Principles of Operations Management

Week 2 – Lecture 1
Classroom Rules

Always
preview/review Ask only Do not
Keep your Always bring a
relevant relevant interrupt the
mobile phone laptop with you Dress
materials on questions lecturer or
switched off or for all lectures Appropriately
Moodle during teaching session when
in a silent mode and tutorials
before/after time you arrive late
class
Session Learning Outcome

• By the end of this session, students should be able to:

• LO1: Apply concepts and techniques of operations management in

a variety of settings and for a range of products and services,
including tourism.

• LO3: Demonstrate a critical understanding of practical managerial

issues and solutions in operations management.
Session Career Objectives

• By understanding analyse the concepts and principles associated

with operations management in the context of tourism, you will be
able to demonstrate a professional mindset and readiness to apply
these concepts and principles in a workplace and tourism sector.

• Exploring the integration of various technologies in operations

management, you'll gain digital competence. This knowledge allows
you to harness cutting-edge digital solutions, optimizing operations
and navigating the modern business landscape with confidence.
 GBS Graduate
Achievements
• Throughout your course,
your workplace and your
interactions with others, you
will be gaining employability
skills and attributes.
• At GBS we have badged
these, so you will see these
badges when you learn
these skills, to help you
reflect on the development
and acquisition of these
skills.
Committed to succeed
You demonstrate dedication and persistence in pursuing your
academic, personal and professional goals and objectives.
You demonstrate the skills, attitudes and behaviours necessary to
Effective team member
inspire, guide and lead others towards an identified goal.
You demonstrate the skills, attitudes and behaviours necessary to
Confident Leader
inspire, guide and lead others towards an identified goal.
You demonstrate a professional mindset and readiness to apply
Professionally Oriented your knowledge, skills and competencies in a workplace and study
context.
You demonstrate an innovative and proactive approach to
Enterprising mindset identifying new opportunities, adding value and solving problems
in a variety of contexts.
You demonstrate global and social awareness through the ability
Globally and socially aware to look beyond yourself and your own cultural perspective and by
being committed to making a positive difference.
You demonstrate competence in a range of digital technologies
Digitally competent and can apply these skills effectively, safely and responsibly in a
variety of contexts.
Career Support

• GBS provides a wide range of careers service which supports you in :

• Getting a better job
• Learning Material
• Online Hub to provide 24 7 support
• Securing Skills to increase your employability
• Starting and Growing a business
• Alumni Network

• Login using your GBS details at:

https://globalbanking.careercentre.me/welcome/gbs
Where to find us?
1. Go to https://globalbanking.careercentre.me/
2. Email careers@globalbanking.ac.uk
3. Come and find and ask for us on campus:
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• Greenford: Room 208
• Birmingham Norfolk: Room 108
• Birmingham Fazeley: Student Services
• Bow: Room G18
• Republic: Customer Service Desk
• Gedu: Room 004
Textbook
• Slack, N., Brandon-Jones, A. and Burgess, N.
(2022). Operations Management 10th edition. S.L.:
Pearson Education Limited.
Summative Assessment
• Assessment 1 – Individual Essay
• Title: Operations Management in Tourism: Strategy, Design, and Experience
• 2,000 Words
• Submission on or before: 13 Nov 2023 at 2pm

• Assessment 2 – Group Poster

• Approx. 4 students per group
• Create an informative poster pertaining to a selected sector within the tourism industry,
addressing the designated areas of operations management
• 2,000 words
• Must use the template provided
• Submission on or before: 17 Nov 2023 at 2pm
Module Content

Week 4
Developing the
Operations
Week 3 • Quality Management
Delivering the • Operations
Operations Improvements
Week 2 • Planning & Control • Lean Operations
Designing the • Inventory Management
Operations • Capacity Management
Week 1 • Process Design
Directing the • Process Mapping
Operations • People in Operations
• Operation Management
• Operation Performance
• Operation Strategy
Process Design
Process Design

• Business process refers to the sequence of tasks to get things done

(Paton et al., 2021).

• Process design involves planning and organizing the flow of tasks,

activities, and decisions required to achieve a specific output or outcome.

• It determines how work is performed, the sequence of steps, the

resources used, and the systems in place to ensure efficiency and quality.
Process Design

• Essentially, process design lays out the blueprint for transforming

inputs into desired outputs in the most effective manner.

• It's a foundational aspect of operations management, ensuring that

processes align with organizational objectives and customer needs.
Process Design
• “The design of processes cannot be done independently of the
services and / or products that are being created.” (Slack, Brandon-
Jones and Burgess, 2022)

• The design of products / services and the design of processes are

interrelated and should be treated together.
Process Design

(Slack, Brandon-Jones and Burgess,

2022)
Objectives of Process Design

• Much like operation performance objectives, process design aims

for quality, speed, dependability, flexibility, cost and sustainability
performance.
Objectives of Process Design

Objectives Design Goals Benefits

Quality Meet standards Happier customers, fewer mistakes

Speed Work fast Quicker deliveries, faster response

Dependability Be consistent Reliable service, fewer disruptions

Flexibility Adjust easily Handle changes, offer varied services

Cost Use resources wisely Save money, offer competitive prices

Sustainability Be eco-friendly & responsible Protect environment, positive brand image

Standardisation of Processes

• Refers to establishing a consistent and uniform set of procedures

for performing specific tasks or activities.

• By setting clear guidelines and best practices, standardization

ensures consistency in output, reduces variability, and improves
efficiency.

• It aids in maintaining quality across multiple units or locations of an

organization.
Standardisation of Processes (con’t)

• Standardisation provides opportunities for increased volumes of fewer

activities.

• This creation of “runner” activities smooths the workload and provides

chances for a degree of customization or personalization for customers.

• For example, education providers often allow students to tailor their

courses by selecting from a menu of modules, within pre-determined
constraints.

(Johnston et al.,
2021)
Standardisation of Processes (con’t)

• However, despite the significant advantages of standardizing

processes, not every process can be standardized.
Activity 2.1

• In groups, discuss the benefits that standardisation can bring to the

followings.

• Hotel
• Airline
Standardisation of Processes

(IntegrifyTV, 2023)
Process Types
• Manufacturing process types • Service process types
• Project processes • Professional services
• Jobbing processes • Service shops
• Batch processes • Mass services
• Mass processes
• Continuous processes
Process Types – Professional Services

• Professional Services are highly customized and involve high levels

of expertise, judgment, and knowledge.

• They often require close interaction between the service provider

and the customer.

• Example: Legal consultancy, medical diagnosis, or financial

planning.
Process Types – Service Shops

• Service shops offer a higher level of customization than mass

services but not as much as professional services.

• They have a medium level of efficiency and standardization.

• Example: Hair salons, auto repair shops, or boutique hotels.

Process Types – Mass Services

• Mass services are highly standardized and involve limited

customization.

• They aim to serve a large number of customers efficiently.

• Example: Public transportation, fast-food restaurants, or basic

banking services.
Activity 2.2
• Identify the process types of the followings:

Travel Hop-on Hop-off

Budget Airlines Spa Retreats
Consultants Buses

Destination Wedding Themed Tour Wildlife Safari

Boutique Hotels
Planners Operators Experts

All-inclusive Large Cruise Specialized Tour

Resorts Ships Chain Hotels
Guides

Adventure Sports
Centres Dive Instructors Gourmet Restaurants
Activity 2.2 (Suggested answers)

• Professional Services
• Travel Consultants, Specialized Tour Guides, Destination Wedding Planners, Dive
Instructors and Wildlife Safari Experts

• Service Shops
• Boutique Hotels, Themed Tour Operators, Adventure Sports Centres, Spa Retreat, and
Gourmet Restaurants

• Mass Services
• Budget Airlines, Chain Hotels, Hop-on Hop-off Buses, Large Cruise Ships and All-
inclusive Resorts
Process Design affected by volume and variety

(Slack, Brandon-Jones and Burgess,

2022)
Process Design and Technology

• In recent years, the integration of technology in process design has

emerged as a defining trend. Advanced technologies, such as
artificial intelligence, machine learning, the Internet of Things (IoT),
and blockchain, are being harnessed to streamline and enhance
process workflows.

• These innovations enable real-time monitoring, predictive analytics,

and automation, driving efficiency and reducing human error.
Process Design and Technology (con’t)

• The benefits are manifold: increased speed and accuracy, reduced

costs, enhanced flexibility, and the ability to offer more personalized
services to customers.

• By adopting these technological advancements, businesses can

stay competitive, cater to evolving market demands, and achieve
greater scalability.
Process Technology

• Material-processing technologies
• Information-processing technologies
• Customer-processing technologies
• … and other integrating technologies
Process Technology – Material-processing

• Material-processing technology refers to tools and systems used to

transform, handle, or manage physical items or materials during
production or service delivery.

• In tourism, an example would be automated luggage sorting

systems at airports, which efficiently route baggage to the correct
flights.
Process Technology – Information-processing

• Information-processing technology involves tools and systems that

capture, process, store, or disseminate information, often improving
decision-making and coordination.

• In the tourism sector, an example is the reservation management

systems used by hotels to track room availability, guest
preferences, and manage bookings.
Process Technology – Customer-processing

• Customer-processing technology involves tools and systems that manage

and interact with customers during service delivery, often requiring the
customer's participation.

• They streamline interactions and empower customers with more control over
the service process.

• In tourism, an example is the self-check-in kiosks at airports, where travelers

can print boarding passes and baggage tags without going to a traditional
counter.
Any Questions
References
• IntegrifyTV (2023). How to Standardize Processes for Continuous Improvement. [online] www.youtube.com.
Available at: https://www.youtube.com/watch?v=tw9L1GGfAXQ [Accessed 4 Oct. 2023].
• Johnston, R., Shulver, M., Slack, N. and Clark, G. (2021). Service Operations Management : Improving Service
Delivery. Harlow, England ; New York: Pearson.
• Paton, S., Clegg, B., Hsuan, J. and Pilkington, A. (2021). Operations management. London [U.A.] Mcgraw Hill.
• Robinson, P. and Jones, P. (2020). Operations Management. Oxford University Press.
• Slack, N., Brandon-Jones, A. and Burgess, N. (2023). Essentials Of Operations Management. S.L.: Pearson
Education Limited.
• Slack, N., Brandon-Jones, A. and Burgess, N. (2022). Operations Management 10th edition. S.L.: Pearson Education
Limited.