Operations and Project Management
1. Provide an overview of your chosen establishment’s operations, supported by an illustration of the end-to-end supply
chain of the chosen outlet in a diagram
2. Create a process map of the existing service operation from a customer’s perspective, including actions, timings, waits, delays, and decision points. Suggest changes that improve the customer experience and illustrate these with a new process map – ie before and after process maps
3. Making reference to quality attributes, benchmark and assess the current performance of the operation with respect to delivered service quality compared to a specific direct competitor outlet.
4. Using an importance-performance matrix, identify and justify an improvement priority you would recommend to the operation’s service quality provision, explicitly stating scope, target audience and planned outcome of your recommended improvement.
5. Produce a high-level plan, supported by a Gantt chart for a six-month project to implement the improvement you have recommended in Task 4 above. Develop a risk register to show how you would control the risks during implementation of the project.
