Design, build, and maintain IT servers for business that expect 2x or better growth in the next year.

Case Study Analysis
MGT 4851 Case Study
Operations Management

***Use the following format***

Name: Maddison Jackson

Business Name: L&M Towing company

Value
• How does your company create value?
o Action (one or more)
 Examples
 Build
 Design
 Manufacture
 Deliver/Transport
 Consult
 Sell
 Develop
 Consult
 Wholesale
o Product
 Examples
 IT
 Software
 Retail
 Cosmetics
 Accessories
 Real Estate
 Household Goods
 Accessories
 Agriculture
o For (Customers)
 Examples
 Homeowners
 Parents
 Farmers
 Small Business Owners
 Corporations
o Example:
 Design, build, and maintain IT servers for business that expect 2x or better growth in the next year.
Beating the competition
• How will you beat your competition? Examples
o Product Leadership
 Product lines
 Newest features
 Unique features
o Operations Excellence
 Suppliers
 Transportation
 Manufacturing
 IT
o Customer Relationships
 Examples
 Service
 Anticipating customer needs
 Culture & Events
Quality
• Define specifically what quality is for your company and how you will measure it.

Supply Chain
• Specifically list the suppliers, manufacturers, transporters, wholesalers, retailers, or other factors that drive your business.
o Examples
 Organic farmers
 Long-haul truckers
 Overseas assemblers
 Parts makers
 Whole Foods

Statistical Process Control (SPC)
• Measurements
o Write down specific attributes that you will measure when running and monitoring your most critical process.
 Examples
 Weight of ?
 Temperature of ?
 Number of defects of ?
• Failure Mode and Effects Analysis (FMEA)
o List specific failures that could occur in your product or service
 Examples
 Lateness
 Salty
 Frozen
 Loose
 Too large
 Too small
 Uncomfortable
o List the Cause of each particular failure
 Examples
 Packaging
 Transportation breakdown
 Power outage
 Inventory control
 Employee scheduling
o Effect of each failure
 Examples
 Order cancellations
 Customer delay
 Unrecoverable cost of materials
o Corrective action for each failure
 Examples
 Backup generator
 Test at supplier facility
 Upgrade packaging
 New Training
 Add more employees
Services
•
o Service concept
o The experience that you wil deliver from the customer point of view
o Target Customer
o Performance Specifications
 Elements that the customer will measure
 Examples
 Time of delivery
 Number of pairs of shoes that the shelf will hold
 What experience the customer expects
 Examples
 Online order and delivery
 Sales staff to answer questions in store
o Design specifications
 Activities that the employee will do
 Examples
 Measure
 Design
 Explain
 Cook
 Activities that vendors or contractors must do
 Examples
 Write code
 Assemble components
 Ship parts
 Find leases
 Facilities that are needed
 Examples
 Kitchen
 Showroom
 Warehouse
 Machine shop
o Delivery Specifications
 Intermediate of finished products
 Examples
 Tables
 Frozen meals
 Plastic sheets
 Location where provided
 Examples
 At factory
 At storefront
 At assemblers
Costs
• Fixed Cost
o List one or more fixed cost for your business
o Variable Costs
 List one or more variable costs for your business
 Revenue
 List the different revenue streams for your company
 Examples
 Product sales
 Consulting
 Shipping
 Lease payments from tenants
Motivation
• Write down what you will use to motivate employees for specific outcomes
o Outcome
 Examples
 Increase sales
 Increase production volume
 Retain employees
 Have more employees accept hiring offers
o Method
 Use one or more methods from Theory X, Theory Y, or Drive that would achieve those outcomes

Project Management
• Project Name:
o Create a project for your company
• Project Outcome
o Example
 Double table space for restaurant
 Set up marketing process
 Build and test new production line
 Establish new office
• Project Metrics
o Write down what measurable outcome you will agree on with your vendors before you will pay them
 Examples
 Length
 Width
 Weight Capacity
 Customer Measured Outcome
 Examples
 survey based user friendliness
 Brand recognition percentage of target market
 Customer capacity
 Assembly line capacity per hour

Return of Investment (ROI)
• Return:
o Examples
 Growth in customers
 Reduction in cost
 Increase in sales
• Investment
o Examples
 Time
 Money
 Materials
 Lost income due to temporary shutdow

Use APA Format
Graded on APA Format, Spelling/Grammar, Word count (750-1000), Substance of paper – Problem, Analysis, Alternatives, Conclusion – Based on outline above, Organization