CBMEC 1

Operations Management

It is the administration of business practices to create the highest level of efficiency possible within an organization. It involves managing resources such as people, equipment, technology, and information to produce and deliver products or services.

Functions of Management

refers to the core responsibilities that managers perform to ensure that an organization runs smoothly and efficiently

Planning

Setting goals and deciding how to achieve them.

Organizing

Arranging resources and tasks to implement the plan.

Staffing

It is the process of hiring and placing the right people in the right jobs to help an organization succeed

Manpower planning

Estimating manpower needs, assigning right people.

Recruitment, Selection, Placement

Finding, hiring, retaining qualified employees.

Training and development

Enhancing skills and knowledge.

Renumeration

Fair and attractive compensation, employee satisfaction.

Performance appraisal

Feedback, support, corrective action.

Directing

It is the process of guiding, motivating, and supervising employers to help them work effectively and achieve the organization's goals

Supervision

Overseeing work of subordinates.

Motivation

Inspiring employees through incentives.

Leadership

Guiding and influencing subordinates

Communication

Sharing information and building understanding

Controlling

means watching and checking the work to make sure everything is done correctly. If there is a problem or mistake, it is fixed so the work turns out well.

Classical approach

This approach emphasizes centralized authority, labor specialization, and incentives to enhance productivity and profitability. Its key advantage is the division of work, allowing employees to focus on specific tasks, thereby increasing efficiency and expertise

Human relation approach

This approach integrates employees into a work environment that fosters motivation and cooperation. It recognizes employees as individuals with needs, promoting a positive workplace culture that enhances job satisfaction and productivity.

System approach

This perspective applies to various business domains and focuses on analyzing the interactions within a system. It highlights the importance of coordination among departments

Contingency approach

Also known as the situational approach, it acknowledges that organizations are unique and face different challenges, requiring tailored management strategies.

Operations manager

• This person oversee operational activities at every level of an organization.

• Their duties include hiring and training employees and managing quality assurance program

• An operation manager also strategizes process improvements to ensure everyone completes their tasks on schedule

Applicants with degree in business ad, business management or accounting

Who qualifies as Operations manager?

Product design

involves creating a product that is matched to the end consumer

Forecasting

a process estimating the future based on the analysis of past and present data.

Supply chain management

oversees the entire journey of a product, from raw materials to final delivery

Delivery management

involves overseeing the transportation of finished goods between locations, focusing on optimizing last-mile delivery for businesses.

Service

act of providing assistance, comfort, and memorable experiences to guests. It is the foundation of customer satisfaction and loyalty, making it the “heart” that keeps the industry alive.

Intangibility

You can’t touch or see it before you experience it.

Inseparability

The service happens while you’re experiencing it, usually with the person performing it.

Heterogeneity

The quality of service can change depending on the person, place, time, or situation.

Perishability

You can’t store or save the service for later.

Ownership

Remains with the service provider.

Service matrix

It is a framework that shows different levels and types of service based on quality and efficiency

Labor intensive

Refers to a process or industry that requires a large amount of labor to produce its gooods or services.

Customization

Refers to the need and ability to alter the service to please the individual customer’s particular preferences.

Customization service

Any service that’s tailored to the needs of individual customers

Customers

They test the quality of service of a firm at every encounter.

Quality management

It involves deciding on quality standards and implementing a method of assurance on performance level of the staff and the facilities.

Reliability

a. Performing consistently over time. 

b. Being trustworthy and fulfilling promises.

Assurance

 a. Staff must show expertise, courtesy, and inspire customer trust.

 b. Use tools like checklists, standards, documentation, and audits to ensure service quality.

Tangibles

a. Since hospitality services are mostly intangible, it’s important to have some physical proof to make the service feel more real to customers. 

b. This includes things like how the building looks, how clean the place is, and how the staff present themselves.

Empathy

In customer service, it means showing genuine care and understanding, even when the problem can’t be fully resolved

Responsiveness

a. It is about being willing to help and providing quick service. 

b. It also includes how well a company handles unexpected or unusual situations in a timely manner.

Product Attributed Approach

It is the characteristics of a product that describe its features and influence customers to buy. It matter because they inform the buyer extensively about the product. The more descriptive they are, the better they perform in terms of increasing buys.

Customer-Oriented Approach

It is a business approach in which a company solves for the customer first. It's all about focusing on helping customers meet their goals.

Technical quality and Functional quality

According to Gronroos, a service can be broken down into two components, namely (TWO DIMENSIONS OF QUALITY)

Service provider

It is the starting point to know how quality is judged by customers and what are perceptual processes of this judgment towards the quality of service experienced.

Technical quality

refers to what is delivered whereas functional refers to how it was delivered, and both develop customers' perceived service quality

Functional quality

 refers on how the customer receives the service; the expressive nature of the service delivery

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Example of Service Gap Marketing

Organizational abilities

An operations manager must focus on multiple tasks without getting distracted, planning and overseeing projects from beginning to end with precision

Coordination

It is vital for ensuring all team efforts are aligned toward shared goals. For instance, in hotels, close collaboration between housekeeping and the front office is essential to prepare rooms quickly and meet guest requests.

People’s skills

Operations managers must be skilled in interacting with a variety of people, including employees, senior management, and external partners.

Tech-savvy

Staying updated with modern technology, especially computer systems, enables operations managers to enhance their skills and streamline processes

Human Resource Management

It is the implementation of the strategies, plans and programs required to attract, motivate, develop people to meet, reward, and retain the best people to meet the organization goals

Human Resource Management (1)

It is a management function concerned with hiring, motivating, and maintaining workforce in an organization.

Hiring

This refers to the overall process of identifying, attracting, screening, shortlisting, and interviewing, suitable candidates for jobs within an organization.

Compensation

It is a systematic approach to providing monetary value to employees in exchange for work performed

Evaluation and Management

This refers to appraising the degree of success of HRM being performed in an organization

Promotion

It is vertical movement of an employee within the organization. In other words, _______ refers to the upward movement of an employee from one job to another higher one, with increase in salary, status, and responsibilities.

Managing relations

Employee relations refers to an organization's efforts to create and maintain a positive relationship with its employees.

Training and Development

Responsible for the organization's staff training requirements, programs, and career development needs.

Planning (1)

This is a process that identifies current and future human resources' needs for an organization to achieve its goals.

Human Resource Planning

The process of analyzing and organization's current human resource capabilities and its needs which are required to meet objectives.

Job Specification

This is a written statement of educational qualifications, specific qualities, level of experience, physical, emotional, technical and communication skills required toperform a job, responsibilities involved in a job and other unusual sensory demands

Job Description

It is an internal document that clearly states the essential job requirements, job duties, job responsibilities, and skills required to perform a specific role

Recruitment and Selection

This is the processes of finding the most suitable employee for an available position.

Recruitment

refers to the process where the potential applicants are searched for, and then encouraged to apply for an actual or anticipated vacancy.

Selection

the process of hiring employees among the shortlisted candidates and providing them a job in the organization.

Employee referrals

A recruitment method companies use to find prospective candidates in the social networks of their current employees

Internal Promotions

Some organizations prefer to hire internal candidates because they already know what the company's mission, goals, expectations, and processes.

Applicant Files

contain all documents that a potential candidate submits when applying for a position

Transfer within company

It involves the shifting of an employee from one job to another without changing the responsibilities or compensation.

Government - sponsored employment services.

Program that helps participants find work through identifying their individual needs and goals,

Job advertisement

an announcement that informs people that a certain job position is available.

Job fair

an event usually organized by a third-party recruitment consultant at a neutral venue like a school or college auditorium.

Application Form Submitted

Some companies require applicants to come to the property and personally fill out the application form. The human resources department then reviews the application form and resume for the accuracy and to ensure that the prospective employee is legally entitled to work

Initial interview

Applicants are invited to attend an interview with the human resource personnel. This is the general screening interview to determine that the applicant is suitable.

Examination

The third process is the examination if the applicant passes the interview, he/she will undergo employment examination. The test includes personality, aptitude, skill and psychological exams to ensure that candidates possess the requisites interpersonal skills or knowledge to do the job.

Second interview

Once the applicant passed the examination, the applicants are invited to attend another interview with the employment manager. Employment managers look for dress, mannerisms, attentiveness, attitude, and interest

Final interview

the last opportunity to impress your hiring manager before they officially make their decision. At this stage of recruitment process, several other types of interviews are conducted such as with a hiring manager or about your technical skills.

Background check

The Human Resources reviews the resume and does an extensive background check on the employee. Former employers are called through phone calls to verify or validate information and to ask if they are recommending the applicant for employment.

Selection/Offer

means to select the most suitably qualified candidate for the available position. Providing candidates meet the minimum requirements stated in the job specification, then the best individual may be selected from the qualified applicants

Acceptance

Assuming the reference and background checks are positive, a formal offer is made in writing to the prospective employee. The offer outlines the terms and conditions of employment and gives a date by which the offer must be accepted.

List of Requirements

The human resource personnel will give the __________________ to the applicants. This is the important details that the applicants should need to do and comply the requirements.

Some of these are government ID's like SSS, TIN Number, Pag-ibig, Phil heath and NBI clearance.

Medical examination

acts as a precaution for both the employee and the corporation. In addition, some companies, as a condition of employment, require new employees to take a drug screening test.

Submission of Requirements

Typically, when applicants get accepted for employment, they get asked to submit certain documents to complete their 201 files. These may include birth certificate, transcript of records, diploma, government ID's number, result of medical examination and NBI clearance

Orientation

All new employees should be given a suitable _______ to the have some concern and uncertainty about beginning a job, and it in their first day of work.

Training

This is an ongoing activity conducted by selected individuals within each department. It is generally required to all new employees even those who come to an organization with considerable experience.

Training Application Exam

The function of the ____________________________ is to assess the newly hired employee if they really absorbed of what they learned in the actual training. This is one of the criteria of the establishment if the newly hired employees are ready to be employed in the actual store/establishment. Second to the last training.

Deployment

Once the newly hired employees passed the actual training and examination, they are ready to be deployed in assigned store/establishment