OM.docx - Professor Min Soon Hong Student ID 2017121083...

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Student ID: 2017121083 Professor: Min Soon Hong Alchikeeva Begaim ( 백아임 ) Student ID: 2017121083 Email: [email protected] Production and Operations Management Take-home exam Question 1: Defining OM concepts: a. Moment of truth - an opportunity to form an impression of a service through moment of in- teraction between customer and service provider. Example: university consultant at the exhibition of education. Prospective students visit exhibi- tions to find the university of their dream. Students judge the value of the university and form perceptions through university consultants. The way how they promote the university and re- spond to students’ questions may impact on students impression of the university. b. Environmental sustainability - an organization’s commitment to contribute to the quality of the environment on a long-term basis. Example: Pearson plc is a British multinational publishing and education company. They com- mitted to producing books in an earth-friendly manner by printing around 10% of whole book on recycled papers. Also Pearson cut their absolute carbon footprint by 13.7% year-on-year. c. Time-based competition: - companies should respond quickly to changing customer needs otherwise they will have to «quit the game». In other words, they will lose out to competitors that do respond quickly to customers needs. Example: Nokia Corporation is one of the best examples I can give. I do remember how Nokia was powerful when it first launched mobile phones. Everyone in my country wanted to buy Nokia. But when did Nokia’s strategy go wrong and why? First of all, Nokia was slow in re- sponding to customer needs. They couldn’t adapt their principles and overcome outdated views: «All hardware no software». Secondly, they stuck with its Symbian OS and ignored the new market values. Other brands like Samsung, LG, Blueberry and Apple were quick to learn from
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  • Spring '18
  • Sunmee Choi
  • Exam, student id, Yonsei University

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