Operation Management: Analysis of AFL Grand Final Customer Issues

This assignment is a comprehensive report on the application of operation management principles to address customer dissatisfaction in the context of the AFL Grand Final. The report begins with an overview of the Pareto principle and its application in identifying and prioritizing problems, using the AFL Grand Final as a case study. It details the process of problem identification, root cause analysis, and scoring, leading to proposed solutions such as resource allocation and personnel management. Furthermore, the report discusses the advantages and disadvantages of using closed-ended and open-ended survey questions. Finally, it suggests the use of demand forecasting methods, specifically regression analysis, to optimize resource allocation and improve customer satisfaction, including a detailed data analysis table and calculations for forecasting product demand.

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Operation management
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Operation Management 2
Operation management
QUESTION ONE
Pareto is a principle that states that eighty percent of the project merits come from twenty
percent of the projected work or efforts. From this principle, it assumes that a person may not
benefit fully from the entire endeavor. However, a small part of it can produce enormous benefits
that are desirable by the investor. The principle is very motivating due to the challenges faced by
investors. It also follows that eighty percent of the problems can be equivalent to twenty percent.
The Pareto principle has been used by many project managers to analyze their project challenges.
It helps them understand the issues and trace the cause and hence deal with cause appropriately
to outdo the obstacles. The essence of using percentages to measure the performance simply
means that the Pareto principle brings into understanding that there is no balanced relationship
between the work done and the results obtained from the project.
Australian football grand league
Applying the Pareto principle to solve the case if the Australian football grand league, it
follows not less than five steps to analyze the cause of dissatisfaction. The analysis starts by
identifying possible problems. It involves not only identifying but also listing the issues. If
possible, the person in charge can consult the team to ensure almost all the potential problems
are detected. The client's feedback can also be considered. The Australian football grand
received the following complaints from clients. That there was no sufficient security staff, seats

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were not comfortable, and many other problems. The company managed to order for a future
investigation to analyze the issues.
After identification and listing the problems, the research team has to find the root cause
of the problem. On researching the root cause, it is imperative to identify all the possible likely
caused and list them to evaluate the effects they have on the business. The identified problematic
factors are now analyzed using the cause and effect analysis diagrams. The diagram should show
all possible issues depending on the priority of the problem. Possible solutions can, therefore, be
drawn.
The next step should be scoring up the problems. It is scored depending on the
importance. In the case of the Australian football grand, the questions will be composed
depending on the satisfaction level most probably we are interested in the poor satisfaction or the
clients' dissatisfaction. Then the next step is now grouping the scored problems. The problems
arising from similar causes are added up. The issues or groups with the highest score should be
prioritized. After now getting the possible effects and the impact they have on the organization,
an action should be taken to ensure there is a solution. To expound further, the detailed analysis
of the Australian football grand league organization is as follows.
Analyzing the data collected from the open-ended questions, it will help understand the
closed-ended questions and the feedback. After doing the analysis based on the given
information, the following problems were identified.
 Based on efficiency, it was noted that most of the customers rated the company services
to be reduced.
 Most of the customers were not satisfied with sitting or seats

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 Poor catalog
 Few traffic officers
 Poor pricing, too expensive.
 Small parking space
 Poor food selection
 Poor quality entertainment
Problem ranking table
Number Problem score
1 Poor efficiency 87
2 Poor seating 79
3 Poor catalog 66
4 Few traffic officers 60
5 Poor pricing 55
6 Insufficient parking 15
7 Poor food selection 12
8 Poor quality entertainment 10
All the above problems can have possible causes. Customer satisfaction is always the
main object of the company, which is tailored to excel in market competition. The company has
to ensure there is an improvement in the identified problems.

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The identified possible causes of the problems are; poor resource allocation and
unqualified personnel, among others. The company needs to decide after analyzing the causes.
Resolution of the problems
The identified problems can be resolved by the company deciding on the possible
solution. After detailed consultation from the company topmost official, the following solutions
and actions are to be effected.
Priority table
Solution
category
Proper resource allocation Firing and hiring qualified
personnel
Problem problem score Problem score
Poor seating 79 Inefficiency 87
Poor catalog 66 Poor food 12
Poor seating
Poor catalogue
Traffic
Poor pricing
Insufficient parking
poor
resource
allocation
Inefficiency
Poor food selection
Poor quality entertainment
unqualfied
personnel

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selection
Traffic 60 Poor quality
entertainment
10
Poor pricing 55
Insufficient
parking
15
totals 272 109
Resource allocation should be priority number one.
 Firing the unqualified personnel and hiring qualified service providers. Some of the
workers are not just unqualified but negligent to their duties. The management team will
advise the service providers to be committed for their excellence. The management team
also needs to establish a quality management system as it seems to be the too most
nagging problem.
 Proper allocation of the resources. The company management team has to ensure their
adequate distribution of the available scarce resources to ensure the seats are replaced d
with more comfortable ones and luxurious. The company need also to expand the parking
ground and ensure it is well organized during the business operation.
By following the actions mentioned earlier, the company will correct the shortcomings and
be in a position to satisfy its customers fully. The company had not noticed the flaws until the
customers began to complain. It means that there is no direct relationship between the work
done and the results obtained.

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QUESTION TWO
The survey result may differ since the closed-ended items are fixed to a particular
perspective. The open-ended questions in a questionnaire usually allow the respondents to
explore their knowledge widely. Some may understand the subject, while others may not
understand the problem. The data obtained can be grouped and worked on as per the categories
obtained under the Likert scale.
QUESTION THREE
The survey can be more useful to the business management team. It can be used to
predict future demand and customer expectations. The data can be used to identify the strengths
and weaknesses of the business.
FORECASTING METHOD SUGGESTION
Due to the current condition of the company being unable to satisfy the market demand
or have an oversupply of stock to the market, something must be done. The introduction of the
demand forecasting method should be implemented. Since the company in a piece of more
accurate information on the appropriate demand. The company has to source the most accurate
forecasting method. The company cannot consult the consumers direct due to the varying
customer tastes and preferences and that it is not assured that the targeted respondents will be
readily available. Therefore the statistical method is the most appropriate for the Notex company.
The statistical method is tailored to analyze collected past data. The method has two
options; the trend projection method can be used. Or the regression analysis, which is the most
appropriate. The regression analysis will best fit the Notex manufacturing company. The
regression analysis requires identifying the action of the line of the best fit using the mean

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average deviation, the MAD. The mean average deviation will, therefore, help predict an
average, which will not lead to oversupply, nor will it lead to undersupply of the commodities. It
can be done using the formulation of mathematical equations or expressions. The expressions
typically help calculate the variables, both dependent and independent.
Data analysis table to calculate mean average deviation
X Y (PRODUCT 2) Z (PRODUCT 2) X^2 XY XZ
1 33 33 1 33 33
2 37 34 4 74 68
3 38 35 9 114 105
4 40 35 16 160 140
5 42 36 25 210 180
6 47 36 36 283 216
7 43 37 49 301 259
8 49 39 64 392 312
9 51 81 81 459 729
10 55 38 100 550 380
11 62 40 121 682 440
12 68 38 144 816 456
13 69 39 169 897 507
14 70 40 196 980 560

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15 65 39 225 975 585
16 55 40 256 880 640
17 50 41 289 850 697
18 51 42 324 918 756
19 49 41 361 931 779
190 974 764 2470 10505 7842
Product 1
b = N∑ XY- ∑X∑Y =
N∑ X2 - (∑X)2
a = ∑ y – b ∑X =
N N
B= (19*10505-190*974)/(19*2470-(2470)^2)
A = (974/19)-b(190/19)
B=-0.0024
A = 51.239
Y20 = a + by

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51.239-0.048
= 51.2366
Product two
b = N∑ XY- ∑X∑Y =
N∑ X2 - (∑X)2
a = ∑ y – b ∑X =
N N
B= (19*7842-190*764)/( 19*2470-(2470)^2)
A = (764/19)-b(190/19)
B = -0.000634
A = 42.4993
z20 = a + bz
= 42.4993- 0.01268
=42.48662