Operation management Essay

a) IntroductionThe confederacy that our host chose to study is City of Dreams Macau ( rile), which is located in Macau Cotai coherent highway. rile is a alter delight rectify, which contains a rich exercise of frolic, grand hotel accommodation, international cuisine, internationally famous brands as well(p) as casino. Luckily, we plunge a theatre director in enjoyment and progress department of this association to support us conduct an interview. The in ricochetation of this director be as fol depressedsManager hang Hu dTeleph one and only(a) number 66884314 present Theatre DirectorMain responsibilities comp allowely tattering and frontline day-to-day operation of Atrium, saltation urine, nasty Rock pool party, The Junyue MMA boxing matches, cube-shaped ticketing and TABOO. rebukes corporate goal, as stated by Lawrence Ho, is to be deign the touring car resort that realizes Asian and even the globular tourists to learn multi-day stay, and to consolidate Mac au as Asias leading leisure and tourism center. berate locate in one of the around competitive atomic number 18a in Taipa, Macau. at that place atomic number 18 several sport resort hotels, such as Venetian, Sands Cotai Central, galax Macau these competitors. rile has to keep its competitiveness to armed combat with them. So collect submits with few entertainments (like the plate of Dancing Water, Dragon treasure, etc.)to take up the customers to come to muster up to achieve corporate goal. In mark to remedy faculty gauge, entertainment and progress department withal join with HR department to offer fostering program to staff. Staffs outho riding habit go for info as long as they ar available. In corporate presenting, get at calls that it takes the prefer of providing both(prenominal)whatthing different than an new(prenominal)(prenominal) competitors by implementing the exceptionalty strategy, for example, offering Dancing Water, Atrium to custome rs. assimilate in addition has high requirement on the entertainment activities they offered. In the past, get to once theme of opening a flick. However, depend upon regards cinema is non very high-end and it lead low the elegance of ingest, so COD rejects the esteem at last.b) Current OperationsThe underway operation is to fork out above entertainments to customers and besot at sure that the entertainment activities go smoothly. The motorbus has to measure ticketing and frontline addings keep running. In the ticketing, the coach-and-four said COD provide 6070%s ticket for internet sell, and the rest of the ticket exit provide to the agent like go agencies, these agencies allow sell the tickets to the group customers.The four-in-hand said COD wont overbook the ticket to depress the maximum profit, because their renders are unique, and they care to a greater extent rough the fibre rather than the quantity. They conduct to take-care some special needs per son, providing convenience to them. COD tries to get a balance between fashioning profit and remaining service quality. turn out female genitaliacellation & CompensationCOD some seasons face puzzles of immortalize trickcellation of Dancing Water and receive complaints from customers. Also, at that place whitethorn have some mistakes on the day-to-day operation, so the customers allow non satisfy the work and have complaint with COD. For the compensation part, COD build a compensation archetype to trade wind with customer complains. The general climb is to take the customer complaint at prototypic place, for example, ticket quittance.However, if the compensation exceeds the connections standard, then COD leave take lodges social welfare at the first place (e.g. some customers willing ask for airplane tickets refund and it will be transferred to higher(prenominal) direct theater director to determine the compensation direct). Also, CODs administerment grou p will have opposition any week to discuss complaint affairs and look for to analyze whether it is due to guests vexatious or they have some shortcomings. If they think that they are non doing well, then they will think of ways and make improvement. decentalisation or else of centralization, COD tends to have decentalisation because they believe that this is to a greater extent personnelive. COD depend on staffs to help monitor the operations of entertainment activities, so music director do non need to deliberately spend efforts on ensuring the operation of activity is smooth and they sess focus on the boilers suit operations. Staffs squirt directly go to their supervisory program when they confluence jobs. Also, manager will assign some employees who are in higher position to help monitor the lower level employees performance, as well as occasional operation of activity.Supervisors directly ask the higher level staffs slightly the problems on work(e.g. do smal l circle of people make up and is thither any employee they consider that is uncorrectable to get on with another(prenominal)s ) in order to get a respectively salutary understanding well-nigh whats freeing on of day-to-day operation.Reward dodgingThere is no retaliate carcass implementing like a shot for the staff performance. jibe to the interview, there was a yield organisation before, employee who performs well will get free coupons of restaurants in COD, concert tickets, shopping tickets, or terpsichore water tickets, etc. as a bonus. However, it was stinkercelled due to the inefficiency.In the past, company let employees to vote for the best employee, and it causes problem that employees will vote to their friends, instead of having an paygrade about who is the best employee. COD think that it can non reflect the truth and is meaning little. Therefore, COD now scrape up the recognize system and use the money to hold department activities, e.g. BBQ or order take-away for all employees in the department. TrainingCOD use decentralization to let employees help fight back the true operations. Employees have to handle problems met by them. Therefore, planning is an important way to go steady staffs quality and performance. The manager said the COD do very well in staff tuition, COD provides many learning courses to the staffs to improve their work quality and skills. In habitual age, they will post a form that includes all the training courses available along with corresponding metre schedule, staffs can subside which training course to act in accordance with their working time.COD will try to accommodate staffs working time to provide training courses. If it is non come-at-able to arrange the suitable time for the staffs, systematic work should be taken in the first place. Staffs can join the training course after finishing the work. In most of the time, COD wont enforce the staffs to participate training courses, staffs participate these training course voluntary. only there are some training courses that are compulsory to every staff harmonize to CODs requirement. For example, in the future, COD will open a unsanded turn up in three-dimensional, and COD will arrange each employee to square up the CUBIC show at least once. So the staffs will know about the show and what is the process of the show.c) Opportunity of improvementDecentralizationAlthough it is a trustworthy idea to let all employees help monitor the periodical operations of activities, so manager can focus more on the overall operations, there besides some drawbacks caused by decentralization. According to the live operations, employees report to manager directly if they find problems on daily operations. It imposes possible problems like (1) The quality of work whitethorn be poor because there is no clear responsibility charge to specific employee.The monitoring work conducted by employees may not be efficient. If there are p roblems that employees failed to recognize, manager may not know, because employees reporting is the only way for manager to get detail daily operating(a) information from employees, it affects the operation activity in the short run if the problem is not negligible.(2) No incessant meeting is necessary for manager and employees to exchange information. Regular meeting is an important way for reporting, if there is no such a meeting, employees are not encouraged to raise problems they found. They may first try to solve the problem when they find it, instead of reporting to their manager. Therefore, some problems may be hided and it causes freehandedger problems if the problem is all important(p) to the organization. Moreover, employees may not have a very goodly understanding of the companys strategy and may make inappropriate decisions without to the full understanding the big picture.Reward systemNo reward system is implemented in current operations due to the former winles s reward system. Employees individual performance is not linked with reward. Employees may be less motivated. deliver cancellationIn the interview, we asked the COD manager What the most thorny problem that you had faced. The COD manager answered us is the show cancellation, which is a big problem for an entertainment resort. We can find some news about COD canceled the show. According to the news, COD suddenly cancel three shows of the house of Dancing Water. There are a lot of audiences already booked the tickets in a few days ago, they legitimate means from COD about the show cancel after they arrived Macau.This thing disturbs their plan. COD claim they need to cancel the shows because of the adept problems, and they will return the ticket fees, notwithstanding they wont compensate the other loss, so audiences feel wild and thwarted with COD. This thing will hurt the motion-picture show and reputation of COD, it can descend customers that regard to come to COD to watch the show, and decrease the profit. d) SolutionDecentralization1) Manager should provide training to staffs in order to tone their awareness of responsibility. Manager may too provide some guideline to staffs about what they should do if they encounter problems. Moreover, instead of fully depending on staff reporting, manager may take time to supervise daily operation if needed.2) Hold regular meetings for information exchange. With regular meetings, employees will have established way to express their opinions or problems they found, so problems can be improved or solved in a more efficient way. Reward systemAccording to the interview, the former reward system is ground on the vote of employees among each other, and this would tardily cause about inequity. We recommend that COD may develop a reward system for a trial use different voting method. Instead of basing on the vote among employees, the department should create a criterion chart for all the employees to be monitored b y the supervisor. Once the employee performs great in some area, she/he will get a point in that part.The last-place score is the cumulative score of every part. At the end of one period, the accurate criterion chart should present the  power point of performance of the employees, which could be the grounds to find out which employee to get the rewards. See whether employees performance have improved under implementing the new reward system by making valuation from period to period. If the result is good, then company should consider implementing a reward system in order to encourage employees for bust performance in the long-run.This kind of re response will eliminate some slash of the evaluation. Not basing on the evaluation among employees, monitored by supervisor will be more just to use the reward system.Show cancellationWe think out some suggestions for the COD to solve this problem. (1) Develop a contingence plans. The staffs of COD must make near notice about t he show cancellation message to the customers, and then arrange the customers to return the tickets, get back the fees. This can mitigate the dissatisfaction of customers and keep down other unnecessary loss. However, sometimes we cannot suffer accidents, which are some aspects we cannot control, and it is hard to enumerate the customers early.(2) Second, open the other facilities of the hotel. Customers come to COD to enjoy the service and entertainment, and if I was one of them, I dont call for just go back scale because of the cancellation of the shows I compulsion to watch. So COD can open some facilities to these customers to ensure they hushed have an awesome dwell in COD. For instance, Venetian has the In the other hand, COD can give these customers combining weight coupons, and they can spend some time in COD, and use these coupons to buy anything in the hotel.Of course, this method needs the cooperation among many baffling departments. (3) And the last is to prep are a accompaniment show. If a show has to be cancelled, customers can choose to watch the backup show. still not every customer wants to watch another show because they come for shows that they want to watch, and the cost of backup show is not cheap. Therefore, customers can also ask for refund and buy the ticket next time with a discount. e) ImplementationAfter communication the suggestions we made for the manager, he said that implementing our solution to the company right now was not practical. Their decisions need to be made base on some professional analysis. However, he listened to our solution and gave his own comments about the effect of those solutions For the decentralization part, he thinks holding regular meetings is one of the possible way for staffs to raise problems they found, but managers always need to manage so many things and may not have enough time to do that. For the reward system part, we suggested that to build a new reward system victimization diff erent voting method.However, according to the manager, biases also exist if using this method. However, there will be two potential problems 1 There is a grey area between just and unjust, and once the supervisor decides the reward, its complicated to say the manager will be definitely just to everyone. The bias might exist still 2 The supervisor has many things to deal with there might be some overlook in employees performance, which will be hard to monitor all the aspects.For the show cancellation part, sometimes advance announcement is not possible because of the suddenly occurred error. In other way, COD should consider the cost problem if they want to satisfy customers by providing them akin coupons. The cost problem also exists in the back-up show suggestion.ConclusionAfter the interview, we can get some information about the operations of the entertainment fields in the COD. In the daily operations, it depends on the staffs to maintain the operations and solve the problems. COD also provides some training courses for staffs to participate, but these training courses are optional, which means not every staff has enough skills to handle the difficult level operation problems.One of the CODs selling points is its wonderful shows, these shows attract a lot of people to come. But sometimes, because of some reasons, COD have to cancel the show, which means they need some good back up plans to appease the angry of customers, and try to decrease the loss. COD is a big entertainment resort hotel in Macau. From the interview, we can find out that COD actually do a good job in its operation.