Operation Manager Responsibilities - Research Paper Example

Operation manager Introduction E-commerce is a kind of business that involves the exchange of goods and services using technology. The business uses channels such as the internet, electronic money transfers, online marketing of products and services among other technologies. This business involves many factors that need to be well coordinated in order to realize meaningful proceeds. The task of mastering these factors and coordinating them lies in the hands of the operations manger. Given the complexity of the business by its nature, it poses so many challenges to the operations manager. The challenges to the operations manger are not isolated to E-commerce only, but cut across all the businesses that require the services of the Operations Manger (Stevenson, 2008). Stiff competition in practices The operations manager has a difficult time in the choice of the practice to adopt in the running of the business. This competition is internal and is brought about by the many interests that are in a business. An example of this competition that emanates from within the business is when a systems manger in the business prefers the use of e-mails in communicating to employees while the finance section prefers memos that are written. These differences in the most appropriate practice to adopt especially on communication can have negative effects on the flow of information within the business. This therefore, calls upon the operations manager to draw standardized operational procedures that everybody within the company should go by (Stevenson, 2008). Customer issues Jackey Lohery in a research on the difficulties that managers encounter pointed customers as the most grievous in causing problems. This is more serious with e-commerce that reaches customers of all manner and kind. The customers raise issues that are in some instances beyond the ability of employees to answer or respond to (Stevenson, 2008). Delivery of a product that is below the expectations of the customer may make them angry and it will need an operations manager with superb conflict resolution skills to calm such customers down. Customer disappointment is frequent in e-commerce because customers have unrealistic expectations about the goods that should be delivered to them. It therefore frustrates them when they are given a good that does not much these expectations. Operation should therefore provide a forum for customers to lodge there complains and to participate in the development of the business. Customer satisfaction is a big challenge in online businesses that operations managers are under charge to surmount if the business has to create a dependable fan base. Budgetary challenges. In the journal, Lohery says that the budget a common cause of conflicts in most businesses. But this is more severe in e-commerce since it is a capital intensive investment. The technologies involved and the manner of dispensing services need to be advanced and consistent with latest technological trends. This has made the budget a big challenge to the operations manager. Explaining a necessary increase of costs to the share holders is difficult especially since they always strive to cut costs. Similarly, cutting costs will give the operations manager a difficult time explaining to the employees if the cut affects service delivery (Stevenson, 2008). This will require an operations manager to have compelling personal skills in dealing with both the stake holders and employees. He needs to be sincere, assertive and calm in personality presentation. This will be a vital influence in controlling the reactions of employees in case of cuts in the budget. He should also come across to the stake holders as reasonable and organized to win their trust on the increased costs. Social responsibility The e-commerce is very challenging when it comes to its social appeal. This focuses on the ability of the business to relate with people at their local levels. This goes beyond seeking customers to buy the services of the business or its goods. This is in the interest of making the business look to the surrounding, identify and support a cause. The operations manager has a hard time convincing the share holders whose focus is profit-making, to channel some money into community activities for free (Stevenson, 2008). The OM has to impress it upon them that this is vital in boosting the image of the business in the society. Balancing societal responsibility with business plans and targets is a problem managers have to contend with. Global Thinking Operation managers have the responsibility of developing global mindsets. This is because with e- commerce, it is expected to achieve an international presence as it can not thrive on local or regional markets alone. S/he should acquaint themselves with international dynamics on the needs of the market. S/he should understand the practices of the business assessing how much the one he runs conforms to them (Stevenson, 2008). The fact that e-commerce reaches customers from all over the geographical divide poses more challenge for the operations manager to know the needs of the global customers from diverse backgrounds. Understanding the competitors and how they go about this business is also part of this challenge. The OM should position the business on global lanes rather than domestic. The Challenge also extends to keeping abreast with best practices that the business should keep track of. The operations manger has to be analytical always screening what he borrows internationally. He has to know what works best for his business to avoid transplanting strategies that will end in futility. The OM in this case needs to keep reading, attending global workshops and conduct benchmarks that can make him relevant to international trends and practices. He should also instill the global mentality in those working under him so that they can easily adjust to change (Stevenson, 2008). Employee stubbornness E-commerce is a serious business that calls for the commitment of the employees. The systems need to be accurate, and implementation of strategies spot-on. Some employees are stubborn and do not comply with the standards that the business sets. This poses a great challenge to the OM. There are those who intentionally like flouting company regulations while others have tendencies to be complacent and lazy. Yet the business has to move and achieve its targets. The operations manager has in his duty the responsibility of streamlining operations by making employees conform to lay down regulations (Stevenson, 2008). The e-business requires maximum standards that start with employee discipline. The manager should therefore have it in his personality to handle workers who are wayward. He should be encouraging employees to comply with standards. The manager should also allow a democratic space for the employees to express themselves. This is important as e repressive working environment will lead to frequent revolts. Employees should also be involved in the setting of standards. This can be achieved by mastering good communication abilities that invoke hard work. This is has proved hard for most managers (Stevenson, 2008). In conclusion, operation manager experience a myriad of challenges concerning e-commerce. Such challenges include employee stubbornness, social responsibility, global thinking, stiff competition, budgetary, and customer issues. These factors hinder the operation manager from performing their duties well. Reference Stevenson, W (2008). Operation management. New York, NY: McGraw-Hill. Read More