Operations and Service Management: A Case Study of Dyson Ltd

This report discusses the operations management practices adopted by Dyson Ltd for better management. It evaluates the impact of these practices on the efficiency of the organization and analyzes ways in which technology can be integrated in the process. The report also discusses the supporting functions linked to operations management practices and how they can assist in ensuring organizational success.

Operations and Service
Management

Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY ..................................................................................................................................1
1. Identification of operation management practices within the company..................................1
2. Critical analysis of how operation management practise impacts organization in regard to
efficiency. ....................................................................................................................................2
3. Evaluation of how technology can be embedded in this process and how this already has
been achieved...............................................................................................................................3
4. What supporting functions are linked to this operation management practise and evaluate
how can they assist with ensuring organisational success...........................................................5
CONCLUSION ...............................................................................................................................6
REFERENCES................................................................................................................................8

INTRODUCTION
Operations management is responsible for the functional activities of business for
producing and delivering the services of organization to customers directly. It determines the
decisions needed for operations managers for manufacture and consumption of a product.
Service operations management is connected with providing services to consumers (Baron,
Harris and Hilton, 2018). It consists of comprehending the needs of targeted market and manage
the process of delivery accordingly. For this report the selected organization is Dyson Ltd. which
is a household appliances company established in 1991 to ease the daily life activities of people.
This report covers the operations management practices an organization adopts for better
management. The impact of practices on the efficiency of organization is also evaluates. The
report analysis ways in which technologies can be integrated in the practise of operations
management and the supporting functions that are linked to operations management practices.
MAIN BODY
1. Identification of operation management practices within the company
Operations management practices is the governance of business activities that are
undertaken by a company to produce the maximum level of skilfulness in organization. Its major
role is to transform materials and human resources into products or services effectively in order
to increase the productivity and profitability of business. With reference to Dyson Ltd, the
operations manager is responsible to maintain the quality standards and its systems. The stock
management, delivery channels and network of distribution are all controlled and handled by the
operations managers. The fundamental functions of operation management includes planning,
managing, staffing, governing and controlling. Idea, competition, relations, continuity and the
capacity of change are some of the strategies used by operation managers in an organisation.
Any practise is best if it involves finding and utilizing the best methods of working to reach to
company's end goal (Leighton, 2022). The one operation management practise adopted by
Dyson Ltd managers in organization is total quality management. It provides various positive
benefits to company as it improvise the standardization of operations by applying continuous
improvement in operations and plan as well as direct activities that needs to be performed to
achieve objectives in effective manner.
1

Total Quality Management is the constant process of determining any issues in
production, eliminating those issues, improving supply chain network as well as experience of
customer and checking if the efficiency of employees is up to mark or not. The managers of
Dyson Ltd follows various attributes of this practise in the organization where the key principle
is to plan, do, check and act the commitment of management. The plan aspect outlays the
activities that need to be done and what actions can drive them. The 'do' aspect means to
distribute the actions in the team and increase participation of every employee of company.
Further, the check aspect refers to reviewing all the activities done by the employees as well as
management and act means to recognise the efforts or revise actions in case of any issue (Brown,
Pradhan and Pandeva, 2021). Total quality management has allowed Dyson Ltd to focus on its
employee empowerment by providing them timely and detailed training about their job which
helps in increasing their performances. It helps in building excellence teams in organization
which can achieve, maintain and amend standards according to the needs of customers. An
improved operations management helps Dyson Ltd to make strategies and decisions that are
backed up by actual facts. It enhances communication at all levels of organisation and also with
suppliers as well as with customers. Constant strengthening of operations can be achieved
through operation management practices which is helpful for Dyson Ltd to produce cost
effective products and develop a market share by grabbing new opportunities faster. Operations
management practices puts great emphasis on increasing customer satisfaction so it can build
customer loyalty towards Dyson Ltd.
2. Critical analysis of how operation management practise impacts organization in regard to
efficiency.
Operation management practise assists companies to plan every aspect of organisation
which consists planning quantity, productivity evaluation, improvements in quality, etc. With the
help of these practices, the managers of Dyson Ltd can improve their company's performance
and effectiveness. Operations management is closely linked to manage the production of
products and services in the manner that fully optimize all the resources available. Total quality
management allows Dyson Ltd to focus on its major principles which helps the firm to increase
its efficiency (Ge, 2020). The first principle, customer focus is an integral part of total quality
management which means to be aware about customers needs and preference so it helps Dyson
Ltd to direct all their organizational activities in the direction to achieve them. The next principle
2

is leadership where the leaders of Dyson Ltd provides integrity of action to all employees of
company. This step impact is it increases companies efforts to accomplish the overall targets of
organization. The next principle is to increase the involvement of people to fully exploit their
potential to work. The another principle is process approach where the materials, labour and
machines are combined to create a product keeping in mind the target audience of Dyson Ltd. On
the other hand, system approach principle is related with the appropriate training and resources
that helps employees of Dyson Ltd to finish their individual job in certain task (Jordan, 2018).
Total quality management provides the opportunity to Dyson Ltd to continue review the quality
of products made and make improvements if necessary. It is the constant practise taken by Dyson
Ltd which focuses on enhancing the operational efficiency of business as well as on customers'
requirements and compete effectively among the competitors. Implementation of total quality
management in Dyson Ltd has helped the operation managers to meet the major requirements of
the business effectively and improve the quality of all resources from human to machines to
produce better quality products.
The operations managers positively contributes in the effectiveness of business by
simplifying the process with logical explanation to the employees so they know the nature and
extent of their job. The managers of Dyson Ltd plays an important part in overall business
performance by reviewing the internal situations constantly and checking if right personnels are
at right place or not (Liu, 2021). The changes like increasing the production of certain products
due to increase in its demand or minimizing the manufacturing are all taken by operation
managers which leads to utilization of resources effectively with minimum wastage. The other
role of operation management practices in increasing effectiveness is continuous planning and
communication with executives and employees to make operational plans that can lead to make
long term strategies for Dyson Ltd.
3. Evaluation of how technology can be embedded in this process and how this already has been
achieved
Technology plays a critical role in developing and shaping any industry position in the
market. It helps organisation to reduce their production time by minimizing delays in operations
and eliminate any duplication of work. Technology assures that businesses are working with
their full speed and adopts necessary experiments in working. Companies have achieved greater
productivity with the help of machines that have transformed monotonous tasks into excited jobs.
3

Dyson Ltd is a appliance company which manufactures air purifiers, vacuum cleaners, hair
dryers, lights etc. Thus it is necessary for the company to incorporate technologies in their
operation management (Matthews, 2021). The range of technology and operation management
has changed so much over time and has transform from evolution of goods into designs,
administration and improvement of operations and its process. Combining technology with
operations management has resulted in minimizing the cost of production and improving the
quality of products. It allows Dyson Ltd to focus on maintaining standards, quality and
customization of products according to customers' needs. Technology strive efficiency in Dyson
Ltd and maximises the productivity of employees as well as of firm's. To embedded technology
in operation management it is necessary that the operations managers takes various steps. First of
which is technology acquisition, means the managers have to acquire technologies that aligns
with the line of work of the company and helps organisation to achieve its objectives. The cost
advantage factor from specific technologies should also be assess by managers. Technology
integration is next step which specifies that technology impacts all areas of production like
capital, labour and consumer. Hence, a strong technology integration programme is required to
optimum utilization of resources. The last step in this process is technology verification which
highlights that after integration, it is essential to review the performances of technology and
checking it is delivering effectiveness or not. The software available to companies helps in
joining all the functions of operations like producing, marketing, human resource and capital.
Technologies has simplified the process of communication within the organisation and
with the customers also. It helps in bridging the gap between the businesses and their customers.
Dyson Ltd has improved its channels of distribution by adopting new and advance technologies
in the organisation (Miyamoto and Et. Al., 2018). The company has launched its own website to
promote and market the products it offers which has helped the firm to compete better with its
competitors. It has helped the business to track as well as organized the process, maintain the
flow of information at all levels and manage records of both employees and customers. Dyson
Ltd has build its online chat services where the customers can write their reviews and complaints
so the firm can know the experience level of its customers. Technology has allowed Dyson Ltd
to maintain the inventory management of the company which further helps in timely delivery of
products. It also helps it tracking the number of product sold and the profit company earn in
certain period. The project management software assists Dyson Ltd to delegate the work in all
4

the levels of organisation so a big project can be divided into small parts that can be achieved by
employees. It also provide ways to put budget on activities and eliminate actions which are using
companies funds unnecessary. Technology has increased the productivity of several business
operations of Dyson Ltd by upgrading product development, company process and the skills of
employees (Roberts, 2018). Technologies like social media and emails have benefited Dyson
Ltd to promote its products effectively. The methods of production, goods and services
efficiency have been increased in the company with the introduction of technology.
4. What supporting functions are linked to this operation management practise and evaluate how
can they assist with ensuring organisational success
There are various functions which are linked with total quality management in the Dyson
Ltd such as marketing, finance, customer care and human resource to satisfied the needs of
consumer for achievement of business success. In recent times, customers has more quality
conscious and give important the durability of product. Customer satisfaction, quality of product
and profitability of company are interlinked with each other (Rothe, 2020). Total quality
management is associated with customers and it is consumer oriented practices of management
in Dyson.
Marketing play important role in policy designing and strategy formulation to maintain
the total quality of product in Dyson Ltd for profitability. Marketers can perform various task
such as sales training, marketing research , customer services and advertising to generate high
standards along with the quality of production (Webb, 2017). It helps the company to determine
the needs and demands of customers, to make sure the orders of customers are packed or
delivered on time. To provide information about customers trends to product designers as well as
to get consumer suggestion and feedbacks to improve the quality of goods and services all these
informations helps the company to maintain the total quality of their product which increase the
profitability and customer base of organisation.
Human resource management has great impact in the total quality management.
Employees are the most valuable resources which give their best best to produce goods and
services for the company (Santoso and Wijaya, 2020). HR managers of Dyson Ltd provides
skills and knowledge to employees which they need to maintain higher quality of products. HR
department is closed linked with the practices of employees and organisational culture as well as
they motivates or engage the employees to give their best for producing best quality of product to
5

satisfied the expectation of customers. They improve the performance of employees by effective
communication, continuous monitoring of their works, rewards, praising their better work and so
on. As a result of this, it helps the business to increase its productivity, quality of goods and
services as well as maintaining their working environment for future growth. By producing
standard quality of products with the best abilities of their employees, Dyson Ltd can achieve
huge success and growth in competitive market.
Customer service department is also linked with the total quality management as this
practices is based on customers and their expectations. In today world customers are the king of
market and they prefer high quality of product over low quality product. In Dyson Ltd the
managers ODF customer department has directly connected with the practices of management to
maintain the quality of product (Slack and Brandon-Jones, 2018). As they get feedback from
customers about the quality, durability of product and suggest to make improvement in the
quality of services. It helps the company to increase the loyal customer base and brand value in
the market. They inform about the recent trends, taste or preferences and expectation of customer
to production department so, they design their product according to this which increase their
profitability.
CONCLUSION
As per the above report it has been concluded that operations and service management is
a critical aspect for any organisation which develops a company's position. It covers all the issues
arising in the production sector of organisation and provides various techniques to effectively
handle the manufacturing process. Operation management ensures efficient execution of
activities that are necessary to carry out business operations. The scope of operation management
in a company ranges from allocation of appropriate resources to production unit which
contributes in achieving competitive advantage and maintaining demand with supply. It assist
operation managers to encounter the issues companies might face in future which helps in
creating plans and strategies that suites company objectives. The various operational
management practices has allowed companies to explore various ways by which they can
succeed and attain their specified goals. These practices eases the task of producing goods or
services from materials available as effectively as possible. Operation management helps
administration of company by providing timely information of demand of product in the market.
6

It aids in controlling stock and manages supply chain management effectively which eliminating
any gap in production.
7

REFERENCES
Books and Journals:
Baron, S., Harris, K. and Hilton, T., 2018. Services marketing: text and cases. Bloomsbury
Publishing.
Brown, C. A., Pradhan, A. and Pandeva, I., 2021. Current trends in pessary management of
vaginal prolapse: a multidisciplinary survey of UK practice. International
Urogynecology Journal. 32(4). pp.1015-1022.
Ge, L., 2020. Report on Critical Analysis on Operation Management for
McDonalds. International Core Journal of Engineering. 6(11). pp.386-392.
Jordan, J. D., 2018. Welfare grunters and workfare monsters? An empirical review of the
operation of two UK ‘work programme’centres. Journal of Social Policy. 47(3). pp.583-
601.
Liu, Q., 2021, September. Research on the Construction of Smart Campus Network Operation
and Maintenance Service Platform. In 2021 4th International Conference on
Information Systems and Computer Aided Education (pp. 2281-2284).
Matthews, D., 2021. The identification and elimination of excessive production in FM cleaning
operations within UK shopping centres (Doctoral dissertation, University of
Gloucestershire).
Miyamoto, and Et. Al., 2018, April. Al-assisted workflow management framework for
automated closed-loop operation. In NOMS 2018-2018 IEEE/IFIP Network Operations
and Management Symposium (pp. 1-6). IEEE.
Roberts, J., 2018. Multinational business service firms: The development of multinational
organisational structures in the UK business services sector. Routledge.
Rothe, J. I., 2020. KIT-INE-Departments/Research groups/Clusters-Technical
infrastructure/Analytics-Controlled area & System operation management.
Santoso, D. A. and Wijaya, A., 2020. Grapari Information Technology Service Analysis of
Telkomsel Salatiga Using ITIL V3 Domain Service Operation. Journal of Information
Technology Ampera. 1(3). pp.144-154.
Slack, N. and Brandon-Jones, A., 2018. Operations and process management: principles and
practice for strategic impact. Pearson UK.
Webb, S. P., 2017. Knowledge management: Linchpin of change. Routledge.
Online:
Leighton. B. 2022. The Importance of Operations Management. [Online]. Available through:
<https://masterstart.com/blog/operations-management/the-importance-of-operations-
management/>
8