Ruelyn C.

Virrey

BSHM-2E

CASE ANALYSIS

1. What is the differences between service operations and manufacturing-based operations?

- Service is a wide range of teams to deliver services, including professional service teams,
customer support teams and customer experience teams. Service operations send
employees to their customer’s location or meet the customers at the company’s premises to
facilitate the service provision. While manufacturing operations focus on producing goods
and storing them at a warehouse before delivering them to customers.

2. As stated in the article, what are the most supplier selection criteria identified that are
applicable in the hospitality Industry? Explain each criterion.

- The most supplier selection criteria identified that applicable in the hospitality are the
price, quality, and on-time-delivery. If you are start-up, a key consideration in choosing a
supplier may be affordability. However, cheap suppliers don’t always represent the best
value for money. If you want reliability and quality from your suppliers, you’ll have to decide
how much you’re willing to pay for your suppliers. The quality of your suppliers need to be
consistent- your customers associate poor quality with you, not your suppliers. On time
delivery, or OTD, is the metric used to measure supply chain efficiency. This shows whether
or not an organization is meeting its goal in regards to promised delivery times, and is
critical for both measuring carrier performance and maintaining customer satisfaction.
Measuring on time delivery rates reveals just how effective a courier service and brand are,
and can help improve rates of customer satisfaction and return purchases.

3. Based on the article, what supplier evaluation criteria were mentioned and how are they related
and useful in the hospitality industry?

- The supplier evaluation criteria that mentioned on article is the communication. The
hospitality industry is a field that relies heavily on communication. Whether you’re working
in a hotel, restaurant, or another service industry job, strong communication skills are
essential. Communication is a critical component of the hospitality industry, whether I’s
communicating with guests to ensure their satisfaction or coordinating with staff to provide
top-notch service. It is also important in the hospitality industry because they can help to
build a good relationship to guests, resolve conflicts, and create a positive overall guest
experience.