Operations case studies
Edition 15: This case study looks at why and how a number of HR activities have recently been centralised at the Legal Services Commission and the benefits these changes have brought to staff, the public and the organisation.
Edition 4: This case study focuses on the challenges facing Lucent Technologies following its demerger in 1995 from AT&T.
Edition 14: This case study focuses on how Corus used its knowledge and experience of continuous improvement (CI) to win new business.
Edition 13: This case study focuses on the process of Continuous Improvement (CI) at the CCI steel plate manufacturing mill at Scunthorpe. It will show how Corus is finding new ways of achieving its objectives from existing resources.
Edition 12: This case study looks at how use of Kaizen can achieve improved productivity and a culture of continuous improvement.
Edition 11: This case study helps students understand how companies train, develop and communicate with staff to delivery continuous improvement.
Edition 3: This case study focuses on the major re-structuring of R Griggs Group Ltd's shoe making business. Its aim was to improve control over its operational and selling activities across the world. It shows that planning is an ongoing process of continuous improvement.
Edition 17: This case study examines how TNT’s Customer Promise reflects its core strategy of customer focus and aligns with its corporate values to influence the organisation’s culture.
Edition 16: This case study shows how Morrisons uses customer service to differentiate itself from its competitors, motivate its colleagues and help the business to grow.
Edition 14: This case study shows how the online bank first direct positions itself in the retail banking sector.
Edition 13: This case study examines how a strategy focused on customer service can contribute to longterm business development.
Edition 12: This case study demonstrates the importance that Enterprise Rent-A-Car places on the role of excellent customer service in growing the business.
Edition 11: This case study helps students understand the importance of understanding what customers want to improve customer service.
Edition 10: As a result of carefully reading the Case Study, students should be able to: explain what is meant by organisational ‘culture’ and illustrate what is meant by a customer focused culture through using examples of how Homebase employees operate, understand and explain the term ‘strategy’ and show how the review cycle of ‘review’, ‘plan’ and ‘do’ enables Homebase to put its strategic plan into practice, know why customer research is important in helping an organisation to understand the wants and needs of its customers.
Edition 8: This case study examines the development of the Gala Group’s Customer Service Strategy as a total business concept. It illustrates how developing and integrating a Customer Service Strategy across the business is helping Gala to position itself for further growth.
Edition 6: This case study shows how Royal & SunAlliance has applied the principles of customer focus to provide business-related (‘commercial’) insurance to small businesses.
Edition 5: This case study focuses on how BUPA, the independent health and care company uses call centres to help provide customer satisfaction which helps it to maintain its market position.
Edition 4: This case study focuses on how one of this country’s major service organisations, The Equitable Life Assurance Society, has harnessed modern technology in order to focus better on providing an excellent service to clients.
Edition 3: This case study focuses on how Virgin Atlantic, a comparatively young international airline, has, over a relatively short period, developed a series of brand values which have enabled it to reflect these improvements in service provision.
Edition 2: This case study focuses on MFI's Sales Division Strategy launched in 1993. This strategy is based on the simple realisation that the future success of MFI's business depended on MFI's ability to meet and exceed customer expectations profitably.
Edition 2: This case study focuses on the way in which Britannia Building Society has continued to place its customers at the centre of all its activities in order to produce the benefits that guarantee a successful future.
Edition 7: This case study examines ways in which Jaguar has transformed its new assembly plant at Halewood to guarantee World Class Performance in its production systems.
Edition 7: This case study shows how one large company, Singapore Airlines, organises itself to make the most effective use of its resources, particularly its human and fiscal resources to achieve its organisational goals.
Edition 3: This case study focuses on the Burton Group’s strategic project to reconfigure its supply chain. The initiative was launched in 1994 and is called Fastflow.
Health & safety
Edition 17: This case study explains in detail how Portakabin implements health and safety policy and highlights the benefits this brings to the business.
Edition 14: This case study shows how FirstGroup, the worlds leading transport company, has developed a safety culture.
Edition 11: This case study helps students understand the role of unions understanding their work in Health and Safety.
Edition 11: This case study helps students understand operations management – balancing safety, quality, customer service and cost.
Edition 7: This case study concentrates on risks in the workplace and examines how a famous company has set out to minimise them in the case of its own potentially hazardous industry.
Edition 5: This case study examines how British Steel Engineering Steels (BSES) used Total Quality Management principles to establish a training framework to increase the knowledge and skills of Health and Safety.
Edition 4: This case study examines MFI's commitment to Health and Safety and shows how, in recent years, the company has successfully developed new approaches to auditing and measuring Health & Safety performance standards in individual stores.
Edition 8: This case study examines how 3M UK has turned ideas throughcreative thinking into realistic, affordable solutions that peoplewant. This process in known as innovation, a mix of ingenuityand enterprise marking every stage of 3M’s 100 year history.
Edition 7: This case study examines the positive way in which McDonald’s is responding to changing customer habits and increased levels of competition. Keeping ahead involves continuous hard work to enhance the reputation of the brand, coupled with product innovation based on detailed market research that indicates how to please customers.
Edition 6: This case study focuses on how building an innovative culture has enabled Procter & Gamble to meet wider business objectives and maintain its competitive advantage in a rapidly changing market place.
Edition 5: This case study looks at the ways in which Sony has been able to stay at the leading edge of the new technologies.
Edition 4: This case study looks at how Dyson developed and launched its innovative vacuum cleaner.
Edition 3: This case study focuses upon a pan-European project which involves GEC ALSTHOM and Lödige who are currently developing a Materials Handling System for British Airways at its New World Cargocentre at London Heathrow Airport.
Edition 3: This case study examines the way in which one successful company has planned to surf the wave of change.
Edition 2: This case study looks at how innovation is the cornerstone on which organisations who wish to attain and retain success are built.
Edition 18: This case study examines this commitment to society, with the sustainability and environment focus that was implemented at Nestlé Waters’ new water bottling plant in Buxton.
Edition 16: This case study will demonstrate how Aldi uses a lean approach to its business operations to offer its customers quality products at competitive prices.
Edition 14: This case study focuses on how Portakabin uses lean production methods to ensure it produces aquality product that gives value to the customer.
Edition 14: This case study shows how the process of reform, using lean production principles, is helping the Legal Services Commission to cut down on any wasteful expenditure.
Edition 8: This case study illustrates how Cummins uses an initiative, ‘Six Sigma’ for process improvement to significantly improve its business processes. Using statistical tools and data as a base for analysis, Six Sigma enables Cummins to improve its understanding of critical business and operational processes, generating major cost savings.
Edition 5: This case study focuses on the way in which Jaguar, one of the world’s most prestigious car manufacturers, has employed lean manufacturing processes.
Edition 4: This case study examines how Jaguar has reconstructed a factory at Castle Bromwich in Birmingham to build its new Jaguar S-Type. range.
Location of business
Edition 16: This case study focuses on how Enterprise Rent-A-Car decides where to locate its new or relocated branches.
Edition 16: This case study examines how CEMEX locates and carries out its operations in a sustainable way.
Edition 5: This case study focuses upon the relocation of a Gala Club within Ashton, in the North-west of England. It shows how selecting the best site for relocation involved analysing a Membership Information Database Analysis System (MIDAS) and a demographic profile of the area.
Edition 1: This case study describes the relocation in 1994 of the Marks & Spencer store in Kendal.
Management of change
Edition 12: This case study shows how AEGON has responded to its changing business environment to achieve its goals.
Edition 6: This case study looks at how Corus, one of the world’s leading steel companies, has developed a market focused approach.
Edition 4: This case study looks at the way in which an organisation can make a fundamental change in the way it approaches its business and the processes necessary to translate the ideas on paper into the realities of day-to-day business practice.
Merger and acquisition
New product development
Edition 14: This case study focuses on how Anglo American carries out new product and process development.
Edition 13: This case study focuses on how Intel takes an integrated approach to research, development and manufacturing to drive its business.
Edition 5: This case study focuses on Philips and how a competitive edge can be built through design. The Philips-Alessi Line was the creation of a new set of products designed to ‘re-humanise the kitchen’.
Edition 5: This case study examines how Akzo Nobel's customer-orientated service and product development programme maintains its strong market position.
Edition 2: This case study tells the story of the design and development of the One 2 One handset.
Edition 8: This case study illustrates ways in which organisations like schools and businesses can become more efficient by integrating their Information & Communications Technology effort. Society also stands to gain; students who become familiar with good Information Management practice are better equipped to become effective members of the workforce of the future.
Edition 8: This case study looks at how Polestar has responded to the opportunities presented by new digital technology. It has adopted CTP technology so as to provide its brand-leading customers with a competitive edge.
Edition 5: This case study focuses on how information technology enables Morgan Stanley Dean Witter to operate within the global financial market place and maintain a competitive advantage.
Edition 5: This case study focuses on the use of an Intranet service to help customers make informed choices when buying Bryant Homes properties.
Edition 5: This case study considers Microsoft’s development of e-commerce and its impact on some of Microsoft’s customers.
Edition 3: This case study outlines the way in which Adtranz has created the tram of the future, the EUROTRAM, for Strasbourg - the European city lying at the hub of the European Union.
Edition 3: The case study shows how new technology, developed by ICI, enabled the conversion of agricultural waste by-products into high value materials for building and other industrial uses.
Edition 2: This case study focuses upon one aspect of the physical distribution activities ‘behind the scenes’ at Marks & Spencer. Physical distribution involves all the essential activities required to make products available for customers and is a fundamental dimension of customer service.
Edition 7: This case study shows how the popularity of Heinz’ core icon products has been maintained and enhanced, by developing aspects of the product or brand, to keep them relevant and satisfying for modern consumers.
Edition 5: This case study illustrates how Marconi Communications has developed leading-edge products that have enabled it to position itself as world leader in key areas of the telecommunications market.
Edition 5: This case study looks at the strategies involved in developing and manufacturing a pan-European product.
Edition 3: This case study focuses on how FKI created an innovative new product which yielded outstanding benefits to its customers - the electricity supply industry.
Edition 9: As a result of carefully reading the Case Study, students should be able to: know the basic economic problem and how it is solved, understand the factors of production and opportunity cost, describe what is meant by sustainability.
Edition 17: This case study examines how Zurich brings quality to life in the care it provides for its customers every day.
Edition 13: This case study shows how BSI British Standards (BSI), the UK's National Standards Body, supports businesses at every step of the research, development and manufacturing processes.
Edition 12: This case study shows the importance of quality standards and how BSI supports organisations in achieving them.
Edition 11: This case study helps students understand the importance of quality and how standards help organisations delivery quality.
Edition 10: As a result of carefully reading the Case Study, students should be able to: understand the benefits to customers when businesses operate and produce to defined standards, explain the gains to producers and suppliers from being known to operate to defined standards, appreciate BSI’s role in creating standards for products, (including materials, hardware, software and services), processes and systems.
Edition 10: As a result of carefully reading the Case Study, students should be able to: know that quality relates to how well a product does what it is intended to do, explain how the ability to provide quality consistently gives some companies competitive advantage, demonstrate the importance of offering customers high quality service.
Edition 9: As a result of carefully reading the Case Study, students should be able to: understand why it is important to establish standards, explain the meaning of standard, standardization, quality and quality management, outline the role of standardization in ensuring the safety of users of products and services.
Edition 9: As a result of carefully reading the Case Study, students should be able to: explain why continuous flow methods are appropriate to car manufacturing, show how Total Quality Management (TQM) is a customer focused approach to production, describe examples of just-in-time manufacturing and Kaizen.
Research and development
Edition 18: This case study shows how SFIL uses research and development (R&D) to sustain its competitive advantage.
Edition 17: This case study will look at the processes of research and development at ARM and show how these support the company’s leading market position.
Edition 15: This case study shows how R&D is central to building Syngenta's product range.
Edition 12: This case study looks at the research and development process as part of product development and its importance to environmental sustainability.
Edition 10: As a result of carefully reading the Case Study, students should be able to : understand why businesses take a long-term view of sustainable business practice and investment appreciate the importance of research and development understand how R&D helps a company to develop sustainable solutions.
Edition 6: This case study examines the benefits of the merger between Astra AB and Zeneca Group and the challenges of marketing pharmaceutical products in a global market.
Edition 3: This case study focuses upon the translation of an idea into a highly marketable product.
Edition 18: This case study explores the role of purchasing and supply in the oil and gas industry.
Edition 17: This case study looks at the importance of applying the principles of corporate social responsibility to a business’ activities. It will demonstrate how Nestlé creates shared value within its cocoa supply chain to enhance the lives of cocoa farmers whilst also improving the quality of its products for consumers.
Edition 17: This case study will explore how Lafarge UK is active in all three sector of industry and how it manages the need to develop the business alongside protecting the environment and respect for local communities.
Edition 15: This case study focuses on how the second largest grocery brand inthe UK - Warburtons - manages its supply chain.
Edition 14: This case study shows how Kellogg's fulfils this mission in the later parts of the supply chain from manufacturing to shelf.
Edition 13: This case study looks in detail how IKEA has achieved its aim to be a responsible business in each of the three sectors of the supply chain.
Edition 12: This case study shows how important effective management of stock is for an organisation in both meeting customer needs and controlling costs.
Edition 11: This case study helps students understand why a sustainable supply chain is important for manufacturers.
Edition 10: As a result of carefully reading the Case Study, students should be able to: explain BCCCA’s role in providing a focus for UK chocolate manufacturers to work together on non-competitive issues, describe the global nature of the market for chocolate, understand the importance of sustainability in providing a livelihood for small cocoa farmers.
Edition 8: This case study looks at the massive, complex worldwide operations that ensures that chocolate products are on the shelves of retail outlets 365 days a year. In reality, it represents a triumph for careful planning and meticulous organisation.
Edition 7: This case study introduces some of the processes that go on behind the scenes at Exel by examining supply chain management.
Edition 6: This case study looks at how a major food company has built a Customer ServiceExcellence Programme to ensure that its products are in the right place, at the right time, in the right quantity, in excellent condition and at the lowest possible supply chain cost.
Edition 5: This case study explains why Nestlé needs a first class supply chain, with high quality linkages from where the coffee is grown in the field, to the way in which it reaches the consumer.
Edition 5: This case study focuses upon how the CBI, through the establishment of the National Manufacturing Council, works with manufacturing companies to help them to raise performance levels.
Edition 4: This case study focuses on how relationships with the supply base enables Marks & Spencer to serve customers better.
Edition 3: This case study shows how a multi-national corporation, Cargill, enables people throughout the world to enjoy a variety of food products and other commodities, which have often passed along distribution channels covering thousands of miles. The study also focuses on the way in which Cargill has encouraged emerging markets in Africa to develop since 1981.
Edition 2: This case study focuses upon how one organisation, Dexion, uses its skills and abilities to provide help for businesses of all shapes and sizes with their supply chain management problems.
Edition 2: This case study looks at how an organisation, utilising a range of strategies, added value to each part of the supply chain and won market share in a highly competitive market.