Operations Strategy- Kaston-

Trenton Case Template

Add student names in group here:

1
1. How would you position each of the three services onto the “4V”
dimensions of volume, variety, variation in demand and visibility?
(Annotate with supporting figures if you can. Add additional comments on a blank
slide as well if you wish.)

Low Volume High

High

High Variety Low

Variation in demand
High Low

High Visibility Low

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2. What aspects of performance are important for KTS to win more
servicing business?

Complete a polar diagram.

We give you the ones shown in the template on the next page, as they are all mentioned
in the case, but please feel free to enhance with your own. It will be recognised.

Note how these are already adapted to the case, as opposed to just using the “core five”.

When you have built your model, justify your choices on the subsequent slide.

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 Advice on Usage

Notification of Price sensitivity

updates

Servicing
downtime Speed of Response

Robustness of repair Timing dependability

Timing Flexibility

4
 Justification of Polar Analysis

Domestic
boiler
servicing

Business
boiler
servicing

Design and
Installation

5
3. How would you evaluate the potential of offering a “total service”
like the K-T customer had been offered?

For this question we recommend you take your proposal for Q2 and add another line
onto it to represent the “total service”.

Then justify this as before.

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 Justification of Polar Analysis

Total
Service

Potential
challenges /
risks of
this?

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4. What should K-T be doing to prepare for possible longer term
changes in their industry.

This an “open” question. What changes could there be and what should they be
doing “operationally” to prepare?

This is a chance for you to demonstrate critical / reflective thinking.