Operation management Essay

a) IntroductionThe fraternity that our sort chose to study is City of Dreams Macau ( come up), which is located in Macau Cotai coherent highway. gain is a diversified merriment resort, which contains a rich set of entertainment, grand hotel accommodation, internationalist cuisine, internationally renowned brands as fountainhead as casino. Luckily, we found a coach-and-four in entertainment and progress department of this confederation to overhaul us conduct an interview. The in act uponation of this managing director are as follows private instructor name Hu dTelephone number 66884314Position Theatre directorMain responsibilities All ticketing and frontline day-to-day feat of Atrium, terpsichore Water, Hard rock pool party, The Junyue MMA boxing matches, CUBIC ticketing and TABOO. frustrates corporal goal, as stated by Lawrence Ho, is to become the tourist resort that makes Asian and neverthe slight the global tourists to seduce multi-day stay, and to consolidate M acau as Asias leading untenanted and tourism center. rile locate in one of the most militant area in Taipa, Macau. at that place are several entertainment resort hotels, such as Venetian, Sands Cotai Central, Galaxy Macau these competitors. taunt has to keep its scrap to fight with them. So turn on supplys with wholesome(a)-nigh entertainments (like the house of Dancing Water, cream of tartar treasure, and so forth)to curl up the customers to come to imbibe to achieve corporate goal. In inn to improve rung flavor, entertainment and progress department also cooperate with HR department to offer nurture program to staff. Staffs gage go for training as long as they are available. In corporate positioning, drum up conceptualises that it wants the advantage of providing something different than some other competitors by implementing the differentiation strategy, for example, go Dancing Water, Atrium to customers. reproof also has high requirement on theentertainmen t activities they offered. In the past, COD once thought of opening a cinema. However, COD thinks cinema is non very high-end and it go forth low the elegance of COD, so COD rejects the consideration at last.b) Current OperationsThe accredited surgical operation is to provide above entertainments to customers and make sure that the entertainment activities go smoothly. The theatre director has to measure ticketing and frontline roleplayings keep tribulationning. In the ticketing, the conductor said COD provide 6070%s ticket for internet sell, and the proportion of the ticket entrust provide to the agent like travel agencies, these agencies entrust sell the tickets to the group customers.The motorbus said COD wont overbook the ticket to croak the maximum clams, because their builds are unique, and they care more slightly(predicate) the quality rather than the quantity. They find to take-care some special requests person, providing thingummy to them. COD tries to c ome in a balance mingled with making profit and remaining service quality.Show give the bouncecellation & CompensationCOD sometimes organisation lines of army washbowlcellation of Dancing Water and receive complaints from customers. Also, in that location whitethorn take up some mistakes on the casual operation, so the customers will not settle with the services and have complaint with COD. For the compensation part, COD build a compensation standard to deal with customer complains. The general approach is to take the customer complaint at first place, for example, ticket refund.However, if the compensation exceeds the companys standard, indeed COD will take companys benefit at the first place (e.g. some customers will use up for airplane tickets refund and it will be transferred to high aim manager to determine the compensation take). Also, CODs management group will have meeting every week to discuss complaint personal business and try to analyze whether it is due to guests vexatious or they have some shortcomings. If they think that they are not doing well, then they will think of ways and make improvement. DecentralizationInstead of centralization, COD tends to have decentralization because they believe that this is more effective. COD depend on staffs to help monitorthe trading operations of entertainment activities, so manager do not need to intentionally spend efforts on ensuring the operation of activity is smooth and they can focussing on the overall operations. Staffs can directly go to their supervisor when they brushwood conundrums. Also, manager will assign some employees who are in higher position to help monitor the lower level employees performance, as well as daily operation of activity.Supervisors directly ask the higher level staffs about the chores on work(e.g. do small circle of people go and is there any employee they find that is difficult to name along with others ) in ordain to get a respectively good ration ality about whats going on of daily operation. reinforce systemThere is no settle with system implementing now for the staff performance. According to the interview, there was a final payment system before, employee who performs well will get exhaust coupons of restaurants in COD, concert tickets, shopping tickets, or dancing water tickets, etc. as a bonus. However, it was cancelled due to the inefficiency.In the past, company permit employees to vote for the best employee, and it causes problem that employees will vote to their friends, instead of having an military rating about who is the best employee. COD think that it cannot reflect the truth and is meaningless. Therefore, COD now cancel the recognize system and use the money to switch department activities, e.g. BBQ or order take-away for all employees in the department. groomingCOD use decentralization to let employees help maintain the current operations. Employees have to handle problems met by them. Therefore, train ing is an important way to hold back staffs quality and performance. The manager said the COD do very well in staff training, COD provides many training courses to the staffs to improve their work quality and skills. In usual time, they will post a form that includes all the training courses available along with corresponding time schedule, staffs can decide which training course to participate in accordance with their running(a) time.COD will try to accommodate staffs working time to provide training courses. If it is not possible to arrange the suitable time for the staffs, unbroken work should be taken in the first place. Staffs can wedlock the training courseafter finishing the work. In most of the time, COD wont enforce the staffs to participate training courses, staffs participate these training course voluntary.But there are some training courses that are compulsory to every staff match to CODs requirement. For example, in the future, COD will open a new show in CUBIC, a nd COD will arrange each employee to inhabit 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 good inclination to let all employees help monitor the daily operations of activities, so manager can focus more on the overall operations, there also some drawbacks caused by decentralization. According to the current operations, employees report to manager directly if they find problems on daily operations. It raises possible problems like (1) The quality of work whitethorn be poor because there is no gather in responsibility assigned to specific employee.The monitoring work conducted by employees may not be efficient. If there are problems that employees failed to recognize, manager may not know, because employees report is the only way for manager to get detail daily operating information from employees, it affects the operation activity in the short run if the probl em is not negligible.(2) No regular meeting is required 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 well-favouredger problems if the problem is crucial to the organization. Moreover, employees may not have a very good understanding of the companys strategy and may make inappropriate decisions without fully understanding the big picture.Reward systemNo reward system is use in current operations due to the former unsuccessful reward system. Employees individual performance is not linked with reward. Employees may be less motivated. Show cancellationIn the interview, we asked the COD manager What the most difficult problem that you had faced. The COD manager answered us is the show cancellat ion, 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 book the tickets in a few days ago, they received message from COD about the show cancel after they arrived Macau.This thing disturbs their plan. COD engage they need to cancel the shows because of the technical problems, and they will return the ticket fees, precisely they wont compensate the other loss, so audiences feel uncivilized and disappointed with COD. This thing will hurt the image and reputation of COD, it can decrease customers that want to come to COD to watch the show, and decrease the profit. d) dissolventDecentralization1) Manager should provide training to staffs in order to arm their awareness of responsibility. Manager may also provide some signpost to staffs about what they should do if they encounter problems. Moreover, instead o f 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 testicle way to express their opinions or problems they found, so problems can be meliorate or solved in a more efficient way. Reward systemAccording to the interview, the former reward system is based on the vote of employees among each other, and this would easily cause about inequity. We recommend that COD may develop a reward system for a audition using different voting method. Instead of basing on the vote among employees, the department should create a criterion map for all the employees to be monitored by the supervisor. Once the employee performs great in some area, she/he will get a point in that part.The final stigma is the cumulative score of every part. At the end of one period, the entire criterion chart should present thedegree of performance of the employees, which could be the grounds to decide which employee to get the rewards. See whether employees performance have improved under implementing the new reward system by making evaluation from period to period. If the result is good, then company should consider implementing a reward system in order to encourage employees for better performance in the long-run.This kind of solution will eliminate some bias 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) get down a contingency plans. The staffs of COD must make advance bring out about the show cancellation message to the customers, and then arrange the customers to return the tickets, acquire back the fees. This can mitigate the dissatisfaction of customers and reduce other unnecessary loss. However, sometimes we cannot expect accidents, which are some aspects we cannot control, and it is laboured to tell 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 want just go back fundament because of the cancellation of the shows I want to watch. So COD can open some facilities to these customers to ensure they still have an awesome experience in COD. For instance, Venetian has the In the other hand, COD can give these customers equivalent 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 involved departments. (3) And the last is to prepare a backup show. If a show has to be cancelled, customers can choose to watch the backup show. But not every customer wants to watch another(prenominal) show because they come for shows that they want to watch, and the embody of backup show is not cheap. Therefore, customers can also ask for refund and buy the ticke t undermentioned time with a discount. e) ImplementationAfter communicating the suggestions we made for the manager, he said that implementing our solution to the company right now was not practical. Theirdecisions need to be made based 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 dimension 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 using different 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 efficiency 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 equivalent 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 gist 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.