Contents

• 1. Introduction 2
• 2. Operations Management 3
• 3. Virgin Media 4
• 3.1. Customer Service – Work-force Scheduling --- Introduction to the problem 7
• 3.2. Process Map and Explanation 8
• 4. Relevant Operations Theory 12
• 4.1. Forecasting 12
• 4.2. Scheduling 14
• 4.3. Total Quality Management (TQM) 15
• 5. Relating Theory and Practice – The Case of Virgin Media 16
• 5.1. Forecasting 16
• 5.2. Scheduling 17
• 5.3. Total Quality Management 18
• 6. Need for Quality Customer Service and the Impact of Operations Theories 18
• 7. Recommendations 19
• 8. Conclusion 20
• 9. References 21

Description

This paper provides solution to the following question –
Choose an operations management problem relating to an organisation with which you are familiar and undertake a critical review. This should include:
1. an introduction to the problem and its relationship to operations practice in the organisation;
2. an explanation of the process(es) under consideration (ideally incorporating some form of process map)
3. a discussion of relevant Operations theory (make sure that you consider other theory as well as TQM, and that you demonstrate a critical approach to the theory);
4. a comparison of the theory with the practice;
5. consideration of changes which will improve quality and/or customer focus; and
6. recommendations as to how the process(es) could be improved.