Operations Management Analysis: Kiwarian Event Day Case Study Report

This report provides an in-depth analysis of the operational management issues encountered by Kiwarian Event Day, specifically focusing on the challenges faced during their annual Pancake Day. The report highlights problems such as spiky demand, long customer wait times, and customer dissatisfaction, which lead to customers leaving before receiving services. The analysis delves into the application of operational management theories and strategies, including Just in Time and Six Sigma, to address these issues. The report offers recommendations for process improvements, emphasizing the importance of customer satisfaction and increased efficiency. The conclusion summarizes the benefits of implementing these theories to reduce customer dissatisfaction and enhance overall productivity. The report draws upon relevant literature and case studies to support its findings and recommendations, providing a comprehensive overview of the operational challenges and potential solutions for the Kiwarian Event Day.

Management and
Administration of
operations

Executive Summary
This report provides evaluation and analysis of issues which are faced by Kiwarian event day. It
includes issues of operation management such as spiky demand, long lines and customers are
leaving before getting services. Overall this become dissatisfaction among customers and they
shift to other events for getting pancakes. In this report theories and strategies of operation
management is used to overcome this issue. Some theories are Just in Time and Six Sigma which
helps in properly identify the issues which is faced by customers. By using these approaches it
leads to effectiveness and efficiency in strategies of operation management. It has been
concluded as by using theories helps in reducing the dissatisfaction of customers and increase in
productivity.

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
Reasons behind customer's dissatisfaction with Kiwanis Pancake Day. ...................................1
Recommendations for improving operation processes by using theories such as Just in Time
& Six Sigma approaches of operational management. ............................................................3
CONCLUSION ...............................................................................................................................4
REFERENCES...............................................................................................................................6

INTRODUCTION
Operation management is a process which is concerned with management which helps in
controlling and designing the production process and utilisation of resources as needed to satisfy
demands of customers. It involves as make sure about certain points which are as responsibility
that meeting customer requirements on appropriate time
(Burns, 2018). This report covers Kiwanis International as a global service company which
leads as improving world by helping children. This organisation is situated in Durant, Oklahoma
which considers annual market which is on first Tuesday of November which is also Election
Day. Event Day is also called Kiwanis Pancake Day which serves and sells fresh pancakes over
all day. When first pancake is serve Robert Howard new Kiwanian notice issues related to
operation management as spiky demand, customers are leaving before service is given and long
lines in store (Theoleyre and et. al., 2020). So for this, report covers reasons behind customer
dissatisfaction and give recommendations to improve these operation management issues by
using using Just in Time approach.
MAIN BODY
Reasons behind customer's dissatisfaction with Kiwanis Pancake Day.
Robert Howard when entered in parking area which is full of memories and mixed
emotions he identify that there is long line of individuals stand outside entrance of community
centre. As he also see loose of customers but they have ability to pay money for product so this
leads to nervousness in him.
In this event as this is charity event, all individuals related to this event are volunteers
which are changing the world by offer services to communities and children. In terms of Robert,
he shifted ticket counter when he noticed as several cars are there in parking lot and they have
demand of pancakes but due to dissatisfaction of customers as they have to wait for long time for
satisfy their desires (Hughes and et. al., 2018).
A detail analysis of operational management system, as in this event customers are start
arriving at early morning as 6:00 a.m. And after 8:00 p.m. No new customers are allowed in
event. Demand of customers is strikes at breakfast, lunch and dinner and at dinner time there is
huge rush. Due to this circumstances at dinner rush, the lines increases to outside area of event as
about 100 customers are in waiting line which have demand of fresh grill pancakes. As in this
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event, Dine in or take out services are given to customers. In this services take out customers are
more as compared to dine in so this leads to lengthier process as dine customers have to wait for
their orders (Donovan and et. al., 2017).
Current layout of Kiwanis Event as there is limited space for customers in relation to
inside and outside waiting lines in building. There is only single line which starts with ticket
counter and continue to picking up all useful items like, plates, napkins and plastic ware. At
pancake station, there are up to 6 stoves are managed by Kiwanians individual who had work of
cooking and serving the customers. So by this it occurs in delays as customers are not recognise
as pancakes are ready to serve (Ivanov, Tsipoulanidis and Schönberger, 2017). In addition, there
is communication between customers and cook as person who cook and serve are of friendly
nature so this leads to delay in services due to lengthy conversation between them. In addition to
issues related to customers leaving before getting their services and long line, one more issue
related to operation management is spiky demand as this means fluctuation in supply as at one
time they provide good services by not delaying in it on other hand they provide delay in
services. Thus, this leads to dissatisfaction in customers.
There are various operation management strategies that can provide insight to
organisation.
In terms of Kiwanis Pancake Day, there are many operational management strategies
which helps organisation to satisfied customers. Some of them are discussed below: Offer better services and goods: The aim of every organisation is to provide good quality
of goods and services. In terms of respective company, they should undertake new
strategy as give new customers with adequate and quick services which reduces number
of returning customers (Kambli, Sinha and Srinivas, 2020). Improvement in supply chain process: As this process is considered as most critical
piece in terms of organisation (Gibson, and Parkman, 2018). So for this organisation
have to set up new technology all over company which is helpful in returning of
customers without getting any services. Reduction in cost: As customers of related organisation faces issue of spiky demand as
there is fluctuation in supply system so managers have to reduce the cost according to
demand of customers (Bai and et. al., 2018).
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 Cook have to learn to improvements in operation system: As there is opportunity for
organisation for grab customer advantage by improving the operation system. This can be
done by using excellent control on inventory system. This can help organisation to
enhance profitability by reducing number of waiting line.
So from above points it is concluded as Kiwarain's have to follow above strategies related
to operation management is helpful in reducing number of dissatisfaction.
Recommendations for improving operation processes by using theories such as Just in Time &
Six Sigma approaches of operational management.
Operational management is defined as field of business practices which helps ion creating
highest level of efficiency in possible manner which leads to increased in effectiveness and
efficiency within organisation (Meredith and Shafer, 2019). For improving operation
management few theories are applied for attain effectiveness and efficiency in company.
Supply Chain management is define as flow of services and goods which includes
transforming the raw materials into finished goods. It includes active streamlining of supply
activities which are helpful in maximise value of customer and also gain a competitive advantage
at market segment. In addition, it has been defined as designing, planning, executing, controlling
and also monitoring of activities which is related to supply chain with main objective of creating
of net value and also leads to measuring the performance widely.
Just in Time Theory:
This is a process of manufacturing management. This theory is developed and apply by
Toyota manufacturing plants for meet demands of consumers within delays in minimum ways.
This approach has capacity as when it has been adequately applied to any organisation it
improves competitiveness of company in market segment by minimising wastage and
improvement in product quality and efficiency. In context of Kiwarian event, this approach can
be recommended for increase efficiency and effectiveness. By using this approach, the main
focus is to examine and correct any obstacles in process of production. It highlights hidden talent
of organisation. This approach prevents firm from attain extra inventory and also smooth the
production operations if any task is taking more time and also if any defective in any system may
be discovered (Reid and Sanders, 2019). The foremost objective of this theory is increase in
inventory turnover by reduction in holding and all connected cost. Just in Time is strategy of
management that maintains raw materials from suppliers with the objective of schedules in
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production. Organisation uses this strategy for increasing efficiency by reducing waste from
receiving goods when they are in production process which reduces inventory cost. In context of
respective case study, as it involves many elements which helps in reduce in number of issues
such spiky demand, long lines and behaviour of customers. As they can involve continuous
improvement by identifying issues of fundamental problems which does not involve add value to
product. There must be quality control which becomes source to every worker which is
individually responsible for quality of services. The main objective of this approach is to
minimise the waste which must be done by using supply chain that can be done by work on
appropriate time (Barnes, 2018). Benefits of this approach as it keeps holding the cost of stock at
minimum level which results in better utilisation of space and also favourable effect on
premiums. In addition it also works on demand basis all goods and services must be done by
giving services on appropriate time. Furthermore, drawbacks of this theory is there is zero
tolerance for any mistakes, developing reworks is difficult for practising as inventory should be
keep in low cost. Due to increase in high demand so transaction cost become comparatively high.
So from this approach, Kewarian events must used it for making effectiveness and efficiency in
operation management.
Six Sigma theory:
This theory is a quality management which is used to improve current process of
business, discovering of services and products and also elimination of defects. The main aim of
this theory is to streamlining the quality control in business processes and manufacturing so this
leads to variance throughout. This approach mainly designed to help company with quality
management (Spiegel and Assad, 2017). The main aim of Six Sigma is to identify and eliminate
any type of issue that caused variations in quality through sequence in steps for achieve
particular task. This theory initiates company from cope up with difficult times. In addition, this
theory helps to executive support by giving completing the commitment which leads to long term
success. This approach is difficult to implement but it can be done properly and makes itself
excellence. Lastly, by implementing this approach it leads to increase in effectiveness and
efficiency of operation management.
CONCLUSION
From above analysis, it is summarized as operation management is process which mainly
consists of management which helps in designing and controlling the process of production with
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helps management in attaining goals of organisation in appropriate manner. The main of this is to
satisfy needs and demands of customers by providing them goods in right time. As in terms of
Kewarian events they face operation management issues such as time management, easiness for
making quality of goods and services which helps in leading appropriate services. So for
effectiveness and efficiency in operational management there are certain theory such as six
sigma, just in time which helps in achievement of operational management process.
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REFERENCES
Books and Journals
Bai, J. and et. al., 2018. Operations research in intensive care unit management: a literature
review. Health care management science. 21(1). pp.1-24.
Barnes, D., 2018. Operations Management. Macmillan International Higher Education.
Burns, M.G., 2018. Port management and operations. CRC press.
Donovan, C.M. and et. al., 2017. Organization and Operations Management at the Explosive
Incident Scene. Annals of emergency medicine. 69(1S). p.S10.
Gibson, P. and Parkman, R., 2018. Cruise operations management: Hospitality perspectives.
Routledge.
Hughes, P. and et. al., 2018. Strategy, operations, and profitability: the role of resource
orchestration. International Journal of Operations & Production Management.
Ivanov, D., Tsipoulanidis, A. and Schönberger, J., 2017. Global supply chain and operations
management. A decision-oriented introduction to the creation of value. 2.
Kambli, A., Sinha, A.A. and Srinivas, S., 2020. Improving campus dining operations using
capacity and queue management: A simulation-based case study. Journal of Hospitality
and Tourism Management. 43. pp.62-70.
Meredith, J.R. and Shafer, S.M., 2019. Operations and supply chain management for MBAs.
John Wiley & Sons.
Reid, R.D. and Sanders, N.R., 2019. Operations management: an integrated approach. John
Wiley & Sons.
Spiegel, T. and Assad, D.B.N., 2017. Operations project and management in trauma centers: the
case of brazilian units. In Handbook of Research on Healthcare Administration and
Management (pp. 104-119). IGI Global.
Theoleyre, F. and et. al., 2020. Operations, Administration and Maintenance (OAM) features
for RAW (Doctoral dissertation, IETF).
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