The document is an outcome of internal and external research as it gives up to date examples that apply in today`s operations management. Theories and models are summarised and simplified with vivid examples.
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The study pack is centred on AOM4801 study guide. It is a product of internal and external
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, Compiled by Tello Email:muzavazi47@gmail.com mobile:+27717513144
Table of Contents
DISCLAIMER ...................................................................................................................... 1
AOM4801 Part 1 Section 2 ................................................................................................... 3
Measuring performance in operation and value chains. .......................................................... 3
i. Financial measures. .................................................................................................... 3
ii. Quality ....................................................................................................................... 3
a. Tangibles ................................................................................................................ 4
b. Reliability ............................................................................................................... 4
c. Responsiveness. ...................................................................................................... 4
d. Assurance. .............................................................................................................. 4
e. Empathy.................................................................................................................. 5
iii. Productivity and operational efficiency. ...................................................................... 5
Linking Internal and External Measures. ............................................................................... 6
The value of a loyal customer (VLC). ................................................................................... 7
Models of organisational performance. .................................................................................. 7
Malcolm Baldrige Performance Excellence Framework. .................................................... 7
The balanced score card..................................................................................................... 8
i. Financial Perspective: ................................................................................................. 9
ii. Customer Perspective: ................................................................................................ 9
iii. Innovation and Learning Perspective: ......................................................................... 9
iv. Internal Perspective: ................................................................................................... 9
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