Understanding operational objectives

Understanding operational objectives 

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Chapter 11: Understanding operational
objectives
An operations management hierarchy
A firms operational aims and objectives are the goals or targets of the
operations management department or function. These aims and
objectives need to be consistent with the organisations corporate aims
and objectives to ensure than a consistent set of objectives are being
pursued by each department.
The hierarchy is the same in operations management as it is in all the
other functional areas:
corporate aims
corporate objectives
Operational aims
Operational objectives
Operational strategies
Operational tactics
Key terms
Operations management aims: the board general
goals of the operations management function
within an organisation
Operations management objectives: the
specific, focused targets of the operations
management function within an organisation
Operations management strategies: Long-term
or medium-term plans, devised at senior
management level, and designed to achieve the
firm's operations management objectives
Operations management tactics: short-term
operations management measures adopted to
meet the needs of a short-term threat or
opportunity

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Chapter 11: Understanding operational
objectives
Types of operational objectives
Quality targets
Customer satisfaction ratings. A survey of customer can reveal
customer opinions on a numerical scale or using qualitative measures. A
typical operational objectives is to beat last year's ration or to score a
higher level of satisfaction than a rival. For example, in 2007 waitrose
came top of the comparisat "customer satisfaction" survey with an
average weighting of 8.75, narrowly ahead of asda whom scored 8.64
Customer complaints.…read more

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