Analysis of Operations Management System Implementation Project Report

This report details an operations management project focused on implementing a system to address long customer queues and improve service quality. The author identifies the problem of congestion and proposes a remote customer linking system to prioritize clients with serious issues. The report ou...Read More

Running Head: OPERATIONS MANAGEMENT 1
Operations Management
Names
Institution

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Operations Management
In my workplace, there has been an issue of long queues because of a high number of
customers with serious and minor issues which they want to be addressed. After thinking about
the issue, I realized that coming up with a system that allows the company to link with customers
remotely can help in minimizing congestion and giving priorities to clients who have serious
issues that require direct contact with the staff members. According to SukUmar & Robert
(2017), sometimes customers lack to get high quality services because of pressure which staff
members have in serving a large number of people. For this organization, introducing this system
can play a crucial role in enabling the clients with petty issues to attain online services so that the
staff members can be able to serve those with serious issues to satisfaction.
Because this is a system that requires a lot of things to be considered, a lot of time and
other resources need to be utilized. To ensure that all processes involved in system
implementation have been followed, the planned time will be 6 weeks, but the actual completion
time maybe four to five weeks. The reason why the planned time is longer than the actual
completion time is that according to Petra (2010), there are uncertainties that come along the
process of system implementation and because they were not planned for, they may make the
planned time to be extended. This means that although the actual time may be around five weeks,
the implementation team must include an extra one or two week to address any uncertainty that
may arise. In this case, the four or five weeks are estimated to be enough for undertaking the
system implementation processes such as exploration, installation, initial implementation, and
full implementation
According to Darryl (2018), system implementation is not an easy task because there are
barriers which may come along and make the process hectic or even impossible. For this case,

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one of the barriers which may arise is change resistance. Koldo & Jesus (2012) affirms that when
a new system is being installed in the workplace, some stakeholders, especially employees tend
to oppose it. The reason why this barrier may arise, in this case, is that employees may feel that
implementation of this system may make them to lose their jobs and hence oppose it (Mahesh,
2010). Another barrier which may arise is lack of resources as system implementation is
something which requires finances to be available. Also, lack of skills may also be a barrier to
this project as for it to meet its goals, it requires the implementers to have the right skills and also
the users to have the right knowledge on how to use it.
According to Anupriya (2012), the degree of success in implementing a new system in an
organization depends on the resources, and the strategies used. For this case, the probability of
success will be high because the management will be willing to spend money and other resources
on its implementation because it has the ability to address serious issues in the company. The
success rate is also high because the company has a team of IT professionals and also has the
ability to source experts from other renowned organizations to ensure the system is implemented
successfully.
Implementation of this system will lead to various changes. First, it will make work to be
easier for the employees as it will play a significant role in reducing long customer queue in the
company. Second, it will make the company to increase its relationship with its customers as it
will assist them to reduce wastage of time when waiting for long hours to be served.
Implementation of this system will also make the company to serve more customers because it
will enable the clients to get services any time they require them irrespective of whether it is
business hours or not.

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For classmates planning a similar project, it is advisable to materialize their plans because
this project can benefit not only the organization which will use it but also those who will come
up with it. For example, coming up with a similar project can make the student to attain financial
gains by selling it to businesses and also being hired to service it from time to time. It can also
make them to advance their knowledge by doing research on various things concerning the
implementation of this project.
Implementation of this project can enhance job design in an organization because it will
enhance employee job satisfaction by reducing the pressure of serving too many customers
within a limited time. It can also play a key role in enhancing job work life balance because the
workload will be minimized hence giving the staff members enough time to conduct other things
outside the scope of work.

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References
Anupriya, S. (2012). Performance Management System Design, Implementation and Outcomes
in Indian Software Organizations: A Perspective of HR Managers. South Asian Journal
of Management, 19(2), 45-57.
Darryl, B. (2018). Building Capacity by Hacking Your System Implementation. Journal of
Environmental Health, 80(8), 231-243.
Koldo, Z & Jesus, M. (2012). Changes in Operations Management of Privatized Spanish Firms.
Review of Business & Finance Studies, 3(1), 43-56.
Mahesh, G. (2010). The Enabling Role of E-Business Technologies in Strategic Operations
Management. Journal of International Technology and Information Management, 19(2),
523-535.
Petra, H. (2010). The Use of Operations Management Procedures in Order to Increase
Organizations Competitiveness under the Conditions of Growing Pressures of
Globalization. Global Business and Management Research: An International Journal,
2(1), 87-98.
SukUmar, R & Robert, S. (2017). Integrated Performance Management. The Journal of
Government Financial Management, 66(2), 34-46.