OPERATIONAL MANAGEMENT

Order Qualifier, Order Losing Sensitive Criteria and the Order Winners

Study of Preventive Maintenance Issues for Vacuum Cleaner

BY:

CHETAN JAIN (GSEP13GLSCM041)

2.

Q- ORDER QUALIFIERS QQ- ORDER LOSING SENSITIVE CRITERIA NUMERIC- ORDER WINNERS (RATED OUT OF 100)

A Fast Food Joint, having franchised 150 outlet

Criteria Home Delivery Registration Certificate Food variety Quality of Food Service Time Location Items Price Surrounding Incentives / Gifts

Weightage Q Q QQ QQ QQ 40 25 25 10

A Call Centre with 400 employee operating in India, for a US based Insurance Company

Criteria Billing Rate Historical performance record Background of employee in Insurance Sector Infrastructure Availability Response Time Companys image Client Feedback Degree of Response Training Program Flexible timing
A Taxi Service in Singapore having a fleet of 500 cars

Weightage Q Q Q Q QQ 15 15 30 10 30

Criteria Quality of Drivers Safety (registered, equipment etc.) Charges / km Response Time Payment Option Choice of Cars Overall Service Quality Internet Booking GPS Service

Weightage Q Q QQ QQ 20 15 30 25 10

A Courier Service Company

Criteria Delivery Reliability Online Tracking (LIVE Status) Speed of Delivery Insurance of Courier Freight Rate Worldwide Coverage Past Performance Pick up Facility Packaging

Weightage Q Q Q Q QQ QQ 40 30 30

A Rent-a-Car Agency having 100 Cars

Criteria Availability of Cars Administrative work GPS Variety of Cars Insurance Services Pick up Facility Online Booking Cars Condition Rental Charges Breakdown Assistance Payment Options
A Car Wash company having 200 franchisees

Weightage Q Q Q QQ QQ 25 15 20 20 10 10

Criteria Distance of service centers Washing Charges Waiting Time Behavior of Personnel Quality of Cleaning In force Technology Home Pick up and Drop Facility Waiting room Facility Other Services

Weightage Q Q QQ QQ QQ 30 30 20 20

A Casino

Criteria Surrounding Safety / Security Customer Care Game mix Credit Facility (Cash/others) Size of Casino Money Exchanger / ATM BID/OFFER price Quality Crowd Incentives
Mobile Phone Service Provider

Weightage Q Q Q QQ QQ QQ 30 30 20 20

Criteria Recharge Options (e-top up/voucher) Roaming Facility Voice Quality Tariff Rate Network Coverage Internet Plans Mix of Plans Online Billing / Top up voucher Transition Time Brand Name
A Travel Agency dealing with corporate clients

Weightage Q Q Q QQ QQ 30 25 25 10 10

Criteria Certification of agency Customer Relationship Price (Best Deal) Quality of Service Reliability No of passengers / week Options available (Joint Services) Corporate discounts Online Booking facility Modes of transport Money Processing time

Weightage Q Q Q Q QQ QQ QQ QQ 40 40 20

A Recruitment Agency for corporate senior management positions

Criteria Understanding of the client Understanding of staffing needs Tracking the applicant for credibility Checklists of procedure Communication between the agency and corporate Charging fees for the recruits Past performance Fit In position analysis Availability of options to the client Past existence of agency

Weightage Q Q Q Q QQ QQ QQ 40 40 20

Vacuum Cleaner:
CAUTION: Always unplug power cord from electrical outlet before performing any service on vacuum cleaner. Failure to do so could result in electrical shock or personal injury from vacuum cleaner suddenly starting. Maintainence Issues: 1. Dust Tank Components: Preventive Maintenance: Cleaning the Dust Tank For optimal performance, check filters regularly and clean when necessary. To Clean the Dust Tank: 1. Remove the dust tank from the vacuum cleaner. 2. Press the dirt release and open the bottom plate. 3. Wipe out the dust tank with a soft cloth or paper towel. 4. Release the latch on the Side door on both the right and left sides. 5. Remove any hair, fibers or other debris from the dust separator. Remember: Always make sure that all parts are properly reinstalled after emptying the dust tank. For best performance, always empty the dust tank when the dirt level reaches the MAX level. Do not remove the cones attached to the side door for cleaning. NEVER operate the vacuum cleaner with wet filters or components!

2. Cleaning the Foam Pre Filter CAUTION: A wet filter can cause permanent damage to the vacuum cleaner. Be sure filters are completely dry before reinstalling. Preventive Maintenance: For optimal performance, check the filters every 3 months and clean when necessary. Dont close the dust tank lid without the Foam Filter.

To Clean the Foam pre filter: 1. Remove the dust tank from the vacuum cleaner. 2. Lift up on the dust tank lid release and open the lid. 3. Lift out the Foam pre filter. 4. Separate the foam filter from the filter frame. 5. Shake out any excess dirt or debris and rinse the foam filter & filter frame with clean water. 6. Dry completely away from sunlight. 3. Cleaning the HEPA Filter Preventive Maintenance: For optimal performance, check the filter every 6 months and clean when necessary. To Clean the HEPA Filter: 1. 2. 3. 4. 5. Remove the exhaust filter cover. Lift out the filter by pressing the hook. Wash the filter cleanly in flowing water. Remove moisture. Dry completely away from sunlight. Make sure to push down on the filter until it locks in place before closing the exhaust filter cover.

4. Agitator Maintenance Preventive Maintenance: Frequently check the agitator brush area for hair, string and lint buildup. Remove the Agitator Brush Cover: 1. Unplug the vacuum cleaner. Press the left foot pedal to release the head. Lower the handle until the vacuum cleaner is lying flat on the floor. 2. Turn the vacuum cleaner over, so that the agitator is facing up. 3. Set the agitator on a cloth or a smooth surface. Remove the six screws on the bottom of the head and remove the cover. 4. Carefully remove any accumulated string, hair, etc. from the agitator and the agitator area. To reinstall the cover. Reverse the steps above.

5. Avoiding Clogs: Preventive Maintenance: To avoid loss in suction, check the filters. If the filters are clean, there may be a clog. To check for clogs: 1. Check the hose where it connects to back of the body by pressing the two buttons on the end of the hose. 2. Release the hose assembly from the vacuum cleaner. Separate the hose and wand by pressing the button on the top of wand and check the hose and wand for clogs.

3. Remove the dust tank and check the dust tank inlet and body inlet where it connects to the vacuum cleaner body. 4. Check the hose where it connects body to head by turning the connector on the bottom of the body. 5. Turn the vacuum cleaner over, Check the agitator inlet.

6. Cleaning the Exterior of the Vacuum Cleaner: Preventive Maintenance: DO NOT allow water to enter any openings in the vacuum cleaner. DO NOT clean tools in dishwasher or clothes washer. Wash tools in warm soapy water, rinse and allow to air dry completely. DO NOT use tools if they are wet. NOTE: Above discussed maintenance parameters are for long run of the vacuum cleaner and to avoid unnecessary malfunctioning of the equipment.

THANK YOU