Taking the example of the Dabbawala service as an example, discuss the five performance objectives of an operation.
The objectives of operations management regarding the services offered by Dabbawalas include quality, speed, dependability, flexibility, and cost. Therefore, these objectives are relevant to this case study since the nature of operations involved is intensive and require accurate planning.
Quality refers to the aspect of bringing everything on the right course in terms of delivering the goods and services to the clients. Through doing things accurately, it is possible to influence the quality of the services and goods delivered there are two imperative factors concerning quality namely internal and external: external quality underscores the ability to influence customer satisfaction. Internal quality affirms the activities that result in the reduction of price through diminishing the degree of mistakes as well as augmenting the dependability through a system of efficient and stable processes (Slack, Stuart & Robert, 2010,). In fact, this is relevant to the Dabbawallas because they can increase customer satisfaction by supplying quality food in the most efficient manner.
Speed is a vital objective of operations management that is relevant to the case study because delivering lunch is supposed to take place on time. Therefore, this objective underscores the aspect of doing things fast as a way of decreasing the time taken to deliver the lunch boxes. Speed also reduces inventory through diminishing time and risks of holding the dispensation of resources (Slack, Stuart & Robert 2010). In essence, Speed improves customer services because customers do not have to wait for long to receive their delivery.
Dabbawalas are supposed to be dependable as an operations management objective, which will increase customer satisfaction and efficiency. The delivery men should always distribute the lunch boxes on time as a way of offering quality service to the clients. The customers should receive the lunch boxes either when they need them or when they were promised to receive (Slack, Stuart & Robert, 2010, 44). Dependability offers an aspect of stability to the business
Dabbawallas ought to be flexible to change their operations to suit the demands of the customers. Flexibility involves a number of factors like speed, quality, and range of goods, time inputs and outputs (Slack, Stuart, & Robert, 2010, 45). Another imperative objective of operations management that is relevant with the Dabbawalas is cost. The services of lunch delivery ought to be productive and affordable. The lunch services and products should be offered at a reasonable price to increase customer satisfaction and profit.
The objectives of operations management regarding the services of Dabbawalas comprise of flexibility cost, dependability and stability among other. The services are based on concrete operations management principles that guide the entire process.
Why does the Dabbawalas’ service offer such an amazing dependability?
Dabbawalla’s service offer an amazing dependability based on the number of reasons, which include proper planning, a systematic cycle framework, establishment of trust relationship, effective reliable transport system and a clear operations management policy.
The workers often start their operations early enough to ensure that the orders are taken and plan made toward getting the lunch boxes in time (Askin & Standridge, 1993, 76). Next, there the operation of lunch that is then packaged and taken to the railway station for ferrying (Chase, Jacobs, & Aquilano, 2007, 65). Once the lunch boxes arrive in the town, there are distributors ready to deliver them to the customers. In this case, the process ensures that the customers receive their meals at the right time and without any delays whatsoever (Malakooti, 2013, 44). Personal networking between the lunch distributors and the clients is another vital reason why the Dabbawalas offer a high dependable service. The people in charge of delivering the lunch boxes to the customers have a very high connection with the clients at a personal level (Poluha, 2016, 62). As such, this becomes one of the reasons way the customers trust them. In such an environment of trust, the Dabbawalas are committed to delivering quality service at any given time in order to cement the relationship. As such, the Dabbawalas are also very much passionate about their work, a situation that increases their degree of effectiveness and dependability.
The Dabbawalas succeed to offer very effective and dependable service because of the fact that there is a good connection between buyers and suppliers, good transport system and the existence if trust. the services can be improved through he espousal of modern technology in communication.
What do you think are the main threats to this service?
The main threats to the service of Dabbawalas comprise transport system failures, competition from alternative service providers, the absence of proper structures, failure to embrace modern technology, poor quality products and services and lack of proper networks (Poluha, 2016, 62).
Worth noting is that this service relies on the Indian railway transport system for success; therefore, in case of delays in the transportation networks it may become difficult to meet the demands of the customers. Since the Dabbawalas delivers lunch, any slight delay could result in customer dissatisfaction since lunchtime hours are usually fixed (Burnetas & Katehakis, 1993, 89). However, the entry of alternative service providers could be a major blow to the services of Dabbawalas since the new providers could employ better tactics, offer appealing lunches, as well as customize the services.
The Dabawallas are currently operating in a monopoly that could be challenged by the entry of new service providers. The failure to embrace modern technology could be a major threat to the survival of the business because in today’s fast paced society, there is no time for inefficiency. (Montgomery, 2012, 41). Therefore, there should be an endeavor to increase the efficiency of the services though embracing modern technology (Hill, 2000, 108). Under those premises, the Dabalawalas should operate either through mobile phones or internet as a way of reaching many customers at the same time without having to travel physically to where the potential and existing clients are (Buzacott & Shanthikumar, 1993, 78). Through embracing change, particularly the new information technology, the Dabbawalas can significantly improve their market situation and achieve more success in future. Evidently, the viability of their business is based on the ability to change.
The services of Dabbawalas are under several threats that undermine their effectiveness ad survival. to survive in the business, the Dabbawalas must embrace change through embracing modern information technology as well as improve the intervention between customers and buyers.
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