SYSTEM OPERATIONS MANAGEMENT

System Operations Management



System Operations Management

Introduction

This assignment is a case study of a Clifton Rubber Limited. This is a part from 5 years of my experiences as assistant manager in the manufacture, we aim to evaluate the operation process of distribution of a company, and provide an option to eliminate the gaps to meet company's performance expectation. After providing a new system to the manufacture, how can company react with following problem that might have occurred. We explain how the input and output of service operation is use, and analyse the operation by using a typology of the operation. In addition, we evaluate the process design in the way then what need to improve to meet the company performance expectation and what strategy to be use to meet customers' satisfaction (Carpinetti, 2003, 543).

Furthermore, we illustrate and explain the distribution process that is considered amendable to be effective and provide faster service. We explain how the company operates the automated system in sales department for a real-time stock list. The last part is implementation of new system, how it works and what problems might have occurred and provides the solutions to cope with the following problems that might affect the new system.

Manufacturing Operation

Clifton Rubber Limited transformed their materials which are the rubber canes in order to meet their customers' needs and satisfaction, by use of their machinery, facilities, staff and equipment. For transformation process, they manufacture products, sell and deliver to the customers. The output of the operation is customers who received the product and services. (See figure 1)

Figure 1 Service Operation

Figure 1 Manufacturing operation

Figure 2 Typology of Operation

Clifton Rubber Limited is a rubber manufacturer; their product is a mass product which they mostly supply to other business that requires rubber as their material. We analyse operational process by using A Typology of operation (see figure 2). The volume of the product is very high. They have very low variety of products because they produce only rubber, they have limited range of product which may not suit for some industry but most of their product can be widely used in most type of industries; food, candy, pharmaceutical and sweetening. Their variation of demand is medium; the amount of demand is the same all over the year, especially in food industry. They have low in visibility because customers can only see the products, not the operational process of the manufacturer.

Accessing Performance Expectation

According to company's performance expectation, sales department should provide fast and effective services when in contact with the customers. As you can see in Distribution process (See figure 3), there is a gap between service delivery and performance expectation, sales department should decide to implement new technology to replace the old fax service when confirmed about the availability of the product with factory (Tan, 2009, 26). The new technology provides a real-time stock list and it reduces a checking activity of the sales person. Johnston & Clark (2008, p.462) suggest that both manufacturer and service should improve their service ...