Solved Understanding operations, Logistics and Supply Chain Management Assignment

Understanding operations, Logistics and
Supply Chain Management

Table of Contents
INTRODUCTION ..........................................................................................................................3
Critical review of supply chain management and operation models/theories.................................4
Analytical discussion over the operation management...............................................................6
CONCLUSION .............................................................................................................................9
RECOMMENDATION.................................................................................................................10
REFERENCES .............................................................................................................................11

INTRODUCTION
Operation management is an area of management which is considered with designing and
controlling the production process and restructuring the business operation for the production of
goods & Services. It involves new product development, managing quality and creating more
services. Logistics and supply chain management are main part of operational aspects. For
conducting assessment, Ford Motor Company has been taken into the consideration, which is the
leading American multinational automotive company headquartered in Detroit, USA and also in
the United Kingdom. This organisation was founded in 1903, Henry Ford. Ford Motors deals in
selling auto-mobile and commercial vehicles under their own brand and manufacturing most
premium and luxuries cars. For doing detailed assessment, two area of operation and supply
chain management has been taken such as: New service/product development & process and
managing quality. In new product & service development, Automotive company always looking
for planning and developing new auto-mobile structure in accordance with the customer choice
and wants. Apart from the product development, it is also focuses development of services such
as customer service delivery along with installing new parts, accessories or features into the
auto-mobile etc (Papadopoulos, 2016).
In context with Ford, relevant theories are required for these two area of operation
namely House of quality for new product & service development and TQM for managing
quality. HOQ is the kind of customer analysis tool which basically starts with understanding the
choice and wants of the customer to meet their actual products or services. It is also the type of
tool which translate the customer wants into the final products or services to meet their
requirements in both manpower and technological context. On the other hand, TQM stands for
total quality management, which is long term management approach to gain success through
maximum customer satisfaction and experience. In this, all employee, staff and member of an
organisation take part in improving processes, services, culture and product. In an Auto-mobile
industry, there is a huge scope of potential improvement for customer service delivery along with
product efficiency and durability as well as longevity (Ngai, 2017). TQM uses strategy, data and
an effective communication to integrate and initiate quality discipline into the culture and
activities of the company. Apart from the quality management, There will be discussion over the
improvement of the service delivery system and enhancing the infrastructure for distribution of
goods and service s. There will be a critical review of successful service delivery system of the

Ford Motor vehicle and their time to time services delivery and optimization at an affordable
cost and prices.
Critical review of supply chain management and operation models/theories
There are two theories which will analysis and discussion about the two area of
development in the Auto-mobile industry such as Ford etc. In the Auto-mobile industry like Ford
Motors, which is the leading American multinational Auto-mobile manufacturer and its presence
also in the United Kingdom, deals in the manufacturing and development of car, customer
service and other Auto-mobile features and accessories. For such critical review, two major areas
of operation management is taken into the consideration namely new product and services
development along with managing quality (Gunasekaran, 2017). House of quality which is
related to new product and service development and TQM which is related to managing quality.
In context with Toyota Motors, both area of an operation development is beneficial for the
Toyota Motors to achieve their well-defined organisational goals and objectives. Here is the area
of operational management along with the theories and technique are as follows:
In context with Toyota Motors, House of quality is the best suitable theory and model for
new product & services development & process. House of quality is regarded as customer's
voice for an analysis tool and key elements of the functional deployment technique. Actually,
this model/techniques starts with voice of the customer which is required to be evaluated and
analyse and convert the buyer' wants into the specific products or services. This process includes
engineering design values and technique by the creation of relationship matrix. To formulate
effective house of quality, Ford Motors needs to follow certain steps and procedure involved in
the understanding of the customer requirements from an Auto-mobile product and converts it
into the final products or services. In context with Ford Motors, this will be best and suitable
theory to analyse and evaluate logistics, supply chain management and operation to initiate new
product development and enhance the production capacity which is as follows:
Identifying and clarifying the customer says that Ford Motors offers the premium
specification and features and consumer purchases benefits at the affordable cost. When
company design particular car, the needs to decide actual customer requirements such as safety,
speed, high fuel efficiency, cheap and affordable and reliable as well as strong.

Product satisfaction to the customer says about the identifying and developing specific
features and specification to make available in the products. In context with Ford Motors,
customer is the supreme person who buy or purchase their products or services. If particular
company is looking for the premium car from Ford motors, they need to do equal analysis of
requirements from the customer along with What company will offer to their customer's.
Identify relationship between How's tells that HOW ford motors will identify their
customer's voice about their needs and wants and also HOW they will fulfil them, either by
increasing and rising the budget of car model or do pre-evaluation from the people such as
interview or customer feedback etc. They needs to convert all such voices into the final and
effective products or services (Wang, 2018).
Developing importance rating says about giving rating and grading between HOW
company will offer desired voice of the customer and What they are currently offered in their
existing products. In context with Ford Motors, this will help company to know and understand
their actual and desired potential before structuring and implementation of the product design.
Evaluating competing products or services tells that what unique and premium feature
do Ford Motors will provide to their customer to compete and take competitive advantage of
their competitor's such as Hyundai, Toyota, Volkswagen etc. As it sis noticed that competitors of
Ford are providing the premium specification and features to their customer to tackle and handle
the competition. For better understanding, Hyundai and Toyota are taken into the matrix, which
will give specific rating to the existing features of the Ford's products and also compare them
with benefits offered by Hyundai and Toyota by giving good, fair and poor to each variable such
as speed, size, capacity, fuel consumption and durability etc.
In context with Ford Motors, Total quality management(TQM) is the best suitable and
relevant approach for managing quality. TQM is consists of proper communication, continual
improvement, customer focus, high customer involvement, decision making and integrated
system (Holcomb, 2012). All these are covered in the total quality improvement philosophy and
aspects. Ford uses this model and approach to provide efficient and durable car to their customer
and also enhance maximum customer satisfaction and experience. They put emphasizes more on
maximum performance, quality management and service delivery system in the most suitable
and effective ways. Some philosophy of the Total quality management are as follows:

Customer focus is necessary for every organisation and to enhance and increase
maximum customer satisfaction in case of Auto-mobile industry. Ford Motors use this approach
enhance higher quality improvement in their car and other Auto-mobile product & Services. For
such focus, Ford needs huge investment and funding to establish brand image and customer
satisfaction.
Continuous improvement says that the main focus of total quality management in Ford
Motors lies on continuous improvement in new product development and quality improvement.
Main idea behind this approach to drive innovation and creation into the structure and design of
their product and services.
Product design tells that influence of TQM approach is high in context of product
designing and planning to gain more competitive advantage and customer belief and loyalty in
the market. Ford Motors should use this approach make effective and suitable car designs and
structure for conversion into the most reliable and durable car to their customers.
Effective decision making says that Total quality management is completely based on
effective quality delivery and improvements. If the quality of the Ford's car and their accessories
are appropriate and proper, it would lead to proper decision making regarding launching it into
the market.
Analytical discussion over the operation management
Now a days, customer are becoming very attentive and focus toward the company's
product and services. They needs complete and effective to their car and other Auto-mobile
products or services they have availed by paying the amount of money. In the Auto-mobile
industry such as Ford, companies are suffered with an issue of operation and supply chain
management (Gligor, 2017). This can be caused by lack of effective manpower, less funds,
improper sustainable environment and even as a result of lacks of effective customer service and
satisfaction & experience. Operation function and supports the market which Ford serves in
different ways such as facilitating the production of goods and services with an use of available
resources and techniques. It also facilitates Ford to store and keep their manufactured outcomes
into the warehouse or infrastructure for storing large amount of the vehicle's. Operation also
includes distribution of vehicles to the other regions or distribution channels and dealers.

Ford Motors uses service culture system as their delivery system which is built on an
elements of the leadership principles, norms, proper vision and mission and work habits. They
also uses customer experience technique in which they involves the elements of customer
intelligence, account management and enables the continuous improvement throughout service
delivery system. In Ford Motors, successful service delivery system works on such basis that
customer is also part of the creation and delivery service should be built on that philosophy. Ford
uses transportation infrastructure for their own delivery system and settings. As, this is costlier
and critical source of the infrastructure. Also, there would be chances for theft and damage of the
products. Ford has adopted the strategies of the pre-carrying insurance during freighting their
Auto-mobile products and services. Successful delivery system and infrastructure would lead to
effective product and services delivery and collection to the customer's. Accordingly, it will lead
to maximum customer satisfaction and experience.
In regard with the solution for above issues, Ford should focus on an usage of advance
infrastructure and technology to setup their distribution system and network in most effective
and suitable ways.
Ford Motors can improve their performance and effectiveness by bringing sustainability
in the business processes an functioning. Sustainability in the business can be drive around the
business by formulating and implementing strategies and plans for the optimum utilization of
resources and achieving the organisational goals and targets effectively and efficiently. In
context with Ford Motors, analysis of an economic, environmental and social approach will be
useful to reduce both environmental and social impacts on this Auto-mobile industry. It is an
opportunity for Ford Motors to bringing high level of production and performance in their
organisation. Sustainability in the business practices can be best explained with the help of triple
bottom line approach which is as follows:
Economic approach says that economic factors such as government polices, both export
and import regulation, improper taxation and also price regulation can raise burden on the
desired vision and mission of the Ford Motors (Christopher, 2016). To increase sales and volume
of the car and other Auto-mobile, Ford Motor should use sustainability approach, strategic and
planning formulation and regulation must be their to reduce pricing and taxation burden to the
Ford Motors.

Environmental says that several environmental regulation such as pollution control,
motor and vehicle act, availability of vehicle per person and other laws and priorities might be
act as the threat and defeating point for the Ford Motors. In this case, government of several
countries where Auto-mobile industry is leading, they should implement rules and regulation for
controlling these aspects to make Auto-mobile industry to work and operate effectively and
efficiently.
Social approach says that social output and factors are equally important to build brand
image and reputation to ensure sustainability in an organisation. For more sustainable growth,
Ford Motors also looking for more awareness programme regarding saving energy, fuel and stop
pollution by providing free and low amount of services to the public and audience. Ford Motors
can create awareness among the people regarding the drive safely and ignore happening of the
incidents.

CONCLUSION
From the above assessment, it is concluded that operational management and supply
chain management is an important aspects in the Auto-mobile industry. As, it deals with the
production of goods and services along with utter and full-fledged customer service and ensuring
quality management for the products. House of quality and total quality management has been
proved as best and suitable for different area of the operation management and its related aspects.
In Auto-mobile industry, it is important for an organisation to maintain and retain best quality an
d continuous improvement for the customer's. It is both crucial and important to understand and
realize the actual needs and wants of the customer. When serving the Auto-mobile industry, it is
important for the company to decides and enables the best and suitable product design and
structure before the production process. It is the crucial and important task to enhance maximum
service delivery system and resources to built it on the efficient way and manner.

RECOMMENDATION
It is recommended that Auto-mobile company should more focus on better and suitable
service delivery system along with building proper and effective infrastructure for transportation
of their cars and other auto mobile products. Company should focus more on optimized quality
to their customer and car buyers. During the process of designing and structuring, it is essential
and crucial to understand and realize the actual needs and wants of the customer to deliver them
the far better opportunity to buy and purchase the Auto-mobile products and service delivery.
Apart from all, it is also recommended that customer relation management must be applicable
here to make customer comfortable and interactive in case of service and product delivery.

REFERENCES
Books & journals
Christopher, M., 2016. Logistics & supply chain management. Pearson UK.
Gligor, D. M. and Holcomb, M. C., 2012. Understanding the role of logistics capabilities in
achieving supply chain agility: a systematic literature review. Supply Chain
Management: An International Journal. 17(4). pp.438-453.
Wang, G., Gunasekaran, A., Ngai, E. W. and Papadopoulos, T., 2016. Big data analytics in
logistics and supply chain management: Certain investigations for research and
applications. International Journal of Production Economics. 176. pp.98-110.
Van Wassenhove, L. N. and Martinez, A. J. P., 2012. Using OR to adapt supply chain
management best practices to humanitarian logistics. International Transactions in
Operational Research. 19(1-2). pp.307-322.
Seuring, S., 2013. A review of modeling approaches for sustainable supply chain
management. Decision support systems. 54(4). pp.1513-1520.
Schönsleben, P., 2016. Integral logistics management: operations and supply chain
management within and across companies. CRC Press.
Green Jr, K. W., Zelbst, P. J., Meacham, 2012. Green supply chain management practices:
impact on performance. Supply Chain Management: An International Journal. 17(3).
pp.290-305.
Sarkis, J., 2012. A boundaries and flows perspective of green supply chain
management. Supply chain management: an international journal. 17(2). pp.202-216.
Waller, M.A. and Fawcett, S.E., 2013. Data science, predictive analytics, and big data: a
revolution that will transform supply chain design and management. Journal of
Business Logistics. 34(2). pp.77-84.
Seuring, S. and Gold, S., 2012. Conducting content-analysis based literature reviews in supply
chain management. Supply Chain Management: An International Journal. 17(5).
pp.544-555.
Winter, M. and Knemeyer, A.M., 2013. Exploring the integration of sustainability and supply
chain management: Current state and opportunities for future inquiry. International
Journal of Physical Distribution & Logistics Management. 43(1). pp.18-38.

Online
Four Key Elements of a Service Delivery, 2018. [Online]. Available through:
<https://www.servicefutures.com/four-key-elements-service-delivery-system>