Report on Operations and Service Management at Unilever (BM563)

This report delves into the operations and service management practices of Unilever, focusing on operational performance as a key practice. It examines the societal, strategic, and operations levels within the company, highlighting how operational strategies and models like the Hayes and Wheelwright model impact organizational efficiency. The report evaluates the role of technology, particularly process design, in enhancing operations, covering innovation, effective control, and different design aspects such as project, jobbing, batch, mass, and continuous designs. Furthermore, it analyzes supporting functions like process designing, monitoring, planning, and organizing and how they contribute to organizational success. This analysis aims to provide recommendations for improving operations management within the company.

Operations and
Service Management

Table of Contents
INTRODUCTION.................................................................................................................................3
MAIN BODY........................................................................................................................................3
Identify one operation management practice in selected enterprise...................................................3
Examine how operation management practices impact in organisation efficiency............................5
Evaluate how technology could be embedded in this process or evaluate how this has already been
achieved.............................................................................................................................................6
Analyse supporting functions that are linked to this operation management practice and evaluate
how can they assist with ensuring organisational success..................................................................8
CONCLUSION...................................................................................................................................10
REFERENCES....................................................................................................................................11
Books & Journal:.............................................................................................................................11

INTRODUCTION
In corporate sector both operation as well as service Management play important role
in development of productivity at higher scale. In this competitive world, it is important to be
aware about operations of company so that services are presented accordingly (Bosua, 2016).
Main purpose of this report is to understand the importance of operation of service
management. Unilever a British based company headquartered in in United Kingdom.
Enterprise deals in consumer goods and other products at global level. Operations as well as
service management both are necessary to be considered on the basis of which it is easy for
an organisation to carry out their activities. This report comprises of operation management
practice, impacts of identified operation management practice within enterprise, involvement
of technology within chosen practice and supporting functions that are linked to this
operation management practice.
MAIN BODY
Identify one operation management practice in selected enterprise
In business sector, practices are being adopted to fulfil objectives in a timely period.
So in context of Unilever they also so are being using practice of operation management
which is operational performance. This practice is further discussed below-
Operational performance-
Operational performance is defined as process of increasing and improving the
responsiveness quality cost and efficiency of a business as well as service. Each and every
enterprise focuses on operational performance which is beneficial for their working functions
and other activities. In relevance of selected entity, they also carry out this practice of
operational performance (Zhen, 2017).
Importance of operational performance-
Business operations and functions are being carried out at larger scale and it became
important for a particular organisation to increase their overall performance. In reference of
Chosen Corporation, as they operating large number of products as well as services it is
essential for them to increase performance of a business in efficient manner. With the help of
this practice it is beneficial for enterprise to improve their overall standards and principles.
Moreover, it focuses on various activities such as measure and monitoring actual production

according to set standards. It is duty of a manager to ensure that these activities within this
practice are implemented effectively. In this operation performance, there are three levels
which have been considered and adopted by Unilever which are further explained below-
Societal level:
It is a level in which it depicts the using of resources available to organization at
optimum level so that sustainable development is being achieved and no problem is faced by
society or environment that are responsible for delivering of these resources. In context of
Unilever, to increase their profitability ratio is main motive and besides this they also focus
on adapting sustainable approaches (Zhang, 2019).
Furthermore marketing department and superiors keep record of every use of resource
within enterprise. It helps them to manage their cost and other expenses.
Strategic level:
It is another level of operation performance in which it shows that different types of
strategies and tactics are present which drive performance within corporation. It is an
important level as because studies are useful for improving overall functioning of company at
highest scale. In case of chosen entity, they also assures that strategies are being adopted the
proper considerations so that uncertainty of events and other risk are easily identified and
reduced. With the help of this implementation of strategies they are able to deal with new
challenges and competitors with specific market which is beneficial for carrying out other
activities properly.
Other than this management of Unilever learn & focuses on their performance by
examining experienced mistakes and comparing those mistakes from new one. Through this
learning it is easy for them to make decisions regarding their work and which also help them
to reduce mistakes in future period.
Operations level-
It is last aspect of operational performance in which it includes factors which are
linked with delivering of a positive result to customer and targeted audience. This comprises
of following factors which are flexibility of operations in which this factor is mainly
concerned with carry out overall product line in correct way to meet with all demands and
requirements (Wakui, 2016). In relation of Unilever, flexibility of operation is being
interlinked with their product and other activities. Another factor is cost variation in which it

mainly focuses on achieving of objectives and managing operations in such a way that cost of
activities does not increase. By maintaining and managing overall cost of production and
operation it is easier to improve the overall performance of entity at higher scale. Further
factor is quality which is an important part of performance and operation. This is because
higher the quality better will be performance of enterprise operation (Salehnejad, 2019). In
case of selected corporation, they also so a shows that quality of their product are being set
according to standards and using different types of techniques such as Six Sigma, total
quality management and many more.
Above specified paragraph shows that it is important for enterprise to focus on their
overall progress as well as performance of operations so that it is easy for them to achieve
their goals and vision within a period of time. By properly analysing this practice of
operational performance it is beneficial for selected entity to enhance review of working in
better way.
Examine how operation management practices impact in organisation efficiency
The operation management practice of operational performance is considered as most
effective one which is considered by selected enterprise. By following this practice, it impact
on entity efficiency and overall structure. The way this practice impact upon enterprise
efficiency is explained as follows-
Operational strategies-
With the help of these operational strategies it is easy to ensure tactic of entity for
services and products delivery procedure through which profit can be on appropriately
(Peršič, 2018). The manager of chosen entity use operational strategies within their
departmentalization system in which this segment all products according to their features and
usage.
Hayes and wheelwright model
This is a type of a model which is used for purpose of performing operations strategy
in entity. This model comprises of four stages which are given as follows-
Stage 1 correcting the worst problem
It is the first stage of this model in which it main function is examine and analyse
problem which with in internally processes of Management. In context of Unilever, they are
required to analyse their internal factors to prevent them from conflicts.

Stage 2 Adoption of best practice
It is a second stage of this model in which it shows that it best practices are needed to
be adopted by coupling of competitor analysis and market research so that it is easier to
compare operation function of enterprise with their competitors. In relevance of Chosen
Corporation, compare the current performance with competitors on the basis of which it is
easy for them to make final decision about their product (Ladewski, 2019).
Stage 3 link strategies with operation
In this aspect of this model, it shows that operations are being linked with enterprise
strategy. It is necessary to link strategies with operations so that it is easier for enterprise to
achieve overall competitive benefit in a market. Moreover, this is to be done in such a way
that a higher efficiency is achieved appropriately (Kumrai, 2018).
Stage 4 gives an operation advantage
It is last aspect of selected model in which it shows about what a particular entity
wants to achieve and how they are doing. By having appropriate information regarding this it
will give them an operational advantage which directly positively impact upon their
productivity and other operations. In context of Chosen Corporation, it will enhance their way
of doing work and will enhance their efficiency of global operations in correct manner
The above explain paragraph shows that it is important for entity to analyse and examine the
impact of selected practices so that it is easier for them to achieve their set objectives in proper
manner. Also so there impact on efficiency, activity and other activities of business. The practice of
operational performance which is being adopted by Unilever directly impacts upon their efficiency at
wider level and it is necessary for them to be aware about out changes so that decisions are made
effectively.
Evaluate how technology could be embedded in this process or evaluate how this has already
been achieved
In business, technology plays important role as because with increase of competition
everyone has become digitally and uses technology in every activity.
Process design
It refers to process of modifying and transforming the enterprise objectives and goals
into measurable way. It is a time consuming process but need to be effectively used and

focused as because it gives a competitive benefit to organisation which is helpful for them in
future growth as well as development.
Importance of process designing in operation management
 Innovation- It is the first reason for adapting process designing within operation
management as because through this innovation is being created. In context of chosen
Corporation, Unilever operates at global level and due to rise of competition it is
essential for them to produce and develop new products as well as services. So, by
properly adapting of process design system it is easy to achieve this objective.
 Effective control- By use of system of process design it is easy to have effective control
within business activities and operation cost. In case of selected organisation, but properly
focusing on this help them to measure and control the use of resources by department
Different aspects of process design
Project Design- It refers to process in which it involves oral designing generation of
ideas classifications and overview of features of the project is being carried out. Unilever use
this aspect to identify the projects brief information (Hunt, 2019).
Jobbing design- It is a second aspect in which job of related project activity is being
determined and assigned to individual who is responsible for completion of the project. So, in
context of Unilever there to design the job process and accordingly project activities are
allotted (Falß, 2018).
Batch design- It is second aspect of process design in which different policies and
rules are classified depending upon different type of batch. In relevance of selected entity, it
is crucial for them to divide their departments into batch for achieving better results.
Mass designing- It is aspect in which it shows the designing for a whole operation
and project. It is also an effective process of designing which is adopted by chosen company
at appropriate level.
Continuous designing- It is another process of design in which focuses on
developing of a project at continuous level to strengthen the base of enterprise. In viewpoint
of Unilever throw carrying out this continues designing make them well aware about their
weakness and strength of their projects.

Therefore it has been saying that technology could be embedded in this process has
every system of enterprise is connected with technology without which it is not possible for
them to operate in proper manner.
Analyse supporting functions that are linked to this operation management practice and
evaluate how can they assist with ensuring organisational success
Functions of operation Management practice which is operational performance are
important to be examined and identified so that it is easy to accomplish goals within a period
of time. Moreover, they are various types of supporting functions which are linked with
adopted practice of operation management such as process designing, monitoring, planning,
organising are some of the important functions which are linked with fusion practice. In
context of Unilever, they are required to use these functions within their structure so that
organisational success is accomplished.
Process designing-
It is a function which is linked with operational performance practice as because
through properly analysing project and process design it is easy to increase operational
efficiency. As company follows hierarchical structure within the enterprise they can use this
function of process design and transform their mission and objectives in into a systematic
procedure.
Monitoring-
It is another important function which supports the operational performance practice.
Monitoring and controlling each stage of operation within management makes it easier for
company to be aware about every use of resource and money. Linking it with organisation
structure will also help in monitoring other activities of Management and making limits of
use of valuable resources (Dahmani, 2020).
Planning-
It is one of the most important functions of operational performance practice because
without planning it is not possible for any corporation to their efficiency level. With the help
of this planning they are able to generate and select use of most appropriate ideas into their
relative stage.
Forecasting & organising-

Organising as well as forecasting both are important to me consider why using
practice of operational efficiency in operation management. By carrying out everything in
proper organised way it is easier to save time for other activities. Whereas forecasting
function assist in meeting future prediction of which operational efficiency can be achieved.
Both these functions are helpful for selected company as it assist in accomplish
organisational success.
It has been stated that discuss the supporting functions are essentially to be focused as
because there shows organisation success and in accomplishing overall efficiency. It is
responsibility of manager to be aware about practice which has been chosen and how it can
be supported by functions to deliver more effective results. To be able to compete in an ever-
changing market, operations managers must be able to work efficiently and productively to
maximize profits, which are the main determinants of business survival. Operations
management can influence customer service, product and service quality, proper functional
methodologies, competitiveness in the market, technological advances, and profitability.
Failure to manage the company’s operations results in significant losses for business (Bosua,
2016).

CONCLUSION
After a brief analysis of above report it has been stated that it is important to carrier of
operation service Management in most appropriate manner to achieve future goals.
Organisational activities and functions are wider which makes it necessary for them to
improve their operational efficiency at higher level. So this report gives brief information
about using of operational practices in organisation to achieve objectives. It has been also
evaluated that to carry out business activities in smooth manner it is required for enterprise to
adopt operational practices in appropriate way.

REFERENCES
Books & Journal:
Bosua, 2016. Lighting system operation management method. U.S. Patent 9,326,359.
Dahmani, 2020. Hybrid Algorithm of Particle Swarm Optimization and Grey Wolf Optimizer
for Reservoir Operation Management. Water Resources Management, pp.1-16.
Falß, 2018. Process Intensification through Continuous Manufacturing: Implications for Unit
Operation and Process Design. Handbook of Green Chemistry.
Hunt, 2019. Crowdsourced mapping in crisis zones: collaboration, organisation and
impact. Journal of International Humanitarian Action,4(1), pp.1-11.
Kumrai, 2018. Optimising operation management for multi-micro-grids control. IET Cyber-
Physical Systems: Theory & Applications,3(1), pp.24-33.
Ladewski, 2019. Quality and safety management practices: The theory of quality
management approach. Journal of Safety Research,69, pp.193-200.
Peršič, 2018. The impact of socially responsible management standards on the business
success of an organisation. Total Quality Management & Business Excellence,29(1-2),
pp.225-237.
Salehnejad,2019. Combining regression trees and panel regression for exploring and testing
the impact of complementary management practices on short-notice elective operation
cancellation rates. Health Systems, pp.1-19.
Wakui, 2016. Operation management of residential energy-supplying networks based on
optimization approaches. Applied Energy,183, pp.340-357.
Zhang, 2019. Integrated design and operation management for enterprise systems.

Zhen, 2017. An inexact optimization model for regional electric system steady operation
management considering integrated renewable resources. Energy,135, pp.195-209.