operations management practices at fault;
§ a solution that utilizes operations management principles learnt through the course.

Grading criteria for this task are shown on the next page.

GRADING CRITERIA

	50-60% (or lower)	60-70%		70-80%	>80%
Key issues	Problem is somewhat clear. The argument shows signs of promise even if it is not fully unified or fully developed.			Has well defined problem. Clearly describes or quantifies the problem to be addressed. Strives to persuade the reader.	Has well defined problem/question. Sets an especially challenging or original task that is fulfilled.
Depth of analysis	Much more is needed to enable a sufficient analysis (e.g. missing or incomplete information)		The research, while sufficient to pass, does not seem to fulfill all of the needs of the argument. Certain essential facts may be missing from an otherwise acceptable paper.	Uses source materials well. Engages different viewpoints related to the topic.	Demonstrates excellent or innovative research, which is well ordered and cited. The literature is well chosen and an in-depth review is provided.
Synthesis of literature	Relevant literature ismissing or improperly addressed. Work is still needed to tie the paper’s ideas together.		It applies up to dateliterature but somewhat superficially. Attempts are made to tie in the concepts of the course.	The paper is wellinformed, demonstrates awareness of relevant literature, theories and concepts developed in the course.	The paper is well informed,synthesises the relevant literature, theories and concepts. Organises the research into a clearly and carefully delineated paradigm. There is an attempt at more than just importing an existing paradigm into a new situation.
Writing style	Higher degree of error, making the paper difficult to follow.		The paper is readable, but the level of error is high or shows signs of general and repeated carelessness.	Is mostly free of grammatical errors, some ambiguities.	Is written in a lucid style and is error-free. Is polished.
References	Inconsistent referencing, referencing errors (such as missing citations or misspelled names).		Makes use mostly of unit materials, some additional references. Some references and citations do not follow acceptable format.	Good use of course materials, some additional references are included. Follows referencing format.	Excellent use of course materials and significant efforts made to include additional references. Follows referencing format.