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Operations Case Studies by topic
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 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 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...
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...
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...
Building an airline through brand values
Anybody who has bought a car will tell you that there are tangible points of difference which affect their decision to make a purchase....
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...
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...
Health safety in the modern workplace
The importance of Health & Safety
Health and Safety lies at the heart of an organisation's commitment to the people that work for it and...
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...
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...
Innovation at Heinz
At one time, certain businesses operated in static environments, whereas others operated in dynamic environments. Today, the majority of businesses operate in a dynamic...
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...
Taking flight into the future
One of the most significant economic developments is the internationalisation and globalisation of commerce. Almost every type of business is influenced by global events...
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...
Becoming a lean service organisation
The Legal Services Commission is a service organisation. It provides legal services through its Providers in the form of advice and legal help to...
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...
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...
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...
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...
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...
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...
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...
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....
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...
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...
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...
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...
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...
The importance of quality in creating a competitive advantage
Most businesses operate in competitive markets: they have to 'take on' and 'see off' rivals. Each organisation must decide for itself how best to...
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...
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...
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...
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...
Developing a product
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...
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...
From bean to bar the production process
Most of us love chocolate in one form or another and every week a typical UK citizen spends around £1.80 on it. Amazingly, UK...
Delivering service excellence in the supply chain
As consumers, we expect our favourite brands to be available wherever we want to buy them and to be of the highest quality. For...