PRODUCTION AND OPERATIONS MANAGEMENT

QUESTION ONE
How Tuskys supermarket uses Poka-yoke procedures to enhance customer experience and
at the same time manage stock and cash handling process.
Poka-yoke can be defined as a technique of avoiding human error at workplace. It is a lean
manufacturing tool that refers to “mistake-proofing” or “error-proofing” a process. Customer
experience management on the other hand refers to the practice of designing and reacting to
customer interactions to meet or exceed customer expectations and, thus, increase customer
satisfaction, loyalty and advocacy.
The following are ways that supermarket applies Poka-yoke procedures to enhance customer
experience and at the same time manage stock and cash handling process;
Through facilitating smaller tasks
Little details matter. They tend to be most problematic part of working in the service industry
such as Tuskys supermarket. They lead to the biggest and most commonly repeated mistakes
among professionals. Tuskys operations managers ensures that the need for human interaction in
performing tasks such as cashiering or serving people in the supermarket is reduced to absolute
minimum.
For instance, it is not rare to make small mistakes in counting change or preparing it for the
customer when servicing people as a cashier or server. In Tuskys supermarket, the operations
managers have implemented a system that automates this.
Also, the restaurants in the same supermarket have adopted digital systems for their waiters for
this exact reason. Through ticking off everything on a touchscreen and reading the list from a
similar device at the kitchen, the likelihood of getting an order wrong is eliminated.
Visual management systems in Tuskys supermarket.
The visual management systems enable the supermarket workers to be well informed about
production procedures, status and other important information for them to do their jobs as
effectively as possible. For example, the government COVID-19 guidelines such as social
distancing, wearing of face masks or washing hands are adhered to in the supermarket.
These are in visual controls and visual displays. In addition, modern technology can be helpful in
this part of task. For example, the employees are supplied with devices to keep each other in
touch with regards to their current task and plans, and to be able to signal everyone in case
something goes wrong.
Supermarket inventory is tightly controlled
The supplying operations in Tuskys controls the supermarket and its inventory. For example,
when a customer pulls out a product from the shelves, the missing items are refilled. This
technique inventory control is intended to provide product to the customer with the shortest
possible lead times. Inventory and lead times are reduced.
Products and services designed in the supermarket.
Poka-yoke techniques enables the operations managers to time and resources by getting work
done correctly the first time, better-quality products and services, and increased confidence in
your brand and products. For example, all the products in the supermarkets are branded and
given price tags. This enables the customers to have an easy time when navigating through the
products when shopping.
Therefore, this procedure is a very effective tool in any industry. For supermarkets, it helps the
operations make sure that mistakes are kept to a minimal level among your workers. It not
only make everyone’s jobs easier and lighter, but it can also work very well in improving the
impressions of your customers, and making them see your service in the best light possible

QUESTION TWO
Production process can be classified under;
i. Degree of standardization of outputs
ii. The type of operation
iii. Whether the system involves mainly products, many services or some combination of
both.

The following explanations are ways through which the aforementioned can be applied to
enhance management of operations in a hospital.

How degree of standardization of outputs is applied to enhance management of their

operations
Operations management is the process of effectively plans, organizes, coordinates and controls
resources that are produced for goods and services. Through operations management, you are
able to manage types of operations such as technology, people, equipment, or information.

Standardization is the process of establishing a set of rules governing how people in a company
or business are supposed to complete a given task. Operations management in healthcare
industries such as hospitals include controlling costs and improving the quality of services
provided to patients. Standardization of outputs in a hospital means customer service. Great
customer service is the outcome of a team of doctors, nurses, surgeons among others with higher
output or service quality and better productivity. The patients are offered high quality service and
goods. Therefore, the degree of standardization of outputs enhances management of their
operations through effective customer service.

How the type of operations is applied to enhance management of their operations.

Operations managers in a hospital has set objective of streamlining costs in order to obtain
funding to maintain adequate levels and quality of services offered. They enhance management
of their operations through costs control.
Most healthcare facilities in Kenya overuse expensive, technological and emergency based
treatment. High costs of hospital facilities and services often remain uncompensated due to
uninsured patients. When the drugs, medicine or treatments are expensive, the health insurance
holders and other health care industries are burdened. Therefore, operations manager should
control costs by weighing between high tech treatments and community health centers that are
convenient and affordable.

Whether the system involves many products, many services or some combination of both.
Goods and services produced are distributed and sold. In hospitals, the drugs and facilities help
serve patients. The operations managers makes sure that there are quality goods and services
produced to meet patient’s demands and expectations.
QUESTION THREE
Poor production and operations management are Nairobi city’s major problems
Kenya is going through deindustrialization where most industries for instance manufacturing
sectors are still under-developed. The following are the ways through which poor production and
operations management;
Poor infrastructure deny Nairobi high tech jobs. For instance, bad transport systems and
disjointed urban developments in Nairobi are denying the city under the sun the ability to severe
global markets and creation of employment. New buildings that don’t boarder each other or
disjointed land developments in Nairobi makes providing the infrastructure that improves
productivity in the city more difficult. In other words, companies and people are far distant from
each other, making it hard to match skills with opportunities.
These disjointed developments blocks companies or businesses that provide similar goods and
services to benefit from locating near each other. Most economies describe this benefit as
agglomeration of economies.
Poor planning
The most common project management operations mistake is poor planning. For example, in
2019, Thiba mega dam caused Kenya millions. Poor planning of this construction project forced
taxpayers to foot an additional cost that runs up to half of the public investment. As a result, it
caused the nation billions of shillings in lost or delayed investment decisions. According to
Deepak Dave of Riverside Capital, Kenya is losing more to mega projects due to land purchase
delays and community mismanagement. “Delayed project completion means slower payments
through the system thus rendering the building up stable including getting local suppliers
difficult”, he added.

Poor management of public investments.

When public investment operations are managed poorly by the managers, it results to a lot of
expenses for the nation. Kenya has been repeatedly termed as a hotspot of investment
opportunities. For example, poor management of health care in Kenya has led to the nation
lacking enough protection gears, PPEs for COVID-19 frontline guards. Lack of enough
government facilities to quarantine corona virus infected victims.
Corruption through poor operations management
Kenyan is one of the under-developed nations in East Africa. This is through bad or poor
leadership in the country. Corruption cases in Kenya are high. Government officials are arrested,
impeached and jailed for squandering huge amount of public funds. For example, former Nairobi
governor Evans Kidero was arrested for money embezzlement.
These leaders mismanage public funds and properties and hence Kenyans end up being poor day
in day out.
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