The Management of All the Resources and Activities within the Organization - Case Study Example

Operations Management Selection and Justification of concepts: Operations Management involves the management of all the resources and activities within the organization. There are three salient aspects that play an important role in ensuring that an organization is functioning well – quality, efficiency and customer responsiveness. These three concepts may be selected as the most important ones impacting upon Operations management, because they enable an organization to gain and sustain a competitive advantage. When applied to the scenario of waste management, these concepts are more important because the Hounslow waste collection department is a public body that needs to ensure customer satisfaction if it is to function effectively. Operations Management enables the gaining of a global competitive advantage through implementing quality into the goods and services that are provided so that they perform correctly and satisfy customer expectations. Where waste management and collection of refuse and garbage is concerned, it is even more vital to introduce elements of quality in order to mitigate the problems of environmental pollution and to preserve the resources of the Earth for future generations. Application of concepts: Quality: In order to ensure that there is quality in the provision of services, there are seven basic quality control tools that have been set forth by Kaoru Ishokawa, the professor of engineering at Tokyo University. These may be set out as follows (Tague, 2004:15): (a) a cause and effect diagram: which identifies the many possible causes that may lead to a problem or an effect and sorting of these ideas into useful categories. (b) A check sheet: which is a structured method of collecting data which allows for the incorporation of data into a standard form which can be adapted for a variety of purposes. (c) Control charts: are graphs that are used to map a process and to examine how a process changes over time (d) Histogram: which is a standard statistical method used to show frequency distribution of data or the frequency which a particular value appears in a data set (e) Pareto Chart: allows for the representation of significant factors on a bar graph. (f) Scatter diagram: This enables pairs of numerical data to be plotted on a graph in order examine the relationship between two variables (g) Stratification: This is a technique for separation of data that is gathered from many sources in order to observe patterns that may be present. All the measures outlined above are able to achieve total quality management, which makes quality the driving force behind the achievement of all leadership, design and planning activities. As pointed out by Padhi (no Date), the concept of quality management is based upon a foundation of ethics, integrity and trust. The establishment of benchmarks help in ensuring that the required quality goals are met successfully. However, it is through training and teamwork, an organization is in a much better position to be able to achieve quality goals. The Hounslow waste collection services accomplishes quality control in many ways. Its waste management program is based upon breaking the link between economic growth and the waste being produced by recycling and reducing waste (Report). This is known as the process of resource recovery. The Council has also taken additional measures such as banning the co-disposal of hazardous and non hazardous wastes. Some of the targets that have been set is to recycle or compost 25% of household wastes by 2005, 30% by 2010 and 33% by 2015. There is a broad overall plan that takes into account the need to reduce pollution and ensure efficient management of waste, while there are also guidelines specified for the operation of the plan at the local Hounslow level. The Hounslow Community Plan (project) is a salient example of the implementation of total quality management through teamwork, involving the Community and public services. The relationship of trust and integrity that prevails between the community and the Council is likely to enable the achievement of the targeted goals that have been established. The commitment to reducing household wastes through recycling is formulated in the Local Agenda 21 process which was started in 1996 and accomplished through door to door collection of recyclable materials, composting green wastes at the Civic Amenity site and increasing home composting. By setting out specific targets that are intended to be achieved as well as the time frame within which such targets are to be met, it will be possible for the Hounslow Waste department to apply the tools of quality control in strategic management as identified by Kaoru Ishikawa in measuring the actual achievements in terms of waste reduction and recycling. Other measures that are being implemented to maintain quality controls are the appropriate scheduling of waste collection activities in order to ensure that cleanliness is maintained at all times. For example, household wastes that are non -recyclable are to be stored in large plastic bags and they are collected once a week. Different areas are serviced on different days. Similarly, street cleaning is also scheduled on a weekly basis. The Council also provides additional conveniences, such as public toilets and baby changing facilities and washrooms and it also takes on the responsibility of maintaining the facilities. Another important part of Operations Management is the achievement of efficiency in operations. If the expected output is generated with less input, then costs involved are lower and there is less waste therefore the goals are achieved more efficiently. Ross and Droge (2002) applied the Data Environment Analysis in evaluating the efficiency of operations of petroleum distribution facilities in the USA and identified three elements that contribute to a reduction in efficiency and are difficult to detect: (i) managerial effectiveness (ii) scale of operations for a given area (iii) understanding resource heterogeneity versus programmatic differences in efficiency. However, when this is applied to the management of operations by the Hounslow Department, it may be noted that provision has been made in the Council’s detailed waste management plan (Report). Through the incorporation of a detailed framework that includes planning at national, district and local levels, all elements involved, such as the community, waste collection personnel and local authorities are able to comprehend and derive a good idea of their role in the waste management process. The implementation of local plans that are specifically geared towards the achievement of efficiency in operations at the local levels is a good implementation of an effective scale of operations for a given area. Moreover, the Hounslow department has understood the need to incorporate multiple perspectives and involve not only policy makers and waste collection employees but also ordinary citizens in the community plan. Measures being taken such as separation of wastes, arrangements available for separate disposal and collection of house building wastes and such similar measures demonstrates that the Hounslow department understand the heterogeneity of resources available and the different levels of efficiency that can be achieved in different operations. For example, separate provision has been made for the disposal of clinical wastes, with needles to be placed in a cin bin and spent dressings, etc to be placed in a yellow sack for easy identification. A referral from the local health service is also required for this purpose. Separate collection days have been arranged for different areas. In the case of bulky household wastes, they must be taken to the Council’s site that is known as Space Waye, where such large items can be disposed of for the payment of a fee. The Council also collects such bulky wastes from homes for the payment of a sum of 25 pounds. All these measures indicate that the waste management process that is now in operation is one that takes into account the varying resources available in the community, as well as differences in the methods that need to be utilized in order to achieve efficiency in the management of waste disposal. Responsiveness to customers is another important aspect of Operations Management that helps to sustain a competitive advantage, especially in the global scenario. In the case of the Hounslow waste cleaning services, there is a high degree of responsiveness to customer complaints. When dumped rubbish and fly tipping is reported to the department, it is generally cleaned up within 24 hours and customers also have the option to report private land that needs to be cleaned, in which case the department takes necessary steps to contact the owners and get them to clear the land. (www.hounslow.gov.uk). Customers also the facility of an online form on the Council’s website where they may conveniently report their problems and have them attended to. There is guidance and assistance available to customers on how to deal with their waste disposal needs and arrangements have been made by the Council even for removal of abandoned cars. Through the high degree of alertness and responsiveness to customer complaints and feedback, the Council is ensuring that its Operations Management successfully achieves the desired goals of a pro active and responsive service that is sensitive to the needs of customers. Limitations associated with suggestions for operational improvement: From the above, it may be noted that the Hounslow waste collection department has targets and guidelines to work with and has been trying to implement them effectively into their working plan. However, the problem of waste management and the achievement of the targets identified may require a much more massive scale of work and coordination between the waste collection department and other departments, as compared to what already exists. If the stated targets are to be achieved, the waste collection department will need to work in coordination with waste management engineering companies to develop effective programs and procedures to dispose of the bulk wastes and industrial wastes that are collected. Therefore, it may not suffice if dump sites are provided where customers can bring their heavy wastes, the question of how and where they can be safely disposed of without undue damage to the environment is a challenge that needs to be addressed. Implementation Plan: On an overall basis, it may be concluded that the Hounslow waste collection services has been organized along well structured lines for collection of household wastes, which aid in effective operations management. The development of plans and targeted objectives forms the benchmark against which performance of employees can be compared through the use of statistical measures in order to ensure that the desired goals have in fact been achieved. Timings and schedules for collection of trash and street cleaning are well set out so that the people in each community are aware of the days of the week when their trash will be collected. Moreover, the methods of disposal through bagging in plastic bags also enables the disposal of trash in a safe and sanitary manner. Trash collection services are well scheduled and there is proper delineation of methods to dispose of different kinds of wastes, so that trash can be separated and sorted out for efficient disposal. However, the implementation plan will be completely successful only if the waste collection department also coordinates with engineering experts and works on long term methods by which harmful wastes and industrial wastes can be effectively disposed. Without the development of such long range options, accumulation of wastes will create problems of space. One of the most important parts of the Hounslow department’s waste management program is the targeted goal of reduction of total waste generated through the recycling and compacting of the garbage. This is an effective measure for household wastes. Moreover, by establishing targeted goals in waste reduction over the next few decades, the Council is demonstrating its commitment to the goal of reducing pollution. By setting out targets in this manner, it enables the measurement of actual performance achieved in order to determine how effective the waste management programs are. Since the achievement of quality control involves the application of such benchmarks as an indication of good Operations Management, it may be noted that the Council’s targeted objectives are well in line with measurable quality benchmarks. However, the implementation plan must also include measures to develop long range sustainable waste management and disposal programs. The focus on customer responsiveness may be noted in the various means that have been provided for customers to approach the Department and complain about trash that has been unattended to. The Council is actively involved with the community in ensuring that all parts of all neighborhoods are kept clean and waste free through prompt and efficient disposal of the waste as soon as it is reported. Online complaint forms also provide an additional means for customers to voice their concerns and to provide feedback and the Council responds to all complaints within a 24 hour period by sending its representatives out to clear up the trash. In addition, the fact that customers are made to pay a small charge for the collection of heavy or bulky wastes ensures that trash disposal remains a cost effective measure for the Council. There are also facilities for customers to make these payments online, or ask for pick up of heavy household items from their homes, which further aids customers in getting their trash disposed of without many of the attendant hassles. All these measures are geared towards the provision of an interactive friendly service base for customers and provides an incentive for members of the community to participate in the drive towards maintaining community cleanliness and in the effective minimization and disposal of wastes. References: * London Borough of Hounslow Report. No Date. “Waste Management Strategy” [online] available at: http://www.hounslow.gov.uk/hounslow_waste_strategy.pdf * Padhi, Nayantara, No date. “The Eight elements of TQM” [online] available at: http://www.isixsigma.com/library/content/c021230a.asp * Ross, Anthony D and Droge, Cornelia, 2002. “An analysis of Operations efficiency in large scale distribution systems” Journal of Operations Management, 21(6) : 673-688 * Tague, Nancy R, 2004. “The Quality Toolbox” ASQ Quality Press Read More