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Operations Case Studies by topic
Continuous improvement as a business strategy
The steel manufacturing company Corus focuses on meeting the needs of its worldwide customers and providing innovative solutions. It manufactures, processes and distributes steel...
Product development through continuous improvement
Corus is part of the Tata Steel Group, the world's sixth largest steel producer. Within Europe, Corus is the second largest steel producer with...
Continuous improvement the Corus way
Corus is an international metals company. In 2005 it was the eighth largest steelmaker in the world. The company has an annual turnover of...
An integrated approach to customer service
When customers buy a product or service they are increasingly aware that they are also buying an element of service that goes with it....
Using call centres to deliver customer solutions
Customer satisfaction depends upon a product’s performance in relation to a buyer’s expectations. If the product’s performance falls short of expectations, the customer will...
Developing a customer focused sales strategy
Changing customers expectations
The 1980s were marked by a growth in consumer spending and a housing boom. Easy access to credit made it possible for...
Creating world class performance in a Jaguar assembly plant
In recent years, many UK manufacturing and service industries have transformed their production methods and processes. Businesses that have been at the leading edge...
People in organisations
When you run a large organisation, you are likely to have a large number of employees. The Singapore Airlines Group has more than 29,000...
Success through managing quality, safety, customer service and cost
Walkers are the UK's biggest crisp manufacturer. The business operates the world's largest snack factory at Bursom Road, Leicester.
Walkers had a humble origin, Mr...
Health and safety in the workplace
Everyone has the right to be in a safe and healthy workplace. This is a basic human right as most people spend a large...
Operating an effective Safety, Health and Environmental Policy
Living is a risky business. Taking risks begins in childhood, and continues throughout our lives and into old age, when many accidents are associated...
Innovation research and development
The Dyson Dual CycloneTM is the first breakthrough in vacuum cleaner technology since 1901. In 1979, James Dyson noticed that his bag vacuum cleaner...
Staying ahead in a competitive environment
For any business, becoming and staying the market leader is a huge task, even for household names such as McDonald's. Keeping ahead involves continuous...
Creating innovation for competitive advantage
Companies must innovate in order to keep ahead of their competitors. If an organisation wants to create a business strategy that keeps it at...
Building the Jaguar S-Type at Castle Bromwich
The background to Jaguar provides a good example of entrepreneurship - identifying opportunities, creating a winning formula and responding to consumer needs to build...
Using six sigma statistical thinking to improve business processes
It is easy to identify key competitors in a market by their goods or services. These products clearly meet customer needs in terms of...
Lean production at Portakabin
Portakabin is an international company. It produces some of the most advanced building systems available. The company is part of the £700 million turnover Shepherd...
Relocating a Gala Club
Gala Clubs
The core business of Gala Clubs is bingo. Bass PLC originally owned it, but in 1997 it became a private limited company following...
Sustainable performance in the construction industry
Cement was invented in England in 1824 and is a key ingredient in concrete. Every year the average family uses one tonne of cement...
Managing a store relocation project
This case study describes the relocation in 1994 of the Marks & Spencer store in Kendal. The situation presented is a relatively unusual example...
Developing a stronger customer focus
Customers are not simply looking for good products. Rather, they seek good products which address their individual needs and buying requirements. The result is...
Embracing and pursuing change
With the changing expectations of customers, organisations constantly need to adapt to remain competitive. When faced with such pressures for change, managers may look...
Creating the UK’s ultimate travel experience
As a newly-formed rail operating company, Great North Eastern Railway Ltd (GNER) took over one of the new rail franchises to run train services...
The acquisition of Dr Pepper/Seven Up Company Inc
This case study focuses on how Cadbury Schweppes acquired the American-based company Dr Pepper/Seven-Up. Of particular interest is the thinking and purpose behind the...
Design as a differentiator
Good design is an important attribute of a successful product. A well designed product will stand out from rivals, win customer loyalty and sometimes...
Using colour in new product development
It's a colourful world!
Akzo Nobel’s products are among the most looked at in the world. Its business is colour. It is a company literally...
One to One – Designing user-friendly technology
“Roy, the first shipment has just arrived, I thought you might like to see one.” Gary Maughan passed Roy Doughty a handset across the...
Turning waste into wealth
The challenge facing the world economy today is to provide sustainable approaches to economic growth. Industrial processes have the potential to provide better living...
Staying ahead embracing new technologies in a new digital world
Today we live in a digital world in which information can be communicated rapidly and efficiently, and in which images, sound and text are...
Creating a New Transport System for a Modern City
Cities are not just concentrations of people, they are also centres of economic activity and decision-making. Many European cities now face a transportation crisis....
Introducing a Pan European product
The Chiefs of Air Staff of Germany, Italy, Spain and the United Kingdom signed an agreement to develop a new European fighter aircraft in...
New technology development in the primary sector
Anglo American is a UK public limited company that operates on a global scale, with mines in Africa, Europe, South America, Canada, Australia and...
Using innovation to create a competitive advantage
We live in a digital age. Music, video, phone calls, information creation and information consumption are all, by and large, done digitally. A huge...
Sustainability and water
Intelligent businesses in the 21st century operate with an awareness of their responsibilities to all of their stakeholders, not just responsibilities to directors and...
Quality through standards
BSI was the pioneer in creating standards. It is the UK's National Standards Body - the world's first. It also plays a prominent role...
Standardisation and quality management
Imagine a world in which consumers cannot tell how reliable a product or service is and have no knowledge about the suitability of things...
Implementing quality systems
A quality material, product, process, service or system is one that meets the needs of customers. Today, customers, including consumers, know what they want...
Creating a competitive advantage through research and development
The origins of Sheffield Forgemasters can be traced back to 1805. In that year, Edward Vickers, a traditional miller, made the largest steel ingot...
Leading innovation in world healthcare
AstraZeneca is one of the world’s leading pharmaceutical companies, producing a powerful range of medicines designed to fight disease in important areas of medical...
Product design through research and development
Syngenta is one of the world”s largest plant science companies. It is a leader in crop protection - developing products to control weeds, pests...
Supporting agriculture to create sustainable development
Stretching from Cape Town in South Africa, across the Sahara Desert, to the Mediterranean Sea in the north, Africa is the world's second largest...
Managing Stock To meet Customer Needs
McDonald's is one of only a handful of brands that command instant recognition in virtually every country in the world. It has more than...
Supply chain from manufacturing to shelf
The Kellogg's Cornflake Company began in 1906 with the Kellogg brothers who originally ran a sanatorium in Michigan, USA. They experimented with different ways...