COLLEGE OF COMMERCE

DEPARTMENT OF BUSINESS ADMINISTRATION AND ENTREPRENEURSHIP

MODULE 7 PACKET
BA 311 – OPERATIONS MANAGEMENT

MODULE 7 OVERVIEW:

Welcome to Module 7 – SCHEDULING, SEQUENCING, AND QUALITY MANAGEMENT

In the past, manufacturing operations grappled with the concept of retaining production on time without
compromising its efficiency. As this dilemma became widespread and technology changed, operations
scheduling became a viable alternative for manufacturers that were seeking productivity improvement.

Operations scheduling allows production to have a plan to track and guarantee accurate delivery times
while keeping an eye on inventory levels. Likewise, discussion on the quality is also injected to give you a
knowledge on how to achieve greater consistency in tasks and personnel. After all, the organization's end
concer is customer satisfaction.

In this module, operations scheduling and achieving quality can provide you with a thorough insight within
the operation and aid in boosting the organization's overall efficiency.

CONSULTATION HOURS:
Phone or Messenger: 12:00 NN – 1:30 PM | Wednesdays and Fridays

MODULE 7 LEARNING OBJECTIVES:

By the end of this module, you will be able to:
1. Examine the concepts of scheduling and sequencing.
2. Explain staff scheduling, sequencing, and appointment system decisions.
3. Understand the concepts and definitions of quality.
4. Apply the concept of GAP model in the hospitality setting and recognize its importance.
5. Utilize the seven QC framework to address the customer satisfaction in the hospitality industry.

2020-2021 Module Packets for BA 311 (Operations Management) | College of Commerce | University of San
Agustin, Iloilo City, 5000, Philippines
 COLLEGE OF COMMERCE
DEPARTMENT OF BUSINESS ADMINISTRATION AND ENTREPRENEURSHIP

COURSE CONTENT FOR MODULE 7:

SCHEDULING, SEQUENCING, AND QUALITY MANAGEMENT
ACTIVITY DESCRIPTION TIME TO COMPLETE
Lecture Discussion Understanding Scheduling and Sequencing 30 Minutes
Module 7, Activity 1:
Assessment 30 Minutes
Employee Scheduling
Lecture Discussion Scheduling Applications and Approaches 30 Minutes
Lecture Discussion Sequencing 30 Minutes
Assessment Module 7, Assessment 1:
30 Minutes
Appointment & Scheduling
Lecture Discussion Understanding Quality 30 Minutes
Lecture Discussion The GAP Model 30 Minutes
Module 7, Activity 2:
Assessment 30 Minutes
Cause-and-Effect
Lecture Discussion The Seven Quality Control (QC) of Tools 30 Minutes
Assessment Module 7, Assessment 2:
30 Minutes
Seven QC Tools
Assessment Module 7, Case Analysis:
1 Hour
Sunshine Enterprises Case Study
Deadline for Module 7 Output is on __________ 2020, at strictly 5:00 in the afternoon.

LECTURE DISCUSSIONS
7.1 UNDERSTANDING SCHEDULING AND SEQUENCING
This chapter addresses key issues and methods for scheduling and sequencing in manufacturing and
service organizations.
CONCEPT DESCRIPTION EXAMPLES
It refers to the • Fast-food chains, restaurants, hospitals, call centers need to
assignment of start schedule employees for work shifts
and completion • Doctors, dentists, and stockbrokers need to schedule
times to particular patients and customers
jobs, people, or • Airlines must schedule crews and flight attendants
Scheduling equipment. • Sports organizations must schedule teams and officials
• Court systems must schedule hearings and trials
• Factory managers need to schedule jobs on machines and
preventive maintenance work.
• Salespersons need to schedule customer deliveries and
visits to potential customers.
It refers to • Triage nurses must decide on the order in which emergency
determining the patients are treated
Sequencing
order in which jobs • Housekeepers in hotels must sequence the order of rooms to
clean

2020-2021 Module Packets for BA 311 (Operations Management) | College of Commerce | University of San
Agustin, Iloilo City, 5000, Philippines
 COLLEGE OF COMMERCE
DEPARTMENT OF BUSINESS ADMINISTRATION AND ENTREPRENEURSHIP

CONCEPT DESCRIPTION EXAMPLES

or tasks are • Operations managers who run an automobile assembly line
processed. must determine the sequence by which models are produced
• Airport managers must sequence outgoing flights on runways.
• The sequence will ultimately determine how well the resource
is used to achieve some objective, such as meeting demand,
or customer due dates.

Scheduling and sequencing are some of the more common activities that operations managers perform
every day in the business.

Scheduling and sequencing are fundamental to all three levels of aggregation and disaggregation planning.
Level 3 decisions require detailed resource scheduling (trucks, labor, equipment, computers, and jobs),
sequencing, and day-to-day execution.

7.2 SCHEDULING APPLICATIONS AND APPROACHES

• The complexity of many business situations dictates that effective scheduling systems be
computerized.
• Scheduling and information exchange are at the heart of managing an efficient and responsive value
chain because the network of processes needs to be synchronized.
• Computer-generated schedules and the sharing of production, purchasing, inventory, delivery, and
customer information among suppliers and buyers in the value chain enable faster service at lower
cost.

Staff Scheduling
Staff scheduling attempts to match available
personnel with the needs of the organization
by:
1. Accurately forecasting demand and
translating it into the quantity and timing
of work to be done
2. Determining the staffing required to
perform the work by time period
3. Determining the personnel available and
the full- and part-time mix
4. Matching capacity to demand Image Source: 1https://sgtschedule.com/Staff-Scheduling.php
requirements and developing a work
schedule that maximizes service and minimizes costs

2020-2021 Module Packets for BA 311 (Operations Management) | College of Commerce | University of San
Agustin, Iloilo City, 5000, Philippines
 COLLEGE OF COMMERCE
DEPARTMENT OF BUSINESS ADMINISTRATION AND ENTREPRENEURSHIP

Managers are often in charge of employees’ schedules at work. There are multiple types of work schedules
available, with different organizations and their employees benefiting from the variety of options. It is
important to consider the needs of the business and develop a work schedule that will work for your
business.

Work Schedules, defined

Work schedules refer to the specified days and times that an employee is expected to complete the tasks
of their employment position. The schedule that an employee works can impact their work responsibilities,
payment, work benefits and federal and state law requirements.

Tips for Creating Different Types of Work Schedules

While reducing employee labor can cut costs, it is important to always have a back-
Always have a
up in case an employee calls off.
back-up

It can take time to recruit, interview, hire and train new employees. Keeping
Keep
applications of qualified candidates or a list of available freelancers can help you
applications on
cover work until you fill open positions.
hand

Failing to schedule enough employees to cover a shift or over-staffing and cutting

Make
someone’s hours at the last minute can affect employee morale. Test out different
adjustments as
schedules and make adjustments, as needed
needed

Be aware of Many businesses go through seasonal changes. Be ready to adjust the type of work
seasonal schedule to accommodate these busy times.
changes

Types of Work Schedules for Employees

Full-time includes a work schedule that is between 37 and 40 hours each week. It is
important to note that many state laws require that full-time employees receive employee
Full-time benefits. Generally, full-time employees work for the same days or hours each week.
Some full-time employees might be paid on an hourly basis, while others receive a
salary.
Part-time work is a work schedule of 36 hours or less each week. Part-time employees
Part-time will often work different days and hours each week on a schedule that meets the needs
of the business.
Flexible schedules fluctuate weekly. The employee and the business usually determine
the schedule, considering the days and hours that work around the employees’ schedule
Flexible
while also maintaining proper staffing for the business. Employees might work certain
hours in the office and complete the rest of their work at home or remotely elsewhere.
Shift work often refers to non-traditional work hours. Shift employees will complete the
Shift
same work tasks but on a rotating schedule. Rotating shift employees might work a

2020-2021 Module Packets for BA 311 (Operations Management) | College of Commerce | University of San
Agustin, Iloilo City, 5000, Philippines
 COLLEGE OF COMMERCE
DEPARTMENT OF BUSINESS ADMINISTRATION AND ENTREPRENEURSHIP

morning shift one day and an afternoon shift another day. Late-night or overnight shifts
are also often available with a rotating schedule and are a good alternative for employees
with other traditional employment or families to take care of.
With a fixed work schedule, the employer expects the employee to work certain days
Fixed work
and hours each week. A fixed work schedule might include part-time or full-time hours.
Seasonal work includes the employment of employees for a specific season. For
example, retail stores might bring on additional customer associates during the holidays.
Seasonal
An organization that focuses on landscaping might only offer employment during the
warmer months.
Freelance work is a type of work agreement in which a contractor completes work tasks
but is not considered an official employee of the business. They are often paid at the
Freelance
completion of a project rather than for the number of hours they work. Freelance workers
can work on a schedule that meets their needs but do not qualify for work benefits.
A split schedule requires an employee to work a few hours, clock-out and then return to
work later. This type of schedule might be used in a business with multiple customer
Split
demands throughout the day. For example, a waitress might work the first shift for the
breakfast rush, clock-out and then return to work the busy lunch rush a few hours later.
With a compressed work schedule, the employee works a set number of hours over
Compressed fewer days. For example, a full-time, compressed employee might work four 10-hour
days rather than five eight-hour days.
On-call employees work a shift in which their employer expects them to be available, but
On-call
they do not go to work until they are needed and called in.

7.3 SEQUENCING
Job sequencing pertains to the determination of priority for processing jobs. The process addresses
potential scheduling issues within production that may lead to a lack of efficiency. Examples of this would
include assigning various jobs within the operation and a lack of completing them.

The main concern within a manufacturing operation is efficiency and job time flow, which is why
understanding the rules of job sequencing can aid in ensuring that jobs and orders are being completed
within the timeframe they are given. Without further adieu, here are the rules within job sequencing.

2020-2021 Module Packets for BA 311 (Operations Management) | College of Commerce | University of San
Agustin, Iloilo City, 5000, Philippines
 COLLEGE OF COMMERCE
DEPARTMENT OF BUSINESS ADMINISTRATION AND ENTREPRENEURSHIP

Job Sequencing Rules

Within some organizations, they sequence jobs based off their earliest due date. This is
at times referred to as due date assignment, and it places high priority on processing jobs
Earliest
with early due dates. You can measure job shop quality performance through the number
Due Date
of late jobs, average tardiness across late jobs, and average tardiness among all jobs.

Another common method of job sequencing based on completion time is shortest

processing time. Shortest processing time assigns jobs with the shortest processing times
Shortest
first. Similar to the longest processing time scheduling method, shortest processing time
Processing
requires a time estimation for each job. Shortest processing time can effectively reduce
Time
average flow time for jobs.

The longest processing time method assigns highest priority jobs with the longest
Longest processing time. When scheduling longer jobs first, schedulers can reduce a large amount
Processing of much more time-consuming jobs at the end of the job schedule. This form of job
Time sequencing is extremely beneficial to manufacturers.

A large sum of shops utilizes the first-come, first-served job sequencing method. This
method processes orders in the order of arrival at their production facility. Arrival time is a
First-
key component and factor within the job sequencing rule, which is what separates it from
Come,
other methods such as longest processing time and shortest processing time. No
First Serve
estimation time is required for first come, first serve job scheduling.

7.4 UNDERSTANDING QUALITY

Quality management refers to systematic policies,
methods, and procedures used to ensure that
goods and services are produced with
appropriate levels of quality to meet the needs of
customers.

Quality management deals with key issues

relating to how goods and services are designed,
created, and delivered to meet customer
expectations.

Image Source: https://www.score.org/blog/how-establish-quality-control-processes

2020-2021 Module Packets for BA 311 (Operations Management) | College of Commerce | University of San
Agustin, Iloilo City, 5000, Philippines
 COLLEGE OF COMMERCE
DEPARTMENT OF BUSINESS ADMINISTRATION AND ENTREPRENEURSHIP

Quality means different things to different people:

• Perfection
• Consistency
• Speed of delivery
• Compliance with policies and procedures
• Providing a good usable product
• Doing it right the first time
• Delighting or pleasing customers
Image Source: 2https://insidesmallbusiness.com.au/planning-
• Total customer service and satisfaction management/hospitality-employees-short-changed-10700

• Fitness for use is the ability of a good or service to meet customer needs.
• Quality of conformance is the extent to which a process is able to deliver output that confirms to
design specifications.
• Specifications are targets and tolerances determined by designers of goods and services.
• Service Quality is consistently meeting or exceeding customer expectations (external focus) and
service delivery system performance criteria (internal focus) during all service encounters.
o Consistent delivery of a clearly defined customer benefit package and associated process
and service encounters defined by internal and external standards of performance.

Five Dimensions of Service Quality

Tangibles What the customer sees, such as physical facilities, equipment, and the appearance
of service employees.
Reliability The ability to provide what was promised, dependably and accurately.
Responsiveness The willingness to help customers and provide prompt service.
Assurance The knowledge and courtesy of service providers and their ability to convey trust
and confidence.
Empathy Caring, individual attention the firm provides its customers.

Principles of Total Quality

1. A focus on customers and stakeholders,
2. A process focus supported by continuous improvement and learning, and
3. Participation and teamwork by everyone in the organization.

7.5 THE GAP MODEL

People view quality by comparing features and characteristics of goods and services to a set of
expectations. The GAP model recognizes that there are several ways to mismanage the creation and
delivery of high levels of quality.

2020-2021 Module Packets for BA 311 (Operations Management) | College of Commerce | University of San
Agustin, Iloilo City, 5000, Philippines
 COLLEGE OF COMMERCE
DEPARTMENT OF BUSINESS ADMINISTRATION AND ENTREPRENEURSHIP

Image Source: Paraguraman, A., V.A. Zeithami, and L.L. Berry. “A Conceptual Model of Service Quality and its Implications for Future Research,” Journal of Marketing,
(Fall 1985), pp. 41-50. Reprinted with permission from the American Marketing Association.

• Gap 1 is the discrepancy between customer expectations and management perceptions of those
expectations.
• Gap 2 is the discrepancy between management perceptions of what features constitute a target level
of quality and the task of translating these perceptions into executable specifications.
• Gap 3 is the discrepancy between quality specifications documented in operating and training manuals
and plans and their implementation.
• Gap 4 is the discrepancy between actual manufacturing and service delivery system performance and
external communications to the customers.
• Gap 5 is the difference between the customer's expectations and perceptions.

2020-2021 Module Packets for BA 311 (Operations Management) | College of Commerce | University of San
Agustin, Iloilo City, 5000, Philippines
 COLLEGE OF COMMERCE
DEPARTMENT OF BUSINESS ADMINISTRATION AND ENTREPRENEURSHIP

7.6 THE SEVEN QUALITY CONTROL (QC) TOOLS

Quality control (QC) is a process through which a business seeks to ensure that product quality is
maintained or improved. Quality control requires the business to create an environment in which both
management and employees strive for perfection. This is done by training personnel,
creating benchmarks for product quality and testing products to check for statistically significant variations
(Hayes, 2019).

Process mapping to identify the sequence of activities or flow of

Flowcharts
materials/ information in a process.
Run Charts and Control A run chart is a line graph with data plotted over time; control charts
Charts include control limits.
Check sheets Simple tools for data collection, ensure completeness.
Histograms Graphically represent frequency of values within a specified group.
Separate the vital few from the trivial many causes; provide direction
Pareto Diagrams
for selecting projects for improvement.
Cause-and-Effect Diagrams Represent chain of relationships; often called a fishbone diagram.
Scatter Diagrams Graphical component of regression analysis.

The Structure of Control Charts

2020-2021 Module Packets for BA 311 (Operations Management) | College of Commerce | University of San
Agustin, Iloilo City, 5000, Philippines
 COLLEGE OF COMMERCE
DEPARTMENT OF BUSINESS ADMINISTRATION AND ENTREPRENEURSHIP

Pareto Diagram of Defective Items Defective Item Check sheet

Cost of Quality Excel Template Cause-and-Effect Diagram for Hospital Emergency

Root-Cause Analysis
The root cause is a term used to designate the source of a problem.

5-Why Technique
This approach forces one to redefine a problem statement as a chain of causes and effects to identify the
source of the symptoms by asking why, ideally five times.

2020-2021 Module Packets for BA 311 (Operations Management) | College of Commerce | University of San
Agustin, Iloilo City, 5000, Philippines
 COLLEGE OF COMMERCE
DEPARTMENT OF BUSINESS ADMINISTRATION AND ENTREPRENEURSHIP

SCORING RUBRIC

Name of Student:
Year and Section:

LEVELS OF ASSESSMENT
BELOW MEETS EXCEEDS EXEMPLARY
STANDARD STANDARD STANDARD SCORE
2 PTS. 3 PTS. 4 PTS. 5 PTS.
Writing lacks Writing is Writing is coherent Writing shows
logical coherent and and logically high degree of
organization. It logically organized with attention to logic
shows some organized. Some transitions used and reasoning of
coherence but points remain between ideas and points. Unity
ORGANIZATION ideas lack unity. misplaced and paragraphs to clearly leads the
Serious errors. stray from the create coherence. reader to the
topic. Transitions Overall unity of conclusion and
evident but not ideas is present. stirs thought
used throughout regarding the
essay. topic.
Shows some Content Content indicates Content indicates
thinking and indicates thinking original thinking synthesis of
reasoning but and reasoning and develops ideas, in-depth
LEVEL OF most ideas are applied with ideas with analysis and
CONTENT underdeveloped original thought sufficient and firm evidences original
and unoriginal. on a few ideas. evidence. thought and
support for the
topic.
Main points lack Main points are Main points well Main points well
detailed present with developed with developed with
development. limited detail and quality supporting high quality and
DEVELOPMENT Ideas are vague development. details and quantity support.
with little Some critical quantity. Critical Reveals high
evidence of thinking is thinking is weaved degree of critical
critical thinking. present. into points thinking.
Spelling, Most spelling, Essay has few Essay is free of
punctuation, and punctuation, and spelling, distracting
grammatical grammar correct punctuation, and spelling,
errors create allowing reader grammatical errors punctuation, and
distraction, to progress allowing reader to grammatical
GRAMMAR AND making reading though essay. follow ideas errors; absent of
MECHANICS difficult; Some errors clearly. Very few fragments,
fragments, remain. fragments or run- comma splices,
comma splices, ons. and run-ons.
run-ons evident.
Errors are
frequent.

2020-2021 Module Packets for BA 311 (Operations Management) | College of Commerce | University of San
Agustin, Iloilo City, 5000, Philippines
 COLLEGE OF COMMERCE
DEPARTMENT OF BUSINESS ADMINISTRATION AND ENTREPRENEURSHIP

Mostly in Approaches Attains college Shows

elementary form college level level style; tone is outstanding style
with little or no usage of some appropriate and going beyond
variety in variety in rhetorical devices usual college
sentence sentence used to enhance level; rhetorical
STYLE structure, diction, patterns, diction, content; sentence devices and tone
rhetorical devices and rhetorical variety used used effectively;
or emphasis devices. effectively. creative use of
sentence
structure and
coordination
Fails to follow Meets format Meets format and Meets all formal
format and and assignment assignment and assignment
assignment requirements; requirements; requirements and
requirements; generally correct margins, spacing, evidences
incorrect margins, margins, and indentations attention to detail;
spacing and spacing, and are correct; essay all margins,
indentation; indentations; is neat and spacing and
FORMAT
neatness of essay is neat but correctly indentations are
essay needs may have some assembled. correct; essay is
attention. assembly errors. neat and correctly
assembled with
professional look.

TOTAL SCORE

30

Checked by:

LEIGH LAWRENCE RAY D. IKALINA

BA 311 Instructor

2020-2021 Module Packets for BA 311 (Operations Management) | College of Commerce | University of San
Agustin, Iloilo City, 5000, Philippines
 COLLEGE OF COMMERCE
DEPARTMENT OF BUSINESS ADMINISTRATION AND ENTREPRENEURSHIP

ADDITIONAL READINGS

Anonymous. (n.d). Types of Work Schedules for Employees: A Manager’s Guide. Retrieved from:
https://www.indeed.com/hire/c/info/types-of-work-schedules

Chadwick, D. (2018). Restaurant capacity management: what you should know. Retrieved from:
https://www.qsrautomations.com/blog/kitchen-automation/restaurant-capacity-management/

Full-scale. (2018). Offshore Outsourcing in the Philippines. Retrieved from: https://fullscale.io/successful-

offshore-outsourcing-companies-in-the-philippines/

Hayes, A. (2019). Quality Control. Retrieved from: https://www.investopedia.com/terms/q/quality-

control.asp#:~:text=Quality%20control%20(QC)%20is%20a,and%20employees%20strive%20for%
20perfection.

Inmane, R.A. (nd.) Aggregate Planning. Retrieved from:

https://www.referenceforbusiness.com/management/A-Bud/Aggregate-
Planning.html#ixzz6RnEyIdzr

NAPS International. (2016). What are Outsourcing and Offshoring? Retrieved from:
https://napsintl.com/mexico-manufacturing-news/what-are-outsourcing-and-offshoring/

Planet Together. (2019). Rules of Job Sequencing in Production. Retrieved from:

https://www.planettogether.com/blog/rules-of-job-sequencing-in-production.

Surbhi, S. (2015). Difference of goods and services. Retrieved from: https://keydifferences.com/difference-

between-goods-and
services.html#:~:text=Goods%20are%20the%20material%20items%20that%20the%20customers%
20are%20ready,whereas%20services%20are%20intangible%20items.

2020-2021 Module Packets for BA 311 (Operations Management) | College of Commerce | University of San
Agustin, Iloilo City, 5000, Philippines