Bejoc, Ronah Abigail R. June 7, 2020 (Mon.

)
BSA 1- Block 3 Mr. Al Radomes

OM TQM: Operations Management and Total Quality Management

Midterm Examination Summer 2020

1. Multitasking the Right Way

The picture above shows a man who seem to be so busy, managing a lot of things
at once. In relation to our topic, I believe that the picture is a good representation of
what Operations Management is all about, in which it involves a lot of systems and
processes in order to achieve the desired output. Moreover, it shows how operations
managers have a wide range of functions that they need to perform in order to run the
business operations smoothly. Based on my own analysis, I believe that this also
implies how complex operations management is, consisting of 3 basic functions, a wide
scope of activities, different types of operations, decision-making and etc. In a nutshell,
the picture has taught me how operations are very crucial in running a business. In
order that a business will be able to reach its goals and succeed, one should learn how
to be efficient in all of its areas and learn to multitask the right way.
 2. Reaching for Excellence in Customer Service

The picture above shows a man, climbing his way up to an excellent customer
service. In relation to our topic, I have read that the customers, external or internal, are
the ultimate buyers of goods and services. Their perception on the quality and other
specifications of the product or service that a business provides them with will
determine how willing they are to stay as loyal customers to the business itself. I
learned that in providing an excellent customer service, it is not just about selling
products or services to people. An excellent customer service actually starts with a
genuine desire to make the customers happy and meet their expectations. A research
on knowing more about the target customers will also be helpful in order to know what
they are really looking for in a product or service. By doing so, the business will find
more innovative ways of delighting the customers and at the same time, have a
competitive edge over its competitors. Lastly, one should remember that it takes
months, or even years, to build trust and loyalty among the customers, but a single
mistake could cost the business a lot and lose its customers, even the loyal ones.
 3. Listening to Feedbacks—the Good and the Bad

In running a business, it is to be expected that there are some factors that would
really contribute to some problems towards the business and which would not satisfy
the customers, like what is shown in the picture above. Take the Pareto Phenomenon
as an example, wherein I have learned from my readings that 80% of the problems are
caused by 20% of the activities. By listening to the customers and handling their issues
professionally, business will be able to evaluate where they went wrong and apply
certain methods and techniques to avoid it from happening again. I believe that
feedbacks are as important as making big profits, because through these feedbacks
from the customers, and even from the people within the organization, businesses will
be able to improve in their activities and operations. Moreover, I also learned that bad
feedbacks are also as important as good feedbacks, and that businesses should not
just take them for granted. Instead, they have to use these as a motivation to do better
and reach greater heights. Lastly, it must be remembered that what costumers say
about the products and services provided is a reflection of the business itself, and can
either make or break the brand.