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Operations Case Studies by topic

Continuous improvement within an organisation

Some business improvements involve a giant leap forward. An example of this would be the development of a revolutionary new product such as the...

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...

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...

The importance of customer service

Customer serviceis the whole activity of identifying customer needs in all their complexity, satisfying them fully, and keeping them satisfied. Customers are people who...

Client servicing in a customer-focused organisation

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...

Managing and rewarding customer loyalty

This case study focuses on the way in which Britannia Building Society has continued to place its customers at the centre of all its...

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...

Adding value through health and safety

Adding value to a product involves making it more desirable and better for the final consumer. Ways of adding value to a product or...

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...

How to act if your employee gets injured at work

Just like pretty much anywhere else, it is probable that sooner or later an accident happens at your workplace. The important thing to keep...

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...

Fastflow to fashion

The Burton Group is one of the largest fashion retailers in the UK, operating nearly 1,500 outlets and 92 department stores in high streets...

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...

Competitive advantage through efficiency

The food retail industry is a highly competitive market. More so than ever, organisations need to offer customers value for money. Customers want the...

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...

Lean production

This case study focuses on the way in which Jaguar, one of the world’s most prestigious car manufacturers, has employed lean manufacturing processes. This...

Locating a business to enhance the customer experience

One of the most important decisions a business has to make is where to locate. The location of the business can have a significant...

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...

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...

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...

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...

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...

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...

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...

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...

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...

Marketing solutions via technology

When Michael Marks and Tom Spencer became partners in 1894, they could not have imagined what they were creating. Their energy, drive and enthusiasm...

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...

Progress with e-commerce

Since Bill Gates founded Microsoft Corporation in 1975, its mission has been to create software for the personal computer that empowers and enriches people...

Staying Ahead By Meeting Changing Consumer Needs

Consumers’ buying habits reflect their personality, income, age, lifestyle and aspirations. What people want to buy changes over the years. Many consumers constantly seek...

Organic product development to accelerate growth

“IF YOU CAN INVENT A BETTER MOUSETRAP THE WORLD WILL BEAT A PATH TO YOUR DOOR!” Many of the best business lessons are based on...

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...

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...

Planning for quality and productivity

Nissan Motor Manufacturing UK Limited (NMUK) is the UK's largest car manufacturing plant which is located near Sunderland. In terms of the number of...

Creating quality customer care

Zurich Insurance Group provides insurance and other financial services to both individuals and businesses. The group has more than 130 years experience and is...

Standardization 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...

How innovation drives research and development

Using a laptop computer, Smartphone or iPad has become an essential part of everyday life for many people. Few, however, will be aware of...

Tencel – the fibre of fashion

Courtaulds is an international chemical company with annual sales of more than £2 billion, employing 17,000 people in 45 countries worldwide. It developed from...

Taking a long term view developing fuels for the future

How we use oil is becoming an increasingly important issue. There has been growing concern over society's dependence on oil, the impact of vehicle's...

Managing the supply chain for globally integrated products

Today many of the products that we consume have been brought to us through globally integrated distribution systems. Striking examples are the fruit and...

The importance of sustainable purchasing and supply

What would happen if Christmas trees were not available until Easter? How would you feel if you tried to buy a coffee at your...

Developing a sustainable supply chain to add value

Lafarge may not be a company name that you would quickly recognise but its products and expertise have helped to create some of the...