Operations & Project Management: WH Smith's Project Methodologies
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This report provides a comprehensive analysis of operations and project management principles within WH Smith, focusing on enhancing efficiency and productivity. It critically reviews various methodologies, including Taylor's theory of scientific management, Six Sigma, and lean principles, evaluating their implementation and impact on the organization's onsite and offsite operations. The report also includes a continuous improvement plan, utilizing the PDCA cycle to analyze its effectiveness in cost reduction and customer relationship management. Furthermore, it explores the application of different stages of the project life cycle within WH Smith, examining the rationale for project methodologies, tools, and leadership. The effectiveness of these strategies is reviewed using appropriate models and theories, differentiating between large and small-scale projects, and culminating in recommendations for optimizing operational processes and project outcomes. Desklib provides this and similar solved assignments.
Operations and Project
Management
Management
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Table of Contents
INTRODUCTION.......................................................................................................................1
LO1..............................................................................................................................................1
P1 Critical review of different principles of operations management....................................1
M1 Review and critique the implementation of operations management in relation to Six Sigma
................................................................................................................................................ 2
methodology and Lean principles...........................................................................................2
LO2..............................................................................................................................................4
P2 Continuous improvement plan..........................................................................................4
M2 Analyse the effectiveness of a continuous improvement plan using appropriate theories, 5
concepts and/or models...........................................................................................................5
LO3..............................................................................................................................................7
P3 Application of difference stages of the organisation.........................................................7
M3 Analyse the rationale for the project methodologies, tools and leadership within the PLC for
................................................................................................................................................ 8
the given project..................................................................................................................... 8
LO4..............................................................................................................................................9
P4 Review of the effectiveness using appropriate models and theories.................................9
M4 Critically analyse how the use of appropriate theories, concepts and models in the PLC will
.............................................................................................................................................. 10
differentiate between large and small-scale projects............................................................10
CONCLUSION......................................................................................................................... 12
REFERENCES.......................................................................................................................... 13
INTRODUCTION.......................................................................................................................1
LO1..............................................................................................................................................1
P1 Critical review of different principles of operations management....................................1
M1 Review and critique the implementation of operations management in relation to Six Sigma
................................................................................................................................................ 2
methodology and Lean principles...........................................................................................2
LO2..............................................................................................................................................4
P2 Continuous improvement plan..........................................................................................4
M2 Analyse the effectiveness of a continuous improvement plan using appropriate theories, 5
concepts and/or models...........................................................................................................5
LO3..............................................................................................................................................7
P3 Application of difference stages of the organisation.........................................................7
M3 Analyse the rationale for the project methodologies, tools and leadership within the PLC for
................................................................................................................................................ 8
the given project..................................................................................................................... 8
LO4..............................................................................................................................................9
P4 Review of the effectiveness using appropriate models and theories.................................9
M4 Critically analyse how the use of appropriate theories, concepts and models in the PLC will
.............................................................................................................................................. 10
differentiate between large and small-scale projects............................................................10
CONCLUSION......................................................................................................................... 12
REFERENCES.......................................................................................................................... 13
LIST OF FIGURES
Figure 1: PDCA Cycle to Support Continuous Improvement.........................................................1
Figure 1: PDCA Cycle to Support Continuous Improvement.........................................................1
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LIST OF TABLES
Table 2: Difference between large and small-scale projects...........................................................1
Table 2: Difference between large and small-scale projects...........................................................1
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INTRODUCTION
Operations and project management is considered as the combination of various practices that
can help the business in achieving an increased amount of efficiency. There are some factors
associated with operation management and these include maintenance, controlling and managing
different activities (Haniff and Caldwell, 2019). Operations management holds a very important
role in an organisation because it involves various processes including planning of the whole
network, handling all process and procedures. Analysis is being done and then on that basis,
concepts of operations management are being used for making an evaluation that can help WH
Smith to grow faster and more efficiently.
1
Operations and project management is considered as the combination of various practices that
can help the business in achieving an increased amount of efficiency. There are some factors
associated with operation management and these include maintenance, controlling and managing
different activities (Haniff and Caldwell, 2019). Operations management holds a very important
role in an organisation because it involves various processes including planning of the whole
network, handling all process and procedures. Analysis is being done and then on that basis,
concepts of operations management are being used for making an evaluation that can help WH
Smith to grow faster and more efficiently.
1
LO1
P1 Critical review of different principles of operations management
Operations can be considered as the activity where the employees are functioning according to
the work requirements (Slack and Brandon -Jones, 2018). There are various principles of
operation management that can be applied by WH Smith as well in order to achieve a sort of
efficiency on their onsite as well as off site operations. Some approaches of the same are
discussed as following:
Taylor’ theory of scientific management
The basic aim of this theory can be considered to make improvements in the efficiency of
various operations of the company but special focus is being made on the productivity of the
employees. This theory basically runs on four basic factors (Papachristos, Jain and Davies,
2018). Some common examples of the same includes the fact that before implementation of any
new process or operation, WH Smith should ensure to have a proper knowledge of the same in
order to avoid any further risks or challenges. Providing proper training and sessions also acts as
an important factor. WH Smith can also ensure one of the basic elements, which includes the
costing system for the company in which WH Smith can arrange various combinations of the
areas where they are using and where they have to use. Therefore, Taylor’s theory can actually
help WH Smith in achieving a maximised rate of production in the market place by providing the
customers, a standard rate of services.
Use of six sigma and lean principles
Involving methods and principles like lean, six sigma can actually help WH Smith in analysing
and implementing the basic aspects of operations and project management, thus also resolving in
major issues of the company. The basic aspects of the same include defining, calculating,
evaluating, modifying and then controlling. Six sigma is considered as a data driven
methodology that can be introduced by WH Smith in order to remove the defects in the product.
After that these defects are being analysed and proper modifications are being done in order to
make it better. Similarly, lean also focuses on the same by involving its basic principles. The
basic aim of this includes the fact that with continuous effort of the team, WH Smith can see
improvements in the work by minimising variation.
1
P1 Critical review of different principles of operations management
Operations can be considered as the activity where the employees are functioning according to
the work requirements (Slack and Brandon -Jones, 2018). There are various principles of
operation management that can be applied by WH Smith as well in order to achieve a sort of
efficiency on their onsite as well as off site operations. Some approaches of the same are
discussed as following:
Taylor’ theory of scientific management
The basic aim of this theory can be considered to make improvements in the efficiency of
various operations of the company but special focus is being made on the productivity of the
employees. This theory basically runs on four basic factors (Papachristos, Jain and Davies,
2018). Some common examples of the same includes the fact that before implementation of any
new process or operation, WH Smith should ensure to have a proper knowledge of the same in
order to avoid any further risks or challenges. Providing proper training and sessions also acts as
an important factor. WH Smith can also ensure one of the basic elements, which includes the
costing system for the company in which WH Smith can arrange various combinations of the
areas where they are using and where they have to use. Therefore, Taylor’s theory can actually
help WH Smith in achieving a maximised rate of production in the market place by providing the
customers, a standard rate of services.
Use of six sigma and lean principles
Involving methods and principles like lean, six sigma can actually help WH Smith in analysing
and implementing the basic aspects of operations and project management, thus also resolving in
major issues of the company. The basic aspects of the same include defining, calculating,
evaluating, modifying and then controlling. Six sigma is considered as a data driven
methodology that can be introduced by WH Smith in order to remove the defects in the product.
After that these defects are being analysed and proper modifications are being done in order to
make it better. Similarly, lean also focuses on the same by involving its basic principles. The
basic aim of this includes the fact that with continuous effort of the team, WH Smith can see
improvements in the work by minimising variation.
1
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M1 Review and critique the implementation of operations management in relation to Six Sigma
methodology and Lean principles
There are various operations management methods and principles that can be used by WH Smith
for enhancing the efficiency and production in the organization. The operations management
helps the WH Smith for managing different functions and operations for enhancing the
operational efficiency, productivity and profitability of the business. An effective operations
management will be helpful for the project managers in the WH Smith to develop effective plan,
forecast and perform various business tasks such as production, marketing, selling and
distribution of the quality products or service to customers for satisfying their needs on-time
efficiently.
There are various types of approaches and methods such as Six Sigma approach and lean
principle approach that can be used by the project managers in the WH Smith for ensuring the
success of the project and enhancing the efficiency of onsite as well as off site operations within
the organization. These approaches and methods will be helpful in reducing the wastage in the
production process and hence enhance the productivity and deliver quality products or services
to customers.
Six Sigma approach: This approach can be followed and used by the project managers in the
WH Smith for eliminating the wastage and defects in the production process, products,
employee’s performance and services for ensuring effective operations of the business. this
approach defines five different stages that can be used by the project manager in the WH Smith
such as define, measure, analyze, improve and control for identifying any defect in products,
services as well as employees performance so that necessary actions can be taken to improve the
quality and overall performance of business organization (S. Reosekar and D. Pohekar, 2014).
By using this approach, various defects and problems can be identified and defined, measuring of
the current performance, analysis of root causes of the defects and problems and then necessary
improvement actions can be determined and implemented to overcome the problems and defects
and last the improved process is maintain and control for satisfying needs of customers and
ensuring the growth of the business.
Lean approach: This approach can be used by the project manager in the WH Smith for
minimizing the wastage in production, efforts of employees or other personnel while serving
customers and delivering products or services. As per lean approach, WH Smith can mainly
2
methodology and Lean principles
There are various operations management methods and principles that can be used by WH Smith
for enhancing the efficiency and production in the organization. The operations management
helps the WH Smith for managing different functions and operations for enhancing the
operational efficiency, productivity and profitability of the business. An effective operations
management will be helpful for the project managers in the WH Smith to develop effective plan,
forecast and perform various business tasks such as production, marketing, selling and
distribution of the quality products or service to customers for satisfying their needs on-time
efficiently.
There are various types of approaches and methods such as Six Sigma approach and lean
principle approach that can be used by the project managers in the WH Smith for ensuring the
success of the project and enhancing the efficiency of onsite as well as off site operations within
the organization. These approaches and methods will be helpful in reducing the wastage in the
production process and hence enhance the productivity and deliver quality products or services
to customers.
Six Sigma approach: This approach can be followed and used by the project managers in the
WH Smith for eliminating the wastage and defects in the production process, products,
employee’s performance and services for ensuring effective operations of the business. this
approach defines five different stages that can be used by the project manager in the WH Smith
such as define, measure, analyze, improve and control for identifying any defect in products,
services as well as employees performance so that necessary actions can be taken to improve the
quality and overall performance of business organization (S. Reosekar and D. Pohekar, 2014).
By using this approach, various defects and problems can be identified and defined, measuring of
the current performance, analysis of root causes of the defects and problems and then necessary
improvement actions can be determined and implemented to overcome the problems and defects
and last the improved process is maintain and control for satisfying needs of customers and
ensuring the growth of the business.
Lean approach: This approach can be used by the project manager in the WH Smith for
minimizing the wastage in production, efforts of employees or other personnel while serving
customers and delivering products or services. As per lean approach, WH Smith can mainly
2
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focus to understand the customer value and to make continuously efforts for increasing the
customer value. The WH Smith can focus to produce and deliver quality products to customers
for creating customer value and satisfying their needs on-time efficiently (Jasti and Kodali,
2015). The lean approach will be useful for the WH Smith for eliminating the wastage in the
production process as well as employees efforts without sacrificing or impacting the productivity
of the business organization. Therefore, WH Smith can enhance productivity, profitability and
customer service within the organization by delivering quality products or services and creating
customer value.
3
customer value. The WH Smith can focus to produce and deliver quality products to customers
for creating customer value and satisfying their needs on-time efficiently (Jasti and Kodali,
2015). The lean approach will be useful for the WH Smith for eliminating the wastage in the
production process as well as employees efforts without sacrificing or impacting the productivity
of the business organization. Therefore, WH Smith can enhance productivity, profitability and
customer service within the organization by delivering quality products or services and creating
customer value.
3
LO2
P2 Continuous improvement plan
In an operational context, WH Smith can introduce various aspects so that they can deal with
majority of the challenges in the work place. There can be various ways and many of them are
discussed as following:
Cost reduction
Cost reduction can help WH Smith in enormous ways as nowadays what customer wants is a low
cost deal (Eyers and Naim, 2019). So, if the firm remains successful enough in providing the
customers, an efficient quality and that too with affordable costs, then there is a higher
probability of the company to attract and gain more employees.
Customer relationship management (CRM)
CRM is classified as a strategy that WH Smith can use for maintaining different operations of the
company by handling efficient relations with the employees as well as with the customers. It is a
very important step to be included in an organisation because while dealing with various
processes and operations, it is equally essential to maintain the relationships within or outside the
organisation. Therefore, WH Smith can ensure implementing the tool for gaining different
objectives and that too at a rapid rate.
4
P2 Continuous improvement plan
In an operational context, WH Smith can introduce various aspects so that they can deal with
majority of the challenges in the work place. There can be various ways and many of them are
discussed as following:
Cost reduction
Cost reduction can help WH Smith in enormous ways as nowadays what customer wants is a low
cost deal (Eyers and Naim, 2019). So, if the firm remains successful enough in providing the
customers, an efficient quality and that too with affordable costs, then there is a higher
probability of the company to attract and gain more employees.
Customer relationship management (CRM)
CRM is classified as a strategy that WH Smith can use for maintaining different operations of the
company by handling efficient relations with the employees as well as with the customers. It is a
very important step to be included in an organisation because while dealing with various
processes and operations, it is equally essential to maintain the relationships within or outside the
organisation. Therefore, WH Smith can ensure implementing the tool for gaining different
objectives and that too at a rapid rate.
4
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M2 Analyse the effectiveness of a continuous improvement plan using appropriate theories,
concepts and/or models.
It is essential for the WH Smith to develop appropriate plan, policies and strategies for reducing
and minimizing the cost of production and enhancing and improving the quality of products or
services so that business can satisfy the customer needs and hence improve the productivity and
profitability. The effective plan can be developed for making continuous improvement in the
products or services quality so that customers need be satisfied and sustainable business growth
can be ensured (Dessinger and Moseley, 2015). The continuous improvement plan will include
the continuous improvement in the production process, product and service quality and
employees performance so the business productivity and profitability can be improved by
improving customer service and satisfaction.
PDCA Cycle to Support Continuous Improvement model can be used for analyzing the
effectiveness of the plan in WH Smith for improving overall quality of the products, services,
processes and resolving various problems. By applying and using PDCA cycle, possible
solutions to the problems can be tested, result can be assessed and then best one solution can be
implemented to resolve problem and improve the quality and overall performance of the business
organization. PDCA cycle provides effective approach for managing the change and resolving
various problems. Following are given below components of the PDCA cycle i.e. Plan-Do-
Check-Act that can be applied and use for developing plan and improving products or services,
processes and resolving various problems:
Figure 1: PDCA Cycle to Support Continuous Improvement
5
concepts and/or models.
It is essential for the WH Smith to develop appropriate plan, policies and strategies for reducing
and minimizing the cost of production and enhancing and improving the quality of products or
services so that business can satisfy the customer needs and hence improve the productivity and
profitability. The effective plan can be developed for making continuous improvement in the
products or services quality so that customers need be satisfied and sustainable business growth
can be ensured (Dessinger and Moseley, 2015). The continuous improvement plan will include
the continuous improvement in the production process, product and service quality and
employees performance so the business productivity and profitability can be improved by
improving customer service and satisfaction.
PDCA Cycle to Support Continuous Improvement model can be used for analyzing the
effectiveness of the plan in WH Smith for improving overall quality of the products, services,
processes and resolving various problems. By applying and using PDCA cycle, possible
solutions to the problems can be tested, result can be assessed and then best one solution can be
implemented to resolve problem and improve the quality and overall performance of the business
organization. PDCA cycle provides effective approach for managing the change and resolving
various problems. Following are given below components of the PDCA cycle i.e. Plan-Do-
Check-Act that can be applied and use for developing plan and improving products or services,
processes and resolving various problems:
Figure 1: PDCA Cycle to Support Continuous Improvement
5
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(Source: www.assetivity.com.au, 2019)
Plan: This stage involves developing plan for gathering data and identifying problems and root
cause of problems. The project manager in the WH Smith can identify the main root cause of the
decrease in customer service and sales of the business so that appropriate hypothesis can be
developed to overcome this problem (Backlund et.al, 2015).
Do: In this stage, the project manager in the WH Smith needs to develop appropriate solutions
and implement it into the workplace so that the customer service as well as the sales of the
business can be enhanced. It will be essential for the WH Smith for developing effective business
and marketing strategies for improving customer service and sales of products.
Check: After the implementation of appropriate business and marketing strategies, the next step
is to check the effectiveness of the strategies in increasing and improving customer service and
sales of the business.
Act: After implementation of the appropriate strategies and analysis, it has identified that there is
any gap or ineffectiveness in the business and market strategies then next step will be to take
corrective action and develop more effective solution to improve and increase customer service
and sales of the business (Backlund et.al, 2015). And if the developed strategies are successful
then recommend it for the future problem.
6
Plan: This stage involves developing plan for gathering data and identifying problems and root
cause of problems. The project manager in the WH Smith can identify the main root cause of the
decrease in customer service and sales of the business so that appropriate hypothesis can be
developed to overcome this problem (Backlund et.al, 2015).
Do: In this stage, the project manager in the WH Smith needs to develop appropriate solutions
and implement it into the workplace so that the customer service as well as the sales of the
business can be enhanced. It will be essential for the WH Smith for developing effective business
and marketing strategies for improving customer service and sales of products.
Check: After the implementation of appropriate business and marketing strategies, the next step
is to check the effectiveness of the strategies in increasing and improving customer service and
sales of the business.
Act: After implementation of the appropriate strategies and analysis, it has identified that there is
any gap or ineffectiveness in the business and market strategies then next step will be to take
corrective action and develop more effective solution to improve and increase customer service
and sales of the business (Backlund et.al, 2015). And if the developed strategies are successful
then recommend it for the future problem.
6
LO3
P3 Application of difference stages of the organisation
The application of project life cycle on WH Smith can be discussed within a few steps and these
are discussed as following:
Initiation is considered as the first step in which WH Smith can start thinking and discussing
about the areas which needs to be included or improved in the work place. The business
environment of the WH Smith can be analysed because after that it can actually get clear that
what the areas that needs some sort of improvement are. After that, a proper planning can be
made in which the management at WH Smith can decide the ways to implement or improve the
required factors (Slack and Brandon - Jones, 2018). After a proper and complete planning,
execution of the same takes place where it is ensured that the factors have been executed
successfully. Then closure of the same is done so that now the firm can focus on further
operations in the betterment of the company.
Business Case
There are various project management tools such as lean principles, six sigma, customer
relationship management etc. that can help WH Smith in an improved version of the factors.
Some theories and practices can be added in order to implement an efficient and advanced
business case for WH Smith which acquires all the basic and required factors. While managing
the documentation of the project, a complete planning is required which enquires different basic
factors such as cost planning, benefits evaluation and the work breakdown structure (Eyers and
Naim, 2019). The activities and operations that WH Smith is planning to include should be cost
friendly so that it can attract much number of customers and that too at a rapid rate. Therefore,
some factors while managing operations in WH Smith include analysing the cost benefits for the
customers, providing them an efficient amount of services, taking care of employees by dividing
all the work equally among all. Therefore, these factors can be considered as the essential ones
that can help WH Smith in including ways that can actually help them in attracting major
customer ratio, thus providing them an efficient and better service rate. It is important because on
that basis only, further evaluations can be done accordingly. Therefore, these factors can be
implemented and evaluated efficiently for achieving better outputs.
7
P3 Application of difference stages of the organisation
The application of project life cycle on WH Smith can be discussed within a few steps and these
are discussed as following:
Initiation is considered as the first step in which WH Smith can start thinking and discussing
about the areas which needs to be included or improved in the work place. The business
environment of the WH Smith can be analysed because after that it can actually get clear that
what the areas that needs some sort of improvement are. After that, a proper planning can be
made in which the management at WH Smith can decide the ways to implement or improve the
required factors (Slack and Brandon - Jones, 2018). After a proper and complete planning,
execution of the same takes place where it is ensured that the factors have been executed
successfully. Then closure of the same is done so that now the firm can focus on further
operations in the betterment of the company.
Business Case
There are various project management tools such as lean principles, six sigma, customer
relationship management etc. that can help WH Smith in an improved version of the factors.
Some theories and practices can be added in order to implement an efficient and advanced
business case for WH Smith which acquires all the basic and required factors. While managing
the documentation of the project, a complete planning is required which enquires different basic
factors such as cost planning, benefits evaluation and the work breakdown structure (Eyers and
Naim, 2019). The activities and operations that WH Smith is planning to include should be cost
friendly so that it can attract much number of customers and that too at a rapid rate. Therefore,
some factors while managing operations in WH Smith include analysing the cost benefits for the
customers, providing them an efficient amount of services, taking care of employees by dividing
all the work equally among all. Therefore, these factors can be considered as the essential ones
that can help WH Smith in including ways that can actually help them in attracting major
customer ratio, thus providing them an efficient and better service rate. It is important because on
that basis only, further evaluations can be done accordingly. Therefore, these factors can be
implemented and evaluated efficiently for achieving better outputs.
7
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