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澳洲留學生essay范文:Analysis of the Operations at Woolworths

論文價格: 免費 時間:2022-10-31 16:16:52 來源:www.europeanvox.com 作者:留學作業網

澳洲留學生essay范文-Woolworths的運營分析。本文是澳洲essay寫作格式范文,主要內容是基于對位于悉尼中央商務區中心地帶的超級市場零售分公司WOOLWORTHS的運營情況的分析。Woolworths是澳大利亞和世界其他國家著名的連鎖零售店。Woolworths已經為客戶建立了高質量的產品和服務標準。伍爾沃斯分行目前的情況是,分行員工的個人表現出現問題,導致服務質量下降,導致分行業務下滑。下面就一起來看一下這篇澳洲留學生essay寫作范文。

澳洲留學生essay寫作范文

This essay is based on the analysis of the operations of the super market retail branch WOOLWORTHS, which is located in the heart of the Sydney CBD. Woolworths is a renowned chain of retail store in Australia and various other countries of the world. Woolworths have build up their standards of quality product and service for its customers. Current scenario of the Woolworths branch is that is having the problems with the personal performance of the branch staff, which has resulted in to decline of the quality of service leading to decline in the business for the branch.

The purpose of this essay is to determine the various factors that determine the quality of service and identify the factors leading to the problem of poor personal performance of the staff. The further part of the essay describes about the various strategies applied and various steps taken in order to maintain the effective running of the operations and the improving the quality of service up to the Woolworths standard. At last Essay provides the overall conclusion of the Woolworths operations ineffectiveness and also the lack of various strategies required for effective and smooth operation system.
本文的目的是確定決定服務質量的各種因素,并確定導致員工個人表現不佳問題的因素。文章的另一部分描述了為保持運營的有效運行和提高服務質量達到伍爾沃斯標準而采取的各種策略和采取的各種步驟。最后,論文給出了伍爾沃斯公司運營效率低下的總體結論,以及缺乏有效和順暢運營系統所需的各種策略。
Main body 正文主體
Today in the era of global competition Woolworths have set their standards of operation and quality services to its customers. At Woolworths store they are conscious of their responsibilities- serving the millions of the customers in each and every community across Australia and New Zealand. With this profile comes not only a responsibility to understand and manage our impact and also manage the long lasting benefits in the retail sector.
今天,在全球競爭的時代,Woolworths已經為其客戶制定了運營標準和優質服務。在Woolworths商店,他們意識到自己的責任——為澳大利亞和新西蘭每個社區的數百萬客戶服務。通過這一簡介,我們不僅有責任了解和管理我們的影響,也有責任管理零售行業的長期利益。       
Woolworth’s operations have set standards, which affect the share holders, customers and supply chain. This essay claims to give an insight into how the Woolworths perform well in the retail operations against their commitment and targets,
伍爾沃思的運營已經制定了標準,這些標準影響到股東、客戶和供應鏈。這篇文章聲稱將深入了解Woolworths如何在零售業務中表現出色,實現其承諾和目標,
Woolworth’s operations are known for its quality goods and services around the various different locations. Woolworths has been at or near the top of that list since early this decade. Known affectionately as “Woolies” in Australia, the company has ramped up the refurbishment of supermarkets in an effort to retain and bring in new customers. Woolworths (2010).
伍爾沃斯的經營以其優質的商品和服務聞名于世界各地。自本世紀初以來,伍爾沃斯一直處于或接近榜首。該公司在澳大利亞被人們親切地稱為“羊毛衫”,為了留住并吸引新顧客,該公司加大了對超市的翻新力度。
A recent review of the branch has highlighted that branch is not performing its operations effectively and efficiently. The reason behind this scenario is that, the staffs seem to have taken the standard of their personal performance for granted. As such, it is important to carefully examine and study the present situation of the branch and plan ways on how to improve and re-establish the status of the Sydney branch in terms of process, capacity design and customer satisfaction
最近對該分支機構的審查表明,該分支機構沒有有效和高效地開展業務。這種情況背后的原因是,員工們似乎把個人表現的標準視為理所當然。因此,仔細檢查和研究悉尼分行的現狀,并計劃如何在流程、能力設計和客戶滿意度方面改善和重建悉尼分行的地位,這一點非常重要
Issues affecting the performance of staff 影響工作人員績效的問題
Under the perspective of operational management, the various critical issues identified for the decline in the personal performance and ultimately resulting in the decline of the service quality and the business for the branch are the capacity; demand forecasting, supply chain, design process and human resources and job design.
從運營管理的角度來看,個人績效下降并最終導致分行服務質量和業務下降的各種關鍵問題是:能力;需求預測、供應鏈、設計流程、人力資源和工作設計。
Service process design 服務流程設計
Woolworths retail the product combination of the good and services, goods are tangible and whereas the services are intangible. Service referred as an act that is done to or for customers. Chwen Sheu, Roger McHaney, Sunil Babbar, (2003) support that service processes require the participation of the customer without the customer, service processes cannot take place. Service at Woolworths are produced and consumed simultaneously at the point when the customers are shopping at Woolworths.
伍爾沃斯零售是商品和服務的產品組合,商品是有形的,而服務是無形的。服務是指對客戶或為客戶所做的行為。Chwen Sheu、Roger McHaney、Sunil Babbar支持服務流程需要客戶的參與,如果沒有客戶,服務流程就無法進行。當顧客在Woolworths購物時,Woolworth的服務同時生產和消費。       
Woolworths have established the standards from the manufacturing to the retail outlet, the quality services which are provided by the Woolworths staff. Which are inventory handling, displaying goods on shelves and helping customers for the customers within the outlet, with low customer interaction. The various varieties of tangible products are available at Woolworths which requires the least customer service delivery. As the customers select the goods and bring it to the counter for purchase.
Woolworths建立了從制造到零售的標準,以及Woolworth員工提供的優質服務。其中包括庫存處理、在貨架上展示商品以及為網點內的客戶提供幫助,客戶互動較少。Woolworths提供各種有形產品,需要最少的客戶服務。當顧客選擇商品并將其帶到柜臺購買時。
The self checkouts counters are also available at the various other outlets of Woolworths, for the ease of the customers to cut down the need of the service from the Woolworths staff, though they have a staff available for the help of the customers at the self checkout counters and this cannot be considered as the pure form of service. So, organizations those are dependent on customer participation causes difficulties in managing effective service process design. Service is provided by a service delivery system which includes facilities, processes and skills needed to provide the service (Stevenson 2009).
Woolworths的各個其他網點也設有自助結賬柜臺,以方便客戶減少對Woolworth員工服務的需求,盡管他們有員工在自助結賬臺為客戶提供幫助,但這不能被視為純粹的服務形式。因此,依賴于客戶參與的組織在管理有效的服務流程設計方面會遇到困難。服務由服務交付系統提供,該系統包括提供服務所需的設施、流程和技能。
In the case of Woolworths retail outlet there is inadequacy found in measuring service quality performance based on discussed criteria which leads to poor service quality and declining customer satisfaction.
在Woolworths零售店的案例中,根據討論的標準衡量服務質量績效存在不足,導致服務質量差,客戶滿意度下降。
Forecasting issues 預測問題
Forecasting is considered to be the most important function in the retail organisation, as it enables the mangers to foresee the future needs and perform the related functions accordingly. Such as ordering of the next supply, managing the inventories, staffing is also equally linked with the forecasting functions. The quality of this business can only be good on the basis of its forecast. In today’s economy where business condition is unstable forecasting is a bit difficult. (Aviv.Y, 2001). The Woolworths branch at Sydney CBD is also struggling with the forecasting issues, due to lack of countable performance of the Grocery manager. Retail organizations today must strive to satisfy the unique demand for each of their customers. Gone are the days of the mass market where a single assortment, standard pricing and a single “average location” forecast would satisfy consumer demand in all stores. To be effective, forecasts today must account for demand differences across all stores, geographies and product lines.
預測被認為是零售組織中最重要的職能,因為它使經理能夠預見未來的需求并相應地履行相關職能。如訂購下一個供應,管理庫存,人員配備也與預測功能同等相關。只有在預測的基礎上,這項業務的質量才能很好。在當今商業狀況不穩定的經濟中,預測有點困難。悉尼中央商務區的Woolworths分店也在為預測問題而苦苦掙扎,因為雜貨店經理缺乏可計算的業績。今天的零售組織必須努力滿足每個客戶的獨特需求。大眾市場的日子一去不復返了,單一的品類、標準定價和單一的“平均位置”預測將滿足所有商店的消費者需求。為了有效,今天的預測必須考慮到所有商店、地區和產品線的需求差異。
The store manager is also incapable in providing the commendable performance due to the lack of interest and the availability of the old procedures. The resources available to them are not adequate and lack the evidence. The manger is completely dependable on the quantitative approach which includes the past historical data or the casual variables to forecast demand whereas the forecasting of the demand of the goods sold also requires the qualitative approach that is the incorporation of the factors such as the decision makers emotions, personal experience and value system.
由于缺乏興趣和舊程序的可用性,店長也無法提供值得稱贊的表現。他們可用的資源不足,缺乏證據。經理完全依賴于定量方法,該方法包括過去的歷史數據或隨機變量來預測需求,而預測所售商品的需求也需要定性方法,該定性方法包括決策者的情緒、個人經驗和價值體系等因素。
Demand and Capacity management 需求和容量管理
Heizer and Render (2003) suggested that in the view of service industry scheduling customer is demand management and scheduling workforce is capacity management. Heizer and Render (2003) also support that the demand management is attempting to influence when customer attend the service and capacity management is ensuring the organization capability to meet the demand.
Heizer和Render認為,從服務業的角度來看,調度客戶是需求管理,調度員工是能力管理。Heizer和Render也支持需求管理試圖影響客戶參與服務的時間,而容量管理確保組織滿足需求的能力。
In the operation of retail industry such as the Woolworths store, demand management is the management of the demand created for the goods and services at the store by the customer intended to purchase the goods and service according to their taste and preferences. Planning and providing the customers goods and services they desire at the time of their shopping is the capacity management. Various customers visit the store on daily basis and purchase the goods and consume the services according to their ease, the staff at the Woolworths is unable to handle the demand and deliver the goods and service according to their capacity. Understanding the demand is not sufficient to manage the demand fluctuation. It also involves the organization’s capacity to fulfill the demand. Therefore, it is imperative for an organization to understand its capacity constraints in terms of time, labor, equipment, and facilities. The major challenge faced by outlet is the short of the capacity to minimize the waiting time of the customers at the purchasing counter. The lack of equipment and staffing during the peak hours has created a gap between the demand and the capacity of fulfilling the demand. Klassen K.J & Rohleder T.R. 2002.
在零售業(如伍爾沃斯商店)的經營中,需求管理是指根據顧客的口味和偏好,對顧客在商店中為商品和服務創造的需求進行管理。規劃和提供顧客購物時所需的商品和服務是容量管理。每天都有不同的顧客來店里購物,并根據他們的方便程度來消費服務,Woolworths的工作人員無法處理需求,無法根據他們的能力提供商品和服務。了解需求不足以管理需求波動。它還涉及組織滿足需求的能力。因此,組織必須了解其在時間、勞動力、設備和設施方面的能力限制。門店面臨的主要挑戰是缺乏將顧客在購買柜臺的等待時間降至最低的能力。高峰時段缺乏設備和人員,造成了需求與滿足需求的能力之間的差距。
Supply Chain management 供應鏈管理
Supply chain management is considered to be the oversight of the materials, information and finances as they move in to a process from supplier to manufacturers to wholesalers and from retailer to consumers at the end. Supply chain management is said to be the integration of the activities that procure materials and services transform them into intermediate goods and final products and deliver them to the customers
Effective Supply Chain Management can offer customers high quality products and services with low prices (Waller L.D 2003). Supply chain management involves the coordinating and integrating these flows with in and among the companies. The ultimate goal of the effective supply chain management is said to reduce the inventory and with the assumptions that products are available when needed, (Render.B, Heizer.J 2003). Supply chain management includes determining the following for the effective running of the operations. Transportation vendors, Credit and cash transfers, Suppliers, Ware housing and inventory
供應鏈管理被認為是在材料、信息和財務進入從供應商到制造商到批發商,最后從零售商到消費者的過程時對其進行的監督。供應鏈管理據說是將采購材料和服務的活動整合起來,將其轉化為中間產品和最終產品,并交付給客戶             
有效的供應鏈管理可以以低廉的價格為客戶提供高質量的產品和服務。供應鏈管理涉及協調和整合公司內部和公司之間的這些流程。有效供應鏈管理的最終目標據說是減少庫存,并假設產品在需要時可用。供應鏈管理包括確定以下各項以有效運行運營。運輸供應商、信貸和現金轉賬、供應商、倉庫和庫存
Woolworths being a growing super market store in Australia, they have large number of suppliers supplying the various goods in store. However this store of Woolworths faces many challenges with the supply chain management, Such as the bulk order delivery of the goods at the receiving dock and lack of storage space for the certain products. Also the inappropriate tracking system of receiving and ordering of goods, they also suffer from Bullwhip effect, staffs of Woolworths branch stand helpless for the insufficient delivery of the goods and services by the suppliers. Due to the management problems the staffs of the Woolworths fails to provide the quality of goods and services to its customer due to the ineffective inventory management systems and control. Also due to the poor handling of the stock, store also suffer from the various product in to dump due to their expiry date and out of demand.
Woolworths是澳大利亞一家日益壯大的超級市場商店,他們有大量供應商供應商店中的各種商品。然而,Woolworths的這家商店在供應鏈管理方面面臨著許多挑戰,例如在收貨碼頭的批量訂單交貨以及缺乏特定產品的存儲空間。此外,不適當的貨物接收和訂購跟蹤系統也會受到牛鞭效應的影響,伍爾沃斯分公司的員工對供應商的貨物和服務交付不足束手無策。由于管理問題,由于庫存管理系統和控制不力,Woolworths的員工未能向客戶提供高質量的商品和服務。此外,由于庫存處理不善,商店還因各種產品的到期日和供不應求而遭受傾倒。
Human resource issues 人力資源問題
Human resource foremost objective is to manage labour and design jobs so people are effectively and efficiently utilized and also they have the quality of work life in an atmosphere of mutual commitment and trust for instance the job which is not reasonably safe also for which the pay is equitable and also achieves the physical and physiological requirements. Various following issues which have lead to the performance of the staff to decline and ultimately loss to business. Memmott & Growers (2002)
人力資源最重要的目標是管理勞動力和設計工作,使人們得到有效和高效的利用,并在相互承諾和信任的氛圍中獲得工作生活質量,例如,不合理安全的工作,薪酬公平,也能滿足身體和生理要求。以下各種問題導致員工績效下降,最終導致業務損失。
Job design 工作設計
“Job design refers to the way tasks are combined to form complete jobs” (Robbins and Stuart-Kotze). Using job design principles results in clear job descriptions, a motivated workforce and successful completion of tasks. People are assigned to a job because they are perceived to be able to fill its requirements. . A proper job design makes jobs meaningful, interesting and challenging. Individual needs, task attributes and work setting lead to performance and satisfaction (Wood et al. 2006).
“工作設計是指將任務組合起來形成完整工作的方式”(羅賓斯和斯圖亞特·科茨)。使用工作設計原則,可以得到清晰的工作描述、積極的員工隊伍和成功完成任務。人們被分配到一份工作,因為他們被認為能夠滿足其要求。正確的工作設計使工作變得有意義、有趣和富有挑戰性。個人需求、任務屬性和工作環境會導致績效和滿意度。
According to Stevenson (2009) job design is one of the oldest aspects of operations management. Work design refers to specifies the tasks of each individual’s in terms of working environment and methods of doing job is called job designing.
根據Stevenson的說法,工作設計是運營管理最古老的方面之一。工作設計是指在工作環境和工作方法方面規定每個人的任務,稱為工作設計。
The job design helps in smooth running of the operations; the Woolworths human resources department recruit the individual for the specific job role centrally and appoint it to the various stores. Staffs at the CBD store are appointed but there is no further induction programme to guide their duties and to use it skills for serving the customers and gaining the customer satisfaction. The store manager should have the various programmes to develop their staff according to their skills and the environmental conditions. They should more specifically distribute the staff according to the need and requirement of the task with the proper planning; this will help the store in attaining the proper utilisation of the labour and time for the specific job. The staffs at Woolworths get exhausted or losses interest by repeatedly performing the same task again on daily basis. The branch management due to lack of coordination between the store and lack of supply management system fails in designing the job for the better utilisation o the labor force. The staff also lack in control or quick decisions required at the time of operations.
Although the standard work schedule in Australia is still five days and 8- hours a day and which includes the half hour break. The Woolworths store at CBD largely experiences the no show and the absenteeism of permanent staff, which results in loss of customer satisfaction and reduces business. The reason of no show and the absenteeism is the unsuitable working hours for the staff and also the long working hours lead to the no show of staff on the day of work.
作業設計有助于操作的順利運行;伍爾沃斯人力資源部集中招聘特定職位的員工,并將其任命到各個商店。CBD商店的員工已被任命,但沒有進一步的入職培訓計劃來指導他們的職責,并使用it技能為客戶服務并獲得客戶滿意度。店長應制定各種計劃,根據員工的技能和環境條件培養員工。他們應根據任務的需要和要求,通過適當的規劃,更具體地分配工作人員;這將有助于商店正確利用勞動力和時間完成特定工作。Woolworths的員工每天重復執行相同的任務,會感到精疲力盡或失去興趣。由于門店之間缺乏協調和供應管理系統,分公司管理層未能設計出更好地利用勞動力的工作。工作人員也缺乏在行動時所需的控制或快速決策。             
盡管澳大利亞的標準工作時間表仍然是每天5天8小時,其中包括半小時休息。中央商務區的Woolworths商店在很大程度上經歷了長期員工的缺席和缺席,這導致客戶滿意度下降,業務減少。不到場和曠工的原因是員工的工作時間不合適,而且工作時間長導致員工在工作日不到場。
The above discussion of the psychological components of job design provides the insight into the factors that contribute to the job satisfaction and motivation. Motivation is a key factor in the smooth and effective running of any business. It influences the quality and the productivity of the employees working in the organisation. Monetary satisfied employee is more likely to perform well comparative to the less satisfied staff. Employees are more likely to continue their employment at a company where they can communicate openly and freely with all aspects of management, up and down chain of the command. This benefits not only the employees also the organisation (Slack et al, 2004).
以上對工作設計的心理組成部分的討論提供了對有助于工作滿意度和動機的因素的洞察力。激勵是任何企業順利有效運行的關鍵因素。它影響著在組織中工作的員工的質量和生產力。與不太滿意的員工相比,金錢滿意的員工更有可能表現出色。員工更有可能在一家公司繼續工作,在那里他們可以公開和自由地與管理層的各個方面、指揮鏈的上下進行溝通。這不僅有利于員工,也有利于組織。
Work life balance from employee apparent is described as the maintenance of a balance between work life (the time spent for working at job) and life at home (that is different roles and responsibilities at home) whereby it is further been described as participation in one role has made difficult to be hundred percent in another role (Barodel, Tharenou, & Moss, 1998). Due to lack of staff at the Woolworths the current staff is made to perform long hours and given limited off, which has currently resulted in the poor performance standard by them, as they are not been able to maintain balance between their professional and personal life.
員工的工作生活平衡被描述為維持工作生活(工作時間)和家庭生活(即家庭中的不同角色和責任)之間的平衡,由此進一步被描述為參與一個角色很難百分之百地參與另一個角色。由于Woolworths缺乏員工,目前的員工工作時間長,休息時間有限,這目前導致他們的績效標準很差,因為他們無法在職業生活和個人生活之間保持平衡。
In order to solve the various issues with the Woolworths branch following strategies will be drawn in the further part of Essay.
為了解決伍爾沃斯分會的各種問題,論文的下一部分將制定以下策略。       
A well functioning process delivers the proper service. In addition Schroeder (2008) draw two key issues in service designs are the degree of variation in service requirements and the degree of customer involvement and customer contact in delivery process. These issues have an influence on determining the degree to which service can be standardized. That is every customer gets more or less the same service or highly customized to customer requests, and exactly the same service is virtually never repeated for the another customer.
一個運行良好的流程可以提供適當的服務。此外,Schroeder得出了服務設計中的兩個關鍵問題,即服務要求的變化程度以及交付過程中客戶參與和客戶接觸的程度。這些問題對確定服務標準化程度有影響。也就是說,每個客戶或多或少都會獲得相同的服務,或者根據客戶的要求進行高度定制,而且幾乎不會為另一個客戶重復相同的服務。
Woolworths Management facing challenges in designing service process to match with the requirement of the customer. The important tools that can be applied to the designing process of the service are Service matrix and Customer contact matrix. Teasley. C. E. III & Ready. R. K. (1991).
伍爾沃斯管理層在設計服務流程以滿足客戶需求方面面臨挑戰??梢詰糜诜赵O計過程的重要工具是服務矩陣和客戶聯系矩陣。
In case of Forecasting, Forecasts drive a business’s production, capacity and scheduling system which can directly affect the operation in finance, marketing, and personnel planning department. To maximise use of resources, capacity planning should be carried out. Klassen and Rohleder 2001) recommend four general strategies for demand forecast and capacity planning. Firstly, “match” that states matching capacity exactly to demand. Secondly, “provide” that maintains capacity at a certain level that can afford maximum demand. Thirdly, “control” that control demand to be at average level and fourthly, “influence” which influence in reducing magnitude of peaks and valleys of demand and match capacity to the resulting pattern.
在預測的情況下,預測會驅動企業的生產、產能和調度系統,從而直接影響財務、營銷和人事規劃部門的運營。為了最大限度地利用資源,應進行容量規劃。Klassen和Rohler 2001)提出了四種需求預測和容量規劃的一般策略。首先,“匹配”是指將產能與需求完全匹配。第二,“提供”,將產能維持在能夠承受最大需求的一定水平。第三,“控制”,將需求控制在平均水平;第四,“影響”,影響降低需求的峰值和低谷的幅度,并使產能與最終模式相匹配。
It is an important tool for the Woolworths management to overcome the forecasting issues as it will help in gaining the knowledge about the customer taste preferences and demand for the various goods and services at Woolworth store.
這是伍爾沃斯管理層克服預測問題的一個重要工具,因為它將有助于了解客戶對伍爾沃思商店各種商品和服務的偏好和需求。
Retail-oriented operations management research has focused on a variety of issues, including forecasting techniques, the use of vendor-managed inventory (VMI), and the operational antecedents of service quality and profitability. Organization having well operation system delivers the proper service. (Andrews and Parsons, 1989). The two key issues which are considered in service design is are the degree of variation in service in service requirement and the degree of customer involvement and the customer contact in delivery process these issue have raised the concerned for the determining the degree to which and what standards the degree can be standardized. According to the Hayes (1996) another strategy that can be effective is the customer contact matrix. In this system the customer contact is eliminated for the better efficiency such as the self checkout counters which help customers in purchasing the goods at the counters of their own, the Woolworths management needs the self checkout counters also the staff which help them in guiding the customers from the selection to the purchasing goods, other system are costly but they require high interaction of the staff with the guests, with the low involvement of staff for the service and customers full involvement in purchase increases the rate of high satisfaction among the customers.
面向零售的運營管理研究集中于各種問題,包括預測技術、供應商管理庫存(VMI)的使用以及服務質量和盈利能力的運營先驗。擁有良好運營體系的組織提供適當的服務。在服務設計中考慮的兩個關鍵問題是服務要求中服務的變化程度,以及客戶參與的程度和交付過程中的客戶聯系,這些問題引起了確定標準化程度和標準的關注。根據Hayes另一種有效的策略是客戶聯系矩陣。在這個系統中,為了更好的效率,消除了與客戶的聯系,例如自助結賬柜臺,它幫助客戶在自己的柜臺購買商品,其他系統成本高昂,但需要員工與客人的高度互動,員工對服務的參與度低,客戶完全參與購買,提高了客戶的高滿意度。
Demand and capacity management strategies 需求和容量管理戰略
To determine the capacity of resources and maximizing the use of the resource, also to achieve profitability in the operations Break even analysis is the efficient tool for evaluating the capacity (Waller L.D 2003). With the help of this tool branch management can analysis the status of the store, as it provides the clear picture of the number of the goods produced and sold. This advance tool is appropriate to measure the large investments involved. This approach will help in gaining the clear picture of the branch goods produced and sold.
確定資源的能力并最大限度地利用資源,同時實現運營的盈利能力盈虧平衡分析是評估能力的有效工具。借助該工具,分支機構管理人員可以分析商店的狀態,因為它提供了生產和銷售商品數量的清晰圖片。這一先進工具適用于衡量所涉及的大型投資。這種方法將有助于清楚了解生產和銷售的分支商品。
Another tool for the total quality management is the six sigma. Six Sigma is the comprehensive system for achieving and attaining the business system. By implementing the Six Sigma improvement model which first defines the critical output and identifies the gaps for improvement, secondly measures the work and collects the data for the process that can help close the gaps. Thirdly analysis the data fourthly improves the data by modifying the or redesigning the existing procedures and lastly control the new process to make sure the performance levels are maintained
全面質量管理的另一個工具是六西格瑪。六西格瑪是實現和實現業務系統的綜合系統。通過實施六西格瑪改進模型,該模型首先定義關鍵產出并確定改進差距,其次測量工作并收集有助于彌補差距的過程數據。第三,分析數據第四,通過修改或重新設計現有程序來改進數據,最后控制新流程以確保保持性能水平
Implementing the Six Sigma is a big commitment is the Woolworths management implements in the operations to improve the quality of the service and the goods it will help in raising the customer satisfaction.
實施六西格瑪是Woolworths管理層在運營中實施的一項重大承諾,以提高服務和商品的質量,這將有助于提高客戶滿意度。
Planning and Scheduling System: 計劃和調度系統
To attain the efficient operation system, that is the capacity of the outlet, customer demands. Woolworth’s management can use the advance planning and scheduling system. With the help of this system the Woolworths management can use the linear programming techniques and other algorithms to develop planned schedules. In this system the Woolworths can manage the future demand efficiently for instance what to order and how much to order to the various suppliers.
為了實現高效的運營系統,即網點的容量,客戶需要。伍爾沃思的管理層可以使用提前計劃和調度系統。在該系統的幫助下,伍爾沃斯管理層可以使用線性規劃技術和其他算法來制定計劃時間表。在這個系統中,Woolworths可以有效地管理未來的需求,例如向各個供應商訂購什么和訂購多少。
Effective human resource 有效的人力資源
Labor planning 勞動力計劃
Labor planning is the means of determining the staffing policies dealing with the employment stability and work schedule. The major problem with the Woolworths CBD branch is to maintain the work schedule of the employees. In today’s fast pacing environment the employees require the flexi timings at work. Flexitime allows the employees within limits to determine their own schedule, as this policy provides employees more sovereignty and independence on the part of the employee.
勞動計劃是確定與就業穩定性和工作計劃有關的人員配置政策的手段。Woolworths CBD分公司的主要問題是維持員工的工作計劃。在當今快速發展的環境中,員工需要靈活的工作時間安排。彈性時間允許員工在有限的范圍內確定自己的時間表,因為該政策為員工提供了更多的主權和獨立性。
Similarly it is effective for the management on the cost point of view as it enhance the job satisfaction. Another option is the flexible work week; this plan often calls for the fewer hours but the longer days in week
同樣,從成本角度來看,它對管理層是有效的,因為它提高了工作滿意度。另一個選擇是彈性工作周;這個計劃通常要求每周工作時間少,但工作日長
With the help of the flexibility in the working hours of the employee Woolworths can gain the job satisfaction from the employees by managing the staffing according to the employees availability, as it will help them in gaining freedom to work and manage their social life.
Managers in the organisations must build or rebuild loyalty and commitment, and create a positive organisational climate in which employees are motivated to achieve at high levels of work performance .To motivate the employees monetary rewards take the form of bonuses, profit and gain sharing and incentive systems. To motivate the employees the various schemes can be adopted such as the incentives system is based on personal productivity of the employee. It helps in motivation the employees to produce or give the best above the predetermined standards.
借助員工工作時間的靈活性,Woolworths可以根據員工的可用性管理人員配置,從而獲得員工的工作滿意度,因為這將有助于他們獲得工作和管理社交生活的自由。             
組織中的管理者必須建立或重建忠誠度和承諾,并創造積極的組織氛圍,激勵員工實現高水平的工作績效。為了激勵員工,貨幣獎勵的形式包括獎金、利潤和收益分享以及激勵制度。為了激勵員工,可以采用各種方案,如基于員工個人生產力的激勵制度。它有助于激勵員工在預定標準之上生產或提供最好的產品。
Also the staff must be maintained with the different job role every week. That is variety is added to the employees prospective of job. It helps in marinating the interest of the employee at workforce
此外,員工每周必須保持不同的工作角色。也就是說,員工的工作前景增加了多樣性。它有助于提高員工對工作的興趣
Conclusion 結論
Finally concluding the essay, the issues raised in the essay due to incapable delivery of employees is affecting the operations performance standards. Various issues, such as the poor service design and selection, process inadequacy, inefficient supply chain management, improper forecasting, and inefficient human resource system. In balance capacity management is together affecting the customer’s satisfaction standards.
最后總結文章,文章中提出的由于員工無法交付而導致的問題正在影響運營績效標準。各種問題,如服務設計和選擇不當、流程不足、供應鏈管理效率低下、預測不當以及人力資源系統效率低下。平衡能力管理共同影響著客戶的滿意度標準。
Due to the nature of the retail industry in the process of customer service, the design of service for the customers should be present. Changing according to the change in the customer requirement is the basic ingredient of the retail industry; customer satisfaction can be gained by providing better delivery of goods and services to its customers. If the customers are satisfied they will not only provide repeat business but also share their personal positive experience with others. Customers with the high level of satisfaction will provide profitability to the business than those who are merely satisfied.
由于零售業在客戶服務過程中的性質,為客戶服務的設計應該是現成的。根據客戶需求的變化而變化是零售業的基本要素;通過向客戶提供更好的商品和服務,可以獲得客戶滿意度。如果客戶滿意,他們不僅會提供重復業務,還會與他人分享他們的個人積極經驗。與那些僅僅滿意的客戶相比,滿意度高的客戶將為企業帶來盈利能力。       
To maintain the high standards of the employee performance it requires the employees who are flexible, smart, presentable, and adaptable.
Quality control is the important factor for the retail outlet. For the better quality and minimizing the errors the Six Sigma can help in improving the quality control tool in the branch. As the part of the action plan, the major focus of the management should be in minimizing the efforts
Essay raises the issues which as the efficient operation managers are assessed and various operations tools to improve the quality of the service and the personal performance of the staff. With the implementation of the strategies such as the Six Sigma, incentive system and work schedule will help in improvising the performance standard of the staff.
為了保持員工績效的高標準,需要靈活、聰明、體面和適應性強的員工。             
質量控制是零售店的重要因素。為了更好的質量和最小化誤差,六西格瑪可以幫助改進分支機構的質量控制工具。作為行動計劃的一部分,管理層的主要重點應該是盡量減少努力
The Sydney CBD Woolworth is currently requires the designing of the operation system that is the management communication strategies. The employee at Woolworths have suffered from the improper design system and management strategies which lead to the loss of motivation and resulting in the decrease of their own personal performance system.
References 參考文獻
Andrews, B.H.& Parsons,L.L. 1989, ‘Bean chooses a telephone agent scheduling system’, Interfaces, vol 19, issue 6,pp.1-9.
Aviv.Y, 2001, “The Effect of Collaborative Forecasting on Supply Chain Performance”, Management Science; Oct2001, Vol. 47 Issue 10, p1326-1343.
Cheng,T.C.E.& Gupta, M.C., 1989 ‘Survey of scheduling research involving due date determination decisions’, European Journal of Operational Research’, vol 38, pp. 156-166.
Bardoel, E., Tharenau, P., & Moss, S. (1998), Organizational predictors of work-family practices, Asia Pacific Journal of Human Resources, vol. 36, pp. 31-49.
Teasley. C. E. III & Ready. R. K. 1991. Human Service Matrix: Managerial Problems and Prospects, Public Administration Review. Vol. 41, No. 2, pp. 261-267.
Thompson, M, G. 1995, Improved Implicit Optimal Modeling of the Labor Shift Scheduling Problem, Management Science, Vol. 41, No. 4 pp. 595-607.
Waller L.D 2003, Operation Management – a Supply Chain Approach, Thomson Learning, 2nd Edition. Pp 365, 559-628.
澳洲留學生essay范文提出了評估高效運營管理人員和各種運營工具以提高服務質量和員工個人績效的問題。隨著六西格瑪等戰略的實施,激勵制度和工作時間表將有助于提高員工的績效標準。悉尼中央商務區伍爾沃思目前需要設計運營系統,即管理溝通策略。Woolworths的員工因設計系統和管理策略不當而失去動力,導致其個人績效體系下降。本站提供各國各專業留學生essay寫作指導服務,如有需要可咨詢本平臺。

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