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.
Compiled by Tello Email:muzavazi47@gmail.com mobile:+27717513144
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The study pack is centred on AOM4801 study guide. It is a product of internal and external
research that includes the study guide, prescribed text books and other authentic external
sources. It is therefore, advised for students not to share it as it is for the benefit of up-to
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+27717513144 Page 1
, 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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