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Week 3: Service Process Design and Lean Systems

April 4, 2021
Brenda I. Belcher

Week 3: Service Process Design and Lean Systems

Consider the last big purchase you made. How did you balance price with quality? How can organizations cut their operating costs and still provide an acceptable level of quality? This is a true balancing act that is difficult to achieve and maintain.

This week you learn how organizations that offer services, instead of or in addition to products, utilize operations management processes. You also explore ways that organizations implement cost-cutting strategies by streamlining their operating processes.

Learning Objectives

Students will:
  • Evaluate the impact of lean systems on manager-employee relationships
  • Analyze lean systems in operations

Learning Resources

Note: To access this week’s required library resources, please click on the link to the Course Readings List, found in the Course Materials section of your Syllabus.

Required Readings

Schroeder, R. G., Goldstein, S. M., & Rungusanatham, M. J. (2018). Operations management in the supply chain: Decisions and cases (7th ed.). New York, NY: McGraw-Hill/Irwin.

  • Chapter 5, “Service Process Design” (pp. 73-90)In this chapter, you will be introduced to the concept of service delivery system design, which focuses on how to improve the quality of service. The components of a service design and the role of customer and employee satisfaction are addressed. Also presented is the role of technology in the service field.  Focus on understanding how a service matrix can be used to determine whether customer wants and needs are being adequately addressed. Review and think about the examples and anecdotes provided in the chapter that illustrates the major ideas being conveyed. Consider the different levels of customer contacts. What can be done when a service delivery failure has occurred?
  • Chapter 6, “Process-Flow Analysis” (pp. 92-110)Chapter 6 discusses process thinking, flowcharting to describe transformation processes, measuring process flows, and process redesign to improve operational efficiency. Organizations review the individual steps that are involved in the process of creating their product, and by carefully studying this sequence of steps using a process-flow analysis, it becomes easier to identify where problems occur and what improvements could be introduced.  Focus on analyzing systems as interrelated elements or functions that transform or convert inputs (knowledge, energy, raw materials) into outputs (products and services). Pay particular attention to process redesign and business process reengineering to more efficiently and effectively meet customers’ needs and expectations.
  • Chapter 7, “Lean Thinking and Lean Systems” (pp. 113-134)Chapter 7 introduces you to the lean systems model for business. One of the goals of all businesses is to minimize waste in time, resources, and basically anything else that does not contribute value to the product. Chapter 7 provides specific suggestions for how to implement a lean system in an organization. The chapter also presents the seven most common ways waste may occur in a business. Examine how the Kanban system may be used to assist in meeting the master assembly schedule. Review and think about the examples and anecdotes provided in the chapters that illustrate the major ideas being conveyed. Consider the impact that lean thinking could have on how business is conducted. Ask yourself what areas, or functions, in an organization typically waste time or resources?

Optional Resources

Schroeder, R. G., Goldstein, S. M., & Rungtusanatham, M. J. (2018). Operations management in the supply chain (7th ed.). Retrieved from http://highered.mheducation.com/sites/0077835433/student_view0/index.html


Discussion 1: Impact of Lean Systems

This week, you read about implementing a lean system in an effort to reduce the waste of resources, time, and effort. Consider what you have read about implementing a lean system. Reflect on the effects of a lean system on workers and managers.

By Day 3

Post a 250- to 300-word statement that addresses the following:

  • What is the impact of implementing a lean system on the relationship between managers and employees?
  • Do you believe lean systems have a positive or a negative impact on the relationships between managers and workers? Explain and support your response.

Read a selection of your colleagues’ postings.

By Day 6

Respond to two or more of your colleagues’ postings in one or more of the following ways:

  • Ask a probing question.
  • Share an insight from having read your colleague’s posting.
  • Offer and support an opinion.
  • Make a suggestion.
  • Expand on your colleague’s posting.

Return to this Discussion in a few days to read the responses to your initial posting. Note what you learned and the insights you gained as a result of the comments your colleagues made.

Note: Be sure to support your work with specific reference citations from the Learning Resources and any additional sources you consulted. All references must be cited in APA format in an alphabetized list of references at the end of your summary post.

Submission and Grading Information

Grading Criteria

To access your rubric:Week 3 Discussion 1 Rubric

Post by Day 3 and Respond by Day 6

To participate in this Discussion:Week 3 Discussion 1


Discussion 2: Group Case Study

You will have two Case Study assignments to complete for the Operations Strategy at BYD of China, Electrifying the World’s Automotive Market case (p. 410). One will involve a Group Discussion and the other will be an Individual Assignment. The information from both parts will be used for your individual Group Case Study Paper, due this week.

The Individual Assignment in each week will help you to focus your analysis of the case, apply course concepts, and accomplish the course Learning Objectives. You and your group members should discuss the best answers to the question or questions presented. Each member of the group is required to post a response to the assigned questions in the Group Discussion Board.

Read the Operations Strategy at BYD of China, Electrifying the World’s Automotive Market case study in your course text (p. 410). For your Group Discussion this week, do the following:

By Day 3

Post a 250- to 350-word response that addresses the following:

  • What recommendations would you make for the business as a whole to overcome its weaknesses and threats and then capitalize on its strengths and opportunities?

Note: Complete the Group Discussion each week in the corresponding Forum of the Group Discussion Board found in the Groups area.

Submission and Grading Information

Grading Criteria

To access your rubric:Week 3 Discussion 2 Rubric

Post by Day 3

To participate in this Group Discussion:Groups


Project: Group Case Study

Read the Operations Strategy at BYD of China, Electrifying the World’s Automotive Market case study in your course text. After reviewing the information in this case study and the Learning Resources for this week, complete the following:

For this week, prepare a 250- to 350-word response to the following question:

  • How has BYD changed, advanced, or evolved since its inception?

Take this response and incorporate it, along with the responses you gave for questions in Weeks 1–2, into an individual paper that is 3–4 pages in length.

By Day 7

Submit your completed 3- to 4-page Group Case Study paper:

  • Prepare a conclusion to your paper by reviewing your responses to all of the case study questions you have answered this week and in previous weeks. You might also consider identifying:
    • the most important findings,
    • the major strengths and weaknesses of BYD’s methods of managing operations, and
    • recommendations for improvements that could be made to bolster BYD’s operations.
  • Compile and revise your report based on Instructor weekly feedback on your individual Discussion 2 posts.

Note: In addition to submitting your paper to the submission link below, post it to the Discussion 3 thread in the corresponding Forum of the Group Discussion Board. The Group Discussion board can be found in the Groups area.

Post by Day 7

To participate in this Group Discussion:Groups

Submission and Grading Information

To submit your completed Assignment for review and grading, do the following:

  • Please save your Assignment using the naming convention “WK3Proj+last name+first initial.(extension)” as the name.
  • Click the Week 3 Project Rubric to review the Grading Criteria for the Assignment.
  • Click the Week 3 Project link. You will also be able to “View Rubric” for grading criteria from this area.
  • Next, from the Attach File area, click on the Browse My Computer button. Find the document you saved as “WK3Proj+last name+first initial.(extension)” and click Open.
  • If applicable: From the Plagiarism Tools area, click the checkbox for I agree to submit my paper(s) to the Global Reference Database.
  • Click on the Submit button to complete your submission.
Grading Criteria

To access your rubric:Week 3 Project Rubric

Check Your Assignment Draft for Authenticity

To check your Assignment draft for authenticity:Submit your Week 3 Assignment draft and review the originality report.

Submit Your Assignment by Day 7

To submit your Project:Week 3 Project


Midterm Exam

Welcome to the Week 3 Midterm Exam.

You will have 2.5 hours (150 minutes) to complete the Exam. It is made up of 25 multiple-choice questions, and is worth 100 points. It covers Chapters 1–7 of the course text.

By Day 7

Complete the exam of this week.

Submission and Grading Information

Submit Your Exam by Day 7

To submit your Exam:Week 3 Exam


Week in Review

This week you evaluated the impact of lean systems on manager-employee relationships and analyzed lean systems in operations.

Next week you will focus on quality management; its practices and systems. You will also examine techniques for measuring product and service quality.

Next Week

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