Review Questions MGMT Essay Example for Free

Review Questions MGMT Essay1) Scheduling and sequencing atomic number 18 typically viewed from a technical perspective that is, they are focused on minimizing quantitative measures such as freshness or cost. However, schedules also have intangible make on customers, employees, and the perception of service quality. Discuss what some of these intangible effects might be and how managers should exact them when constructing schedules. few intangible effects of schedules on customers, employees, and the perception of service quality could be, employee morale ( all lieuworked, underworked) customer/ vendee satisfaction with rate of production/delivery of service perception of efficiency of potential clients and ancillary obtain arrangements. Managers need to take into account that constructing schedules will impact stakeholders in different ways (Collier Evans, 2013).Where a faster delivery time might make a customer happy, a salaried employee working 14 hour days to meet that demand may ultimately be causing more prostitute to the company in the long run. One of the best methods for developing schedules is an Activity-on-Node model. In this model, we bathroom see the earliest start (ES) latest start (LS) earliest finish (LS) and latest finish for each activity of the contrive. Some of they may be able to run concurrently, which leads us to determining what the critical roadway would be. The critical path is the shortest time between activities that the project may be accomplished (Collier Evans, 2013).2) Select two of Demings 14 Points and address the importance of them to trading operations managers (as well as all managers) in todays business environment. Demings steps 13 (Encourage Education and Self-Improvement) and 14 (Take Action) are the two that I find the most respectable attributes in operations managers and normal managers, alike. I have seen first-hand what sort of morale detriment can occur when self-improvement and didactics a re non fostered in top-performers. For example, employee John Smith decideshe wants to obtain his Project Management professional PMP certification. His company has a training budget that allows for such training, but Smiths manager cannot clip the need for the certification, based on Smiths current duties. Smith then decides to take spend time and pay out of pocket to achieve this certification, nearly $2000 of his own money spent on professional development.Several months later, Smiths company is awarded a substantial Earned Value (EV) signalize from the DoD, in which a requirement was that there needed to be a certified PMP on the project team. Smiths manager lacked the foresight to see the benefit of such a certification, and to this day, Smith has not been formally reimbursed for what ultimately led to the acquisition of a multi-million dollar contract. Needless to say, Smiths indirect request for that manager severely diminished. Taking Action stood out to me as well, be cause I have seen what cost-plus contracts can do to a company. The chaos is cash mindset that melds into the minds of managers whose incumbencies are those contracts can be sickening.I at once witnessed a company with a directorate that was so focused on this mind-set that deliveries were constantly late or with error, and it was considered the norm to have such things occur. DoD contractors are normally evaluated by the Contractor act Assessment Reporting System (CPARS), and this company was consistently in the unsatisfactory rating. With a new directorate and management, this company was able to climb that rating system two levels for the first time in over a decade. I attribute this to those whom replaced the previous directorate and managements Take Action attitude in correcting that usurious cost-plus mindset.3) Explain how service quality is measured. Specifically, discuss how you may have experienced each of the quintette SERVQUAL dimensions as a consumer of services. S ervice quality is consistently meeting or exceeding customer expectations (external focus) and service-delivery system performance criteria (internal focus) during all service encounters Collier Evans, 2013). The 10 dimensions of SERVQUAL are as followsSERVQUAL DimensionsReliabilityResponsiveness competenceAccessCourtesyCommunicationCredibilitySecurityUnderstanding/knowing the customertangiblesIn regards to reliability, I have had amazing reliability with MESA/BOOGIE guitar amplifiers. My MESA amp has lasted over 10 eld with no issues. In regards to competence, USAAs customer service and knowledge of their own products/services continues to amaze me every time I speak to them over the phone. I would also attribute the courtesy, responsiveness, and communication dimensions to USAA, as well. Their representatives are always well spoken, pleasant, and prompt to return inquiries.With understanding/knowing the customer, I would say Pacific bore is high on my list. We at Pacific Calibe r can recognize the true, earned-value potential in the candidates we place with our clients, because we have been subject matter experts in those fields already. Much of this has to do with military affiliations and core values, as well. Access would go to Cotixans Mexican Restaurant. They have amazing food, 24/7, and are adjacent to my home. Security would go to Lockheed Martins private flight-test facilities, that is all I can comment on that.ReferencesCollier, D., Evans, J. (2013). OM4 (4th ed., Student ed.). Mason, Ohio South-Western Cengage Learning.