ASSIGNMENT PRINCIPLE OF OPERATION

MANAGEMENT

GROUP MEMBER:
1. NORAMERA BINTI AZMAN SD21046
2. NUR ADLINA ADILAH BINTI AZIMAN SD21003
3. NURUL HAZLIN BINTI MOHD RADZUAN SD21017
4. CHE KU ANIS NAJIHAH BINTI CHE KU JOHAN SD21025
5. NUR SYAZREEN BINTI ISMAIL SD21050

COURSE : PRINCIPLES OF OPERATION MANAGEMENT

COURSE CODE : BPQ1223
LECTURER : DR. MUZAMIL AHMED ZAINUL ABIDEEN
SESSION/SEMESTER : SESSION 2021/2022 SEMESTER II
 TABLE OF CONTENTS

INTRODUCTION………………………………………………………………………………

OPERATION MANAGEMENT TECHNIQUE………………………………………………

I. Planning
II. Controlling
III. Project Schedule
IV. Welfare
V. Motivation

CONCLUSION………………………………………………………………………………….
INTRODUCTION

J&T WORKER STRIKE ON OVERLOAD WORK

The world is shaken by news of Covid 19 disease that has hit one world causing many
limited movements due to the fearfulness. Therefore, there are various facilities and
services provided to facilitate the daily movement of a person. Among the facilities
provided are goods management services used by consumers in purchasing daily supplies
online. Among the companies that provide the largest delivery service in Malaysia is
J&T that have been used by society. J&T has been the focus of many discussions as it
has channeled tremendous ease towards consumers.

J&T is an Indonesian logistics company that was founded in 2015 by Jet Lee and
Tony Chen where this company generally engaged with logistics and package delivery
within city, intercity, inter-provincial and also e-commerce customers . This company has
received Indonesian Top Brand Award in 2018 and 2019. Since 2017, J&T has
expanded to Malaysia and Vietnam, and also countries around Indonesia in the next few
years. In general J&T has been rapidly increasing in the logistics business since its
founding and has become the fourth largest delivery company. J&T Express always
improves their services by using new technologies like AI systems for controlling the
shipping of goods and also social media such as Facebook, WeChat, Twitter, Instagram,
Line and YouTube for connecting with customers and always uploading new information
there.
 Operation is meaning by the actions and decision making by the participants also
affected by the member business the production, distribution, service, management, etc
needed in the company to require the use of resources and assets. According to
MyAccountingCourse.com (2018), operations are the business activities that a firm
engages in to convert materials into finished products or services, sell them to
customers and earn a profit. Operation management is something like a soft skill to use
in the organization process to improve the profit for the organization. So operation
management is important for an organization because its major overall activities often
include product creation, development, production and also distribution.The process
makes the operation in organization more efficient and effective. Operation
Management by Terry Hill Drgives a very comprehensive coverage of every aspect
in operations management, from principles and standards to techniques and modern
approaches to managing all components in operations: people, services delivery,
supply chain, manufacturing, inventory, marketing, and many more. This book gives an
excellent overview of the exciting and complex field of operations management.

J&T speciality operation is their service competencies which means the company has
faster delivery service compared to other courier companies. So, it is necessary for them to
keep their customers, they have to increase the customer satisfaction. J&T is now
experiencing a human resources problem in which their workers have been on strike
resulting from increased work and bonuses. They go on strike by throwing things that have
been bought by their customers. This has become contagious and is a hot topic of talk
among the community and its users. Many in the community also expressed their anger
and dissatisfaction at the actions of the J&T who threw the goods purchased by them.
They also think that the employees need to be more professional and solve the problem
with the company management. Above all, the growing customer dissatisfaction with the
services rendered by the company is one of the major issues to be sorted out. The weak
operations management in J&T is one of the reasons for the company's ill-advised policies,
in its all-out drive to optimize profits.
This is a viral video on Tiktok, where the workers of J&T Ekspress throw customer parcel
because some inner problem with their company management.

The picture above shows the issues happen in J&T Ekspress

OPERATION MANAGEMENT TECHNIQUE
Planning is a very important thing that every company needs to do in the first
place because without better planning our organization or operation might not
perform well. Planning could help our company to know how best to use our resources
like people, time, money and equipment. With better planning, J&T could avoid problems
like they faced right now in the future.
Firstly, the production team leader could set a target for how many parcels should
be post out or delivered to our customer in a month. It could uplift them to achieve the
target every month. Just by setting a target might not be enough, we could give them a
bonus like commission when they achieve the target. As a start we could set a low target
first then increase it after they achieve the target by next month. By this planning, there
will be no issues about workers striking and throwing customer parcels. Whenever we
have any public holiday, we can prepare a shift schedule for the production team so they
won’t be the only one working that day but instead they take turns according to the
schedule itself.
For the management team, they must know how to arrange each team so it won’t
have any problem in the future. For example, put an experienced or professional worker
as a leader so they could guide their team members without any problem. They could be
assessed by considering their experience in that position or by their qualification. An
experienced worker has encountered many situations before so they might have a better
solution to overcome that situation if they encounter the same situation in the future. Other
than that, if one worker didn't have any skills they can use in their work, the management
team could arrange them in a skills workshop.
Delivering parcels to customers is the most crucial part when it comes to courier
companies. Delivering customer parcels successfully without any damage and delivered on
time is a dream for any courier company. But how? What step must they follow to achieve
that dream?. First, a company must hire a programmer in order to create one system
where the driver would know the most efficient routes in seconds. It can help the delivery
time whether meet or surpass the dates and times. There are around 89% of consumers
ditching a brand just because of poor customer service experience. Besides, they also need
to make sure that they provide a suitable protector for customer parcels like cushion
packaging for breakable goods or tall dividers for flower deliveries.
Some companies might think planning is only trivial things that's not important but
in order to get a title as a successful courier company they must have better business
planning. It’s very easy to create a business plan in a short term or long term period. We
just need to have a better understanding of our business scope so we could avoid making a
big mistake that would cause a big loss. As we know, now there are many courier
companies which create a great competition, that’s why we need a stable and great
business plan.

Shows a business with a planning has a better percentage of certain factors as shown
below.

Controlling is one of the techniques that we can provide to solve the issue that
the company faces with its employees. Controlling is the process of ensuring that the
activities in an organization are performed as per the plans. Controlling also ensures
that an organization’s resources are being used effectively and efficiently for the
achievement of predetermined goals. The company needs to focus on the affairs of
caring for goods or regulating the way in which the company ensures that it is in optimal
condition. When the condition of the company is at an optimal stage, the amount of profit
can be doubled, and even the welfare of employees can be given priority. To produce an
optimum company, one of the conditions is to control all the processes that take place
within the company. Among the measures that need to be controlled in ensuring that the
employee's condition is in good condition is to ensure that the cost of payment to the
employee is buffered with the amount of work done. That's because we know that J&T is
the largest delivery company and has a lot of followers. In such a situation, the goods
delivered will increase and require more energy.
 Employee quality should always be emphasized in the recruitment of new
employees. Among the characteristics that need to be emphasized is an employee who is
responsible and always strives to develop an interest in being more successful. At the same
time, the company needs to use full force to ensure that employees can make full use of
their energy and energy efficiently ensure that the products are in good condition. For
example, by placing employees according to their capabilities as well as placing
employees in charge of performing heavy work. However, in ensuring the company's
success, it is always necessary for the company to change its plans over time. The change
occurred due to changes in consumer demand as well as increased online convenience. At
the same time, the company must control the in and out of the goods to ensure that the
delivery process is carried out in an orderly and calm manner. This is to keep employees in
an optimal state.
Control is one of the techniques that we will use to prevent that issue because
when we begin to control the activities in the company, of course, the flow of
production and the services provided are in good condition. When the company is in
perfect condition, inadvertently, the cloud produces organized employees, and there is no
misunderstanding between the employee and the employer. Above all, such a caddie will
produce an employee who is loyal to the employer and does not cause any problems.
Next, the method we should use in J&T operation is to make a schedule
of the project. What is the purpose of project scheduling? The purpose is to show the
relationship between the activity and to the whole project so it will run smoothly while
operation happens. Then, it is easy to identify the precedence relationships among
activities, encouraging the settings of realistic time and cost estimates for each activity.
Furthermore, it helps to make better use of people, money and material resources by
identifying critical bottlenecks in the project. So, what technique is involved in the
project scheduling? It will ensure that all activities are planned for, their order of
performance is accounted for, recorded the activity time estimates and developed the
overall project time. The project management techniques are divided into 3, Gantt Chart,
Critical Path Method (CPM) and Program Evaluation and Review Technique (PERT).
 Project schedule we can start with people, how J&T can manage their time in
a good way. The company can adjust time to men and women, such that they can separate
between two genders for their own benefit. For example, they can adjust the time for
women to only work at noon and not until midnight because their safety is a company
priority. Furthermore, for men we should consider not making them work overtime and
give some rest like 1 or 2 hours to gain their energy back. The workers feel pleased to go
to work without feeling too exhausted for work and the parcel will be in a perfect
condition if we take good care of the worker. Next, the company should include the
reminder text for the customer to make sure the customer knows their parcel is on the way
or delivered for today. Therefore, it will give a positive review from the customer because
they become more alert of their belongings.
In addition, the worker must record attendance by their punch card so the
company can analyze and recognize the worker who is secretly skipping the job
without reason. Plus, the organization of the company must come down to the field to
make sure every worker does their work and listens if they have any problem to handle. It
does not take so much time to do so because every problem that the worker faces should
be involved with the organization. Therefore, the organization can run smoothly in every
aspect without any issues.

Every employee deserves to get a good treat from their bosses and companies.
So, in order to show appreciation to the employees' hard work and diligence in their
working, the company should take care and pay attention to their welfare. Thus, any
company is supposed to create another department, a special department that is assigned to
take care of all the employees welfare. What is employee welfare? Employee welfare is
covering or entails everything from services, facilities and benefits that are provided
or done by an employer for the advantage and comfort of an employee. Why is this
technique very important? This is because, based on the problem that happened in J&T
company, their employees went on strike due to the increasing workload but did not
receive any bonus for the extra work. This problem has affected the company reputation
and slowly losing the trust from the customers. To be honest, if the employees welfare has
been taken care of, by hearing their problems and complaints, all of this stuff will not
happen. Besides, welfare is important because it will increase productivity in the company.
Based on the article from Dave Developer, many companies have confirmed that satisfied
employees show a greater interest in their work and focus more on what they do. They are
employees who are proud to belong to their company and become more productive.
Therefore, referring to the problem faced by the J&T employees and the
company itself, there are some common staff welfare activities that can be done by the
company, for example, offering desirable pay and benefits, fostering employee’s wellness
and providing assistance to worker’s families. But, the best solution for this problem by
caring for their welfare is by offering desirable pay and benefits and providing assistance
to workers' families. Everyone had their hardest part of life during this COVID-19
pandemic since everyone had been ordering to stay at home. So, this situation forced them
to buy everything online and as much gave the extra work to e-hailing workers like J&T
workers. Thus, obviously that is reasonable for the company to offer them desirable pay
and benefits throughout this pandemic. In addition, in this 21st Century, every woman
is open minded and they started to focus on their life and have their own career.
Same goes to the J&T company, they also have female workers that work for them. Some
of them might be single, some of them might have been married and having children and
there is also a couple, husband and wife working together with J&T company to find extra
income for their family during the pandemic. So, when the couple went out for work, their
children definitely got no one to take care of and in this situation, the employee welfare
provided by the company should take action providing assistance to worker’s families like
providing a childcare home for their employees' children. In the end, they can focus on
their work without need to worry about their children.
This is a good technique which is providing welfare to the employees that can be
approached and practiced by the J&T company to avoid the same issue happening again.
Even though employee welfare will raise the company’s expenses, if it is done or managed
correctly, it will bring many benefits to both employer and employees and become a
win-win situation. This is because, with employee welfare, the employees will feel more
appreciated, thus, leading them to be more fulfilled, satisfied and more productive. This
will not only affect the productivity, thus, the customer satisfaction and company profit
respectively. In the end, happy employees bring to higher productivity tends to satisfy
customers and lastly profitability for the company.
The usually perceived reason of any worker, couriers included staying motivated
is money. Money is the first thing that comes to mind and we all work for money so of
course; a courier should stay motivated as long as the opportunity to earn more money is
possible. If someone is not earning as much as they feel they deserve then it can be easy to
become demotivated by it. It is the responsibility of the manager to provide the scope
for progression, and this goes for any job. This is why a goal should be to work for a
reputable company. Here are some ways to motivate the J&T employees.

Firstly, Give them a reward as motivation. For example, a happy environment.

Employees like working under a proper environment and like the work they do, will aim to
take the responsibility in order to satisfy their social, esteem, self-actualization needs. The
atmosphere of the company should be positive and fun. Some J&T organization's
employees usually celebrate outstanding achievements, and other company’s employees
organize different volleyball or football competitions. Reason chose to give a reward as
motivation to employees is because it will tend to create a great bonding between
manager and J&T employees and an enjoyable workplace for employees.
Secondly, communicate and talk with all employees. Everyone communicates at
work and it is probably the easiest thing you can do with your employee. Spend a short
period of time each day to have a word with your employees and discuss things from
concerns to ideas. This will not only make your employees happy, but it will also provide
you with much-needed insight into your business from your employees. Try to ask your
employees what they’d like. Would your employees prefer a company-organized
games night or extra time off? Would they prefer salary by month or by week? What
are their hobbies and interests? Reason chose to communicate with employees is
because instead of guessing how to motivate your team, actually sit down with them and
find out what they value. Doing the unexpected might be the best thing you can do for
your employees, and your company. Quality motivation and behavioral modification
techniques are some of the methods which can be used by the operations manager to
encourage the company employees for better services rendered to the customer
(Mahadevan B, 2007).
CONCLUSION
In the nutshell, J&T service has become the top courier company in Malaysia due
to its fast and good delivery service to the customers. Their service is much cheaper
compared to the other delivery service companies such as POSLAJU, Ninja Van, DHL and
others. Even though their service is much better to the customers, however, their
employees have been treated unfairly. So, in order to raise their profit and maintain their
reputation, they should take action as soon as possible before the issues become bigger and
worse and finally be dragged to the global issues.

The figure shows the different between J&T Ekspress and others logistics provider
The graph shows the monthly shipment volume by J&T Express