Strategic Operations and Service Improvements at Watson Engineering

This report provides a comprehensive analysis of the operations and services at Watson Engineering Tooling Company. It begins with an overview of the company, founded in 1981, and its operations, including its product range and recent contracts. The core of the report focuses on implementing tools and techniques for strategic improvements, such as DMAIC methodology, lean value stream mapping, and the 5S methodology, to enhance production processes and resource optimization. The report also discusses the implementation of quality circles to improve employee involvement and address technical issues. The report emphasizes the need for continuous improvement to maintain a competitive edge in the global market. The company aims to enhance its operations by using the best practices for combating any penalties or faults or any technical glitches.

INTRODUCTION TO OPERATIONS AND
SERVICES

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
Overview of the company...........................................................................................................1
Overview of the operations.........................................................................................................2
Implementation of tools and techniques for improving strategic operations .............................2
RECOMMENDATIONS AND CONCLUSION............................................................................8
REFERENCES..............................................................................................................................10

INTRODUCTION
Engineering is one of the contemporary branches which has demonstrated a
comprehension in context of open market scenarios and the overall impact on the operations'
management of an organisation. It has led a revolutionary change and made the human life
convenient and at ease. With onset of globalization, there has been a rise in the application of
conceptual framework of the operations' management (Seo,Lee and Moon, 2016). Moreover, it
has provided an understanding of the market economics with planned and detailed
methodologies through quality analysis. Also, this has put emphasis on the execution of
procurement, manufacturing, selling processes, distribution channels with on-time delivery,
quality management, costing strategies and resources allocation.
Watson Engineering Tooling Company has carved a niche which not only accelerated the
significance of innovation through operations and construction of processes at larger scale but
paved a path of profit generation by consistent improvisations. Operations and services are
interconnected for smooth running of production at this organisation by employing the
operational concepts in effective manner. Furthermore, the overall assessment has been done by
regular analysis on the basis of specialisation and standardizations in the procedures. This
assignment has emphasised on the need of strategic incorporation of improvements at the large
scale to sustain this global competitive marketplaces with gaining momentarily upsurge and by
keeping it intact with constant personifications in their product development. Along with this,
this report will include the tools and techniques by their development team to manage the
operations in terms of production and testing. It will focus on the operations to make it
sustainable with optimization of available resources and leaving a mark among their competitors
by being innovative and using the strategic expansion of their businesses worldwide.
MAIN BODY
Overview of the company
Watson Engineering Tooling Company was founded by an engineer in the year 1981 with
the same mission of giving satisfaction to their customers' needs by being committed to exceed
their expectations. It is one of the leading organisations that work in the production of various
tools like micrometers, callipers, scribes and other related specialised items by providing the
metal prototypes to their suppliers, distributors and customers. They provide a limited but high

quality products made up from high tensile quality and materials for accuracy and good shelf
life. Recently, they have secured a contract with the Defence industry of United Kingdom till
2048 due to its consistent efforts towards bringing radical changes in relation to innovation and
enhanced operations (Innovation vouchers, 2018).
Overview of the operations
This company is including a wide variety of product range expanding from rules, scribes
to the defence related tools such as precision turned parts made up of fancy parts from metals
which are light, strong etc. Moreover, their plant is well equipped due to a headstrong backup
support from their investors (Aitken and et.al., 2016). Along with, they have a loyal taskforce
who have been with this company since the beginning of their respective careers.
With advent of open economy and rise of information technology in recent times, it
brought radical altercations in the working practices of this tooling company to sustain the
competition prevailed in the global markets. In the year 2016, they were approached by
European Hospital Management for a two year contract for the development of cutting-edge
tools whose shelf life is better, advanced and compact with enhanced volumes.
Implementation of tools and techniques for improving strategic operations
In regard to the above, this company has established its latest motto to rediscover
themselves through pioneering of adoption of new operations improvisations and progression to
fetch the attention of their investors, employees' and customers for proper attainment of their
company's vision through appropriate utility of energy and conscience (Dudek, 2018). Earlier,
their focus was on the technical aspects in the production of their tools, however with time, their
management team understood the significance of programmes and technologies that provide
Illustration 1: Operations Model
(Source:Sorensen and Dahl,2018)

assistance in attracting potential customers at both national level and international level as well.
Consequently, the process mapping for expansion of business can be done using various tools
and techniques such as DMAIC, lean value stream mapping, which are described below.
Hereby, the DMAIC methodology, an acronym which stands for definition,
measurement, analysis, improvement and control that can be used to assess the improvements in
a structured order at Watson which helps in increasing the effectiveness in the most positive
manner. The management must define their aim in improving the quality parameters, along with
the use of information systems in their production team to comprehend the obstacles wisely and
outline the project's timeline to discuss about the estimations in terms of costing, materials,
labour, completion of tasks etc. (Sokovic, Pavletic and Pipan, 2010).
Furthermore, they can draw a baseline to establish the feasible options of technologies as
there are many constraints like documentation of each and every activity to develop the escape
route that is dependent on the data collection so that the complete analysis can be followed using
present data of the situational crisis in struggle of maintaining their foothold in the markets. Next
is the analysis step, this involves a developmental plan to solve the problem statement by
measuring the root cause and later verified it through experimental methods for adopting the
improvisations made as per the study made in the above phases.
Subsequently, the improvements made could be seen in a slow progression which
determine the further generation of conceptual technical framework to combat any gaps made
during the entire production (Kumar and Kaushish, 2015). Lastly, control is the last step, which
will be applied to track the improvements by quantifying the measurable such as SOP's,
confirmation of transition works etc. This is beneficial to supervise and monitor the
improvisation procedure to amend the approvals with sign off profits. Thus, this procedure
would assist the establishment of replication step for laying the foundation of understanding the
implications on every move to evaluate the success and maintain the complete effectiveness of
this standardized procedure.

With respect to DMAIC, this company must employ the lean value stream mapping for
enhancing the interconnectivity between all the operations in their manufacturing sector. Along
with, the ulterior aim is to remove the unnecessary processes that has no contribution towards the
concept of improvements by maximising the available resources. This includes effective
collaboration which is already the backbone of Watson's company to fulfil the expectations and
needs of customers'. Here, the company must execute their operations by using an advanced
software for mapping of the complicated metrics to enjoy the momentum gained through better
team work and improved productivity amongst the taskforce (Keyte and Locher,2016).
Additionally, it flourishes under the analytics and logistics in context to understand the
demarcations formed between the present and future state of the organisational operations.
For any enterprise, the process improvement plays an imperative role that encompasses a
systematic approach with specificity to accomplish the endeavours that have been fixed to gain
profits in terms of elevating the performance of their tools as compared to their competitors and
trying to attain the top slot in the global market, reduction in the costing for few methodologies
that can be terminated or minimise its usage and affecting the overall outcomes effectually.
Therefore, establishment of this improvement by using 5S methodology would reap gains and
profits generations for Watson's.
This 5S procedure is combination of components of sorting, straightening, shining,
standardizing and sustaining. This technique is mainly dealing with recognition of the list of
Illustration 2: DMAIC Model
(Source:DMAIC Methodology in Six Sigma, 2018)

instructions that are useful for the workstation and the involved taskforce. It helps in the
maintenance of the sustainability factor by highlighting the overall efficiency and effectiveness
factors (What is 5S?, 2018). The foremost identification step is the stepping foot of the
systematization to identify the large areas or things in context of the tools, gauges or processes. It
involves the safety problems with qualitative evaluation to understand the shortcomings faced by
the employees' while conducting the operations as it might lead to prominent wastage of energy,
time and resources.
Nevertheless, the other elements like straightening also help in the continuous
improvement by keeping the inventory with the WIP (work in process) by adding the cross
functionality features of diversified teams to critically objectify the failings and failures
occurrence during the production time. Hence, the shining element has emphasis on the overall
sweeping principles to achieve the precision in making such tool by the use of applying the
hydraulic fittings and pneumatic advancements that can help in preventing the damage (Chang,
Kao and Chih-Ying,2016). Moreover, it puts insights on the cleaning of the spotting and minimal
the problem areas through downsizing the time by reminiscent adoption of the operating
techniques.
Next is the standardisation process, it assists in the overall assessment, evaluation and
execution of the first 5S three ideas for smooth running of operations. However, it focuses on the
informal system of setting a target to manage the movement of all the processes effortlessly. It
involves a checklist to attain the instructions laid by the safety regulations of this company with
strict adherence to meet the deadlines with full discipline. Lastly, the step that must be
established is to capture the sustainability component through usage of a rigorous and coherent
approach that entails the employment of good practices for combating any penalties or faults or
any technical glitches. It totally depends on the circumstantial conditions that led these five
components to work effectively for the enhancements process by successful establishment of
operations management to gain and subsidized the loopholes (Angelia and Suryaningsih, 2015).
However, the success ratio of this technique is in the hands of the Watson's owners as there is a
huge need of maintenance for optimising the operating procedures and eradicating the futilities
that takes places during the operations of the production of such tools.

In addition to the same, this company's management must encourage the formulation of a
quality circle with the implementation of 5S procedure. Herby, the quality circle is the
management technique that establishes the participation of employees in solving technical issues
in context of this company. It is the primary responsibility of the management to form a small
team of specialists for taking strategic autonomous decision making by using any generic or
specific technique (Nallusamy, 2016). For instance, if the production team finds difficulties in
decomposition of the waste and scrape materials, then this quality control (QC) comes handy to
prevent such issues, incidents or defects through feasible and environmental friendly approaches.
However, there is a loophole attached to this but can still be implemented for enhanced
productivity when used appropriately. It must be formed on voluntary basis so that each member
is from different department and putting their team's issues through a justifiable channel,
Illustration 3: Description of 5S components
(Source:What is 5S?, 2018)

especially under the supervision of a leader. To sum this up, the management at Watson must
execute this improvement tool by contemplation of policies and regulations for proper practice
that would be standing on the grounds of loyalty, trust, empowerment and cooperation.
Nonetheless, the advantages that can be gained by Watson tooling company by forming
such a QC team would lead their profitability as well as productivity in forwarding direction
only. This company is almost three decades old with majority of the teams consists of those
people who have been part of this establishment since their beginning of careers. Therefore, such
circle would benefit the company in leaps and bounds (Dal Forno and et.al., 2014). They would
become more aware about the latest updations in handling the materials for quality aspects,
prevent the formation of discarded elements, helping in reduction of costings and accidents at
workplace, improving the customers services by designing the scheduling of completion of tasks
with efficiency.
Moreover, this 5S methodology has put emphasis on the five notions that can be
amalgamated with the principles of the flowcharting. This flowcharting is a useful tool for the
documentation of all the adopted processes in the manufacturing sector. Moreover, it supports
the company's production department by encoding the breakdown of all the operational activities
in proper sequential order which represent in clarification of any gaps created due to mis
communication or illogical adoption of strategy to combat the drawbacks that arises during the
project's undertakings.
Here, the focus is to maintain the feasibility factor by discarding the waste produced in
the processes of transportation, over-production, inventory, defects and more. This also
concentrate on examining the performance metrics to increase the shelf lives of machinery,
equipment and raw materials used for conducting the manufacturing of such precision tools at
Watson. Further, it is of four types namely system flowcharts, data flowcharts, document
flowcharts and program flowcharts. Thus, the system flowchart is going to be the most beneficial
one as it connects the physical factors with respect to the resource level (Sorensen and
Dahl,2018). Such charts assist in underlying the data collection in relation to the project
management wisely to imply the adjustments with maximum gains and low inputs.
It is important to know that these tools and techniques will only be effective and
beneficial when followed by the entire organisation with utmost care and attention to enhance

their credibility at the global level. This company has served the community for so long and must
maintain its brand awareness by utilising the digital platform in proficient manner (Puppim de
Oliveira and Jabbour,2017). Moreover, with their current collaborations with other regulatory
bodies and companies have paved the path of innovation and invention that assisted this
company to mark its name in the global circuit with elevation in the brand value along with
growth in terms of sales, profitability, revenues and overall upliftment of their taskforce working
conditions at the workplace who challenges themselves for better productivity and development.
RECOMMENDATIONS AND CONCLUSION
Recommendations:
This company must use the above mentioned techniques and tools for effectiveness at the
global scenarios. This continuous improvements have become the need of the hour for survival
of Watson engineering tooling company in this cut-throat competition and to embed themselves
as the leading organisations serving in this sector. Moreover, they have loyal employees' and
should encourage them to follow these step by step methodologies with undivided attention and
cooperation. This would help in cost reduction and assist in minimization of waste materials
along with proper dumping facilities to fulfil the CSR responsibilities at both individual and
organisational levels. Along with this, the availability of quick delivery of products and services
can get improvised by following the lean value stream mapping system.
Furthermore, the risk management gets easier and the entire supervision and monitoring
becomes accessible to the management of Watson. It will support in acceleration of the
identification of strategic risks and can be identified beforehand to mitigate its measures in
proper manner. Additionally, it will lay the foundational structure into smaller functional units
for better viewpoint of finding the solutions to the operations problems mentioned in this
company. Along with, the performance metrics must be based on the integrated framework to be
adopted by this company to embark its second initiation through employment of 5S procedure
with the help of flowcharting. The official employees must follow the legalities in profound
mode so that they can mould themselves according to the modifications applied in the demand-
supply chin.
This establishment's management must use these tools effectively to attain the objectives
in real time responsiveness by optimising the use of available resources. It will lower the

challenges and will increase the production at company wide production at all the plant locations
by using IT tools and managing the quality through enhancing the performance metrics.
Moreover, the visibility becomes tangible through piloting the Internet of things (IoT) and
encompassing the production centres through correct and suitable analytics with accurate
logistics data usage. Lastly, the policies and regulations must also be reformed to put a sense of
responsibility and motivation to achieve the company's mission in the best possible fashion. For
this, the entire company must execute all the tools, procedures and guidelines in compulsorily
manner for achievement of objectives and goals efficiently and effectually. Thus, the operations
and services would be improved and would lead this enterprise towards the success path by
meeting the expectations of their investors, customers and taskforce.
Conclusion:
It has been summarized that operations and services in a manufacturing industry acted as
the catalyst that accelerated the growth and progression of an organisation like Watson
Engineering Tooling Company in exponential manner. It has been analysed from the report that
with quality circle, the business organisations will be able to control and improve their
performance. It will help them to meet the expectations of their customers and to expand their
business process to new market segments. This report has discussed the impact of development
strategies on the external and internal environment of Watson company and assisted the need of
sustainability in their working practices. It is the high time that all business organisations must
realise and follow their corporate social responsibility(CSR) in vigorous mode in order to protect
their surroundings and also by participating towards the overall welfare of society and
environment.
Additionally, these manufacturing and engineering processes are aiming at including
transformations in their practices so that their sustainability goals can be achieved. The study has
also evaluated that how CSR goals and procedures are becoming the integral part of engineering
processes. The manufacturing and supply chain management concepts such as lean stream and
value mapping services are also evaluated in the report.
From the discussion, it has been analysed that the implementation of these strategies in
manufacturing process will not only improve the quality of services by reducing complexity,
error possibilities and time constraints but will also make process simple, environment friendly

and cost effective from the business perspective of the organisation. The DMAIC approach in the
manufacturing and business process helped this company to make their manufacturing and
supply process effective by keeping in mind the varied aspects of operations management and
improvement in their services. To sum up, this has also described the flowcharting process and
how it helped the engineering processes to accomplish their objectives.