Operations and Service Management

This report discusses the operation management practice of PoundLand, including stock control, delivery, and supply chain management. It analyzes the impact of these practices on the organization's efficiency and evaluates the use of technology in the process. It also explores the link between supporting functions and operation management practice for ensuring organizational success.

Operations and Service
Management

Contents
Contents...........................................................................................................................................2
INTRODUCTION...........................................................................................................................1
MAIN BODY..................................................................................................................................1
1. Identification of the operation management practice within the organisation........................1
2. Critical analysis of the way in which operation management practice impacts the
organisation in regards to efficiency............................................................................................2
3. Evaluation of the way in which technology could be embedded in the process or evaluation
of the way in which this has already been achieved....................................................................4
4. Link of supporting functions with the operation management practice and evaluation of the
way in which it can assist with ensuring organisational success.................................................5
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Operations and service management could be defined as the process of managing and
maintain the progress of business by paying attention towards different aspects such as
operations and services that are offered to the clients. For all the business entities it is very
important to be focused with it as it is required to reach all the long as well as short-term goals of
the organisation (Berrahal, Marghoubi and El Akkaoui, 2019). The enterprise which is selected
for this report is PoundLand which is based in Willenhall. It was founded by Dave Dodd in year
1990. This assignment covers various topics such as operation management practice, analysis of
its impacts in regards to efficiency and the way in which technology could be embedded in the
process. Apart from this, link of the practice with supporting function is also covered in this
assignment.
MAIN BODY
1. Identification of the operation management practice within the organisation
PoundLand is one of the variety story company of United Kingdom which is mainly
established in Willenhall. It is operating business under retain industry and founded in year 1990
by David Dodd and Steven Smith. For all the businesses like supermarkets, grocery stores,
variety stores etc. it is very important to pay attention towards operation management practice. It
could be defined as the administration of all the activities that are performed by an organisation
for the purpose of attaining all the objectives in long run. Main purpose of it is to make sure that
all the efforts that are made by staff members are converted in the profits and revenues. In all the
businesses different types of operation management practices are performed for the purpose of
managing and maintaining functionality of business (Chung, Ko and Ko, 2018). One of the main
practice which is focused by PoundLand is stock control, delivery and supply chain
management. Detailed discussion of it is as follows:
Stock control, delivery and supply chain management: All business entities which are
involved in businesses such as supermarkets, grocery shops or chain etc. are required to make
sure that they are managing and maintaining their stock and delivering the goods on time. It can
help them to carry out all the operational activities in systematic manner. PoundLand is an
variety store company of Willenhall and it is paying attention towards management of stock,
supply chain and delivery of goods for performing the operations properly. The managers who
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are working within the entity make sure that they control and manage stock appropriately
because it can help them to analyse that the stores are having sufficient inventory to meet client's
demand. With the help of it, the enterprise maintains appropriate quantity of stock so that all the
requirements of customers could be fulfilled without delay. As PoundLand is selling physical
products so it is very important to manage and control the stock so that it can meet all its
business objectives such as customer satisfaction and higher profits.
The business entity is also focused with the delivery of all the products and services that
are offered by it to the customers. The organisation is also providing facility of home delivery to
all the customers so that they can order the groceries through phone and get them delivered at
their door step. The organisation maintains the delivery of all the goods by making sure that all
the ordered items are delivered to the right customers and within the specific time period which
is promised to them (Kosasi, Prabowo and Budiastuti, 2018). The delivery services are managed
by the delivery agents who are responsible to deliver the ordered items to the house of clients.
Two different types of delivery services are provided by the organisation to the customers. These
are on-demand and scheduled on-demand delivery. The delivery service which is demanded by
the clients without concerning about the delivery date is the on demand delivery and for this the
enterprise try to provide best services to the customers. When the customers want that they
should get the product delivered on a certain date and during a specific time period then it is
known as scheduled on-demand delivery. Both types of deliveries are made by the enterprises
properly as it is focused with higher satisfaction level of all the customers.
PoundLand is also focused with management of supply chain as it is required for it to
maximise the customer value and attain the competitive advantage for long run. While supplying
goods out of the enterprise it makes sure that all of them are supplied properly and profitability
for business is increased (Novia, 2019). With the help of it, flow of goods and services from the
warehouses is handles by the entity that enhances functionality of business.
2. Critical analysis of the way in which operation management practice impacts the organisation
in regards to efficiency
Stock control, delivery and supply chain management is the main operation management
practice which is focused by PoundLand as it facilitates the organisation to make sure that it
controls all its operational activities and make efforts to achieve all the business objectives.
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Higher focus against the controlling of stock, delivery process and supply chain help the
enterprise to enhance operational efficiency.
As the organisation is highly concerned with controlling of stock which helps to make
sure that the required level of goods is maintained in the stores. It facilitates the process of
meeting requirements of all the clients by offering them such items that are demanded by them.
When the customers will be satisfied with the services then it will results in higher level of
efficiency of business (Štefancová, Nedeliaková and López-Escolano, 2017). If the enterprise
will not be able to maintain the required level of stock then it will leave negative impact upon
operational and functional efficiency of business. Apart from this, it can also affect the growth of
business. As stock control is focused by it so it will be beneficial for the grocery stores of
PoundLand to have good efficiency of meeting demand of customers.
PoundLand is also paying attention towards delivery system so that it can enhance
satisfaction level of customers and retain them for long period. The delivery agent of the
organisation are directed to make sure that they deliver the goods in specific time limit so that
the clients can get the the goods delivered at their door step that were ordered by them. Higher
focus towards delivery systems help to improve the efficiency level of the business because it
facilitates to make schedules or unscheduled deliveries for the customers. If all the products will
be delivered properly and systematically then it can result in higher efficiency of the enterprise to
carry out all the operations.
The managers and other senior authorities of PoundLand are making sure that they are
managing supply chain in systematic manner. For this purpose, they try to manage and maintain
the flow of goods within and outside of the organisation so that operations could be executed
efficiently. If they will not be able to manage the supply chain properly then it will be very
difficult for them to carry out operational activities efficiently.
The above discussion demonstrates that operation management practice of PoundLand
impacts the organisations efficiency. Proper focus against stock control, supply chain
management and delivery enhances overall efficiency of the entity to perform the operations in
systematic manner (Wardani, Murahartawaty and Ramadani, 2016). If the operation management
practice will not be taken into consideration then it will be very difficult for the enterprise to
maintain the desired level of efficiency and reach to the goals and objectives that were
formulated previously. Apart from this, proper management and maintenance of stock, delivery
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system and supply chain helps to meet expectations of customers that also results in improved
efficiency.
3. Evaluation of the way in which technology could be embedded in the process or evaluation of
the way in which this has already been achieved
This world of technological enhancement has changed the way business operations are
maintained and control by reducing the time and complexity of each task using technological
base to operate. There are number of technologies that are used these days by organisation in
order to manage the supply chain effectively and controlling the stock which in turn reducing the
expenses by managing the stock and reduce wastage. The Poundland is a variety store company
which offer range of product category and maintain a vast customer base. But as the competition
is increasing it become very much essential for the brand to maintain their customers by
providing high quality services that keep them satisfied (Wijaya, Sitokdana and Hapsari, 2019).
So, for this Pound land work over controlling the stock to manage with demand of customers,
improve operations for timely delivery of products and enhance the supply chain management by
integrating its operations with advanced technology under its digital transformation strategy.
The Pound land Limited signed a service agreement with the JDA platinum which work
toward providing an innovative, multi-tiered customer support service program which is actually
designed to maximise the value of a business. Pound land make use of JDA software named as
Merchandise Management Solution (MMS) in year 2008 for improving its store management
and control practice. This MMS software help in integrating the merchandising and warehouse
management for multi store business. This help in inventory management by ensuring the stock
remain available as per the demand of customers which in turn help in reducing the wastage that
is the main cause behind increasing cost and also help in avoiding the risk of out of stock. Hence,
it can be said that MMS software is a complete solution to bringing operational efficiency
(Poundland Limited Selects JDA Platinum Services to Maximize the Value Generated from its
Software Investment, 2017). Other than this it also help in enhancing the supply chain
management by ensuring a better flow of information regarding the predicted demand for
product and reminding the channel members to supply the products demanded on timely manner
by remaining connected with tis software.
Despite of this, for further enhancing its operational efficiency Pound Land also focused
toward deploying a new POS system within its 200 plus stores. This technology was installed
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with an aim to overcome the complicated process of keeping the shelves fully stocked in order to
endures that the right product get remain at right place and at right time. so that customer get the
product for which they demand on timely manner which in turn further support the brand in
maintain a better relationship with its customer by controlling the stock as per the demand of
customers and make the product available for them on timely manner.
Hence, it can be said the by embedding technology within the operation, the Pound Land
Ltd become able to improve its operational efficiency as with the help of technological
integration the chances of mistake has been reduced and also help in minimising the time
required for executing those operations. This in turn support the Pound land limited in improving
its operational efficiency and keeping its customers retained for longer period of time by
enhancing the quality of services and ensuring timely delivery and maintain stock as per
customer demand.
4. Link of supporting functions with the operation management practice and evaluation of the
way in which it can assist with ensuring organisational success
Operation management is consider to be that branch which deals within managing the
operations as well as several processes that proceeds within the organisation. Its main focus
remains toward maximum utilisation of available resources in order to achieve objectives. It
work toward managing all the material, technologies, machines and people for ensuring that right
product reach to right place at less possible time period (Wijaya, Sitokdana and Hapsari, 2019).
This chain of operations is required to effectively managed by Pound Land in order to remain
competitive and keeping their customers satisfied. So in order to keep this chain of operation to
be efficient there are several type of supportive functions which are used along with the
operation management which support an organisation to perform its operations effectively which
in turn enhance the efficiency of operations and hence help in achieving success. To understand
it effectively the supportive function of Pound land in operation management are mentioned
below:
 Finance management: The finance plays a significant role within operation
management by providing regular fund to execute the operation effectively. So, the
Pound land must ensure that their remain a appropriate budget for each actions to be
taken in advance so that no delay in arranging product to the store and ordering for
inventory get delayed. Hence, when fund remain available to the channel member in
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advance then it become easier for them to maintain the stock updated and hence help in
keeping the customers connected which help in achieving success ta marketplace.
 Supply chain configuration: This is second supporting function which focuses toward
effective, management, monitoring and controlling of all the activities which get
executed in firm. So, for providing better services to customers the Pound land must
focuses toward monitoring and controlling the operations performed throughout supply
chain configuration (Key Functions of Operations Management. 2018.). The
organisation must ensure that the products get delivered to customers on timely manner
and product should be predicted and them order to place in its stores on timely manner
so that customer quickly get what they are demanding for which help in keeping them
satisfied. Hence, the satisfied customers likely to remain connected with brand and
support them in achieving competitive edge as well as success within marketplace.
CONCLUSION
From the above project report, it has been concluded that operation and service
management are two different types of elements that are required to be focused by all the
businesses so that the predetermined objectives could be accomplished. One of the key
operational management practices is stock control, delivery and supply chain management. By
paying attention towards it the businesses will be able to make sure that they are able to manage
the efficiency of not. Apart from this, the operation management practice could also be
embedded with technology which will help to improve the functionality of business and facilitate
the effective execution of all the operational activities. The practices that are focused for
management of operations can also help to attain organisations success because when the
operations will be executed properly then success will be achieved.
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REFERENCES
Books and journals:
Berrahal, W., Marghoubi, R. and El Akkaoui, Z., 2019. Towards the Control and Prevention of
Waste in IT Service Operation Using Fuzzy Logic: Focus in Incident Management
Process. Journal of computing and information technology. 27(3). pp.45-56.
Chung, K. H., Ko, S. Y. and Ko, C. S., 2018. A COOPERATIVE GAME-THEORETIC
NETWORK DESIGN FOR COLLABORATIVE OPERATION OF SERVICE
CENTERS AND CONSOLIDATION TERMINALS IN DELIVERY
SERVICES. International Journal of Industrial Engineering. 25(1).
Kosasi, S., Prabowo, H. and Budiastuti, D., 2018, August. IT Operation Services: Impacts of
Maturity Levels of IT Governance on Online Stores in West Kalimantan. In 2018 6th
International Conference on Cyber and IT Service Management (CITSM) (pp. 1-6).
IEEE.
Novia, R. B., 2019. ITIL 2011: Maturity Level of Service Operation. IJNMT (International
Journal of New Media Technology). 6(1). pp.50-54.
Štefancová, V., Nedeliaková, E. and López-Escolano, C., 2017. Connection of dynamic quality
modeling and Total Service Management in railway transport operation. Procedia
engineering. 192. pp.834-839.
Wardani, L. A. K., Murahartawaty, M. and Ramadani, L., 2016. Perancangan Tata Kelola
Layanan Teknologi Informasi Menggunakan ITIL versi 3 Domain Service Transition
Dan Service Operation Di Pemerintah Kota Bandung. Journal of Information Systems
Engineering and Business Intelligence. 2(2). pp.81-87.
Wijaya, A. F., Sitokdana, M. N. and Hapsari, P., 2019, October. Analysis of Information
Technology Services Management using the ITIL V3 Domain Service Operation
Framework on SIMDA (Case Study: Boyolali Regency Inspectorate). In 2019
International Conference on Organizational Innovation (ICOI 19). Atlantis Press.
Online
Key Functions of Operations Management. 2018. [online] Available through:<
https://blog.mitsde.com/key-functions-of-operations-management/>.
Poundland Limited Selects JDA Platinum Services to Maximize the Value Generated from its
Software Investment. 2017. [Online] Available through: <
https://www.businesswire.com/news/home/20081021005119/en/Poundland-Limited-
Selects-JDA-Platinum-Services-Maximize>.
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