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About this document
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- 5 pages
- Price
- $5 one-time, yours to keep
- Membership
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- Format
- Subject
- Business Management, Operations Management
This case study describes the implementation of an Operations Assurance Framework by OnTrac at a collections process of a computer manufacturer. It details the situation before implementation, the solution identified, and the results achieved. It is useful for understanding how to improve operations management and ensure sustainability.
What's inside
- Situation before implementation
- Solution identified by OnTrac
- Implementation process
- Post-implementation results
- Testimonials from participants
Who it is for: Students of business management and operations management. (Undergraduate)
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Summary
A case study shows how a company improved its collections process. Students learn about the Operations Assurance Framework and how it was applied.
The Problem
A large computer manufacturer had quality and profit concerns. Service levels were low. Management wanted an outside expert to help.
The Solution
OnTrac studied the current operations. They found managers spent too much time on processes and not enough on people. A plan was made to fix this.
The Implementation
OnTrac worked with team managers. They created a roadmap for operations routines. The consultant coached managers to be more effective.
The Results
Quality scores and profits improved. The team was more energized. The new routines became part of the process.
Key terms
- Operations Assurance Framework
- A structured approach to improve operations.
- Quality as a metric
- A measure of how good the service is.
- Service levels
- The standard of service provided.
- Operations routines
- Regular tasks that are part of the operations.
- Time management
- How time is spent on different tasks.
- Frontline employees
- Staff who deal directly with customers or processes.
Questions this document helps with
- How can operations be improved?
- What is the Operations Assurance Framework?
- How can managers balance process and people work?
Summary written with AI from the document's text.
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