1. OPERATIONS PERFORMANCE OBJECTIVES In accordance with Slack, Chambers and Johnston, performance objectives is a generic set of performance and indicators that can be used to set the objectives or judge the performance of any type of operation. In this context, there are five key most objectives that can or will be used to help improve the operations of a service industry (Dental health care as stated earlier). a)Quality Quality can be defined in so many ways.
In simpler terms we will describe it as the element in a product that rises above the other and is able to satisfy the needs/specifications of a consumer and has some high value attached to it. Quality in operations performance objectives for a dental health care ensures that most appropriate treatment is delivered and that customers are all treated with courtesy (getting value for their money). This entails doing the right thing at the right time and meeting customer specifications, which leaves them satisfied. b)Speed Speed is defined as the elapsed time between customers’ placing orders and the goods/services being delivered to them.
With speed, it means that the delivery of the service required is done within the shortest possible time. For example the time it takes for the dentist to screen the teeth of the patient to the time he gives an answer of what his findings are should be reduced and acceptable to the customer. In turn, this reduces likeliness of lagging behind and not being able to finish attending to all the patients in time. It does impact positively on the improvement of operations when time is highly considered. As the cliche goes, ‘time is money and time wasted is never gained, so use it wisely. ’ )Dependability Dependability is the delivery or making available of goods/services when they were promised to customers. It can also be defined as staying true to one’s word and trustworthiness. In this context it would mean avoiding cancellations of appointments with customers. It really pays highly to an organization for customers to know that they can depend on the services provided to them at that particular organization. It helps in creating rapport with the customers, hence allowing for them to even encourage other people to come and seek for services from you. d)Flexibility
This is the degree to which an operations process can change what it does, how it is done and when it is done. When something’s flexible, it simply means that there is room for change or adjustments. In this case, it means that the service industry (dental health care) should be ready to introduce new treatments and/or have many more treatment to match up to the customers’ ever changing and varying demands. This helps the industry to expand. e)Cost Cost can be defined as the monetary value attached to the services/goods provided and also attached to the production or offering of that good/service.
Cost helps to identify how operation scan be run at a more affordable price right for the marketplace the industry operates in and be able to achieve good profit margins. To the producer or service provider, the lower the cost of production the means lower the prices for the customers, which means more savings. In conclusion, “performance objectives are the key to unlocking any communications or performance initiative. The answer is the foundation and structure of your work on any project: the performance objective. ” Document Information Design Inc. 2004.
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