Course/ Module: OPERATION & QUALITY MANAGEMENT

SEGI Course Code: MGT6544 UCLAN Module Code: MGT 6544

Lecturer name: Dr Kyra Law Student Submission Date: 10 MAR 2023

MASTER OF BUSINESS ADMINISTRATION

ASSESSMENT METHODS

Number of Form of % weighting Size of Assessment/ Category of Learning

Assessments Assessment Duration/ Word count assessment Outcomes
being
assessed

1 Examination 40% 3 hours Written exam 1 to 5

1 Report 60% 2,000 words Coursework 1, 2 & 3

COURSEWORK
Regulations

Students must submit all materials supporting their coursework listed in the deliverable
section.

 Please make sure that you are aware of the rules concerning plagiarism. If you are
unclear about them, please consult your program coordinator/lecturer.

Plagiarism is presenting somebody else’s work as your own. It includes copying

information directly from the Web or books without referencing the material;
submitting joint coursework as an individual effort; copying another student’s
coursework; stealing coursework from another student and submitting it as your
own. Suspected plagiarism will be investigated and if found to have occurred will be
dealt with according to the procedures set down by the SEGi university/ UCLAN.

 Students will have 2 Plagiarism policies in place – double award students the UCLAN
Plagiarism policy will override SEGi Plagiarism Policy. The appended table provides
the summary of the 2 policies.
UCLAN Plagiarism Policy SEGi Plagiarism Policy
Single offence – 0 marks – affected Minor Plagiarism: poor in-text referencing
assessment to be re-submitted and student and few paragraphs being copied – stern
can only secure pass mark warning and or counseling
Repeat offended – 0 marks and no Moderate Plagiarism: copying some
opportunity to re-submit – student can retake paragraphs and results without in-text
courses referencing – awarded next lower grade
Major Plagiarism: Most of the work is copied
and cases of repeat minor and major
plagiarism – Fail and re-take or suspension or

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 dismissal
 The coursework should exhibit formal research skills i.e., with a table of content,
proper citations, references, and appendixes.
 The coursework write up must be able to demonstrate critical analysis and application
of both theory and practical issues to the company that you have selected.
 Student may include additional relevant data/information apart from the proposed
guidelines in conjunction to your research. Additional marks will be awarded for such
attempt.
 All written reports MUST be submitted for similarity checks to Turnitin.
 Extensions
Authorization of the late submission of work requires written permission. Your
lecturer is authorized to give permission for one extension period of between 1 and
10 working days where appropriate evidence of good reason has been accepted and
where submission within this timescale would be reasonable taking into account your
circumstances. Requests for extensions should be made prior to the submission date
as extensions cannot be given retrospectively.

 Late submissions
If you submit work late without authorisation, a universal penalty will be applied in
relation to your work. The appended table summarises the SEGi/UCLAN penalties.

SEGi/UCLAN Penalties
Submission within 5 working date following published deadline – given a pass
(50 marks for the component of assessment)
Submission later than 5 working days – awarded 0 marks for the component
Unauthorized late submission at supplementary will be automatically awarded 0
marks for the component assessment

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Learning Outcomes tested
LO1: Critically evaluate the concepts,
systems and strategies relevant to
operations management
LO2: Synthesize and critically apply
concepts, systems and strategies learned
to solve problems associated with the
design, planning and control of the
production of goods and services
LO3: Apply strategic objectives into
coherent strategic operational decisions
related to operational positioning and
quality policy
LO4: Analyze, evaluate, and develop
strategies for capacity, inventory,
purchasing and supply chain, time-based
management
LO5: Critically assess the role and
rationale behind quality management
systems such as ISO9000, ISO9001, ISO
9004 within an appropriate setting
Assessment Criteria:
Students must demonstrate the ability to:
 To provide a critical understanding of
the concepts, systems and strategies
relevant to operations management with
the ability to analyze and solve
problems associated with the design,
planning and control of the production
of goods and services.
 To enable participants to undertake a
critical appraisal of their organization’s
operations using the system approach,
supply chain, six sigma approach, etc to
understand the ways in which strategic
objectives are translated into decision-
making within the wider operation.
 To promote a critical understanding of
the contribution of quality management
systems such as ISO9000, ISO9001,
ISO9002, etc to the achievement of
organizational effectiveness.
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This assignment is assessed based on Learning Outcome 1, 2 and 3. It requires you to prepare
a BRIEF BUSINESS OPERATION REPORT of a business. The word count required is
2,000 words. You are required to apply the concepts and systems of operation and quality
management in preparing the business report.
Cloud kitchen or “ghost kitchen” refers to a business concept where the kitchen and its
commercial facilities are built to cater to food delivery. This delivery–only model had been
made possible, thanks to advancements in technology, ever-changing consumer habits and
the side effect of the pandemic over the past years. Cloud kitchens are economical, require
less start-up with reduced operational costs.
TASK: Assuming you are an Operation Manager of an independent restaurant operating in
Malaysia. An Independent restaurant refers to a restaurant that is built from the founder’s
business idea, who has the sole authority in the business decisions and is run independently
by them. Due to some financial instability and the rising demand for online food delivery, the
owner of the business is thinking to innovate the current restaurant into a CLOUD
KITCHEN. The owner is already in talks with FoodPanda and GrabFood, which are
expected to function as the delivery partner. Before embarking on the business idea, it is
important for an Operation Manager to assess the new idea in terms of operational processes
for further consideration. Choice of the restaurant is limited casual style dining ONLY.
You are encouraged to conduct an interview with the independent restaurant owner or staff to
understand their business operations. Internet searches are encouraged, and relevant data can
be assumed if necessary.
As such, you are required to prepare a structured report based on the questions below.

Introduction of the Organisation: Detailed description of the chosen company inclusive of

the basic information of business and industry, company vision and mission, the new
proposed size and management team structure, financial overview, etc (100 words)

Part A
Question 1: Cloud Kitchen Concept and Product Offerings.
You are required to assess the current concept of the restaurant, food offerings, menu, and the
uniqueness of food offerings compared to other competitors. Critically appraise the suitability
of the food offerings, menu, the uniqueness of food offerings for a cloud kitchen and how it
differs compared to cloud kitchen competitors and if modification is required (about 200
words).

Question 2: Location and Layout of Service Kitchen.

You are required to assess the current business location, distance to the target market,
suppliers, layout of the restaurant such as service kitchen, storage area and staff area.

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Assuming the current restaurant outlet is fully owned by the owner, critically appraise the
suitability of the location and layout of the service kitchen for the cloud kitchen (about 350
words).

Question 3: Process Strategies

You are required to assess the current process of kitchen servicing which covers from the
moment the order is taken till it gets to the customer. Based on the observation, critically
evaluate and propose a suitable process strategy from the cloud kitchen to the delivery partner
and elaborate them with a flowchart (about 350 words).

Part B
Question 1: Inventory management
You are required to assess the business inventory especially raw material storage system,
sitting inventory, supplier or vendor management, stock taking etc. Based on the observation,
critically evaluate and propose a suitable strategy to be implemented by the cloud kitchen to
minimise the wastage of raw materials (about 350 words).

Question 2: Scheduling & Manpower Management

You are required to access the current kitchen staff count, scheduling of the restaurant during
service hours and fulfilment. Based on the observation, critically evaluate and propose
suitable manpower management and scheduling to be implemented by the cloud kitchen to
manage the fulfilment of orders. Relevant data can be assumed if necessary (about 300
words).

Question 3: Total Quality Management

You are required to assess the quality control of the restaurant such as food quality,
packaging, timeliness, customer service quality, cleanliness, policy and procedures to achieve
quality requirement etc. Based on the observation, critically appraise and propose strategies
that can be used to improve the current quality control management to suit a cloud kitchen
operation. Relevant data can be assumed if necessary (about 350 words).

Word count for Part A & B should be about 2000 words, not including executive
summary, introduction of organisation, tables, figures, references, and appendices. The
due date for this assignment is on Week 7.

END OF ASSIGNMENT QUESTIONS

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ASSIGNMENT GUIDELINES
Executive Summary
An Executive Summary SHOULD be provided (before the Contents page) for this
assignment. It provides a reader with a summary of why the report (coursework/assignment)
was prepared, what it covers, and a summation of the conclusions, and/or recommendations.
It should be about 10% of the assignment length, single line spacing, and is excluded from
formal word counts. It is not an introduction but should function as a self-contained,
removable document for readers who will not read the report anymore. It should contain all
pertinent information including conclusions and recommendations in a concise summary but
should not contain any theory.

Table of Contents and Numbering

All submissions should be submitted with a comprehensive table of contents, with section
numbers, section headings, and page numbers. It should include the List of Tables, a List of
Figures, a List of References, and a List of Appendices; all with page numbers indicated; all
with page numbers indicated. All sections and pages should be fully numbered.

Body of Assignment
This is an academic assignment, so your statements must be justified by relevant academic
theory. At the postgraduate level, you are expected to be able to apply recognized theory to
situations and form opinions. You should be developing analytical and communication skills.
You are expected to use your judgment to analyse problems, and make value judgments as to
whether it is good or bad (or both); use existing academic theory from a range of sources to
justify your position, and argue whether something is valid or not. In the study of
management, there are no right or wrong answers, only lots of opinions; many of which
change over a while.

Referencing
Referencing is NOT just inserting a list of publications at the end of the report
(coursework/assignment), and this is not acceptable. Referencing is NOT just inserting a
citation at the end of each paragraph and is not acceptable. At the postgraduate level, you are
expected to cite at least 10 to 15 different sources of reference material and to make multiple
references to such material. References MUST be cited using the APA system (which is
author/date). Please do not use footnotes, etc. Read your communication skills handbook for
information on how to cite reference materials. References must be listed alphabetically by
the author in a single List of References at the end of each coursework/assignment. Do not
put multiple lists of references at the end of each section or part.

Figures and Tables

There are many instances where diagrams and tables would assist in communicating
information and reducing word length. Figures and tables must be numbered in some logical

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way, so they can be listed on the Contents page, and referred to in the text. A
recommendation is that you call it Figure/Table X.1, X.2 etc., where ‘X’ represents the
section number. Consecutive numbering through the whole document (rather than by section)
can mean lots of renumbering if there are changes. Tables should not run over onto the
following pages. Start them on a new page to avoid this. If they are multi-page tables, then
think about making them into an appendix. Use a smaller font size (10 pt) and single line
spacing to reduce the size of tables.

Appendices
Larger amounts of relevant material (such as sample documents or supporting material)
should be put at the end of the assignment in an Appendix after the List of References.
Smaller charts or summaries could be in the text, but anything over a page becomes a
distraction. Appendices should be numbered sequentially (Appendix 1, Appendix 2, etc.).
Unnecessary and irrelevant information should not be attached. The size of assignments has
no bearing on marks achieved.

Turnitin Report
The similarity index should be less than or equal to 15%. Coursework/assignments with a
similarity index that exceeds 15% or without the Turnitin report will not be graded. You need
to submit your coursework/assignment on the blackboard website from SEGi University that
provided to every student (https://segi2u.blackboard.com/webapps/login/).

Word Count
This coursework requires a total word count of 2,000 words, not including an executive
summary, tables, figures, references, and appendices. The word count is indicative. Thus, try
to stay with the allocated word count as far as possible. Marks are gained for facts and
conciseness, and marks are lost for unnecessary material. As a postgraduate student, there is
no excuse for poor spelling, bad grammar, or lack of formatting. Use 1.5 lines-spacing with
12-point font size, and pages must be numbered. Use Times New Roman font ONLY.

Assignment Submission
The DUE DATE for this coursework is on Week 8 (refer to lesson plan for the date).
Coursework submission should be done on Blackboard. You are advised to submit at least 1
day earlier than the due date to ensure you meet the Turnitin requirement. Besides, you are
advised to ensure your student identification number have the access to this course on the
blackboard page once the semester commences or the lecture 1 class start. Thus, late
submissions due to being unable to access this course on the blackboard page after the due
date will not be accepted.

Late Submission
If the submission was not done by the due date, a late submission penalty will be imposed on
the submission as below:
 Late submission between 1 and 5 days, results in 1 mark deducted per day up to a
maximum of 5 marks from the total coursework/assignment marks.

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 Late submission between 6 and 10 days, results in 2 marks deducted per day from day 6 to
10, plus the 5 marks deducted from day 1 to 5 up to a maximum of 15 marks from the total
coursework/assignment marks.
 Late submission between 11 and 15 days, will only be able to secure a passing grade of
50% provided the work is secure more than 50%. For coursework that has secured less
than 50%, the marks will be maintained.
 For late submission of more than 15 days, the coursework will not be accepted and will
result in an automatic 0% for coursework/assignment marks.

Resubmission
• Resubmission to improve the grade of assignment is allowed. Resubmission is only
allowed for one time and within a stipulated period before the final exam.
• The maximum mark of re-work assignment is 65/100.

Disability Support for assessment

We recognise that each student is an individual with their own education support needs. The
Graduate School of Business and Enterprise work with you to assess your requirements and
then help make sure you have access to the support you need from the wide range of options
available. This is in line with the University 'Disability Statement' which outlines policy and
provision for work in this area.

Additional Information

1. Do not FORGET to include Name, Identity Card Number/Passport Number, Student

Number, Course, Code, Mode of Study, Name of Lecturer, Due Date, and Centre in the
coursework/assignment cover sheet.
2. The student who omitted to filled-in student details in this cover sheet results in a 10%
deduction of total coursework/assignments marks.
3. The student who filled-in inaccurate or misleading information in student details in this
cover sheet should accept the responsibility or risk of affecting your final marks or grade.
4. You should submit your coursework/assignment online via SEGi University Blackboard.
5. Use the United Kingdom (UK) English language to complete your
coursework/assignment.

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APPENDIX I – WRITTEN REPORT MARKING CRITERIA
Content Total Excelle Good Accept Below Poor
Marks nt able Avera
ge
Detailed description about the chosen company 5 5 4 3 2 1
inclusive of the basic information of business and
industry, company vision and mission, the new
proposed size and management team structure,
financial overview, etc
-Application and critical evaluation of design and 10 10 - 9 8-7 6-5 4-3 2-1
good services are required in assessing the current
concept of the restaurant, food offerings, menu,
the uniqueness of food offerings compared to
other competitors.
-Critically appraise the suitability of the food
offerings, menu, the uniqueness of food offerings
for a cloud kitchen and how it differs compared to
cloud kitchen competitors and if modification
required
- Application and critical evaluation of location 15 15 - 13 12 - 10 9-7 6-4 3-1
and layout strategies are required in assessing the
current business location, distance to the target
market, suppliers,
-Assess layout of the restaurant such as service
kitchen, storage area and staff area.
-Critically appraise the suitability of the location
and layout of service kitchen for the cloud kitchen
- Application and critical evaluation of process 15 15 - 13 12 - 10 9-7 6-4 3-1
analysis and process strategies are required in
assessing the process of kitchen servicing which
covers from the moment till the order is taken till
it gets to customer.
-Critically evaluate and propose a suitable process
strategy from cloud kitchen to the delivery partner
and elaborate them with a flowchart
- Application and critical evaluation of inventory 15 15 - 13 12 - 10 9-7 6-4 3-1
management and MRP are required in assessing
the business inventory especially raw material
storage system, sitting inventory, supplier or
vendor management, stock taking etc.
-Critically evaluate and propose a suitable
strategy to be implemented by the cloud kitchen
to minimise wastage of raw materials
- Application and critical evaluation of human 15 15 - 13 12 - 10 9-7 6-4 3-1
resources, job design and work measurement are
required in assessing the current kitchen staff
count, scheduling of the restaurant during service
hours and fulfilment.
-Critically evaluate and propose a suitable
manpower management and scheduling to be
implemented by the cloud kitchen to manage the

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fulfilment of orders
- Application and critical evaluation of quality 15 15 - 13 12 - 10 9-7 6-4 3-1
management are required in assessing the quality
control of the restaurant such as food quality,
packaging, timeliness, customer service quality,
cleanliness, policy and procedures to achieve
quality requirement.
-Critically appraise and propose strategies that
can be used to improve the current quality control
management to suit a cloud kitchen operation.
Format of Report: 10 10 - 9 8-7 6-5 4-3 2-1
Follow guidelines of business report. Logical
narration and presentation of information
Writing with supporting documents, appendixes
and graphic. Proper grammar, writing of in-text
citation and referencing in APA style.
Total 100

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