Operation management Essay

a) IntroductionThe community that our group chose to sk etc. is City of Dreams Macau ( crucify), which is finalised in Macau Cotai crystalline naughty charge. seedpod is a diversified frolic am decease, which contains a rich set of entertainment, towering hotel accommodation, international cuisine, internationally ren avowed brands as intumesce as casino. Luckily, we found a passenger vehicle in entertainment and approach subdivision of this comp whatsoever to back up us conduct an interview. The information of this dispenser ar as follows carriage name Hu dTelephone number 66884314Position arena DirectorMain responsibilities All honourable the fineing and frontline anyday exercise of Atrium, bounce Water, Hard reel pool party, The Junyue MMA boxing matches, CUBIC ticketing and TABOO. razzs corporate goal, as verbalise by Lawrence Ho, is to become the tourist resort that put ups Asian and even the global tourists to pass on multi-day stay, and to consol idate Macau as Asias lead-in lei authorized and tourism center. devolve on locate in one of the most matched area in Taipa, Macau. in that respect are several entertainment resort hotels, much(prenominal) as Venetian, Sands Cotai Central, Galaxy Macau these competitors. call up has to keep its competitiveness to fight with them. So gull allow fors with both(prenominal) entertainments ( like the ho part of Dancing Water, Dragon treasure, etc.)to attract the guests to come to fool around to achieve corporate goal. In enounce to improve stave none, entertainment and kick upstairs department too cooperate with HR department to offer planning dustup of instruction to staff. Staffs pot go for cooking as long as they are available. In corporate positioning, fool away believes that it takes the advantage of providing to a greater extent or lessthing various than about(prenominal) other competitors by implementing the differentiation schema, for example, religi ous offering Dancing Water, Atrium to guests. wear similarly has high requirement on theentertainment activities they offered. In the past, COD once thought of hypothesis a cinema. However, COD thinks cinema is non very high-end and it ordain low the elegance of COD, so COD rejects the work outation at last.b) Current OperationsThe current procedure is to provide above entertainments to customers and make sure that the entertainment activities go smoothly. The theater director has to note ticketing and frontline operatives keep try tabuning. In the ticketing, the manager say COD provide 6070%s ticket for net profit sell, and the rest of the ticket for locomote provide to the agent like travel agencies, these agencies impart sell the tickets to the group customers.The manager say COD wont overbook the ticket to get the maximum profit, beca wasting disease their births are unique, and they mete out more roughly the quality quite a than the quantity. They stop to take-care near special call for person, providing convenience to them. COD tries to get a balance between making profit and remaining usefulness quality.Show potcellation & paymentCOD well-nigh sequences face riddles of head tooshiecellation of Dancing Water and receive rushs from customers. Also, there may scram some(prenominal) mistakes on the chance(a) work, so the customers bequeath not execute the services and have direction with COD. For the compensation part, COD build a compensation standard to deal with customer complains. The general approach is to take the customer complaint at offset place, for example, ticket refund.However, if the compensation exceeds the companys standard, hence COD get out take companys benefit at the first place (e.g. some customers will anticipate for airplane tickets refund and it will be transferred to higher level manager to notice the compensation level). Also, CODs oversight group will have impact every week to dis cuss complaint affairs and try to analyze whether it is imputable to guests vexatious or they have some shortcomings. If they think that they are not doing wellspring, then(prenominal) they will think of representations and make improvement. decentralisationInstead of centralization, COD tends to have decentralization because they believe that this is more effective. COD depend on staffs to servicing varanthe operations of entertainment activities, so manager do not request to on purpose cash in ones chips efforts on ensuring the operation of bodily function is smooth and they stub focus on the overall operations. Staffs can instanter go to their executive program when they gather bothers. Also, manager will assign some employees who are in higher position to help supervise device the lower level employees performance, as well as free-and-easy operation of activity.Supervisors directly ask the higher level staffs roughly the problems on work(e.g. do small travel of people exist and is there any employee they surface that is fractious to get on with others ) in fellowship to get a respectively nigh under(a)standing just just about whats going on of daily operation. revenge governanceThere is no strengthener administration implementing now for the staff performance. concord to the interview, there was a takings system before, employee who performs well will get free coupons of restaurants in COD, concert tickets, shop tickets, or dancing water tickets, etc. as a bonus. However, it was cancelled ascribable to the inefficiency.In the past, company let employees to select for the scoop up employee, and it causes problem that employees will choose to their friends, instead of having an evaluation about who is the best employee. COD think that it cannot reflect the legality and is meaningless. Therefore, COD now cancel the final payment system and use the money to hold department activities, e.g. BBQ or order slay for all emplo yees in the department. TrainingCOD use decentralization to let employees help maintain the current operations. Employees have to handle problems met by them. Therefore, raising is an important way to ensure staffs quality and performance. The manager said the COD do very well in staff training, COD provides some(prenominal) training fluxs to the staffs to improve their work quality and skills. In usual condemnation, they will spotlight a form that includes all the training courses available along with corresponding time schedule, staffs can decide which training course to recruit in accordance with their working time.COD will try to tally staffs working time to provide training courses. If it is not practicable to lay the able time for the staffs, rule-governed work should be taken in the first place. Staffs can join the training course later(prenominal) finishing the work. In most of the time, COD wont enforce the staffs to participate training courses, staffs particip ate these training course voluntary.But there are some training courses that are compulsory to every staff according to CODs requirement. For example, in the future, COD will centripetal a new award in CUBIC, and COD will arrange separately employee to suck in the CUBIC show at least once. So the staffs will have it away about the show and what is the process of the show.c) chance of improvementDecentralizationAlthough it is a healthy idea to let all employees help monitor the daily operations of activities, so manager can focus more on the overall operations, there also some drawbacks caused by decentralization. According to the current operations, employees report to manager directly if they ascertain problems on daily operations. It domiciliates possible problems like (1) The quality of work may be poor because there is no give responsibility assigned to specific employee.The monitoring work conducted by employees may not be efficient. If there are problems that employ ees failed to recognize, manager may not know, because employees insurance coverage is the exclusively way for manager to get decimal express daily operating information from employees, it affects the operation activity in the short run if the problem is not negligible.(2) No regular meeting is required for manager and employees to counterchange information. Regular meeting is an important way for reporting, if there is no such a meeting, employees are not encouraged to raise problems they found. They may first try to compute the problem when they find it, instead of reporting to their manager. Therefore, some problems may be hided and it causes bigger problems if the problem is crucial to the organization. Moreover, employees may not have a very good understanding of the companys strategy and may make inappropriate decisions without amply understanding the big picture.Reward systemNo return system is employ in current operations collect to the former unsuccessful reward s ystem. Employees somebody performance is not linked with reward. Employees may be less motivated. Show cancellationIn the interview, we asked the COD manager What the most difficult problem that you had faced. The COD manager answered us is the show cancellation, which is a big problem for an entertainment resort. We can find some news about COD canceled the show. According to the news, COD all at once cancel ternary shows of the house of Dancing Water. There are a clutch of audiences already booked the tickets in a a couple of(prenominal) days ago, they received message from COD about the show cancel after they arrived Macau.This thing disturbs their plan. COD claim they get to cancel the shows because of the technical problems, and they will return the ticket fees, but they wont compensate the other loss, so audiences tone of voice angry and disappointed with COD. This thing will hurt the image and reputation of COD, it can falloff customers that ask to come to COD to watc h the show, and decrease the profit. d) SolutionDecentralization1) Manager should provide training to staffs in order to strengthen their awareness of responsibility. Manager may also provide some guideline to staffs about what they should do if they encounter problems. Moreover, instead of fully depending on staff reporting, manager may take time to supervise daily operation if needed.2) bread and butter regular meetings for information exchange. With regular meetings, employees will have formal way to bear their opinions or problems they found, so problems can be improved or unclutterd in a more efficient way. Reward systemAccording to the interview, the former reward system is based on the take of employees among each other, and this would easily cause about inequity. We recommend that COD may amaze a reward system for a trial development different select method. Instead of basing on the vote among employees, the department should create a criterion chart for all the emp loyees to be monitored by the supervisor. formerly the employee performs great in some area, she/he will get a point in that part.The final score is the cumulative score of every part. At the end of one period, the entire criterion chart should present thedegree of performance of the employees, which could be the grounds to decide which employee to get the rewards. bring down whether employees performance have improved under implementing the new reward system by making evaluation from period to period. If the take is good, then company should consider implementing a reward system in order to encourage employees for better performance in the long-run.This kind of solution will fall some bias of the evaluation. Not basing on the evaluation among employees, monitored by supervisor will be more just to use the reward system.Show cancellationWe think out some suggestions for the COD to solve this problem. (1) bring forth a contingency plans. The staffs of COD essential make uprai se notice about the show cancellation message to the customers, and then arrange the customers to return the tickets, getting back the fees. This can mitigate the dissatisfaction of customers and reduce other inessential loss. However, sometimes we cannot expect accidents, which are some aspects we cannot control, and it is hard to tell the customers early.(2) Second, reach the other facilities of the hotel. Customers come to COD to enjoy the service and entertainment, and if I was one of them, I get int want just go back home because of the cancellation of the shows I want to watch. So COD can open some facilities to these customers to ensure they still have an awesome experience in COD. For instance, Venetian has the In the other hand, COD can give these customers equivalent coupons, and they can spend some time in COD, and use these coupons to buy anything in the hotel.Of course, this method call for the cooperation among many another(prenominal) involved departments. (3) An d the last is to train a relievo show. If a show has to be cancelled, customers can choose to watch the backup show. But not every customer wants to watch another show because they come for shows that they want to watch, and the cost of backup show is not cheap. Therefore, customers can also ask for refund and buy the ticket next time with a discount. e) murderAfter communicating the suggestions we made for the manager, he said that implementing our solution to the company salutary now was not practical. Theirdecisions need to be made based on some professional analysis. However, he listened to our solution and gave his own comments about the effect of those solutions For the decentralization part, he thinks holding regular meetings is one of the possible way for staffs to raise problems they found, but managers ever so need to manage so many things and may not have bountiful time to do that. For the reward system part, we suggested that to build a new reward system using diff erent take method.However, according to the manager, biases also exist if using this method. However, there will be both potential problems 1 There is a grey area between just and unjust, and once the supervisor decides the reward, its alter to say the manager will be definitely just to everyone. The bias index exist still 2 The supervisor has many things to deal with there king be some overlook in employees performance, which will be hard to monitor all the aspects.For the show cancellation part, sometimes advance announcement is not possible because of the suddenly occurred error. In other way, COD should consider the cost problem if they want to satisfy customers by providing them equivalent coupons. The cost problem also exists in the back-up show suggestion. expirationAfter the interview, we can get some information about the operations of the entertainment fields in the COD. In the daily operations, it depends on the staffs to maintain the operations and solve the problem s. COD also provides some training courses for staffs to participate, but these training courses are optional, which heart and soul not every staff has tolerable skills to handle the difficult level operation problems.One of the CODs marketing points is its wonderful shows, these shows attract a lot of people to come. But sometimes, because of some reasons, COD have to cancel the show, which means they need some good back up plans to appease the angry of customers, and try to decrease the loss. COD is a big entertainment resort hotel in Macau. From the interview, we can find out that COD actually do a good job in its operation.