The purpose of this project is to have students explore, in modest depth, the operations function of an existing service organization of their choosing. On completion of the project students should:

• understand how a service is generated and delivered to the customer using one service delivery system; and

• have explored in depth the operations management activities in the organization.

In order to achieve these goals, each group is expected to select a service organization (a firm, the service function in a manufacturing organization, government entity, health service organization, and so on.) and complete the following activities:

• Document current operations. Using flowcharts, job analyses, job descriptions, verbal explanations, or similar methods, explain the operations activities and technology for the firm. Specifically, the various inputs, transformation processes, and several outputs must be identified.

• Detail OM activities. Carefully and in depth, describe how the 6 out of 10 OM activities are performed in the firm.

• Identify a problem. For at least one of the activities discussed above, identify at one operating problem in the firm. Document this problem. Describe the problem as is currently understood; attach any company literature or documentation of the problem.

• Propose a solution. Suggest one or more tentative solutions to the problem. Provide detailed explanation so that a reader will gain a basic understanding of what is proposed.

• Prepare a written report.