Comparative Evaluation of Service Operations

In: Business and Management

Submitted By jshibler
Words 13435
Pages 54
Comparative Evaluation of
Retail Service Operations
Chris O’Dowd
Carlos Rodriguez
Doug Sefcik
Thao Nguyen
Joshua Shibler
Sam Lalgee

The University of Texas at San Antonio

Feasibility Report
September 24, 2015

Included below is a feasibility report for the retail operations of five different retail companies. The purpose of this report is to compare these service operations across six major categories: I.

Nature of Services and Classification
Competitive Factors
Tools and Service Strategies
Service Operating Systems
Service Quality and Benchmarking
Facility Location and Site Selection

Each section will be followed by a comparison and evaluation of the service operation systems within that section. The five service organizations that we will be examining in this report are: Best Buy, Wal-Mart, Sak’s Fifth
Avenue, Amazon and the specialty kiosk I Play N Talk.

Service Organizations
Best Buy was founded by Richard M. Schulze in 1966 and has become a powerhouse in the consumer electronics industry. Their headquarters are in
Richfield, Minnesota and they operate in the US, Mexico, and Canada. BestBuy has grown into a huge retail chain spanning over 1,400 stores. They started by the name “Sound of Music” in 1966 until 1983 where it was renamed to what we know it now as Best-Buy. Best-Buy employs around
125,000 people and they generate $40 billion annually.
Amazon is not like most businesses. Although its headquarters are located in
Seattle, Washington; it does not have a store location where customers can physically shop for productions. Their website,, serves as a market for buyers and sellers to do business with one another online. Amazon has many distribution systems throughout the United States that deliver productions to customers. To operate efficiently, Amazon must invest heavily

Similar Documents

Service Operation of Restaurants-Fastfood Joints

...FASTFOOD / RESTAURANT INDUSTRY Introduction Indian QSR (quick service restaurants) Industry is growing very rapidly. It is a reflection of the change in the lifestyle, food habits and consumption pattern of the population. The incidence of Dining out, ordering from home as well as takeaways is rising creating an opportunity to cater to a wide mass of population. What was the domain of upper class, singles or forced bachelors, has percolated to all echelons of society. The incidence and value differ substantially, but penetration of such consumption habits is wide spread and is on the increase. Although largely an urban phenomenon, the pattern is also emerging in rural areas with better road connectivity, increased vehicle ownership and rise in income levels. In a country with more than a billion people, opportunities in India are abound. This has led to a rapid growth of the QSR industry. However, simultaneously, it has also created a canvass that has many failures and carcass. Several outlets have been closed, a large number are struggling, still a large number are just about surviving and lot many of them have not been able to find their feet. There are a lot who are successful, but, more importantly, there is almost a complete absence of national chains. This indicates to the fact that just having a lot of opportunities is not enough. These opportunities need to be harnessed and converted into profitable enterprises. This paper is an attempt to understand the industry,......

Words: 6779 - Pages: 28

Operations Evaluation

...Summary Report: Operations Evaluation: Task 1 Courtney Nelson Western Governor’s University: Financial Analysis 1. Evaluation of Competitive Bikes, Inc.’s Strengths and Weaknesses based on analysis a. Horizontal Analysis Results When viewing a horizontal analysis statement it is important to know that the horizontal analysis is the study of the percentage of changes in comparative statements (Horngren, pg.746). Companies use horizontal analysis to determine the change in the percentage of sales, expenses, and net income. This number will determine if the company is increasing or decreasing amounts in the carious assets. The horizontal analysis evaluates the percentage of revenue that a company either increased by or decreased by. Competitive Bikes, Inc. decreased their amount of revenue by -16.3% in years seven and eight. In years six and seven, Competitive Bikes, Inc. increased their revenue by 37.5%. These figures show that something went wrong during this time period that cause Competitive Bikes, Inc. to lose a large percentage of revenue. The revenue can also be thought of as the net sales, making this an area of concern for Competitive Bikes, Inc. The operating expenses also took a hit on the horizontal analysis evaluation. The company went from a 33% in years six and seven to a -14.9% in years seven and eight. The company spent more money on advertising, transportation out, distribution network support, and sales commision in year seven, as......

Words: 3618 - Pages: 15

Service Operations Management

...March 2014 Module: Service Operations Management Tutor: Martin Beckinsale Acknowledgments The author would like to express appreciation to his tutor Martin Beckinsale for valuable, constructive critique and support during writing this report. Special thanks to Xinzhu Hu for her valuable ideas and comments during the writing progress. Besides, the author would like to take this opportunity to thanks George Kokkinidis and Martin Beckinsale’s passionate lectures. In addition, the author would like to thank the Kimberlin Library for the empirical data. I Summary The rapid development of supermarket industry resulted in fierce competitiveness among various companies. Therefore plenty of companies began to realise the significance of service and have launched a variety of innovative service models in order to gain a competitive advantage in the era of service-oriented. This report started from theories of service concept and service operation management and analysed the supply chain and customer order system of Waitrose, a UK supermarket. This report is aimed at building a new and deeper awareness of customers to Waitrose and help its operation management to be more advanced, more completed and more professional. After researching and analysing, the author found that Waitrose owns a mature and profound supply chain of pig meat. However, Waitrose relies too heavily on its own brands. Key Words: Supermarket, Service concept, Service operation management,......

Words: 2300 - Pages: 10

New Service Development: Managing the Dynamic Between Services and Operations Resources service development (NSD) and to investigate the relationship between NSD and operations resources due to previous research suggests that (NSD) is characterized by less stable offerings, less formal processes and is more emergent than new product development. Author successfully provide detail case study a sample of new services in Business-to-business markets in three different bespoke service providers. Softdev is a software developer, CRControls an installer for building control systems and Audiosystems, design and an installer for audio-visual (AV) systems. Author found and proposed a dialectical model of NSD composed of three stages: emergence, accommodation and consolidation. Emergence stage, there is an ongoing mutual adjustment between the existing services provided and the operations resources, capabilities and capacity levels of the company. Companies require to consider in their investment decision if, and how, existing operations resources, capabilities and capacity enable them to provide the new service. Accommodation stage when the implementation of the service will reveal what it is realistic to take on inside the firm - both in terms of newness of capabilities, and the capacity of the operation to find time to do new/additional things. It may reveal hidden more generally-applicable resources that are already deployed in existing services; new capabilities will start to develop; capacity trade-offs will appear as effort is directed toward the new service,......

Words: 356 - Pages: 2

Service Operations Management

...J. Service Science & Management, 2009, 2: 255-264 doi:10.4236/jssm.2009.24030 Published Online December 2009 ( 255 Service System Decoupling for Mass Customization: A Case Study in Catering Services Jue CHEN1, Yunhong HAO2 1 The tourism school, Zhejiang Gongshang University, Hangzhou, China; 2School of Business Administration, Zhejiang Gongshang University, Hangzhou, China. Email: Received April 17, 2009; revised June 19, 2009; accepted July 28, 2009. ABSTRACT The paper examines the key issues on system decoupling in service operations of mass customization by conducting a case study in catering services. It firstly justifies the effectiveness of applying concept of mass customization into service system decoupling to deal with the operation dilemma and then reveals the nature of decoupling decisions for mass customization purpose after discussions on the importance of modularization and the role of technologies including IT in the decoupling process. Based on these analyses, a Judgment-Matrix-based model on how to make the decoupling decisions in balancing the multiple operation objectives is then proposed and further research directions are finally suggested. Keywords: Mass Customization, System Decoupling, Customer Contact, Modularization 1. Introduction System decoupling is an effective approach to cope with the influences caused by customer contact by dividing the service system into two components:......

Words: 5284 - Pages: 22

Service Operations

...On Service Company Sudhakar Varada Roll No: 133307 Hard Rock Café The first Hard Rock Cafe opened its doors to the public on June 14, 1971, in London, England. Founded by Isaac Tigrett and Peter Morton, two enterprising and music-loving Americans, beginning with a guitar, it is only a joke among the friends at first, later on founder of the band -Cream and Derek & the Dominoes sent a guitar of his here, and has booked a desk for a longtime. From then on, the other guitars were sent here continually, have not stopped at all times. Hard Rock Cafe was an instant classic, attracting droves of customers with its first-rate, but moderately priced casual American fare, warm service and ever-present rock 'n' roll music and sensibility. At that time it has been doing things its own way. It was initially decorated with an eye toward eclectic American. What started as an American dinner in the heart of London has blossomed into a way of life. Hard Rock In 2007, Hard Rock was sold to the Seminole Tribe of Florida, and is headquartered in Orlando, Florida. Currently, there are 191 Hard Rock locations in 59 countries including 145 cafes, 21 hotels and 10 casinos. Mission: “To spread the spirit of rock ‘n’ roll by creating authentic experiences that rock.” To spread the spirit of Rock 'n Roll by delivering an exceptional entertainment and dining experience. Hard Rock Services 1. Hard Rock Cafes 2. Hard Rock Hotels 3. Hard Rock casinos From their services I......

Words: 8790 - Pages: 36

Service Operation Management

...Service Operations Management (SOM) **Some of my notes are taken from previous MSE/STS notes & Google so don’t worry if you can’t find it in your 6P/RR ** PROBLEM 1 Services Producing Industries: * Wholesale and Retail Trade * Transport and Storage * Accommodation and F&B Services * Information and Communications * Finance & Insurance * Business Services * Other services industries Business Excellence Framework and Awards: Companies known for service excellence: E.g. MacDonalds, Ritz Carlton, CPF, NLB, OCBC, SIA Quality Award (SQA): | Organization’s attainment of world-class standards of performance excellence | People Excellence Award (PEA) | The PE Award recognizes and celebrates organisations whose outstanding people management capability has contributed significantly to business excellence. | Innovation Award (I-Award) | The I-Award recognizes and celebrates organisations whose outstanding innovation capability development approach has contributed significantly to business excellence. | Service Excellence Award | The Service Excellence Award is the highest accolade for service excellence. It recognizes the best of the best with a total approach to developing their service capability to enhance service leadership, service agility, customer delight, and customer experience.Benefits: * Organization will be able to use Service Excellence Award logo on all its materials as marketing tool. (Leveraging on the......

Words: 16849 - Pages: 68

Service Operation

...Group 6 Submitted by Ankit Kumar Varsaney (14PGP071) Abhishek Sharma (14PGP062) Choudhari Amit Prakash (14PGP012) Ronit Kumar Jena (14PGP111) Sanjeet Sahu (14PGP112) Group 6 Submitted by Ankit Kumar Varsaney (14PGP071) Abhishek Sharma (14PGP062) Choudhari Amit Prakash (14PGP012) Ronit Kumar Jena (14PGP111) Sanjeet Sahu (14PGP112) SO Project Starbucks : Delivering Customer Service | 1. What factors accounted for the extraordinary success of Starbucks during the 1990s? Starbucks success can be determined by the fact that Starbucks enjoyed 11 consecutive years of 5 % or higher comparable sales growth. Starbucks was adding 3 stores each day leading to 5886 stores at the end of FY2002. Sales had increased at the rate of 40% and net income has risen to 50% without investing much in marketing. There are various reasons behind the huge success of Starbucks. Some of them are as follows: * Vision of Starbucks, “third place” helped the company in creating a better relationship between employees and customers. Employees tried to provide experience so that customer feels connected with Starbucks and treat stores as a third place after home or work, a place that mean different things to different people. * Starbucks value proposition was aligned with the need of the targeted customers. Starbucks brand strategy, captured by “live coffee” mantra perfectly reflected national coffee culture. Value proposition had three components, which enhanced overall...

Words: 1343 - Pages: 6

Service Operations Mgmt.

...want a place which has a healthy atmosphere for their child to grow up in. There is a tough competition to get admission into good reputed schools. Any added help to the child can give the child an edge over others. This cannot be provided by ayahs or traditional day care centers. Service gap Currently the options available to parents are babysitters or ayahs who stay at the child’s home and take care of him/her. Another option is day care services which many stay at home moms run. There is a lack of organized player in this industry which presents a great opportunity to create a niche market for quality day care service for kids in the 0-6 age group. There is no player, organized or otherwise who offers constant touch with the kids all day. Positioning: Mission: 1. To provide home-like care for babies and kids of working couples and shape them into capable children by guiding them in cognitive, social and educational abilities. 2. To enable worry-free, uninhibited work-life, especially for working women, by enabling them to see and monitor their kids from work place through “live” feeds into their computer. Service offering and strategy: We offer premium child care services, characterized by quality ambience, nutritious food, trained care-takers and adequate interaction with children of similar age groups from other upscale residences in the locality. Apart from these, the biggest draw would be the fact that parents can constantly monitor their kids......

Words: 1044 - Pages: 5

Service Operations

...Q1. Describe the GOI environment policy towards service industry. Ans1- Environmental issues in Service Sector and their respective guidelines: Sr No | Issue | Guideline Ref | Key Notes | 1 | Biomedical Waste | Bio-Medical Waste (Management and Handling) Rules, 1998. | Apply to all persons who generate, collect, receive, store, transport, treat, dispose, or handle bio medical waste in any form | 2 | Air Pollution | The Air (Prevention and Control of Pollution) Act 1981 | An Act to provide for the prevention, control and abatement of air pollution-Concurrent Subject | 3 | E Waste | E Waste (M&H) Rules, 2011 | Applies to Every producer, Consumer or Bulk Consumer involved in the manufacture, sale , purchase, and processing of electrical and electronic equipment or components except Batteries, MSMEs, & Radioactive Wastes | 4 | Solid Waste (Paper, Glass etc) | Solid Waste Management Rules 2015 | Guidelines on Handling and Management for Solid Waste generated (Segregation, disposal etc) | 5 | Waste Water | The Water (Prevention and Control of Pollution) Rules, 1975. | Rules and......

Words: 745 - Pages: 3

Manufacturing Operations and Managing Services

...GD GOENKA WORLD INSTITUTE Module-gmsi402 MANUFACTURING OPERATIONS AND MANAGING SERVICES SUBMITTED TO SUBMITTED BY Mr. S. Dass NITIN KANT BHARDWAJ ACKNOWLEDGEMENT I would like to express my gratitude towards my coursework in charge Mr S. Das under whose guidance and support I completed my coursework successfully on time. INTRODUCTION The case I am provided with is about the natural calamities that occurred in Japan on March 11, 2011. The disasters that took place in Japan include a 9.0 magnitude, Tsunami waves as high as 40 metres travelled up to 10 kilometres and three nuclear reactors at Fukushima Dai-ichi faced Level 7 meltdowns. The impact of this combined disaster was so devastating that it left more than 25000 people dead, injured or missing. Big players of automobile industry such as Nissan, Honda and Toyota got highly affected by the disaster. The case mainly focuses on Nissan, the impact of earthquake on the company and how it responded to the calamity. The company took various protective steps to achieve the momentum of business operations back along with making remarkable flow of income and generating fair revenues at the time of calamity to make situations normal. Q1. The case identifies several aspects of the Nissan response that were particularly beneficial. Expand on the points......

Words: 2307 - Pages: 10

A Comparative Investigation and Evaluation of Oracle9I and Sql Server2000 with Respect to Performance and Scalability

...A Comparative Investigation and Evaluation of Oracle9i and SQL server2000 with respect to Performance and Scalability By Phathisile Sibanda Supervisor: Mr John Ebden Computer Science Department, Rhodes University 26 September 2005 Abstract: Performance and scalability are two omnipotent factors determining database availability and reliability. This is especially true for modern computer systems due to the inclusion of the Internet in Online transaction processing (OLTP) and E-commerce applications which use databases. This evolution gave birth to an enduring need for high throughput, good response time, excellent data consistency and concurrency control. This paper evaluates SQL server 2000 and Oracle 9i with respect to performance and scalability. Initial performance tests showed that at low to medium workload both database systems behaved in a similar fashion in terms of throughput and response time. At high load however Oracle 9i emerged victorious in both cases. market and use of the Internet in databases. The first point has lead to competition between commercial and open source database vendors while the second has resulted in a need for high performance database systems. This whole controversy has in the past lead database vendors to employ numerous tricks in bid to improve the processing speed of their systems during benchmarking and thus falsely prove that their databases products are superior to other competitors. Some of their...

Words: 3061 - Pages: 13

Service Evaluation of Google Search

...Service operations Case Study: Google Search Table of Contents Executive Summary 3 1. Introduction 4 2. Overview 6 3. Service Analysis 7 Four V’s Analysis 7 Service Transaction Analysis 9 Process Design and Outcome from customer point of view 11 Customer Role in Google Search 11 IP Matrix: 12 Perceived User Value 13 Conclusion 14 4. Issues and Recommendations 15 Service Inventory in Google Search 15 Privacy 17 Google versus the rest of the tech world 19 Dominance of Regional search Engines over Google 20 Conclusion 21 5. Conclusion 22 Bibliography 23 Appendix 25 List of Tables Table 1: Service Transaction Analysis of Google Search 10 Table 2: Outcome of Google Search from customer point of view 11 Table 3: Process of Google Search from customer point of view 11 Table 4: Customer Role analysis in Google Search service 12 List of Figures Figure 1: Methodology of the report 5 Figure 2: Process Map for Google search operation 6 Figure 3: Transformation of input to output in Google Search 7 Figure 4: Four V Analysis of Google Search service 8 Figure 5: Classification of processes according to volume and variety 9 Figure 6: Importance Performance Matrix for Google Search service 13 Figure 7: Perceived User Value Graph of Google and competitor search services 14 Figure 8: Service Inventory produced during the Google Search process 16 Figure 9: Graph comparing visitors to Google and Facebook......

Words: 5895 - Pages: 24

Evaluation and Management Services

...Abstract Evaluation and management services or E/M is a service used by private health insurance companies, Medicare and Medicaid for the purpose of reimbursement to providers for patient encounters within the United States. E/M is used in determining the type and extent of the condition of a patient. Current Procedural Terminology (CPT) Codes are used in conjunction with E/M codes to document and bill for reimbursement of specific services.   Evaluation and Management Services To determine the level of evaluation and management services that are provided to a patient, the key components and contributing factors need to be assessed. The procedure would be to identify if the patient is a new or established patient, where the patient is being seen, is this a consultation, is the patient being seen for an illness or preventive care, determine the level of history, the level of examination, the level of medical decision making (MDM), then assign the proper code (Abraham, 2011). Evaluation and management service levels are based on any and all documentation found in a patient’s medical record. There are different levels of service for which key components are based on; history, examination and medical decision making. These three components are a reflection of what occurred and is recorded by the doctor in the patient’s medical record. You will find these key components in every patients case with the exception of counseling encounters. By using these key......

Words: 693 - Pages: 3

Operations and Supply Management for Goods and Services

...Operations and Supply Management: Goods and Services Similarities and Differences between Goods and Services The similarities between good and services are that goods and services provide value to the customer, and they can both be made to fit what a customer wants or needs. The delivery of both goods and services require a process to get to final delivery, so operations management is a critically important skill for both (Collier, 2007). According to Jacobs, there are five things that differentiate goods from services. They are, first, a service is an intangible process that cannot be weighed or measured, but a good has a physical presence that can be. Second, a service must be delivered via interaction with a customer whereas a product is manufactured somewhere away from the customer. Third, how a service is delivered varies as this is dependent on the customer, the service provider and the situation, but the production of goods has no variability. Fourth, the process of delivering a service is dependent on time and can’t be stored, and fifth, services are evaluated as a package of features that include the facility, goods involved in the process, and explicit and implicit services (Jacobs, pp. 11-12). Collier goes on to name a few more differences, namely the demand for services is more difficult to predict and service management skills are vital to the successful delivery of a service. Operations Management and Production Differences for Goods and......

Words: 1020 - Pages: 5