ASSIGNMENT 2 FRONT SHEET

Qualification BTEC Level 4 HND Diploma in Business

Unit number and title Unit 4: Management and Operations (488)

Submission date 30 October 2020 Date received (1st submission)

Re-submission date Date received (2nd submission)

Student name Tran Tan Phat Student ID Gbd191252

Class GBD0804B Assessor name Alelie C. Zaragoza

Student declaration

I certify that the assignment submission is entirely my own work and I fully understand the consequences of plagiarism. I understand
that making a false declaration is a form of malpractice.

Student’s signature: Date:

Grading grid

P4 P5 P6 M3 M4 D2
 Summative Feedbacks:  Resubmission Feedbacks:

Grade: Assessor Signature: Date:

Internal Verifier’s Comments:

Signature & Date:

* Please note that grade decisions are provisional. They are only confirmed once internal and external moderation has taken
place and grades decisions have been agreed at the assessment board.
 Assignment Brief 2 (RQF)

Higher National Certificate/Diploma in Business

Student Name/ID Number:

Unit Number and Title: Unit 4: Management and Operations (488)

Academic Year: 2020-2021

Unit Assessor: Alelie C. Zaragoza

Assignment Title: ASSIGNMENT 2- Managing Business Operations

Issue Date:

Submission Date: 30 October 2020

Internal Verifier Name:

Date:

Submission Format:

Format:

 This assignment is an Individual report and specifically.

 You must use font Calibri size 12, set number of the pages and use multiple line spacing at 1.5.
Margins must be: left: 1.25 cm; right: 1 cm; top: 1 cm and bottom: 1 cm.
 You should use in text references and a list of all cited sources at the end of the essay by applying
Harvard referencing style.
 The recommended word limit is 2000-2500 words (+/-10%), excluding the tables, graphs, diagrams,
appendixes and references. You will not be penalized for exceeding the total word limit.
 The cover page of the report has to be the Assignment front sheet 2 (to be attached with this
assignment brief).

Submission

 Students are compulsory to submit the assignment in due date (slot 38) and in a way requested by
 the Tutor.
 The form of submission will be a soft copy posted on http://cms.greenwich.edu.vn/.
 Remember to convert the word file into PDF file before the submission on CMS.

Note:

 The individual assignment must be your own work, and not copied by or from another student.
 If you use ideas, quotes or data (such as diagrams) from books, journals or other sources, you must
reference your sources, using the Harvard style.
 Make sure that you understand and follow the guidelines to avoid plagiarism. Failure to comply this
requirement will result in a failed assignment.

Unit Learning Outcomes:

LO3. Demonstrate an appreciation of the role of leaders and managers play in the operations function of an
organization.
LO4. Demonstrate an understanding of the relationship between leadership and management in a
contemporary business environment.

Assignment Brief and Guidance:

Assignment scenario.

The Covid-19 pandemic has caused the deepest global economic recession since WWII (World Bank, 2020),
which impacts on almost all businesses to a greater or lesser extent.

You are the head of the Operations Management Department of COMPANY NAME. You have been assigned
by the managing director to carry out an evaluation on the current operational activities and the role of
management and leadership in various contexts. This report will enhance the decision making of BOD in the
Extraordinary General Meeting due to the occurrence of COVID 19 with regards to adjusting the operations
activities to meet the future objectives and expectations of stakeholders.

Structure of the Report:

General introduction: main purposes and structure of the work.

Main contents of the report:

1. Explain the operations and operations management theories and approaches and the role that
 leaders and managers play.

In specific:

Discuss the key theories of operations and operations management including six sigma, lean
production and queuing theory.

Explain different operations management approaches including MBO & SMART criteria, TQM,
Kaizen, JIT production. Find out whether your chosen company is currently applying any TQM
techniques and JIT production or not with evidences to justify your answer. Besides, propose a
SMART objective for your company to aim for in the future. Support your proposal.

In addition to that, critically evaluate the importance of different operations management

approaches in contemporary business environment to help obtain and maintain business
competitive advantages especially for a situation like the COVID 19 pandemic.

2. Explain the importance and value of operations management in achieving business objectives. In
specific:

Discuss the key operational functions of a business (e.g. product and process design, scheduling,
transformation process, control and distribution systems, logistics and inventory management,
capacity management). Find out how your company is currently operating these functions in
practice (at least 3 applications must be provided).

Explain how managing these operational functions would help your company to achieve the
targeted SMART objective (which has been proposed by you previously). Which operational
function(s) is the most important one to obtain that objective?

To enhance your discussion, evaluate in general whether management or leadership role is more
appreciated in the work of managing a business’ operations once the objective is already specified.

3. Assess the factors within the business environment that impact upon operational management and
decision-making by leaders and managers. In specific:

Carry out a brief study on the impacts of Covid-19 and some contemporary management issues
(such as CSR, culture, value, ethics and sustainability) that the chosen company/industry is facing.
The relevant stakeholder pressures should also be taken into considerations.

Discuss on how leaders and managers should respond to the external impacts while meeting the key
stakeholders ‘expectations and reducing the stakeholders’ pressure by becoming a corporate
 entrepreneur and encouraging intrapreneurship.

Evaluate whether management or leadership role is more appreciated in the work of managing
operations to fulfil organizational stakeholders’ expectations and pressures.

To further enhance the work, critically explain how the pressures and expectations of different
stakeholder groups can impact significantly and shape a company’s strategy and operations in
general.

A conclusion to summarize all the key findings and analysis must be presented. Plus, you can carry out a self-
criticism on your own work (in terms of strengths and weaknesses).

Recommendation – what operational strategies can you advise to companies in same industry?

Unit assessment criteria

Pass Merit Distinction

LO3. Demonstrate an appreciation of the role leaders and managers
play in the operations function of an organization.
P4. Explain the key approaches
to operations management and
the role that leaders and M.3 Evaluate how leaders and
LO3 & 4
managers play. managers can improve efficiencies of
D.2. Critically
P5. Explain the importance and operational management to
evaluate application
value of operations successfully meet business objectives.
of operations
management in achieving
management and
business objectives.
factors that impact
LO4. Demonstrate an understanding of the relationship between
on the wider
leadership and management in a contemporary business environment.
business
P.6. Assess the factors within
environment.
the business environment that
M.4 Analyze how these different
impact upon operational
factors affect the business
management and decision-
environment and wider community.
making by leaders and
managers.
Table of content:
Introduction

Methodology

Finding

I. Definition of production management

1. Definition

2. Importance of management of production in business

II. Evolution of Operations management

Today OM environment

Back ground of Hershey’s

Organizational Structure of Hershey’s

III. Operational function

1. The key operational functions of a business

1.1 Production and Process design

1.2 Scheduling

1.3 Transformation Process

1.4 Control and Distribution systems

1.5 Logistics and Inventory management

1.6 Capacity Management

2. Currently operating functions in practice applied for Hershey’s

2.1 Production, Process design and scheduling of making a piece of chocolate

2.2 Capacity Management

IV. Quality management strategies

V. The factor within the business environment that impact upon operational management and decision-
making by leaders and manager

Conclusion

Recommendation

References
Student’s name: Trần Tấn Phát

GBD191252

Word count:
Introduction

Figure 1: Hershey’s logo (cspdailynews, 2019)

Hershey’s is the largest chocolate manufacturer in United States, and it is continuing to expand all over
the world. What was once known as Hershey’s Food Corporation is now known as the Hershey Company
since 2005 (“The Hershey Company”, 2009). The man behind this company is Milton Hershey, who was
raised in central Pennsylvania, and this later became home to the Hershey’s company. What started out
as Crystal A Caramels, has expanded to a chocolate company that includes products like milk chocolate,
Cookies ‘n’ Creame, kisses, Krackel, Mr. Goodbar, cocoa, spreads, and syrups. 1900 was the year
Americans were able to enjoy a Hershey’s Milk Chocolate Bar, and just a few years later, more Hershey’s
products were developed. (“Chocolate Products” 2015)

Methodology
Books and article from Internet have a quite large

Finding
I. Definition of production management
1. Definition

Production Management is the process of effective planning and regulating the operations of that
section of an enterprise which is responsible for the actual transformation of materials into finished
products (E.L. Brech)

2. Importance of management of production in business

 Specification and procurement of input resources namely management, material, and land,
labour, equipment and capital.

 Product design and development to determine the production process for transforming the input
factors into output of goods and services.

 Supervision and control of transformation process for efficient production of goods and services.(
yourarticlelibrary, 2020)

II. Evolution of Operations management

TIME CONCEPT TOOL ORIGINATOR
1910 Scientific management Time Study F. W. Taylor
time study and work
study developed:
dividing planning and
doing of work
Industrial Psychology OCD, motion study Frank B. Gilbert
Economic Lot Size EOQ F. W. Harris
1930-1950 Quality control Flowchart, Check Sheet, Walter Shewhart,
Cause-Effect Diagram Dodge, Roming
Digital computer Universal Turing John Macuchlly, J.P.
Eckert
1960 Operations Research Manufacturing Philip McCord Morse
techniques companies, service and many researchers
organizations, military
branches
1970 Widespread use of Forecasting, Project Oliver Wight, Joseph
computers Management Orlicky
 1980 Just-in-time, Total- CIM, FMS, Poka-Yokes, Taiichi Ohno, William
Quality-Control, Factory Kanban Edwards Deming, Dick
automation Computer-aided Morley and many others
Design/ Computer- researcher
aided Manufacturing
(CAD/CAM)
1990 Total Quality Value and concurrent W. Edwards Deming
Management engineering, ISO 9000,
Six sigma
Business Process Process Improvement Michael Hammer
Reengineering
Supply Chain Logistic, SAP, Perfect Keith Oliver, Andrew
Management commercial, etc. Lloyd Webber
2000 E-commercial Worldwide on Internet Michael Aldrich, Jeff
Beros

Today OM environment

 Operating effectively and incorporating best practice concepts, including on-time quality
management (JIT), holistic (TQM), continuous improvement, resource planning, and supply chain
management ( SCM)
 Support customers with better quality, higher speed and lower cost services.
 Large, sophisticated software systems like Enterprise resource planning (ERP) are used to identify
and plan the resources required across the enterprise to coordinate all activities related to
manufacturing and distributing products.
 Multiple system-wide approach to produce efficient operations. (oreilly, 2020)

Back ground of Hershey’s

Name of the company Hershey’s

Industry Food processing
Predecessor Lancaster Caramel Company
Establish February 9, 1894 (as Hershey Chocolate Company)
 The head office Lancaster, Pennsylvania, United States
Slogan Pure Hershey’s. Pure happiness.
Total assets $8,14 billion (2019)
Chairman of the board Michele Buck
Company’s Website https://www.hersheys.com/en_us/home.html

Organizational Structure of Hershey’s

Figure 2: Hershey’s Organizational structure (usughhs, 2020)

III. Operational function
1. The key operational functions of a business

1.1 Production and Process design

Product Design describes the process of imagining, creating, and iterating products that solve users’
problems or address specific needs in a given market.

The key to successful product design is an understanding of the end-user customer, the person for whom
the product is being created. Product designers attempt to solve real problems for real people by using
both empathy and knowledge of their prospective customers’ habits, behaviors, frustrations, needs, and
wants (productplan, 2020).

Process Design is the act of transforming an organization’s vision, goals, and available resources into a
discernible, measureable means of achieving the organization’s vision. Process design may start with
process analysis; best practices from similar organizations; process reference models from
industry‐standards organizations (e.g., SCOR or eTOM) or third party consultants; or “green field” —
ideas coupled with the experience and insights of the process design team. Process design focuses on
defining what the organization will do to achieve its financial and other goals. (heflo, 2020)

1.2 Scheduling

Scheduling is the determination of the time that should be required to perform each operation and
also the time necessary to perform the entire series, as routed, making allowance for all factors
concerned.

As far as the scheduling is concerned, three types of schedules are required to be prepared:

1. Master Schedule

This indicates desired quantities of each type of product to be produced on a daily or weekly or
monthly or quarterly basis to meet the customers’ orders or forecasted demand.

2. Operation schedule

It refers to fixing the final total time required to do a particular piece of work (operation)

3. Daily Operation Schedule

It reveals the time required to do each detailed operation of a given job with the assigned machine or
process.( accountlearning, 2020)

1.3 Transformation Process

“A transformation process is any activity or group of activities that takes one or more inputs, transforms
and adds value to them, and provides outputs for customers or clients. Where the inputs are raw
materials, it is relatively easy to identify the transformation involved, as when milk is transformed into
cheese and butter. Where the inputs are information or people, the nature of the transformation may be
less obvious. For example, a hospital transforms ill patients (the input) into healthy patients (the
output).” (open.edu, 2020)

Transformation processes include:

 Changes in the physical characteristics of materials or customers

 Changes in the location of materials, information or customers

 Changes in the ownership of materials or information

 Storage or accommodation of materials, information or customers

 Changes in the purpose or form of information

 Changes in the physiological or psychological state of customers. (open.edu, 2020)

1.4 Control and Distribution systems

A control system is a set of mechanical or electronic devices that regulates other devices or systems by
way of control loops. Typically, control systems are computerized.
Control systems are a central part of industry and of automation. The types of control loops that regulate
these processes include industrial control systems (ICS) such as supervisory control and data acquisition
(SCADA) and distributed control systems (DCS). (whatis.techtarget, 2017)

Distribution systems can be defined as the sequential flow of procedures, systems, and activities which
are designed and linked to facilitate and monitor the movement of goods and services from the source
to the consumer. Essentially, distribution is about making products and services available to the end
users when and where they need them.(study, 2020)

1.5 Logistics and Inventory management

Logistics management refers to the overall process of managing how resources are acquired, stored, and
transported to their final destination. Logistics management involves identifying prospective distributors
and suppliers and determining their effectiveness and accessibility. Logistics managers are referred to as
logisticians. (Will Kenton, 2020)

Inventory management refers to the process of ordering, storing and using a company's inventory. This
includes the management of raw materials, components and finished products, as well as warehousing
and processing such items. (Adam Hayes, 2019)

1.6 Capacity Management

Capacity management refers to the act of ensuring a business maximizes its potential activities and
production output—at all times, under all conditions. The capacity of a business measures how much
companies can achieve, produce, or sell within a given time period. (ANDREW BLOOMENTHAL , 2020)

2. Currently operating functions in practice applied for Hershey’s

2.1 Production, Process design and scheduling of making a piece of chocolate

Extraction of raw materials is where it all begins. In order for this craved Hershey Bar to become
chocolate, it must go through many steps and processes. Lets begin with the cocoa pod. The cocoa pod
comes from tropical evergreen cocoa trees, specifically the Theobroma Cacao. These types of trees are
known to be in Central and South America and some parts of West Africa and Asia. These pods start off
green, but then when they become ripe they’re orange. Once they’re orange, harvesters come to break
the pod open with a machete, and lo and behold inside are the cocoa beans (“The World Atlas of
Chocolate”).
The next process that takes place is fermenting process. The beans will be placed into a wooden crate
covered with banana leaves and can be left to sit there for up to 7 days. This process is so the cocoa bean
can be heated and that the seeds’ sugar can be turned to acid to break down the bitter taste of the
cocoa and make it more sweet (“The Story of Chocolate”).

Finally, the cocoa beans are ready to be dried. Harvesters will put the beans on a sheet tray or pan and
leave them in the sun for about a week. Once the beans are dried and weigh less than what they did
before, they’re ready to be put into big sacks and sent to manufacturing companies. (“The Story of
Chocolate”) (U.osu.edu, 2020)

Manufacturing is the next big step in coming closer to having a piece of chocolate. Once the cocoa beans
have reached the Hershey’s Company, they are ready to be made into cocoa butter and chocolate.

The first steps are testing, cleaning and roasting. The cocoa beans are tested for any defects like insects
and mold. After they have done this, they make the cocoa beans into chocolate liquor. This is so the
company can test the flavor and the smell. Once the Hershey’s company decides they like the liquor, the
factory will clean the beans to remove any gross substances and bacteria (“ecolechocolat”).

After they clean them, they’ll be put into a huge roaster for about 35 minutes where the shell of the
cocoa bean separates from the bean kernel. This is called the fanning process. Once they are roasted,
they’ll do the next step which is winnowing. This process involves the beans being placed into a current
of air so that excess nibs are removed from the bean (“ecolechocolat”).

Then, these nibs are then crushed to make a liquid cocoa butter. They are crushed between large, heavy
steel discs that melt the fat inside the cocoa butter to create the actual chocolate liquor. One of the last
steps to finally get to the molding process is conching. This process is where the sweet, chocolatey flavor
develops. The conch machine rotates the chocolate liquor (with the other ingredients) for maybe hours
or days until that bitter taste is gone (“ecolechocolat”).
In the the last part, molding the chocolate. The chocolate liquor is tempered and cooled until it’s molded
however the Hershey’s company wants or it might go through another process to get any added caramel
or peanut butter inside (“ecolechocolat”). (U.osu.edu, 2020)

2.2 Capacity Management

Known as the country's number 1 chocolate company, Hershey's perceives managing its own products is
very important. Expanded worldwide after much success, prices and weights of Hershey’s products can
be expected to change “to accommodate changes in costs, the competitive environment and profit
objectives, while at the same time maintaining consumer value”. The company also takes into account
the costs of raw and packaging materials, fuel, utilities, transportation and employee benefits

 Good use of SMART capabilities would bring enormous benefits in the accomplishment of company
goals. Relying on enough variables will allow a company to completely cut costs in the computation time
it takes to create products. That's why Hershey should focus more on logistics and warehouse
management in order to avoid inventory costs as well as freeing up more inventory, handling inventory
costs, and more. In categories and workflow plans, reasonable planning for major holidays like
Valentine's Day, etc. can attract a large number of customers to help support increased transactions for
the company

IV. Quality management strategies

1. Operational Management Theories

1.1 Queuing theories

 Figure 3: Queuing theory (Queue-it, 2020)

Queuing theory is the mathematical study of the congestion and delays of waiting in line. Queuing
theory (or "queueing theory") examines every component of waiting in line to be served, including the
arrival process, service process, number of servers, number of system places, and the number of
customers—which might be people, data packets, cars, etc. (Will Kenton, 2019)

Queuing theory uses the Kendall notation to classify the different types of queuing systems, or nodes.
Queuing nodes are classified using the notation A/S/c/K/N/D where:

 A: is the arrival process

 S: is the mathematical distribution of the service time
 c : is the number of servers
 K : is the capacity of the queue, omitted if unlimited
 N : is the number of possible customers, omitted if unlimited
 D : is the queuing discipline, assumed first-in-first-out if omitted (Queue-it, 2020)

Application for Hershey’s

By applying queuing theory, Hershey's is able to develop more efficient process systems, pricing
mechanisms, HR solutions, and customer management strategies to reduce customer waiting times and
increase quantity of customers can be served. Also, because Hershey's chocolates are a snack that can be
bought in many parts of the market, there's no need to worry about queuing up, which is why there are
costly excess.

1.2 Lean production

Figure 4 : Lean manufacturing (Denbaohieu, 2020)

Lean production is an approach to management that focuses on cutting out waste, whilst ensuring
quality. This approach can be applied to all aspects of a business – from design, through production to
distribution.

Lean production aims to cut costs by making the business more efficient and responsive to market
needs.

This approach sets out to cut out or minimize activities that do not add value to the production process,
such as holding of stock, repairing faulty product and unnecessary movement of people and product
around the business. (tutor2u, 2010)

Systematic elimination of 6 waste types

 Over-production: making more than is needed – leads to excess stocks

 Waiting time: equipment and people standing idle waiting for a production process to be
completed or resources to arrive
  Transport: moving resources (people, materials) around unnecessarily

 Stocks: often held as an acceptable buffer, but should not be excessive

 Motion: a worker who appears busy but is not actually adding any value

 Defects: output that does not reach the required quality standard – often a significant cost to an
uncompetitive business (tutor2u, 2010)

Effective lean production requirements

The main principles of lean manufacturing are zero waiting time; zero inventory, internal customer pull
instead of push, reduced batch sizes, and reduced process times.

 As the above essay given an information that Hershey’s products can be expected to change “to
accommodate changes in costs, the competitive environment and profit objectives, while at the same
time maintaining consumer value”

1.3 Just in time production

 Figure 5: JIT (marketbusinessnews, 2020)

Definition and How does JIT work

The just-in-time (JIT) inventory system is a management strategy that aligns raw-material orders from
suppliers directly with production schedules. Companies employ this inventory strategy to increase
efficiency and decrease waste by receiving goods only as they need them for the production process,
which reduces inventory costs. This method requires producers to forecast demand accurately.

The JIT inventory system contrasts with just-in-case strategies, wherein producers hold sufficient
inventories to have enough product to absorb maximum market demand. (Janet Berry-Johnson, 2020)

Key principals
Total Quality Management, Production Management, Supplier Management, Inventory Management
and Human Resource Management (amarshelke, 2020).

Benefit
Lower stock holding means a reduction in storage
space which saves rent and insurance costs.
As stock is only obtained when it is needed, less
working capital is tied up in stock
There is less likelihood of stock perishing,
becoming obsolete or out of date
Drawback
There is little room for mistakes as minimal stock is
kept for re-working faulty product
Production is very reliant on suppliers and if stock
is not delivered on time, the whole production
schedule can be delayed
There is no spare finished product available to
meet unexpected orders, because all product is
made to meet actual orders – however, JIT is a very
responsive method of production

Example: If Hershey’s open at 6 am, the materials like butter, milk or cocoa beans need to be
transported at 4 am or sooner

2. Operational Management Approaches

2.1 MBO & SMART criteria

MBO

Management by objectives (MBO) is a strategic management model that aims to improve the
performance of an organization by clearly defining objectives that are agreed to by both management
and employees. According to the theory, having a say in goal setting and action plans encourages
participation and commitment among employees, as well as aligning objectives across the organization.
(AMY DRURY, 2020)

The term was first outlined by management guru Peter Drucker in his 1954 book, The Practice of
Management.

SMART objective
 Figure 6: SMART objectives (ghcc.org,2019)

There are endless methodologies, but the SMART type has gained greater credibility and popularity for
its results in recent years, according to which the objectives must have the following characteristics:

 S (Specific)
 M (Measurable)
 A (Achievable)
 R (Relevant)
 T (Timely) OPPORTUNITY – BOUNDED IN TIME (ghcc.org,2019)
2.2 Total Quality Management Approach

Quality

Quality The state of being superior to something else. High quality is an important aspect for many goods
because it may increase sales (quality definition in business, 2020).

“The meaning of ‘Quality’ in Oxford Dictionary is ‘the standard of something when it is compared to
other things”, said Vijender Pal Saini.

4 dimension of quality

 Quality of design

This is determined before the product/service is produced through market research, design concept and
specifications. Market research assesses the customer’s needs. a design concept is developed to meet
those needs. The design specifications is developed to identify what the customer is going to get out of
the product/service.

 Quality of Conformance

This is the means of producing a product to meet the specifications. When a product conforms to
specifications, operations considers it a quality product regardless of the quality of the design
specifications.

 The "bilities" Availability, Reliability and Maintainability

Availability- whether the product/service is available for operation and not down for repairs or
maintenance. This defines the continuity of service to the customer.

 Field Service

This refers to the after sale service, warranties, repair and replacement service that the company offers.

Why cares about quality

Since ancient times, people have always been looking for better things to increase their satisfaction,
quality is something that is always increased to more and more satisfied their lives. It can be said that
people always look for the best quality of products such as food, clothes, food and things that exist in
their lives.
Cost of quality

Cost of quality (COQ) is defined as a methodology that allows an organization to determine the extent to
which its resources are used for activities that prevent poor quality, that appraise the quality of the
organization’s products or services, and that result from internal and external failures. Having such
information allows an organization to determine the potential savings to be gained by implementing
process improvements.( asq.org, 2020)

Quality Awards & Standards

 The Malcolm Baldrige National Quality Award (MBNQA)

 Korean National Quality Management Award
 Indonesian Quality Award
 China Quality Award

Total Quality Management

Total quality management (TQM) is the continual process of detecting and reducing or eliminating errors
in manufacturing, streamlining supply chain management, improving the customer experience, and
ensuring that employees are up to speed with training. Total quality management aims to hold all parties
involved in the production process accountable for the overall quality of the final product or service.
(Investopedia. 2020)
The evolution of TQM

Figure 7: History of TQM (asq.org, 2020)

Ways of improving quality

Measure and Measure Some More

Two key performance indicators (KPIs) you should deploy today are quality escapes and quality captured.
Determine which bucket quality mistakes fall into. The first bucket is comprised of mistakes that were
internally "captured" by your team so the client was never aware of them. Captured quality errors aren’t
as bad because the client never knew -- maybe they suffered a delayed delivery, but that’s it. Your client
is not injured by the stumble.

The second bucket consists of quality issues that "escaped" your operation and were discovered by the
client. These escaped quality defects are horrific. Your client is exposed to your firm’s failure, which
undermines the long term vendor relationship. But measuring these mistakes transparently will bring
your team’s attention to these issues and you’ll see improvement from the spotlight effect: The team
will understand they are important.

Focus on Process, Not People

Every employee comes to work to do a good job. In most cases, the defect is the process, not the person
you trust. Remember that, and fix it by adding process steps or new checks to the system. Don’t make it
a game of "who screwed this up?" That will deflate the team. Everyone will cower in fear and point
fingers without ever getting to the root cause.

Meet Weekly

Initially the meetings will be long and tedious. You need to discuss with all the players each quality issue
that occurred, and get to the root cause. Over time--less time than you think--the meetings will get
shorter, as processes are strengthened and systems get more robust. Confidence will build as people see
the systems are catching errors and eliminating heartburn.

Create a Quality Chart

Sort the biggest quality issues by category and focus in on the big issues. Work them till they get to be
small issues. Don’t focus as much time on the unusual quality issues; spend your time in the places with
the most frequent problems.

Make It Public
Place your quality results in your lunchroom. Everyone should see this is a company emphasis and you
want to improve in a transparent way. The daily, visible reminder will demonstrate your commitment to
quality to the people who impact it every day: your team (inc, 2014).

Why TQM efforts fail?

The most frequently mentioned reasons for TQM implementation failures include insufficient education
and training, lack of employees’ involvement, lack of top management support, inadequate resources,
deficient leadership, lack of a quality-oriented culture, poor communication, lack of a plan for change
and employee resistance to the change programme. Research limitations/implications (Ali, 2014).

TQM within OM

Implementing total quality management requires broad and sweeping changes throughout a company. It
also affects all other decisions within operations management. The decision to implement total quality
management concepts throughout the company is strategic in nature. It sets the direction for the firm
and the level of commitment. For example, some companies may choose to directly compete on quality,
whereas others may just want to be as good as the competition. It is operations strategy that then
dictates how all other areas of operations management will support this commitment. (O’Reilly, 2020)

3. IOS

3.1 Contemporary Issues in Management

Hershey unveils new corporate social responsibility strategy

 Nourish one million minds by 2020.

 Invest in brands and business models that make a difference in the world.
 Protect biodiversity and safeguard natural environments.
 Enhance the lives of 10 million people.
 Continue making Hershey a great place to work.

Business ethics

Ethics is two things. First, ethics refers to well-founded standards of right and wrong that prescribe
what humans ought to do, usually in terms of rights, obligations, benefits to society, fairness, or
specific virtues. Ethics, for example, refers to those standards that impose the reasonable obligations
to refrain from rape, stealing, murder, assault, slander, and fraud
 Secondly, ethics refers to the study and development of one's ethical standards (Velasquez, Andre,
Shanks and J. Meyer, 2010)

Ethical philosophies

Utilitarianism is an effort to provide an answer to the practical question “What ought a person to do?”
The answer is that a person ought to act so as to produce the best consequences possible.

Deontological ethics.

In deontological ethics an action is considered morally good because of some characteristic of the action
itself, not because the product of the action is good. Deontological ethics holds that at least some acts
are morally obligatory regardless of their consequences for human welfare.

Virtue ethics

Approach to ethics that takes the notion of virtue (often conceived as excellence) as fundamental. Virtue
ethics is primarily concerned with traits of character that are essential to human flourishing, not with the
enumeration of duties.

Social contract

In political philosophy, an actual or hypothetical compact, or agreement, between the ruled and their
rulers, defining the rights and duties of each. ...According to the theory, individuals were born into an
anarchic state of nature, which was happy or unhappy according to the particular version.
(Libguides.csu.edu, 2012)

Ethical temptations and violations

An ethical temptation is a conflict other than between the planner and the client’s interest, as well as a
situation in which there are good reasons for both acting and not acting in a certain way.

Ethics violations such as discrimination, safety violations, poor working conditions and releasing
proprietary information are other examples. Situations such as bribery, forgery and theft, while certainly
ethically improper, cross over into criminal activity and are often dealt with outside the company

Example: A company that does not allow people over the age of 50 to work in the company is subject to
a penalty under the age discrimination labor law
Corporate Social Responsibility

Corporate social responsibility (CSR) is a self-regulating business model that helps a company be socially
accountable—to itself, its stakeholders, and the public. By practicing corporate social responsibility, also
called corporate citizenship, companies can be conscious of the kind of impact they are having on all
aspects of society, including economic, social, and environmental. (James. J, 2020)

Definition of Stockholder
A stockholder or shareholder is the owner of shares of a corporation's common or preferred stock.
(AccountingCoach, 2020)
Definition of Stakeholder
A stakeholder is anyone that has an interest or is affected by a corporation or other organization. In
other words, a stockholder isn't the only party having a stake in the corporation. (AccountingCoach,
2020)

Examples of Stakeholders
The stakeholders in a corporation include its: stockholders, creditors, employees, families of the
employees, suppliers, customers, community, and others. (AccountingCoach, 2020)

A example of an organization that does not have stockholders is a state university. Even though it does
not have stockholders, the university will have the following stakeholders: students, students' families,
alumni, professors, administrators, businesses, state taxpayers, the local community, the state
community, society in general, custodians, suppliers, etc. (AccountingCoach, 2020)

CSR initiatives
 XEROX – Community Involvement Program
 Chipotle and Intermarché – The Inglorious Fruit and Vegetable
 TOMS Shoes – One for One Campaign, etc.

Environmental Sustainability

"Going green" means to pursue knowledge and practices that can lead to more environmentally friendly
and ecologically responsible decisions and lifestyles, which can help protect the environment and sustain
its natural resources for current and future generations. (Thrall.org, 2020)

Seven initiatives to Go Green

 Green Peace UK
 The Ecologist
 Rob Hopkins, Transition Network
 Wrap
  Philip Booth
 Me Eco You Eco
 My Zero Waste, the Green Family

Benefits of being ethical and CSR

The advantages of ethical behaviors include:

 Higher revenues – demand from positive consumer support

 Improved brand and business awareness and recognition
 Better employee motivation and recruitment
 New sources of finance – e.g. from ethical investors (tutor2u. 2020).

The potential benefits of CSR to companies include:

 Better brand recognition

 Positive business reputation
 Increased sales and customer loyalty
 Operational costs savings
 Better financial performance
 Greater ability to attract talent and retain staff
 Organizational growth
 Easier access to capital (Nibusinessinfo.co.uk. 2020)

CSR with stakeholders

Definition and classify

A stakeholder is a party that has an interest in a company and can either affect or be affected by the
business. The primary stakeholders in a typical corporation are its investors, employees, customers, and
suppliers. However, with the increasing attention on corporate social responsibility, the concept has
been extended to include communities, governments, and trade associations.

Users as Stakeholders

Users are the stakeholder-type of people who will use the products of your project or programme.

They are the beneficiaries of the outputs.

They could be customers who are a very important group of stakeholders or another internal
department.
For example, in the case of delivering a new software package for your Sales team, the stakeholders
would be the Sales team.

Governance as Stakeholders

These are people or groups of people who have an interest in how things are managed on the project or
programme.

For example, management boards or steering groups would fall into this category, as they usually have
the job to monitor the quality of the project as it develops and to provide advice and guidance
throughout its course.

In this group of governance, stakeholders belong to auditors, regulators, and health and safety
executives.

Influencers as Stakeholders

Influencers are the people who have the power to influence decisions and the ability to change the
direction of a certain project or programme.

In the group of influencers as stakeholders belong to trade unions and lobby groups as they are known
for having the capability to impact a project’s track and protect and improve the outcome.

Providers as Stakeholders

As you would expect, suppliers and vendors fall into this category. More specifically, a supplier’s job is to
supply a company. In addition, the group of providers can cover a larger number of profiles also including
business partners, temporary contractors, catering staff, and anyone else who provides resources to the
project or programme.

The Stakeholder Expectations Definition Process is the initial process within the SE engine that
establishes the foundation from which the system is designed and the product is realized. The main
purpose of this process is to identify who the stakeholders are and how they intend to use the product.
This is usually accomplished through use-case scenarios (sometimes referred to as Design Reference
Missions [DRMs]) and the ConOps. (NASA, 2019)

Stakeholder conflict arises when the needs of some stakeholder groups compromise the expectations of
others. A business has to make choices which some stakeholders might not like (Business Case Studies.
2019).
3.2 Entrepreneurship/ Intrapreneurship

Definition

Entrepreneurship is the act of creating a business or businesses while building and scaling it to generate
a profit.

Intrapreneurship is a system which allows an employee to act like an entrepreneur within an

organization. Intrapreneurs are self-motivated, proactive, and action-oriented people who have
leadership skills and think outside the box.

Figure 8: Entrepreneurial Process Model (Entrepreneurial Process Model, 2020)

An ideal entrepreneur must be innovative enough. This means that his or her venture must be backed by
relevant knowledge and creativity but encased in achievable limits. Past experience and technical
knowhow are integral components that will enhance confidence and enthusiasm while kick starting.
(123helpme, 2020)
 Figure 9: Business relationship Management (BRMInstitude, 2020)

Example:

One member limited liability company is an enterprise owned by an organization or individual

(hereinafter referred to as the company owner); The company owner is responsible for the debts and
other liabilities of the company to the extent of the company's charter capital:

DNTN TRƯƠNG THỊ MỸ HƯƠNG, etc.

Intrapreneurship phases and development

Phrase

Step 1: The first step is to encourage the workers to put forward their views and opinions. Also, the
employees should be made familiar with the person or authority in front of whom he/she can present
the idea.
Step 2: The next is analyzing the compatibility of the idea with the organizational need, mission,
objectives, values, vision, consumer demand, etc.

Step 3: Now is the time to inspect the idea from different perspectives to seek any scope of betterment.

Step 4: This step is quite crucial as it aims at getting the approval on idea implementation from all the
related parties like team, associates, investors and even customers (in case of industrial buyers).

Step 5: The final feasibility test of any new project can be done by identifying the SWOT (strengths,
weaknesses, opportunities and threats) for both, the idea and the person himself or herself.

Step 6: After the idea is well tested for compatibility, applicability and feasibility, it is modified and
crafted such that it becomes workable for the organization. (Prachi. M, 2019)

Development

Investigating service delivery shortfalls with effectively developed intrapreneurial teams leads to new
and/or improved services. New service developments in turn lead to the development of new products.
An action research model based on Deming's PDSA (plan, do, study, act) cycle determines the point of
departure for each stage of innovation. The PDSA cycle provides a method for combining innovation,
knowledge development and management. (Emerald, 2007)

Corporate entrepreneurship

Corporate Entrepreneurship is a process used to develop new businesses, products, services or

processes inside of an existing organization to create value and generate new revenue growth through
entrepreneurial thought and action.
 Figure 9: The 4 type model of CE (sloanreview, 2007)

Entrepreneurship vs. Intrapreneurship

An entrepreneur runs their own company. They have complete freedom and responsibility -- for better
or for worse. An intrapreneur is responsible for innovating within an existing organization (usually a big
one). While intrapreneurship is less risky, it also comes with less autonomy

3.4 The operational process or service of the company.

Step by step process:

1. Extraction of Raw Materials (This process is so the cocoa bean can be heated and that the seeds’
sugar can be turned to acid to break down the bitter taste of the cocoa and make it more sweet)
2. Manufacturing (made cocoa beans into cocoa butter and chocolate)

3. Purchase (categorize prices and product types to make available to all distributors and retailers)

4. Transport (dried cocoa beans are first packed into sacks and put into trucks to be taken around the
world)

5. Delivery (delivers and markets their products in approximately 60 countries worldwide)

3.5 Management and leadership

Among the 60 best-selling candies in America, Hershey has 17 brands among them.

Also, Hershey has a pretty clever strategy when it comes to focusing on adult palates in the
confectionery business. Although children in the US under the age of 12 are loyal customers of sweets,
consumers over the age of 18 account for 55% of all candy sales.

The reason is simple, the proportion of mothers buying candy for their children in the US is quite high.
According to research by Hershey, the taste of mothers often affects their children's preference to eat
sweets at a very young age.

Thus, Hershey has "shot an arrow hit 2 targets" when focusing on the group of adult customers at the
same time affecting consumers of children.

Over the past few years, Hershey has continuously launched a number of low-chocolate and sweet candy
products that are generally preferred by children but are quite suitable for adult tastes. Even these
product lines are also larger in size to serve mature customers.

Moreover, Hershey also launched a high-end confectionery product with a retail price of 1.19 USD, much
higher than the 35 cents of the popular candy line, to serve those with high demand for quality. amount
of confectionery.

A prized management or leadership role in operations management to meet the expectations and
pressures of the organization's stakeholders as Hershey's is always one step ahead of its rival - Mars
thanks to the right decisions made by the CEOs and leaders of Hershey's. But it is undeniable that
regardless of which side is more appreciated, the operation management also provides some necessary
information and problems for the company to solve.

V. THE FACTORS WITHIN THE BUSINESS ENVIRONMENT THAT IMPACT UPON OPERATIONAL MANAGEMENT AND
DECISION-MAKING BY LEADERS AND MANAGERS
V. The factor within the business environment that impact
upon operational management and decision-making by
leaders and manager
1. Porter's Five Forces Analysis

. The Nestle Company is the largest chocolate producer in the United States. Their main competitor is
Mars.

1.1 Competitive Rivalry

 Hershey Company needs to focus on differentiating its products so that the actions of competitors
will have less effect on its customers that seek its unique products.
 As the industry is growing, Hershey Company can focus on new customers rather than winning the
ones from existing companies.
 Hershey Company can conduct market research to understand the supply-demand situation within
the industry and prevent overproduction.
 The number of competitors in the industry in which Hershey Company operates are very few. Most
of these are also large in size. This means that firms in the industry will not make moves without
being unnoticed. This makes the rivalry among existing firms a weaker force within the industry.
 The very few competitors have a large market share. This means that these will engage in
competitive actions to gain position and become market leaders. This makes the rivalry among
existing firms a stronger force within the industry.
 The industry in which Hershey Company is growing every year and is expected to continue to do this
for a few years ahead. A positive Industry growth means that competitors are less likely to engage in
completive actions because they do not need to capture market share from each other. This makes
the rivalry among existing firms a weaker force within the industry.
 The fixed costs are high within the industry in which Hershey Company operates. This makes the
companies within the industry to push to full capacity. This also means these companies to reduce
their prices when demand slackens. This makes the rivalry among existing firms a stronger force
within the industry.
 The products produced within the industry in which Hershey Company operates are highly
differentiated. As a result, it is difficult for competing firms to win the customers of each other
because of each of their products in unique. This makes the rivalry among existing firms a weaker
force within the industry.
 The production of products within the industry requires an increase in capacity by large increments.
This makes the industry prone to disruptions in the supply-demand balance, often leading to
overproduction. Overproduction means that companies have to cut down prices to ensure that its
products sell. This makes the rivalry among existing firms a stronger force within the industry.
 The exit barriers within the industry are particularly high due to high investment required in capital
and assets to operate. The exit barriers are also high due to government regulations and restrictions.
This makes firms within the industry reluctant to leave the business, and these continue to produce
even at low profits. This makes the rivalry among existing firms a stronger force within the industry.

 The strategies of the firms within the industry are diverse, which means they are unique to each other
in terms of strategy. This results in them running head-on into each other regarding strategy. This
makes the rivalry among existing firms a strong force within the industry. (Hershey Company The
Porter Five Forces Analysis, 2018)

1.2 Supplier Power

 The number of suppliers in the industry in which Hershey Company operates is a lot compared to the
buyers. This means that the suppliers have less control over prices and this makes the bargaining
power of suppliers a weak force.
 The product that these suppliers provide are fairly standardised, less differentiated and have low
switching costs. This makes it easier for buyers like Hershey Company to switch suppliers. This makes
the bargaining power of suppliers a weaker force.
 The suppliers do not contend with other products within this industry. This means that there are no
other substitutes for the product other than the ones that the suppliers provide. This makes the
bargaining power of suppliers a stronger force within the industry.
 The suppliers do not provide a credible threat for forward integration into the industry in which
Hershey Company operates. This makes the bargaining power of suppliers a weaker force within the
industry.
 The industry in which Hershey Company The operates is an important customer for its suppliers. This
means that the industry’s profits are closely tied to that of the suppliers. These suppliers, therefore,
have to provide reasonable pricing. This makes the bargaining power of suppliers a weaker force
within the industry.

1.3 Buyer Power

 The number of suppliers in the industry in which Hershey Company operates is a lot more than the
number of firms producing the products. This means that the buyers have a few firms to choose from,
and therefore, do not have much control over prices. This makes the bargaining power of buyers a
weaker force within the industry.
 The product differentiation within the industry is high, which means that the buyers are not able to
find alternative firms producing a particular product. This difficulty in switching makes the bargaining
power of buyers a weaker force within the industry.
 The income of the buyers within the industry is low. This means that there is pressure to purchase at
low prices, making the buyers more price sensitive. This makes the buying power of buyers a weaker
force within the industry.
 The quality of the products is important to the buyers, and these buyers make frequent purchases.
This means that the buyers in the industry are less price sensitive. This makes the bargaining power of
buyers a weaker force within the industry.

 There is no significant threat to the buyers to integrate backwards. This makes the bargaining threat
of buyers a weaker force within the industry. (Hershey Company The Porter Five Forces Analysis,
2018)

1.4 Threat of Substitution

 There are very few substitutes available for the products that are produced in the industry in which
Hershey Company The operates. The very few substitutes that are available are also produced by low
profit earning industries. This means that there is no ceiling on the maximum profit that firms can
earn in the industry in which Hershey Company The operates. All of these factors make the threat of
substitute products a weaker force within the industry.

 The very few substitutes available are of high quality but are way more expensive. Comparatively,
firms producing within the industry in which Hershey Company The operates sell at a lower price than
substitutes, with adequate quality. This means that buyers are less likely to switch to substitute
products. This means that the threat of substitute products is weak within the industry. (Hershey
Company The Porter Five Forces Analysis, 2018)

1.5 Threat of New Entry

 The economies of scale is fairly difficult to achieve in the industry in which Hershey Company The
operates. This makes it easier for those producing large capacitates to have a cost advantage. It also
makes production costlier for new entrants. This makes the threats of new entrants a weaker force.
 The product differentiation is strong within the industry, where firms in the industry sell
differentiated products rather a standardised product. Customers also look for differentiated
products. There is a strong emphasis on advertising and customer services as well. All of these factors
make the threat of new entrants a weak force within this industry.
 The capital requirements within the industry are high, therefore, making it difficult for new entrants
to set up businesses as high expenditures need to be incurred. Capital expenditure is also high
because of high Research and Development costs. All of these factors make the threat of new
entrants a weaker force within this industry.
 The access to distribution networks is easy for new entrants, which can easily set up their distribution
channels and come into the business. With only a few retail outlets selling the product type, it is easy
for any new entrant to get its product on the shelves. All of these factors make the threat of new
entrants a strong force within this industry. (Hershey Company The Porter Five Forces Analysis, 2018)

 The government policies within the industry require strict licensing and legal requirements to be
fulfilled before a company can start selling. This makes it difficult for new entrants to join the
industry, therefore, making the threat of new entrants a weak force. (Hershey Company The Porter
Five Forces Analysis, 2018)

Conclusion
From the above essay about Hershey's Company, we have had analyze objective assessments of the
many perspectives of the company to compare with the positives, as well as disadvantages that Hershey's
face. Solving current problems and making the right decisions will be the things this company needs to
consider to develop more in the future.

Recommendation
During a year-round upheaval, the majority of leaders facing the VUCA formula chose to use training
sessions on the effects of pandemic covid when there is a lot of information and changes in VUCA, which
businesses cannot foresee. Therefore, in order to have knowledge and methods of recovery, consider the
factors to make the right decision. Because in the foreground, inaccurate decision-making from the
leaders can have a huge impact on the company and to make the best decisions from them, the
willingness of the consultant in order to hire experts as well as trainers knowledgeable about VUCA is
necessary.
References
1. 123helpme.com. 2020. [online] Available at: https://www.123helpme.com/essay/Characteristics-of-an-Ideal-
Entrepreneur-231604 [Accessed 4 November 2020].
2. AccountingCoach.com. 2020. What Is The Difference Between Stockholder And Stakeholder? |
Accountingcoach. [online] Available at: https://www.accountingcoach.com/blog/stockholder-stakeholder
[Accessed 4 November 2020].
3. Accountlearning.com. 2020. Scheduling In Production Planning | Meaning, Objectives, Problems. [online]
Available at: https://accountlearning.com/scheduling-production-planning-meaning-objectives-problems/
[Accessed 4 November 2020].
4. Ali, M., 2014. Why TQM Programmes Fail? A Pathology Approach | Emerald Insight. [online] Emerald.com.
Available at: https://www.emerald.com/insight/content/doi/10.1108/TQM-12-2010-
0041/full/html#:~:text=The%20most%20frequently%20mentioned%20reasons,plan%20for%20change%20
and%20employee [Accessed 4 November 2020].
5. amarshelke, 2020. Jit Principles. [online] Slideshare.net. Available at:
https://www.slideshare.net/amarshelke/jit-
principles#:~:text=These%20are%20the%205%20main,today%20is%20Total%20Quality%20Management.
[Accessed 4 November 2020].
6. Asq.org. 2020. History & Evolution Of Total Quality Management (TQM) | ASQ. [online] Available at:
https://asq.org/quality-resources/total-quality-management/tqm-history [Accessed 4 November 2020].
7. Asq.org. 2020. What Is Cost Of Quality (COQ)? | ASQ. [online] Available at: https://asq.org/quality-
resources/cost-of-
quality#:~:text=Cost%20of%20quality%20(COQ)%20is,from%20internal%20and%20external%20failures.
[Accessed 4 November 2020].
8. Berry-Johnson, J., 2020. Understanding Just-In-Time (JIT) Inventory Systems. [online] Investopedia.
Available at: https://www.investopedia.com/terms/j/jit.asp [Accessed 4 November 2020].
9. Bizfluent. 2019. Production Planning Techniques. [online] Available at: <https://bizfluent.com/about-
5348555-production-planning-techniques.html> [Accessed 4 November 2020].
10. BizLIVE. 2016. Hershey Vs Mars: Cuộc Chiến Của Những Thỏi Chocolate Ngọt Ngào. [online] Available at:
https://nhipsongdoanhnghiep.cuocsongantoan.vn/kinh-doanh-quoc-te/hershey-vs-mars-cuoc-chien-cua-
nhung-thoi-chocolate-ngot-ngao-1573785.html [Accessed 4 November 2020].
11. Business Case Studies. 2019. Corporate Responsibility And Stakeholders - Business Case Studies. [online]
Available at: https://businesscasestudies.co.uk/corporate-responsibility-and-stakeholders/ [Accessed 4
November 2020].
12. Chand, S., 2020. Production Management : It’S Meaning, Definition, Function And Scope. [online] Your Article
Library. Available at: https://www.yourarticlelibrary.com/production-management/production-management-
its-meaning-definition-function-and-scope/27925 [Accessed 4 November 2020].
13. Drucker, P., 1954. La Nueva Sociedad. Buenos Aires: Editorial Sudamericana.
14. Emerald.com. 2007. Developing An Intrapreneur‐Led Three‐Phase Model Of Innovation | Emerald Insight.
[online] Available at: https://www.emerald.com/insight/content/doi/10.1108/13552550710829151/full/html
[Accessed 4 November 2020].
15. Essay48. 2018. Hershey Company The Porter Five Forces Analysis. [online] Available at:
https://www.essay48.com/term-paper/15254-Hershey-Company-The-Porter-Five-
 Forces#:~:text=There%20are%20very%20few%20substitutes,which%20Hershey%20Company%20The%20
operates.&text=This%20means%20that%20buyers%20are,is%20weak%20within%20the%20industry.
[Accessed 4 November 2020].
16. Inc.com. 2014. 5 Steps To Improve Quality--No Matter What You Produce. [online] Available at:
https://www.inc.com/drew-greenblatt/5-steps-to-improve-quality.html [Accessed 4 November 2020].
17. Investopedia. 2020. How Total Quality Management (TQM) Works. [online] Available at:
https://www.investopedia.com/terms/t/total-quality-management-tqm.asp [Accessed 4 November 2020].
18. Jane, J., 2020. Corporate Social Responsibility (CSR). [online] Investopedia. Available at:
https://www.investopedia.com/terms/c/corp-social-responsibility.asp [Accessed 4 November 2020].
19. Libguides.csu.edu.au. 2012. Library Resource Guides: ITC506 Research Skills Guide: The Four Ethical
Theories. [online] Available at: https://libguides.csu.edu.au/c.php?g=703502&p=4993503 [Accessed 4
November 2020].
20. M, P., 2020. What Is Intrapreneurship? Definition, Characteristics, Importance, Process, Advantages, Hurdles,
Example - The Investors Book. [online] The Investors Book. Available at:
https://theinvestorsbook.com/intrapreneurship.html#:~:text=Definition%3A%20An%20intrapreneurship%20i
s%20a,if%20the%20intrapreneur's%20project%20failed. [Accessed 4 November 2020].
21. Margaret, R., 2017. What Is Control System? - Definition From Whatis.Com. [online] WhatIs.com. Available
at: https://whatis.techtarget.com/definition/control-system [Accessed 4 November 2020].
22. NASA. 2019. 4.1 Stakeholder Expectations Definition. [online] Available at: https://www.nasa.gov/seh/4-
1_stakeholder_expectations [Accessed 4 November 2020].
23. Nibusinessinfo.co.uk. 2020. Business Benefits Of Corporate Social Responsibility | Nibusinessinfo.Co.Uk .
[online] Available at: https://www.nibusinessinfo.co.uk/content/business-benefits-corporate-social-
responsibility [Accessed 4 November 2020].
24. O’Reilly Online Learning. 2020. Operations Management: An Integrated Approach, 5Th Edition. [online]
Available at: https://www.oreilly.com/library/view/operations-management-an/9781118122679/ch1-
sec030.html [Accessed 4 November 2020].
25. O’Reilly Online Learning. 2020. Operations Management: An Integrated Approach, 5Th Edition. [online]
Available at: https://www.oreilly.com/library/view/operations-management-an/9781118122679/ch5-
sec026.html [Accessed 4 November 2020].
26. OpenLearn. 2020. Understanding Operations Management. [online] Available at:
https://www.open.edu/openlearn/money-business/leadership-management/understanding-operations-
management/content-section-
3.4#:~:text=A%20transformation%20process%20is%20any,outputs%20for%20customers%20or%20clients.
&text=changes%20in%20the%20physical%20characteristics%20of%20materials%20or%20customers
[Accessed 4 November 2020].
27. PM Tips. 2020. 4 Types Of Stakeholders In Project Management. [online] Available at:
https://pmtips.net/article/4-types-of-stakeholders-in-project-management [Accessed 4 November 2020].
28. Productplan.com. 2020. What Is Product Design? | Definition, History And Tools Of Product Design. [online]
Available at: https://www.productplan.com/glossary/product-design/ [Accessed 4 November 2020].
29. Queue-it. 2020. Queuing Theory: Definition, History & Real-Life Applications. [online] Available at:
https://queue-it.com/blog/queuing-theory/ [Accessed 4 November 2020].
30. Study.com. 2020. [online] Available at: https://study.com/academy/lesson/distribution-system-definition-
types-
 quiz.html#:~:text=Distribution%20systems%20can%20be%20defined,the%20source%20to%20the%20cons
umer. [Accessed 4 November 2020].
31. Thrall.org. 2020. Going Green: Sustainable Living And Development Guide - Sustainability, Ecofriendly, Going
Green News, Resources, Faqs, Definitions, Technologies, Websites- Middletown Thrall Library Special
Coverage Center. [online] Available at:
https://www.thrall.org/special/goinggreen.html#:~:text=%22Going%20green%22%20means%20to%20purs
ue,for%20current%20and%20future%20generations. [Accessed 4 November 2020].
32. tutor2u. 2020. Business Ethics - In Practice | Business | Tutor2u. [online] Available at:
https://www.tutor2u.net/business/reference/business-ethics-in-practice [Accessed 4 November 2020].
33. tutor2u. 2020. Lean Production (Introduction) | Business | Tutor2u. [online] Available at:
https://www.tutor2u.net/business/reference/introduction-to-lean-production [Accessed 4 November 2020].
34. U.osu.edu. 2020. Introduction | Hershey's Chocolate. [online] Available at:
https://u.osu.edu/hersheycommoditychain/2015/12/06/introduction/ [Accessed 4 November 2020].
35. Velasquez, M., Andre, C., Shanks, T. and J. Meyer, M., 2010. What Is Ethics?. [online] Scu.edu. Available at:
https://www.scu.edu/ethics/ethics-resources/ethical-decision-making/what-is-
ethics/#:~:text=Ethics%20is%20two%20things.,%2C%20fairness%2C%20or%20specific%20virtues.&text=
Secondly%2C%20ethics%20refers%20to%20the,development%20of%20one's%20ethical%20standards.
[Accessed 4 November 2020].
36. Vijender Pal Saini. Total Quality Management . 1st ed. [pdf]. Available at:
http://www.ddegjust.ac.in/2017/Uploads/11/POM-324.pdf [Accessed 4 Nov. 2020].
37. Will, K., 2020. How Logistics Work. [online] Investopedia. Available at:
https://www.investopedia.com/terms/l/logistics.asp#:~:text=Logistics%20refers%20to%20the%20overall,ar
e%20referred%20to%20as%20logisticians. [Accessed 4 November 2020].
38. Yogastien - Roskilde. 2020. Quality Definition In Business. [online] Available at:
https://yogastien.dk/blog/1j1ilk.php?342fc7=quality-definition-in-
business&fbclid=IwAR2RRPSWq_g9JptUHxu-hqVV6ddyduxA0hLRvaslNsuhR81chi7V5iq61zo [Accessed 4
November 2020].