COMM 103 Chapter Notes - Chapter 12: Enhanced Service, Operations Management, Knowledge Management

• School: Queen's University
• Department: Commerce
• Course: COMM 103
• Professor: Gregory Libitz

Document Summary

What are operations: actual processes employed to utilize capital assets and enable strategic outcomes. Identify needs and wants of customers: analyze cost base. => uncover business: enhanced service support via data-based knowledge management intelligent forecasting, based on data analytics => scheduling accuracy of various tasks processes. Operational cycle: alignment of the operational tasks within an organization by its management team to meet strategic objectives. Value chain: (cid:373)a(cid:374)ager should strive to (cid:373)a(cid:454)i(cid:373)ize value a(cid:272)ross value (cid:272)hai(cid:374)"s a(cid:272)tivities forms of value maximization, high quality standards, cost efficiencies, customizations/uniqueness, high performance. Goal: to add value that (cid:272)a(cid:374)"t (cid:271)e easil(cid:455) mimicked/copied by competition; sustain competitive advantage: value chain: processes/activities by which company adds value to products/services, marketing and the provision of after-sales service; includes primary. Value chain: support activities: not directly associated with the actual processes of creating and delivering products/services, still integral to success, hr, r&d, engineering, it, finance, legal, environmental safety.