Operations Management Hazel Case

Question 1 : In what ways are Hazels customers most likely to judge the quality of her lawn care services? Answer : Hazels customers will most likely judge the quality of her lawn care services by the quality of Hazels other previous customer. The judgment will actually be based on three important criteria. They are : Previous Performance : The first and most important criteria to judge Hazels quality of her lawn care service is her previous performance. It is actually the question of how efficient she was at her work with her previous customers. Reliability : Another important determinant of the quality of her work is the reliability. It is actually the question of whether the mowing actually was performed in a good manner or not. Conformance : Conformance is also an important determinant of the quality of her service. Its basically the question of how well the service conforms to customers expectations.

Question 2 : Hazel is the operations manager of her business. Among her responsibilities are forecasting inventory management, scheduling, quality assurance, and maintenance. Forecasting inventory management, scheduling, quality assurance, and maintenance all are important functions of operations management. As, described in the case Hazel is the owner as well as the operations manager of her business she has to do all these works by herself.

a. What kinds of things would likely require forecasts? Answer : Weather and climate condition as well as the demand for lawn mowing services would likely require forecasts . If the weather condition is not good and if there is a possibility of a heavy rain or drizzle then it is not possible for Hazel to mow the lawn. So, the weather needs forecasting. On the other hand, the demand for mowing needs a forecast too. Because based on the forecast of demand of her customers she needs to develop her business plan. In this regard the amount of seed, fertilizer, number of equipment and employees also needed to be forecast. b. What inventory items does Hazel probably have? Name one inventory decision she has to make periodically. Answer : The inventory items that Hazel probably has are Rake Grass-cutter Fertilizers Mower Seeds and Other lawn mower equipment

Among these items fertilizers are needed periodically. Because fertilizer has to be purchased in a bulk quantity and it has to be stored and used according to the requirement. But, in case of fertilizer inventory, economic order quantity method has to be followed while purchasing it. Otherwise at times there will be less fertilizer

than the demand or excess fertilizer inventory may expire without usage and ultimately will result in a waste of money. c. What scheduling must she do? What things might occur to disrupt schedules and cause Hazel to reschedule? Answer : Hazels scheduling of work depends upon the demand of the customers as well as the number of employees she available to work with her. Basically, Hazel may take the responsibility of the lawns of her neighbors. She needs to prepare a fixed schedule to mow the grasses regularly (preferably on a weekly basis). She also need to prepare a schedule (preferably on a monthly basis) to perform the other lawn care services like fertilizing or weeding etc. but while making these schedules she needs to ensure the number of employees that will be available throughout the whole period. If there is more employees then there will be no problem but if there is less employees than the requirement then she might face some problems to perform her service within her time range. Rescheduling can be a common phenomenon in Hazels lawn caring service. As described earlier, her business largely depends on the weather. So, the factors that might cause to reschedule her can be related to climate and weather. On the hand, she is the owner and the boss of her business, so any personal problem of her like illness may cause rescheduling. The things that might occur to disrupt schedules and will cause Hazel to reschedule are fortuitous events such as Storms Floods Earthquake Other calamities

Personal problems

d. How important is quality assurance to Hazels business? Explain. Answer : Quality assurance is more challenging in services rather than the production. The quality assurance to Hazels business is indeed very important. It will determine the number of Hazels customers. It will also reflect on her business credibility. Quality assurance is very important for her business expansion as well. If she cannot convey trust and confidence then she will definitely lose some of her customers. e. What kinds of maintenance must be performed? Answer : Hazels maintenance work is basically centered to inventory and tools. The maintenance work needed to perform are : Checking the expiration dates of fertilizers Checking and maintaining the tools and equipment Proper communication with the customers via telephone Making sure that the facilities are clean

Question 3 : What are some of the trade-offs that Hazel probably considered relative to: a. Working for a company instead of for herself? Answer : Trade offs between time that will be wasted when looking for a job and the money that she will gain when she renders lawn services. Because, she had to sacrifice her job haunting efforts for starting her own lawn care service business and to be self-employed.

b. Expanding the business? Answer : Trade offs between the increase level of customers service and the increase cost required to expand the business. Because the more the level of customer service increase be, the more the cost will incur. c. Launching a Web site? Answer : Trade offs between publicity and doubled customers demand. Because launching a website will increase the publicity and increase the customers demand.

Question 4 : The town is considering an ordinance that would prohibit putting grass clippings at the curb for pickup because local landfills cannot handle the volume. What options might Hazel consider if the ordinance is passed? Name two advantages and two drawbacks of each option. Answer : Hazels option would probably be adding up additional services in her business like collecting and disposing of the trash grasses. This would add diversification to her service. Advantages : 1. Source of additional income 2. Scope of additional job opportunity to the laborers Disadvantages : 1. Cost of additional equipment that would be use in the new service 2. It would be time consuming because of the additional work

Question 5 : Hazel decided to offer the students who worked for her a bonus of $25 for ideas on how to improve the business, and they provided several good ideas. One idea that she initially rejected now appears to hold great promise. The student who proposed the idea has left, and is currently working for a competitor. Should Hazel send that student a check for the idea? What are the possible trade-offs? Answer : This basically shows that Hazel was mistaken in her decision therefore theres no need for her to send a check. It is possible that the student already suggested it to her competitor and her competitor is enjoying the benefit. This does not mean that Hazel has made any mistake. She did what was right for her at that point of time. So, there is no need to send any check that ex-employee. Possible trade-offs are between the gain of the competitors and the loss of a good idea maker. As the idea-maker employee does not work for Hazel anymore so she has lost a good employee and her competitor has hired that employee, so it is the gain of the competitor.