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Please download the following three files
Guidelines for Journals
Each week, you write in Canvas to answer every question in the end of every PPT/PDF of the
same week. Your answers are a direct response to my questions and a self inquiry to satisfy your
inner hunger for knowledge. You should start by repeating my question, followed by your
answer and additional thoughts, and references if any, for over 150 words. (see examples) Be
sure to provide a link if you reference anything online. Please submit work before weekly
deadline on Saturday. Canvas keeps all your submissions and I am able to see them all when I
grade them twice a quarter. Your work is considered late if it’s not in by the weekly deadline.
Journal Grading Rubric
Sample Entries for Journal (good examples)
(exceeding word count minimum, separate paragraphs, personal experiences, personal thoughts,
reference to course materials, answers to all questions)
(Repeating question, exceeding minimum word count, detailed explanations with personal/work
Everyone: Do you practice Mise En Place in your everyday life? Why or why not? Explain and
give two examples at least.
I do practice mise en place to some extent. Mise en place is a French term meaning put in place.
It teaches us to prepare for the upcoming tasks with all the materials and processes ready ahead
of time. In the podcast, I also learned the seemingly contradictory way of going slow so you can
go fast. Taking time to plan and prepare oftentimes makes things a lot easier and faster when it
comes down to execution. If one rushes into doing things without much preparation and thinking,
it may not save time in the end as it may require second or third stitches to save it. So this “go
slow to go fast” makes a lot of sense to me.
When I cook, I put out all the ingredients and seasonings. I’d wash the veggies, cut the meats,
and take the seasonings out near the stove so I can access them when needed. And the cooking
does not start from the kitchen; I plan ahead for the meals I wanted to prepare then come up with
a shopping list so I get all the ingredients I need at the supermarket. I also browse supermarket
flyers so I know what’s on sale therefore I can save money on family meals with these items.
At work, if I have a meeting tomorrow, I’d prepare the meeting materials the night before and
put them in a folder so the next morning it’s grab and go. I also mentally go over the meeting
process and read the background information to make up my mind and take my positions before
the meeting. I may be convinced by my colleagues to take a different position at the meeting but
I pretty much know what I would say before I enter the meeting room.
I am glad we are learning this mise en place in this class. Now I know what I have been doing
right is based on scientific research! I’d be more systematic in the future when it comes to
organization and implementation of tasks.
(Repeating question, exceeding word count minimum, answering all sub-questions, detailed
explanations with personal/work experiences, arguments backed by evidence in real life cases
and theoretical references)
1. What is Customer Lifetime Value and how do companies use it to drive revenue growth?
Should companies treat customers differently based on their CLVs? Why or why not?
Customer Lifetime Value is the total revenues a customer brings to the company over the
lifetime the customer does business with the company. Over time, customers leave the company
because of demographic changes, relocation, changes in preferences, dissatisfaction with the
product or service, or other reasons.
Companies should treat customers differently based on the “values” or profits that they bring to
the company. The relationship between customers and companies is one of the most important
factors of the competitive advantage because “customer satisfaction and loyalty affects the
bottom line.” (Pg.57). Competitive advantage is described as “a firm’s ability to achieve market
and financial superiority over its competitors.” (Pg. 71). In my opinion, a company benefits
greatly from the relationships that it builds with its customers because it creates an avenue for
financial and market growth.
Customer loyalty continues to drive profits even during slow economic periods. Loyalty
marketing is an example of how businesses can focus on retaining and growing their customer
base by providing incentives to customers. This is why Macy’s always has special deals and
exclusive promotions for their credit card holders. Other companies in retail, tourism, travel,
hospitality also have developed similar programs to deepen their relationships with customers
and to drive revenues growth.
Recently, there has been a push to incorporate social media into loyalty marketing. Companies
are now providing incentives to customers that subscribe to the various outlets of social media
that are used by the company. For example, companies are now using Facebook and Twitter to
advertise special incentives to those who subscribe to their feeds. Loyalty marketing has a
significant impact when combined with social media because it reaches target markets fast. It is
also an effective way for companies to reach into new markets with minimal effort or expense.
References: Collier, David A., and James R. Evans. OM4. Mason, OH: South-Western Cengage
Sample Entries for Journal (bad examples)
(missing one or more: not enough words, one big paragraph, quotes from web without reference,
no reference to course materials, not answering all questions, one entry for three questions, not
including my original question)
(Personal opinion, no references) Jack Welch: I don’t like his style. I think he is too mean.
Managers should be kind. They should keep employees happy to be productive.
(Really?) Please develop a quantifiable measurement for the quality of In-N-Out hamburgers:
Sorry but I am a vegetarian so I wouldn’t know.
(Definition) MTO: Make to order, a way to make stuff.
(Not meeting word count minimum, two answers in one entry, not separating answers, not
answering questions fully)
Everyone: Describe the servicescape of a family doctor’s clinic.
2. Find a low contact service and explain why low contact is preferred or beneficial.
The service scape of a family’s doctor clinic is sort of the same throughout all medical
professions. They all have a waiting room/ lobby where the patients sit before being seen by the
doctors. Receptionist desk is where you’re first helped and asked to fill out any paperwork.
Normally credentials or certificates will be displayed around the reception area. Family doctor
clinics are distinguished by a small section normally designated for children filled with books
and toys. One low contact service that i found is the automated self serve car washes. Low
contact is preferred and beneficial for many reasons. These car washes give a full car wash
within minutes and let you vacuum on your own. This can be seen as preferred or beneficial
because it removes human error and lets you vacuum to your liking. No dialogue or transaction
interactions also aids in reducing the time you spend cleaning your vehicle.
(Not repeating question, not meeting word count minimum, two answers in one entry, no depth,
writing is distractive, can you capitalize I?)
The product i found i like that is designed for the environment is bamboo straws. They are not
only aesthetically fun, but also an eco friendly alternative to plastic straws. These straws are
made from regular bamboo stalks, which means they do not under go any sort of processing, and
can be washed and reused. The example i found for a product that adds a pink tax is women’s
shaving razors. This product is the exact same as the mens counterpart, but has something known
as the pink tax taking effect, which ups the price. This is a price discrimination since its a
women’s product and the sellers know its a necessity for them.
This course is “Operations Management For Competitive Advantage”. Please answer the following questions and strictly follow the requirements of “Guidelines for weekly Journals” in the PDF file.
Be sure to read the documents in PDF 1 before answering
200-250 words for each question
The most important grading requirement is: 10 pts
Easy to read entries reflect readings or research done well, are comprehensive, use personal examples and references when used, and relate directly to questions.
Week 7: How things are made
Please read the “1” pdf and answer the following questions
· 7G Manufacturing processes
Please research the following questions and provide evidence to support your answers. (PDF 1 page 22)
1. Think of one product and one service that you purchase from MTO and then one each from MTS, what are some major differences? Be specific.
2. What would be the best process for each of the following and why: mortgage applications, building 6 UCR learning centers in CA, LASIK eye surgery
3. Watch the class videos then answer the following:
(The video is in the link below, Answers to each question of 250 words or more)
1) What’s the problem and how can it be improved with I Love Lucy’s assembly line?
2) How can the Amish barn raising example be improved, other than using modern power tools?
Reference video given by professor
Product process matrix
Amish barn raising
3-D printed home for sale
Krispy Kreme Donuts
The Art of Teppanyaki
I want Kura sushi!
I love Lucy
Typical product cost
A sequence of operations and processes designed to
create a specific product or service, the process of
turning materials into a product.
Standard, or make-to-stock (MTS), goods and
services are made according to a fixed design, then
put into inventory (stock). Customers have no or few
options from which to choose.
• Examples are appliances, shoes, sporting goods,
credit cards, online courses, and scheduled bus
services. Customers take whatever is offered from
the lineup with little or no customization.
Strategy Decisions – MTS
Custom, or make-to-order (MTO), goods and
services are designed to meet specific customers’
specifications then produced and delivered as one-of-
a-kind or in small quantities.
• Examples: ships, weddings, certain jewelry, estate
plans, buildings, and surgery.
Option, or assemble-to-order (ATO), goods and
services are configurations of standard parts,
subassemblies, or services that can be selected by
customers from a limited set.
• Examples: Dell computers, Subway sandwiches,
machine tools, and travel agent services.
Strategy Decisions – MTO and ATO
Engineer to Order
years, and over
Variety Many Few
Volume Small Large
Investment Small Large
Time frame Short Long
Cost per unit High Low
Labor % and cost High Low
Manufacturing Process Decisions
• Projects and job shops are flexible and capable of
customizing work for individual customers. They may
consist of many smaller tasks and activities that are
coordinated and completed to finish on time and
Characteristics: One-of-a-kind, complex and large
scale at times, wide variation in specs and tasks.
Examples: legal service, construction, custom
jewelry, consulting, surgery, hair cut, and
Projects or Job Shops
• Batch is a small scale assembly line with a series of
activities or steps to produce a little more variety of
goods or services. It’s more flexible and more costly
than assembly lines.
Characteristics: general or specialized equipment
used to producing small quantity of goods or
services that have variety, but use similar
sequence of process steps.
Examples: bakery switching from loaves of bread
to muffins to cup cakes to dinner rolls in small
Line or Mass
• Assembly Lines are organized around a series of
activities or steps to produce a limited variety of
similar goods or services. Value is added at each
step in the assembly line.
Characteristics: specialized equipment dedicated
to producing large quantity of goods or services
that are similar, using similar sequence of
Examples: automobiles, appliances, production
of insurance policies and checking account
statements, and hospital laboratory work.
Assembly Line or Mass Production
• A continuous flow process creates highly
standardized goods or services, usually around the
clock non-stop in very high volumes.
Characteristics: Very high volumes in a fixed
processing sequence, high investment in system,
24-hour/7-day continuous operation, automated,
dedicated to almost identical goods or services.
Examples: chemical products, gasoline, electricity,
municipal water supply, steel factories.
• Computer/software based: CAD/CAM, CNC
• Material removing: Water jet cutting, laser process,
drilling, milling, turning, grinding, sawing, etc.
• Automated Systems: Assembly systems, transfer
machines, and Flexible Manufacturing Systems (FMS)
• Additive Processes: 3D printing, laser sintering, and
• Material handling systems: Conveyors, automated
wire guided vehicles, and robots
• Smart factories: sensor-equipped factories with
automated decision making, also farms and fisheries
Industry 4.0 Implications
• Smart building management monitors energy usage of
machinery, lighting, HVAC, and fire safety systems.
• Predictive (remote) maintenance tracks patterns of
failures effectively, no more ‘if it ain’t broke, don’t fix it’
• Augmented reality uses computer-aided data, diagrams
and drawings to help repairment in their line-of-sight.
• Real-time routing and supply chain optimization
maximizes productivity of people and equipment.
• Rapid experimentation, simulation, and concurrent
engineering shortens time to market.
• Customer co-creation innovates and customizes.
New Manufacturing Technologies
• Transportation: scheduled bus service, Dial-A-Ride
• Information services: Canvas 24/7 support line
• Education: Coursera, Udacity
• Banking: Online banking, centralized bank tellers
• Healthcare: Predictive maintenance, gene therapy
• Restaurants: Cisco central R&D and kitchen, Open
Table automates reservation systems
• Real estate: Zillow and Redfin
Applications in Services
Applications in Services
Soccer team car wash
ZillowTraditional RE Agent
Fairway car wash
What’s the Difference?
Sushi chef Rotating sushi restaurant
Different processes can be used to make similar products.
What are the implications of different process choices?
Analyze This Steak Dinner!
Please research the following questions and
provide evidence to support your answers.
Everyone: Think of one product and one service that you
purchase from MTO and then one each from MTS, what are
some major differences? Be specific.
Everyone: What would be the best process for each of the
following and why: mortgage applications, building 6 UCR
learning centers in CA, LASIK eye surgery
Everyone: Watch the class videos then answer the following:
1. What’s the problem and how can it be improved with I
Love Lucy’s assembly line?
2. How can the Amish barn raising example be improved,
other than using modern power tools?
Be sure your group is ready to lead and/or
discuss the following question in class, with
research or facts-based evidence.
With Industry 4.0 on the rise, and manufactuers
pondering return to the U.S. options, how would
the manufacturing processes evolve/change?
Please discuss with lessons learned so far in
product/service design, processes, global
manufacturing, value, and time-based
competition. (Hint: could the same/different
products be made differently therefore returning
to the U.S. is more or less attractive?)
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