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A Case solution

(Case topic: SHEENA)


Submitted to
Md. Shakhawat Hossain Lecturer, Department of Management Studies, Faculty of Business Administration and Management Course code: MST418 Course title: Production and operation management

Submitted by
Dibakar Chandra das Roll no: 019, Reg. no: 01881 Level-4, Semester-I Session: 2008-2009 Faculty of Business Administration and Management

Submission date: 07/02/2012

Patuakhali Science and Technology University Dumki, Patuakhali-8602

CASE: SHEENA: Sheena had worked for the same Fortune 500 Company for most 15 years. Although the company had gone through some tough times, things were starting to turn around. Customer orders were up, and quality and productivity had improved dramatically from what they had been only a few years earlier due companywide quality improvement program. So, it comes as a real shock to Sheena and about 400 of her co-workers when they were suddenly terminated following the new CEOs decision to downsize the company. After recovering from the initial shock, Sheena tried to find employment elsewhere. Despite her efforts, after eight months of searching she was no closer to finding a job than the day she started. Her funds were being depleted and she was getting more discouraged. There was one bright spot, though: She was able to bring in a little money by mowing lawns for her neighbors. She got involved quite by chance when she heard one neighbor remark that now that his children were on their own; nobody was around to cut the grass. Almost jokingly, Sheena asked him how much hed be willing to pay. Soon Sheena was mowing the lawns of five neighbors. Other neighbors wanted her to work on their lawns, but she didnt feel that she could spare any more time from her job search. However, as the rejection letters began to pile up, Sheena knew she had to make an important decision in her life. On a rainy Tuesday morning, she decided to go into business for herself taking care of neighborhood lawns. She was relieved to give up the stress of job hunting, and she was excited about the prospects of being her own boss. But she was also fearful of being completely on her own. Nevertheless, Sheena was determined to make a go of it. At first, business was a little slow, but once people realized Sheena was available, many asked her to take care of their lawns. Some people were simply glad to turn - the work over to her; others switched from professional lawn care services. By the end of her first year in business, Sheena knew she could earn a living this way. She also performed other services such as fertilizing lawns, weeding gardens, and trimming shrubbery. Business became so good that Sheena hired two part-time workers to assist her and, even then, she believed she could expand further if she wanted to.

Questions:

1. In what ways are Sheenas customers most likely to judge the quality of her lawn care services? 2. Sheena is the operations manager of her business. Among her responsibilities are forecasting, inventory management, scheduling, quality assurance, and maintenance. a) What kinds of things would likely require forecasts? b) What inventory items does Sheena probably have? Name one inventory decision she has to make periodically. c) What scheduling must she do? What things might occur to disrupt schedules and cause Sheena to reschedule? d) How important is quality assurance to Sheenas business? Explain. e) What kinds of maintenance must be performed? 3. What are some of the trade-offs that Sheena probably considered relative to: a) Working for a company instead of for herself? b) Expanding the business? 4. The town is considering an ordinance that would prohibit putting grass clippings at the curb for pickup because local landfills cannot handle the volume. What options might Sheena consider if the ordinance is passed? Name two advantages and two drawbacks of each option.

Case solution:

Questions and answers

1. In what ways are Sheenas customers most likely to judge the quality of her lawn care services? ANSWER: This judgment varies from customer to customer. Customer may judge the previous services of Sheena. Again the customer may consider the availability of Sheena. But the proper way is to communicate with Sheens previous customers. 2. Sheena is the operations manager of her business. Among her responsibilities are forecasting, inventory management, scheduling, quality assurance, and maintenance. A. What kinds of things would likely require forecasts? ANSWER: For fertilizing the lawns, weeding the garden and mowing the lawns weather, time and material price forecasting are necessary. B. What inventory items does Sheena probably have? Name one inventory decision she has to make periodically. ANSWER: Seed, fertilizer, rope, bamboo, mower may be the inventory of Sheenas business. The major inventory decision of Sheena may be: Whether Sheena will hold more inventory of fertilizer for the next period or not? C. What scheduling must she do? What things might occur to disrupt schedules and cause Sheena to reschedule? ANSWER: Sheena has to make time schedule for mowing and fertilizing. Natural disaster, customer demand may disrupt schedule. D. How important is quality assurance to Sheenas business? Explain. ANSWER: Quality assurance is must for Sheenas business because customer satisfaction mainly depends on the service quality. So if Sheena can ensure a better quality then market demand will upward. E. What kinds of maintenance must be performed? ANSWER: Mainly equipment maintenance is necessary for Sheenas business. These equipments are mower, scythe, tractor etc.

3. What are some of the trade-offs that Sheena probably considered relative to: a) Working for a company instead of for herself? b) Expanding the business? ANSWER: If she works in a company then she have to work under others but if he expand her business then she will be her own boss. Getting a job in company is very touch but starting a business was easier for her In company she has to improve her quality, but in her business she has desired qualification. 4. The town is considering an ordinance that would prohibit putting grass clippings at the curb for pickup because local landfills cannot handle the volume. What options might Sheena consider if the ordinance is passed? Name two advantages and two drawbacks of each option. ANSWER: Option 1: Sheena can use a personal carrying van. Advantage: More capacity. No legal problem. Disadvantage: High cost for buying a van. High maintenance cost. Option 2: Sheena can use it as animal food. Advantage: No investment is needed. Extra income may be generated. Disadvantage: Unavailability of animal. Time consuming.

Case Reference:
S. Anil Kumar & N. Suresh, Production and operation management (with skill development, case lets and cases), 2nd edition, new age international publisher, New Delhi, Page: 18