Service and operation management (GC091)
Table of Contents
1.0 An introduction and overview of your chosen operation.
2.0 Layout- describe the type(s) of the layout used in the delivery of the product/service, and identify any areas of concern 4
The floor layout of Zamzam International
Store layout of Zamzam International
3.0 An analysis of the operational challenges using the 4V’s model as a basis.
4.0 Define the customer objectives and expectations, and critically analyze the performance against the objectives and expectations.
5.0 Identify two improvements you would recommend to the operation and justify your answers.
Need to improve customer service.
Need to improve standardization.
References
1.0 An introduction and overview of your chosen operation
Zamzam International is a small-sized company which is located in East London in the UK. In 1980, this company established as the family-run business. Zamzam International sells different types of Islamic products including Islamic books, Islamic magazines, halal perfume, Hajj and Ramadan products, and Dates and Sweets to its customers. This departmental store tries from their heart and soul to satisfy the customers by creating a good relationship with them (Zamzam Direct Limited, 2017).
Zamzam International has established its online selling site Zamzamdirect.com for the last few years. This company is located at Hill and Dale Ltd T/A ZAMZAM, 388 Green Street, London, E13 9AP. This departmental store is opening from 9.00 am to 9:00 pm from Monday to Saturday, and 10:00 am – 7 pm on Sunday (Zamzam Direct Limited, 2017).
Zamzam International offers Hajj and Ramadan products, Islamic books, health and beauty products, clothing and halal perfumes for its customers. In addition, this company also sells different types of decorations and gift products, CD/DVD, children products, Software for computers, and Dates and Sweets (Zamzam Direct Limited, 2018).
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2.0 Layout- describe the type(s) of the layout used in the delivery of the product/service, and identify any areas of concern
According to Sanders and Reid (2016) said that there are mainly four types of layouts such as product layout, process or functional layout, fixed position layout and combination layout. Product or line layout means the arrangement of all the production machines and processing equipment according to the products’ sequence. In addition, process or functional layout is mainly used for the low volume of production.
Moreover, the fixed position layout includes the key materials, components, machinery, tools and other equipment that are transported to a fixed location. Furthermore, the combination type of layout is mainly used in the current business situation. In terms of Zamzam International, this company focuses on the product or line layout because its products are maintained sequentially in the store (Zamzam Direct Limited, 2018).
The floor layout of Zamzam International
Zamzam International is located in UK’s attractive or famous place named East London (Zamzam Direct Limited, 2017). This location is famous because it is a convenient place for customers. On the other hand, Zamzam International has a well-decorated store along with proper lighting, attractive design, air-conditioned and others…….
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