LOG202: Select a Company that you are Familiar with or one that you are Working/Interning in: Managing Operations Assignment, SUSS, Singapore

Question 1
Select a company that you are familiar with or one that you are working/interning in. This company should be in either the manufacturing or service sector.

(a) Present the customer benefit package (CBP) of this company with the aid of a sketch. Explain how the CBP provides value to the customers.
Give examples of processes that you think are necessary to create and deliver goods or services in the CBP you have presented. You should also comment on issues that need to be considered in designing these processes.

[Note: It is important that you contextualize your answer to the company and not give generic answers. Your write-up, excluding the CBP

(b) Suppose that the estimated value of a loyal customer is $60 per year. The gross margin is 50%. Customers buy this product every two years. Assume that the defection rate, r, is given by r = X + 10 percent, where X is the last digit of your Student PI number.

Example: If your PI number is W1234567, then X = 7 and the defection rate r = 7 + 10= 17.

What is the revenue per unit? Suggest ways to increase the value of a loyal customer (VLC) by giving examples based on your chosen company.

Question 2
Assume you are part of the design team tasked to come up with a new and innovative product or service in a manufacturing or service company. Management is optimistic about economic recovery in the wake of the Covid-19 pandemic. The company is gearing up for growth in the local market with an eye to expand its business in the region. Your team has to listen to the voice of your customers. Use the House of Quality concept to guide your ideas.

Select the product or service that you have in mind. Describe this product or service.

Discuss how you would come up with a customer-focussed design for this product or service you have in mind.

Highlight the features of your House of Quality matrix. State any assumptions made in your answer.

You need to have at least 5 customer requirements, 4 technical features, and 2 competitors in your matrix.