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Business Operations

Extracts from this document...

Introduction

Business Operations TUTORS......................................................................................... ..................................................................................................... DATE OFSUBMISSION................................................................... GROUP NAME............................................................................ JMU REGISTRATION NUMBER......................................................... OVERALL COURSEWORK MARK AND ADDITIONAL COMMENTS IF REQUIRED IV................................................................................................... EV.................................................................................................. Table of Contents 1. Draw a detailed cycle of service for Southwest Airlines. 3 2. Describe the Service-Product Bundle of Southwest Airlines and discuss how customers can evaluate it. 3 3. For Southwest Airlines: 3 3.1. What are the order Winners? 3 3.2. What are the order Qualifiers? 3 4. The Corporate Mission of Southwest Airlines is "Dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride and Company Spirit" 3 4.1 What is the Southwest's Distinctive Competence? 3 4.2 What is the Operations Mission? 3 5. Schroeder identifies four Operational Objectives: Cost, Quality, Delivery and Flexibility. Rank these in order of importance to Southwest Airlines and discuss how it achieves each of the objectives. 3 6. How can Southwest improve its operations systems still further with regards to processes, quality, capacity and inventory? 3 7. What impact does the lack of a "hub and spoke" system have on Southwest's inventory management and what system can the airline put in place to ensure that its aircraft have a readily available supply of fuel and food? 3 8. As a consultant hired by Southwest Airlines to determine whether or not they should utilize the "hub and spoke" system, which cities would you suggest as possible Hubs and which spokes would each serve - give reasons for your selection. 3 9. Should Southwest Airlines senior management adopt the "Hub and Spoke" system? Give reasons for your answer 3 10. References 3 11. Bibliography 3 Appendix 1 3 Appendix 2 3 Appendix 3 3 Appendix 4 3 Appendix 4 3 1. Draw a detailed cycle of service for Southwest Airlines. 2. Describe the Service-Product Bundle of Southwest Airlines and discuss how customers can evaluate it. Hill (1993, p.117) ...read more.

Middle

make sure they make the experience as enjoyable as possible; they ensure that they keep costs low by using point to point system 4. Flexibility Southwest Airlines have a wide and frequent range of flights, and even has flights from Dallas - Houston every two hours. With their extremely large base of airplanes they can offer a lot of flights and also do this at times which will suit the consumers best. Also their pilots aren't part of the USA national union which means that they aren't restricted to only flying for a certain number of hours per week if they don't want too, this gives Southwest Airlines more flexibility with getting extra flights run as the pilots can always be called upon to carry out a few extra flights per week. If one of their aircraft was to break down or suffer a technical fault then as they use the point to point system it can be fixed there and then sane as they will have the equipment, maintenance workers and also any spare parts which might be needed. This reduces the amount of time that the plane is grounded and means that it can be put back in use and flying customers again far quicker than if they had to fly back to their hub and carry out the technical checks on it there, and this would mean that the time being used to carry out the checks would reduce the amount of flights Southwest Airlines can carry out and could also cause a rise in congestion with the consumers who were meant to be flying on that plane, this overall will mean angry customers and a loss in profit and reptutation. 6. How can Southwest improve its operations systems still further with regards to processes, quality, capacity and inventory? Schroeder (2004, p.23) in his book 'Operations Management' states that "policies should indicate how the operations objectives will be achieved" Processes -This contains various policy areas including span of process, job specialization and supervision. ...read more.

Conclusion

It will serve to an endless amount of spokes which will make it an ideal Hub location. (See Appendix 1) Mountain - I have chosen Denver as my Hub as it is one of the largest airports in the whole of the USA. (See Appendix 2) Central - I have chosen Chicago as my Hub as once again it is an extremely large airport so it will have a high volume of customers passing through it every year. (See Appendix 3) Eastern - I have chosen Baltimore/Washington as my Hub as this is the capital of America so it is going to have a large number of passengers passing through it per annum and will prove to be a very popular choice for a Hub to be placed. (See Appendix 4) Below is the list of all Spokes that these Hubs's will serve: - Los Angeles Denver Chicago Baltimore/Washington Portland Salt Lake City Omaha Buffalo Boise Omaha Kansas City Manchester Salt Lake City Albuquerque St Louis Springfield Reno/Tahoe Amarillo Tulsa Philadelphia Sacramento Lubbock Indianapolis Washington DC San Jose Midland Louisville Norfolk Oakland Austin Columbus Pittsburgh San Francisco San Antonio Nashville Cleveland Orange County Birmingham Orlando Phoenix Jackson Tampa Bay Tucson New Orleans El Paso 9. Should Southwest Airlines senior management adopt the "Hub and Spoke" system? Give reasons for your answer The "Hub and Spoke" system is when a central airport is used as a Hub and the spokes are made up of the destinations the planes fly too. A few disadvantages of the Hub and Spoke system are as follows: - * Due to the centralization of the hub it means it can become very congested which could result in flights being delayed. * If an airplane requires serviced or needs spare parts then it will have to return back to its hub station and be repaired there * It would also result in Southwest airlines losing their distinctive competence in offering short quick haul flights. 10. ...read more.

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