Nama :

1. Nur Rohmat Soni Setiawan

2. Nurhadi
3. Andy Rizqy Harahap
4. Gusti Hurmuzan Ardiansyah
MK : Operation Management
Dosen Pengampu : RZ Abdul Aziz, ST., MT., Ph.D.

1. What is De Mar’s product? Identify the tangible parts of this product and its service
components.
Answer :
De Mar products are pipe and HVAC (Heating Ventilation and Air-Conditioning) repair
and installation. This is a real part of their product offering; repair, installation and
service of these components. 24/7 service at no extra cost with a one year service
guarantee puts them ahead of most competitors who only guarantee their service for
30 days.

2. How should other areas of De Mar (marketing, finance, personnel) support its product
strate
Answer :
To support De Mar's product strategy effectively, other areas of the company, such as
marketing, finance, and personnel, should align their efforts with the core principles
of solving customer problems, providing timely service, and ensuring customer
satisfaction. Here's how each area can support the product strategy:

a. Marketing:
• Marketing should emphasize the company's commitment to solving
customer problems promptly and effectively. Use customer testimonials
and case studies to showcase real-life examples.
• Highlight the 24/7 service and same-day guarantee in advertising and
promotional materials to make customers aware of these unique selling
points.
• Emphasize the one-year guarantee on parts and labor as a key
differentiator from competitors in marketing campaigns.
b. Finance:
• Ensure that financial resources are allocated to maintain the same-day
service and 24/7 availability without charging extra fees. This may require
budgeting for overtime and on-call personnel.
• Develop financial models to support premium pricing while maintaining
profitability, taking into account the value provided to customers.
 c. Personnel:
• Continue to hire and train employees who are dedicated to customer
satisfaction and are willing to work outside traditional hours.
• Implement performance measures and compensation structures that
reward employees based on their ability to meet customer satisfaction
goals, teamwork, and the company's overall success.
• Foster a culture that values customer service and emphasizes the
importance of going the extra mile for customers.

Overall, all areas of the company should be aligned with the customer-centric
approach and the company's mission of solving customer problems, offering timely
service, and ensuring customer happiness. This alignment will help De Mar maintain
its reputation and premium pricing strategy while delivering value to its customers.

3. Even though De Mar’s product is primarily a service product, how should each of the
10 strategic OM decisions in the text be managed to ensure that the product is
successful?
Answer :
a. Goods and Services
De Mar has has a simple but powerful product strategy: ”Solve the customer’s
problem no matter what, solve the problem when the customer needs it solved,
and make sure the customer feels good when you leave”
b. Quality Management
The company provides 24 hour a day when the costumer needs and make
sure the costumer feels good with De Mar’s service.
c. Proses and Capacity Design
The company provides 24-hour-a-day, 7-day-a-week service at no extra
charge. So, to reduce budget and meet customer needs, companies can
implement a shift work
d. Location
Companies can open branch to reduce a operational budget to meet the needs
of customer outside the city of Fresno
e. Layout Design and Strategy
Companies must have it’s head office in the city center to accommodate all
customers at the branch
f. Human Resources and Job Design
De Mar uses selective hiring, training and education, performance measures
to meet personnel needs
g. Supply Chain Management
Companies must be ensure has a supplier at the all area for customer needs
h. Inventory
 Companies to guarantee spare parts for one year, the company must good
inventory of all spae part using a first in first out system
i. Scheduling
Companies must be implementation shifting work system to customer needs.
j. Maintenance
De Mar, must be has master schedule of maintenance all tools to already