1.7.2 Objectives of Operations Management
Objectives of operations management can be categorised into customer service and resource utilisation.
CUSTOMER SERVICE
The first objective of operating systems is the customer serivce to the satisfaction of customer wants. Therefore, customer service is a key objective of operations management. The operating system must provide something to a specification which can satisfy the customer in terms of cost and timing. Thus, primary objective can be satisfied by providing the ‘right thing at a right price at the right time’.
These aspects of customer service—specification, cost and timing—are described for four functions in Table 1.2. They are the principal sources of customer satisfaction and must, therefore, be the principal dimension of the customer service objective for operations managers.
TABLE 1.2 Aspects of customer service