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Review the Project: Details and Guidelines document. For this submission, you have to perform an operations management systems audit. To audit your selected organization, use any of the following documents. I have attached them below 

Characteristics of a Well-Designed Service System
Best Practices Product Design Systems

Comment on each section of the systems review outline.

Services
Products

If the organization you picked delivers both goods and services, then pick one to audit.
MMG 712: Operations Management
Best Practices: Product Design Systems
OM Practical Problem 4: Operations Management Systems Audit
To audit your selected organization, use any of the following documents (in the Handouts area of MyCC):
· Characteristics of a Well-Designed Service System
· Best Practices Product Design Systems
Comment on each section of the systems review outline.
· Services
· Products
If the organization you picked delivers both goods and services, then pick one to audit.
Refer to the section on Services (p. 215) in Chapter 11 in the text.

Best Practice Product Design Characteristics
1. Each step of the product process is consistent with the business purpose of the organization:
a. A. input
b. B. transformation
c. Output
2. Cycle Time is efficient and effective: Cycle time is the average time between completions of successive units in a process. It is directly related to the output capacity of the system – as cycle time is reduced, the process can produce more units in the same period of time, increasing the best operating level used in capacity analysis. Without an actual increase in production volume, capacity utilization will decrease as cycle time decreases but productivity remains the same. As the process produces more output per time period, productivity and capacity utilization will then increase.
3. Inventory Management is efficient and effective:
a. WIP
b. Waste
c. Rework
4. Bottlenecks and blockages are managed and in control
5. Employee training, enrichment and quality of life are managed
6. Quality is measured and assured
7. The system is adaptable to seasonal changes in demand or nature of products (made to order, of of a kind, mass produced)
8. The organization has a feedback system and is a learning organization in terms of assessing its own system and applying needed changes.

MMG 712: Operations Management

7 Characteristics of a Well-designed Services System

OM Practical Problem 4: Operations Management Systems Audit
To audit your selected organization, use any of the following documents (in the Handouts area of MyCC):
· Characteristics of a Well-Designed Service System
· Best Practices Product Design Systems
Comment on each section of the systems review outline.
· Services
· Products
If the organization you picked delivers both goods and services, then pick one to audit.
Refer to the section on Services (p. 215) in Chapter 11 in the text.

Seven Characteristics of a Well-designed Service System
No matter what approach is taken to design a service, the following are typical characteristics of a well-designed system:
1. Each element of the service system is consistent with the operating focus of the firm. For example, when the focus is on speed of delivery, each step in the process should help foster speed.
2. It is user friendly. This means that the customer can interact with it easily — that is, it has good signage, understandable forms, logical steps in the process and service workers available to answer questions.
3. It is robust. That is, it can cope effectively with variations in demand and resource availability. For example, if the computer goes down, effective backup systems are in place to permit service to continue.
4. It is structured so that consistent performance by its people and systems is easily maintained. This means that the tasks required of the workers are doable, and the supporting technologies are truly supportive and reliable.
5. It provides effective links between the back office and the front office so that nothing falls between the cracks. In football parlance, there should be no “fumbled handoffs.”
6. It manages the evidence of service quality in such a way that customers see the value of the service provided. Many services do a great job behind the scenes but fail to make this visible to the customer. This is particularly true where a service improvement is made. Unless customers are made aware of the improvement through explicit communication about it, the improved performance is unlikely to gain maximum impact.
7. It is cost effective. There is minimum waste of time and resources and delivering the service. Even if the service outcome is satisfactory, customers are often put off by a service company that appears inefficient.
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