This TMA is based on the case study “Operations objectives at the Penang Mutiara”, on page 64 of the Operations Management textbook, Slack.
You are required to thoroughly read the case study prior to answering all the following questions.
Question 1 (35 marks, 350 words)
Describe how you think the hotel’s management will make sure that the way it manages the hotel is appropriate to the way it competes for business.
How could the hotel management implement any changes in strategy? Support your answer with examples.
Question 2 (35 marks, 350 words)
The case study describes how quality, speed, dependability, flexibility and cost impact on the hotel’s external customers. Explain what each of these performance objectives means at Penang Mutiara Hotel, and then explain how the relationship between some of these objectives has internal benefits.
Question 3 (30 marks, 300 words)
The first step to ensure that products and services conform to specification is to define the quality characteristics (Operations Management, Slack, Chapter 17, Quality Management). Use the E-library resources to find and discuss the six quality characteristics of a service provided by a well-known private firm. In your answer, explain how quality characteristics for services are different than those of tangible products.
General instructions for students:
TMA weight: 20% of total course grade.
Course material: Chapter 2 (Operations performance) and chapter 17 (Quality management) are relevant course material to this TMA.
Plagiarism: It’s imperative that you write your answer using your own words. Plagiarism will be penalized depending on its severity and according to AOU plagiarism policy.
Format: you are expected to write your answer in an essay format: introduction, body paragraph(s) and a conclusion. Failing to do so could result in the deduction of up to 4 marks from your total TMA mark. Write one essay for each question and make sure to label your answers.
Word count: your answers are expected to be within the specified word count. A 10% deviation from word count limit is acceptable. Not adhering to specified word count could result in the deduction of up to 4 marks of your total TMA mark.
Referencing: You are expected to use the Harvard referencing style for in-text referencing and list of reference at the end. Failing to do so could result in the deduction of up to 4 marks of your total TMA mark.
E-library: You are expected to use E-library sources to support your answers. A minimum of 3 sources is required. Failing to do so could result in the deduction of up to 4 marks of your total TMA mark.
