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Operation Management Degree Case Study
Pages 12 (3012 words)
Quality is an issue at Wishton House. The development of "Rebellion Arising 4" (RA4) was behind schedule and costs were rising. There were many errors that were occurring with RA4 and it was stalling progress. The range of complaints and concerns raised by staff from various departments were:
They are behind schedule with RA4.
Susan has mentioned that they discuss the issue at the caf' when they meet. The caf' was very good in many respects, but problems were occurring since the new manager had taken over towards the end of the previous year. The caf' offered hot food for breakfast and lunch, snacks and sandwiches throughout the day and an out-of-hour's service area with tea and coffee and machine-supplied snacks. This had been a replacement for the 'hot food' service that had been available the previous year as part of cost saving measures that the new manager introduced. At that time, the software developers used to use the caf' in the evening, as they often worked late into the night but were rarely to be seen in the current times.
Added to the above, the standard of the freshly prepared food varied enormously and stock outs were getting worse with more occasions when ingredients were missing or late and even some of the snacks supplies were becoming erratic. The canteen manager appeared to be having problems with a number of suppliers and this was having a big impact on the service offered.
Obviously, there is a difference between the definition of quality for the caf' and the development team. The difference is limited to the kind of problems. However, conditions both at the caf' and the development team were worsening.
Hassan needs to get to grips with the software development teams. ...
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