COMPILATION OF PERFORMANCE TASKS

BA 26 – OPERATIONS MANAGEMENT (TOTAL QUALITY MANAGEMENT)

FIRST SEMESTER 2019-2020
ANALYN A. HERMOSO

PERFORMANCE TASK NO. 1 – DESIGN THE SUPPLY CHAIN FOR CANNED SARDINES

Name: Course and Year: Date: Score:

Instructions: This activity is designed to help you identify the internal and external activities of the supply chain.

MAJOR ACTIVITY/TASK in the supply chain INTERNAL EXTERNAL

1.

2.

3.

4.

5.

6.
 PERFORMANCE TASK NO. 2 –TRANSFORMATION PROCESSES with VALUE ADDING ACTIVITIES FOR A PAIR OF SHOES

Name: Course and Year: Date: Score:

Instructions: This activity is designed to help you identify the internal and external elements of the supply chain.

ACIVITY/TASK VALUE ADDING ACTIVITIES

 PERFORMANCE TASK NO. 3 - CUSTOMER SATISFACTION

Name: Course and Year: Date: Score:

Instructions: This activity is designed to help you identify the key components of what drives customer satisfaction outcomes. Listed below are a
series of statements made by consumers regarding their recent interaction with a firm. Quickly review each statement and determine how satisfied
each consumer is (using this simple scale; very satisfied, satisfied or dissatisfied). Justify your answer.

ACIVITY/TASK LEVEL OF SATISFACTION JUSTIFICATION

7. “My friends dragged me to see that new movie. I didn’t want to go! I thought it
was going to be a stupid movie, but it turned out to be not too bad.”
8. “I got my old DVD player repaired as the picture always looked fuzzy. The firm
fixed it in a few days and met their $100 quote. Now the DVD works fine.”
9. “I was really excited about going to see the concert, but the seats were right up
the back and we were next to a bunch of loud and noisy people.”
10. “I couldn’t believe that the hotel only charged $100 for the night. They could
easily charge a lot more for what they offer.”
11. “I was so excited when I first saw vanilla flavored cola – I thought it would taste
great, just like cola and ice-cream. But when I tasted it, it was so bad that I
couldn’t even finish it.”
12. “I hired a floor polishing machine for the weekend. When they delivered it, we
found it was too big to get through the doorway. They took it away without
charge, but I was disappointed as I had previously checked with them that it
would fit.”
 PERFORMANCE TASK NO. 4 - DESIGNING EXTERNAL CUSTOMER SATISFACTION SURVEY

Name: Course and Year: Date: Score:

Instructions:
1. Form groups (5 members)
2. Select a business to deal within your industry.
3. Design an external customer feedback form with emphasis on:
a. Product/service offering
b. Product/Service experience
b.1 attitude of employees
b.2 customization
b.3 physical evidence
b.3 problem resolution/s, if any
b.5 satisfaction/dissatisfaction level
c. Post product/service experience
 PERFORMANCE TASK NO. 5 - DESIGNING INTERNAL CUSTOMER SATISFACTION SURVEY

Name: Course and Year: Date: Score:

Instructions:

1. Form groups (8 members)

2. Select a business to deal within your industry.
3. Design an internal customer feedback form with emphasis on:
a. Nature of job
b. Workplace environment
c. Salary and rewards
d. Co-workers/peer relationship
e. Company rules/policies
f. Employee participation in decision making
g. Quality of supervision