OPERATIONS MANAGEMENT

CBM 001

Student Name: Montilla, Justine Mae B. Date: November 18, 2022

Course: Yr. and Section: BSTM 2B Subject Teacher: Prof. May Ann

FINALS: ACTIVITY # 1

1) How do you measure quality for the ff:

1.1 product
For me as a student or let say as a customer, I measure the product’s quality by checking it first
what brand it is. Of course, sometimes we prefer a known brand or popular. Upon checking, if it
exceeds in my expectations then that’s the product I looking for. And of course checking the
ingredients is also how I measure the products quality because even I don’t have allergy at anything
but I have a companion and what if she has allergy to the specific ingredient. So we must check the
ingredients too, because allergic reactions can range from mild to severe. However, Product quality is
crucial since it influences a company's performance and contributes to building its reputation in target
markets. The ability of businesses to produce high-quality goods that continue to satisfy client needs
can result in lower production costs, greater investment returns, and higher revenue.
1.2 service
For me, I measure the service quality by using SERVQUAL. It is based on a set of five
dimensions which have been consistently ranked by customers to be most important for service
quality, regardless of service industry. First is Assurance, it is the knowledge and courtesy of
employees and their ability to convey trust and confidence. Second Empathy, the caring,
individualized attention the firm provides its customers. Third Reliability, ability to perform the
promised service dependably and accurately. Fourth Responsiveness, the willingness to help the
customers and provide prompt service. And last, Tangibles it is the appearance of physical facilities,
equipment, personnel, and communication materials more specifically the first thing that caught my
attention. And In order to improve service, they must understand customer satisfaction and customer
expectations.
1.3 operations/ management process
For me, operation/management process is a structured approach to improving the processes
organizations use to get work done, serve their customers and generate business value. So How I
measure it? By observing how well organized they are, how they treat their customers or what kind of
attitude they have while they’re providing the needs of the customers because it’s important to have
a good customer engagement. As a customer, the first thing I observe if the staff are friendly and
know how to get along.
2) How essential does accurate and appropriate quality control in a certain business
operation?
It is very important to have a quality control in a certain business operation because building a
successful company that produces goods that meet or surpass consumers' expectations requires
quality control. Additionally, it serves as the cornerstone of a productive, waste-free company that
maximizes output. It also forms the basis of an efficient business that minimizes waste and operates
at high levels of productivity. More specifically, it help your business avoid situations that cause harm
to customers and lead to expensive liability claims and lawsuits. If your business makes machinery,
quality control standards reduce the mistakes and inconsistencies that could make these machines
unsafe.
3) Cite an example of a business related to the hospitality Industry which follows high quality
management system.
I think the best example I can give of a business related to the hospitality industry which follows a
high quality management is Okada Hotel they are both located in Pasay. First why Okada Hotel? I
haven’t been there yet but I have a relative who has been there and base on their experienced they
said that the ambiance of Okada is so perfect, it was amazing and staffs were really helpful and kind.
And also, Okada Manila is focused on applying bolstered safety protocols throughout the property
and they equipped with protocols to handle emergency situations in the resort to make sure guests
can have a safe, worry-free stay. Medical supplies and cleaning equipment are sufficient and will be
replenished constantly. In addition, This is the largest casino entertainment resort in Manila, OKADA
MANILA provides its guests and visitors from around the globe with a total entertainment package
comprised of a casino floor, one of the world’s largest fountains, luxury hotel accommodations, high-
end commercial facilities, fine dining establishments that serve all of the world’s flavour, a beach and
night club enclosed in a glass dome, and more.
4) What is the value of customer feedback in the business?
Customer feedback is important for business because it will help to discover what consumers think of
their product or service and allows you to learn a lot about your customer, from where they live and
their age to what they like about their experience with your organization and what they don't. And
customer will points out the aspects of your product that need improvement. Sometimes business will
received a negative feedback but through that it help to improve the business performance.
Furthermore, Customer feedback guides improvements of the customer experience and can
empower positive change in any business. Sometimes business will received a negative feedback but
through that it help to improve the business performance.