An Evaluation of Operations and Service Management at Unilever

This report offers a detailed analysis of Unilever's operations and service management practices. It begins by identifying key operational management practices within Unilever, focusing on operational performance, its importance, and the different levels involved, including societal, strategic, and operational levels. The report then examines how these practices impact organizational efficiency, discussing operational strategies and the Hayes and Wheelwright model to understand operational strategy. Furthermore, it evaluates the role of technology in processing and process design, exploring different aspects like product and service design, process design, and layout and flow. Finally, the report identifies functions linked to operations management and evaluates their contribution to organizational success, concluding with a discussion of the key findings and recommendations.

Operations and
Service Management

Table of Contents
INTRODUCTION......................................................................................................................3
MAIN BODY.............................................................................................................................3
TASK1.......................................................................................................................................3
Identification of operation management practices in Unilever..................................................3
Operational performance:.......................................................................................................3
Importance of operational performance:................................................................................3
There are basically three levels of operational performance as discussed below..................4
TASK2.......................................................................................................................................5
Identification that how operation management practices impact in the organisation regarding
the efficiency..............................................................................................................................5
Operational strategies.............................................................................................................5
Hayes and wheelwright model...............................................................................................6
TASK3.......................................................................................................................................7
Evaluation of technology which could be helps Unilever in processing and evaluating how it
can use this.................................................................................................................................7
Process design........................................................................................................................7
Brief breakdown of three area of design................................................................................8
Different aspects of process design........................................................................................8
TSAK4.......................................................................................................................................9
Identification of a function which are linked to the operation management within the
organisation and evaluating combination within the structure for of organisational success....9
CONCLUSION........................................................................................................................10
REFERENCES.........................................................................................................................11
Books and journals...............................................................................................................11

INTRODUCTION
Operation and service management is important parts of the organisation is operation
management Service in increasing the productivity within the organisation as well as
decrease the cost which directly implement on revenue of the organisation. In this report
Unilever is the main focus organisation. It is a British manufacturing company which produce
different cosmetics and other body products which are required to direct consumers (Zurich,
Instruction and Documentation, 2018). The beginning of this report is consist of identifying
and operation management practices within the organisation.in the middle of the report there
will be critical analysis that how corporation medical practices impact in the organisation
regarding its efficiency on product design and process.it is also include the technology which
will help the company in increasing its production and process by using of process
designing.in the end of the report there will be discussion on the functions which are linked to
operation management practices and ensuring the organisation success.
MAIN BODY
TASK1
Identification of operation management practices in Unilever
Operational performance:
Operational performance is the performance level related to overall basic operations
are taking place in organization and these are always measured against certain set and
prescribed standards of efficiency responsibility and effectiveness. Every organization there
are certain operational performances that have to be measured and major objectives of
measuring operational performance is based on criteria’s for aspects like is flexibility , speed,
cost etc.
Importance of operational performance:
In present scenario the importance of operational performance for Unilever is being
discussed. In case of Unilever it is organization that is dealing in last number of product
categories and for manufacturing of different products there are certain set standard which are
basically set up by the top management of this organization (Jäntti and Cater-Steel, 2017).
But setting standards is not a very important task but measuring the actual production
according to search set standard and analyzing the amount of deviations is one of the most

important responsibilities for any organization and if there are no subdivision send it leads to
achievement of objectives related to measurement of operational performance.
There are basically three levels of operational performance as discussed below:
1) Societal level:
There are limited resources available with every organisation and for this there must
be optimum utilisation in such a manner that there can be sustainable development in such a
way that there is no harm to the society that is providing basically all the resources for
organisation to function.
In Case of Unilever, profitability of organisation is basic motive of all the organisational
functions but apart from this there are all the sustainable approaches and people associated
with organisation a major concern for the overall management of this brand.
Efforts made to manage operational performance in such a manner that all the
stakeholder and people that are associated with and helping the organisation in achievement
of their lay down objective are being benefited and it's not related to the monetary profits on
operational level.
2) Strategic level: it is a level performance is according to various strategies that are driving
the overall performance in a organization.
In Unilever, there are efforts made by the organization and especially the research &
Development Department to form appropriate strategies in order to reduce the risk and
uncertainty that are related with future (Pollitt, Birchall and Putman, 2016).
Apart from this and other major component is overall capital invested must be in such a form
that there are maximize returns that there are maximization of return with minimum amount
of investment for the organization.
Learning is also a part of strategic level of operational performance where there must be
learning from past mistakes and efforts must be made by leaders and managers to make sure
that same mistakes are not repeated by employees in future and it leads to more establishment

of effectiveness in employees contribution the vision towards organizations overall
objectives.
3) Operations level:
In, Case of Unilever operations level is associated with certain factors such as speed
basically measures how quickly a organization is able to deliver products and generate more
sales quotas.
Flexibility of operations is concerned with the patterns of configuring the overall product line
in order to deal with all the requirements and adjust search product lines as quickly according
to new requirements (Martínez-Jurado and Moyano-Fuentes, 2018). In Unilever flexibility is
closely associated with overall speed objective associated with high quality of the product
being manufactured in this organization.
Cost variation is another objective where operations have to be managed in such a way that
there are no changes in the cost of a product per unit and it must increase the effectiveness of
cost with high volumes. Unilever the products with high variety of features are supporting
lower volume analysis result in higher unit cost that affects the overall price of a product and
increases the cost of production. It is another component that is created with overall
operations objectivity.
Dependability is measuring the operational performance table of particular organization is
when it is in concerned with timely delivering the product to customers and with plant cost
and prices. In Unilever the ability of a product to function in a more intended way is
according to the Limited specified period of time (Shahar, Satar and Bakar, 2019).
Quality is associated with set standards various techniques such as Six Sigma is used in
Unilever and TQM are also applied by managers in order to measure the quality and
maintain specific quality requirements in final products

TASK2
Identification that how operation management practices impact in the organisation
regarding the efficiency
Operational strategies:
Operational strategies: operation strategy can you define the plan of a company
which help it in identification and maintenance of different operations within the
organisation. Operation or organisation strategy can be defined as a strategy of the
organisation for its product and delivery system where it earn profit by selling its products
and services and ally on different processes for making the product manufactured within the
organisation (Vuchic, 2017). Unilever also follow different operational strategy within the
organisation as it use departmentalization system within the organisation where in divided all
its products in FMCG, cosmetics and essentials items.
Hayes and wheelwright model
There are number of reasons and strategies in an organisation for managing its
operation and perform a perfect operational strategy within the organisation. For this there is
a model which also contributes to operation strategy of the organisation. This model is Hayes
and wheelwright model in 4 stage models. Model is consists of four stages which describe the
possible strategy and roles played by the organisation in its operation function. The strategic
and also used by the Unilever within the operations strategy processes where it can perform
the operation functions from the largely negative role to become the central element of
company strategy and competitive advantage.
Stage 1 correcting the worst problem
This stage is also known as internal neutrality stage where the forest level of the
operation contribution will be analysed.in context of Unilever the Other area of the business
operation as a barrier to the opportunity will be identified where the lacking of the fear and
competitive drive by the organisation is understood (Mechtri, Benyahi and Zeghlache, 2016).
This is to internal in neutral opposition it attempt to achieve not buy anything positive but by
avoiding the next big mistake of the organisation. This is important for Unilever as it have to
clearly examine the internal factors for preventing itself from blunders.
Stage 2 adopting best practice

This is also known as external utility where the operation function must be compare
itself to other companies in the outside in marketplace by implementing the best strategy
company can use and catch up the market prior to external companies.in context of Unilever
it can used by the organisation and its operation where it can compare from different
manufacturer within the market like Johnson and Johnson and many more which are the
prime competitor of Unilever. This will help company in increasing its market share.
Stage 3 link strategies with operation
This is also known as internally supportive stage where operation strategy is now
aligned with the oval business strategy. For implementing this strategy Unilever must ensure
the internal support and the objectives of the business which must be considered before
forming the strategies for best class result.it inspire the number of fields within the
organisation where effort of all individuals within the organisation can be combined for
bringing operational efficiencies.
Stage 4 gives an operation advantage
This is also known as external supportive where and operation at the stage 4 is
unambiguously the best at what company want to do and what it is doing. Their creativity and
productivity will increase the market share of the organisation and Unilever can put it put
ahead in the market where it can increase its operation to global level where it can follow the
same rules and strategy which it prescribed within this year (Heizer, 2016).
TASK3
Evaluation of technology which could be helps Unilever in processing and evaluating
how it can use this.
Process design
Process designing can be explained as a part of the organisation which includes the
appropriateness of the process to the overall organisations objective. Process designing can
be defined as a requirement of a broad view of the whole organisation and should not have
the myopic look.
Importance of process designing in operation management

Innovation: the first need of process design within the organisation like you relieve
liver is to innovate. Unilever is operating in a global market where it is important for the
organisation to use innovation within its product and process design will help be Unilever in
maintaining innovation within organisations product (Gibson and Parkman, 2018).
Effective control: it is important for Unilever to maintain the control on the business
operation expenditures and cost for maintaining profitability within the organisation and this
can be achieved through process designing where it help Unilever in maintaining the control
over the employees and other productive resources for reducing the wastage.
Brief breakdown of three area of design
Product and services design: Unilever is a innovative company and its beliefs on
innovation within the products of the organisation for computing in this market. For 6 tis
Company follow-up a productive and innovative product design system where company use
different type of technologies like automated machines, computer software, 3D printing and
many more for designing its products and services.
Process designing: Unilever always believes in reducing the cost by eliminating the
wastage within of resources within the organisation. Company always used for producing
different type of product it does classify each product project with different departments
Speciality company population of proper process design (Thomé, Scavarda and Scavarda,
2016).
Layout and flow: Unilever always believe simplicity within the organisation
functions and operation and for this produce a proper flow of activities within the
organisation where a particular layout is followed for decreasing wastage as well as bringing
simplicity within each and every function. Unilever classify different flows within the
organisation where the information flow from top to bottom level of management and work
flow from bottom to top level of management.
Different aspects of process design
Project design: project design is also part of process designing where it include
designing of overall project that what are the specification classification and identification
within the process for meeting the requirements of company. It is used by the Unilever for
identifying the project within the organisation.

Jobbing design: job in design is that part of process designing which includes
determination and identification of overall job which has to be done on the particular project
for making it successful. Unilever also use this design for identifying the roles of different
individuals within the organisation (Hitt, Xu and Carnes, 2016).
Batch designing: best designing is that type of designing in process designing which
is used to identify and formulate the policies regarding the different batch. It is Important
designing for Unilever company use departmentalization as produce different type of
products which need batching facility for making effective.
Mass designing: it is important parts of process designing as it include designing for
whole function. This type of designing is used by large manufacturer where they have to
design huge organisation (Uhl and Gollenia, 2016).
Continuous designing: it is that process designing part which include designing for
other factors in in regular waste it is important for organisation like Unilever because
companies operating at high level where it is need to design a continue project for longer
period of time.
TSAK4
Identification of a function which are linked to the operation management within the
organisation and evaluating combination within the structure for of organisational
success
It is important for an organisation to identify the operation management within the
market where it can identify the different technology which can be used for success of the
organisation and combination of different organisation activities like with process designing
operational strategies and operational planning which will help company in increasing its
revenue as well as profits and bring productivity within the function of the organisation. This
also Satisfy the needs of the customers in the market. For this company can news quality
management within the organisation, quality management is directly related to increasing
production services to reduce their impact on organisation function and bridge between the
gap of consumer expectations and perceptions of organisation (Reid and Sanders, 2019).
Operation management within the organisations play important role in quality
management where it formulates different policies and programmes within the companies
like Unilever. It also bridges the gap between services and process of the organisation by

following different stages. Distracted include the characteristics of good service in relation to
customer in the areas like functionality appearance reliability durability recovery and contact.
Functionality can be increases by improving the functions within the Unilever which help
Unilever in improving different customer relationship (Moharreri, Ramanathan and Ramnath,
2016). Unilever improve its appearance by providing good infrastructure facilities to
customer where they can stand in use by following the norms of social distance. It also
increase the reliability of the customers as customer by providing effective quality to them.it
also increase the durability of product because of following new technology within. Contact
of the organisation will also increase because it provide number of facilities to the customers
where they can communicate the organisation effectiveness to different new customers.
So, in the end it is important for the organisation to follow the norms which are directly
related to combination of different operational activities and Service management for serving
customers in a better way and increasing the profitability and productivity of the organisation.
CONCLUSION
Concluded from above mentioned report that there are number of operational and
Service management activities which are performed by the organisation to improve its
function in a general and increase it within the target markets. There are number of
approaches which can be used by the organisation in organisational performance as well as
identify the social level strategic level and operational levels. Identify that number of
operation management practices in the organisation regarding the efficiency and operational
strategies for increasing name. This will help in increasing the market of the organisation
identifying different aspect of process designs.

REFERENCES
Books and journals
Gibson, P. and Parkman, R., 2018. Cruise operations management: hospitality perspectives.
Routledge.
Heizer, J., 2016. Operations management, 11/e. Pearson Education India.
Hitt, M.A., Xu, K. and Carnes, C.M., 2016. Resource based theory in operations management
research. Journal of Operations Management, 41, pp.77-94.
Jäntti, M. and Cater-Steel, A., 2017. Proactive management of IT operations to improve IT
services. JISTEM-Journal of Information Systems and Technology
Management, 14(2), pp.191-218.
Martínez-Jurado, P.J. and Moyano-Fuentes, J., 2018. Lean Management and Supply Chain
Management: Interrelationships in the Aerospace Sector. In Operations and Service
Management: Concepts, Methodologies, Tools, and Applications (pp. 1208-1242).
IGI Global.
Mechtri, M., Benyahia, I.G. and Zeghlache, D., 2016, April. Agile service manager for 5g.
In NOMS 2016-2016 IEEE/IFIP Network Operations and Management
Symposium (pp. 1285-1290). IEEE.
Moharreri, K., Ramanathan, J. and Ramnath, R., 2016, December. Motivating dynamic
features for resolution time estimation within IT operations management. In 2016
IEEE International Conference on Big Data (Big Data) (pp. 2103-2108). IEEE.
Pollitt, C., Birchall, J. and Putman, K., 2016. Decentralising public service management.
Macmillan International Higher Education.
Reid, R.D. and Sanders, N.R., 2019. Operations management: an integrated approach. John
Wiley & Sons.
Shahar, S.M., Satar, N.S.M. and Bakar, K.A.A., 2019. The challenges in managing
information technology shared services operations. International Journal of Recent
Technology and Engineering, 8(1C2), pp.322-328.
Thomé, A.M.T., Scavarda, L.F. and Scavarda, A.J., 2016. Conducting systematic literature
review in operations management. Production Planning & Control, 27(5), pp.408-
420.
Uhl, A. and Gollenia, L.A. eds., 2016. A handbook of business transformation management
methodology. Routledge.
Vuchic, V.R., 2017. Urban transit: operations, planning, and economics. John Wiley &
Sons.
Zurich, B.L.L., Instruction, X. and Documentation, X., 2018. Service operations and
management. Master of Science in Engineering, p.380.