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Susan Blouin, Toronto - Operations Management Quality System Deployment

Susan Blouin, Toronto - Operations Management Quality System Deployment

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Published by elizabethnn
Operations Management, Quality System Deployment.
Operations Management, Quality System Deployment.

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Published by: elizabethnn on Dec 02, 2011
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11/08/2013

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Operations Management
Process Analysis, Product, Process Design& Quality Systems Deployment
IT CORPORATION Canada CorporationJuly 18, 2002Susan BlouinAthabasca University, Center for InnovativeManagement MBA Program, Operations Management Paper 
1.
 
Operations Management
TABLE OF CONTENTS
PROCESS ANALYSIS, PRODUCT, PROCESS DESIGN .......................................................................1& QUALITY SYSTEMS DEPLOYMENT..................................................................................................1IT CORPORATION CANADA CORPORATION.....................................................................................1
O
PERATING
S
TRATEGY
......................................................................................................................4O
PERATING
M
ODEL
..........................................................................................................................5H
OW
IT CORPORATION C
ANADA
 
IS
S
TRUCTURED
 
TO
M
EET
 
ITS
M
AJOR 
I
SSUES
...........................6I
NDUSTRY
T
RENDS
...........................................................................................................................6C
USTOMER 
S
ERVICE
.........................................................................................................................9
 Instituting a Quality Management System.............................................................................................10 Analysis of Business Process Management and Process Design Related Issues...................................13 Production/Delivery Processes..............................................................................................................14 Business Processes.................................................................................................................................14
D
EPLOYING
 
A
 
PROCESS
 
FOCUSED
 
APPROACH
 
TO
 
MANAGING
 
WORK 
 
IS
 
NEEDED
........................................15A
NALYSIS
 
OF
C
USTOMER 
S
ERVICE
ELATED
I
SSUES
..........................................................................17T
HE
C
USTOMER 
D
RIVEN
E
NTERPRISE
M
ANAGEMENT
M
ODEL
 
AND
 
THE
T
IES
B
ETWEEN
IT C
ORPORATION
 C
URRENT
S
TRATEGIC
I
SSUES
..........................................................................................................17A
NALYSIS
 
OF
 
THE
Q
UALITY
ELATED
I
SSUES
....................................................................................21
2.
 
Operations Management
EXECUTIVE SUMMARY
The overall shift toward enhanced services and applications support results in a clear need for closer relationships with customers and increased focus on the personalization and customizationof services. As the number of users subscribing to value-added applications continues to grow,their expectations in terms of personalization and specialized services also continue to evolve.The “one-size-fits-all” service concept becomes invalid in an increasingly fragmented marketplace.Embracing this mass personalization will take a serious effort on the part of IT CORPORATIONCanada to meet these new needs of its new customer base.This report will review the current state of issues facing IT CORPORATION Canada, and outlinethe success criteria needed for IT CORPORATION to accomplish meeting the appropriateobjectives in order to manage their operational issues and complexities.The analysis of the current issues will detail the related business process, customer service andoperational complexities surrounding the organization. The recommendations will provide insighton mandatory requirements that will lead towards a new operational platform, implementing amore customer-focused enterprise and instituting a quality management system through theorganization.
3.

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