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Assalamualaikum and good day everyone! My name is Nur Ain Yasmin Binti Hasan Ghafur. My matric number is 296050. First, I would like to say thank you for Dr. Siti Zakiah because she did a great job teach me in Operation and Knowledge Management. There are a lot of things that I have learned and could be apply in my life. I do enjoy learn in Dr class. So, I do hope Dr enjoy reading my reflection towards Dr's class

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At the end of these lesson, I have learned many things related with the operation management. For me, one of the best topic which could be applied in my daily life were related with lean principles. For example, if I want my schedule of daily life going smooth then I need to differentiate between the waste and usage. When I could analyze these matter I could save my time doing other chores.

Other than that, planning also important. This is because before we start our works or a business we do need plan well as we could use the business plan to find the weakness or to improve for upcoming problem or issue arrived.

The involvement of IT or AI in our daily life has make it more easier for us to find any information or sources of the ideas. The advancement of development AI could help us to promotes our business in various areas or fields.

Overall, I do agree that this subject do help me a lot and it does improve my knowledge if I want to open a business and improve my general knowledge. For example, the introduction of Poka Yoke. Before this, I did not even think why there is a product that has been produced for one way uses but then after learn the meaning of Poka Yoke, I found that it was good as it only has one way to used it and if we used another way it could be declines.

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Phase 1, Product Planning: It is building the House of Quality which is initiated by the marketing team, Phase 1 is also called The House of Quality. This phase documents customer requirements, warranty data, competitive opportunities, product measurements, competition for product measures, and the technical ability of the organization to meet each customer requirement. Getting good data from the customer in this phase is critical to the success of the entire QFD process.

Phase 2, Product Design: This phase is initiated by the engineering department. Product design requires creativity and innovative team ideas. Product concepts (goals and objectives) are created during this phase and part of the specifications are documented. Parts that are determined to be most important to meet customer needs are then transferred into process planning or the next Phase

Phase 3, Process Planning: Process planning comes next and is owned by manufacturing engineering. During that, process planning, manufacturing processes, flowcharts and process parameters (Target Values) are documented.

Phase 4, Process Control: finally, in production planning, performance indicators are created to monitor the production process, maintenance schedules, and skills training for operators. Also, in this phase decisions are made as to which process poses the most risk and controls are put in place to prevent   The quality assurance department in concert with manufacturing leads Phase 4.

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Supply chain is a connection of all chain between business entities in both external and internal factor and support the logistics function.

Meanwhile, supply chain management is a system which integrates all activities performed by supply chain members into a seamless process from the source to the the consumption and resulting to the enhancement of customer and economic value.

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To eliminate waste which overproduces, process, cut waiting time, inventory and motion

increase speed and respond towards customers request and changes in environment

improve quality by throw away waste

reduced cost and improve efficiency

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E - commerce:

an online process of developing, marketing, selling, delivering, servicing and paying for products and services transacted on internetworked, global marketplace for customers with the support of a worldwide networks of business partners.

require internet connection and computer.

M - commerce:

the use of wireless handheld devices such as cellular phones to conduct commercial transactions online.

works on satellite.

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DIFFERENCES BETWEEN QUALITY CONTROL AND SERVICE QUALITY 

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DIFFERENCES BETWEEN QUALITY CONTROL AND SERVICE QUALITY 

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Quality Control: ensure consistency in processes to achieve conformance

Service Quality: consistent meeting or exceeding customer expectations and service delivery system performance criteria during all service encounters.

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1. Reliability - deliver services on time or followed the scheduled.

2. Responsiveness - willing to help like when customers report having a problem the customer service would solve fastly.

3. Assurance - build trust and confidence like a doctor would prepare a medicine to the patient and the patient would trust the doctor because of his/her background.

4. Empathy - treating customers as individual like provides service according to the customer preferences.

5. Tangible - represent the service physically such as provide a clean room for the customer to stay.

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1. Gap Analysis

2. Expectation

3. Perception

SERVQUAL MODEL is one of the ways which is organization can use to improve customers' perceptions of quality to improve the process of delivery of the service:

1. Services Blueprinting

A diagram that visually the customer experience of a services from start to finish

Shows a process, system and people involved in the delivering service

2. Moments - of - Truth

Fail points in the service blueprint

These are the times where the customers expect something to happen

3. Poka - Yoke

was known as 'mistake proofing' or 'error prevention'

for example, a key are designed in one way to put into the hole and even we tried to turn to another way it cannot be open

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Service is an intangible offering that fulfills a need or provides value to a customer. Unlike physical goods, services are actions, processes or performances provided by one party to another.

Service management is the process of ensuring that a service meets the needs of customers and delivers value to the business.

Goods is a physical objects that satisfy needs and wants meanwhile services is an action or activities that one person performs for another such as teaching, cooking, cleaning and more.

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1. High initial costs

2. Resistance to change

3. Integration complexities

4. Risk of failure

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1. Process Planning

Creating a detailed roadmap for production from the raw materials to finished products

2. Process Analysis

Studying current processes to identify and address inefficiencies

3. Process Innovation

Creating new or improved processes that enhance efficiency and quality

4. Technological Decision

Choosing appropriate technology for current and future production needs

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PROCESS IN FLOW CHART USED FOR MANUFACTURING

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PROCESS IN FLOW CHART USED FOR MANUFACTURING

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1. Wi-Fi Networks

fast, reliable connections in offices, public spaces and homes, supporting high speed data transmission without physical cables

2. Cellular Networks (4G and 5G)

enable data transmission across large distances, with 5G offering ultra - low latency and high speeds for real - time applications

3. Internet of Things (IoT)

supports billions of connected devices, transforming applications in smart cities, manufacturing, logistics and healthcare

4. Mobile Workforce and AR/VR

enables remote work and advances augmented and virtual reality applications across various sectors

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Telecommunication Infrastructure refers to the network components and systems that allow for the transmission of data, voice and video across distances

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IT Infrastructure refers to the collection of physical and virtual resources that support the entire Information Technology environment within an organization

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1. Local Area Network (LAN)

connects computers and devices within a limited geographical area, like a home, office, or building. LAN are managed locally, allowing shared access to resources such as printers, files, and applications.

2. Wide Area Network (WAN)

it connects multiple LAN, often using telecommunications lines, satellite links, or other long-distance communication technologies. Examples include the internet, which is a large WAN, and corporate networks that connect branch offices.

3. Virtual Private Network (VPN)

a secure tunnel that allows remote users to connect to a private network over the internet, protecting data with encryption. VPN are commonly used to provide secure access to corporate networks for remote employees, enabling safe data transmission and masking user IP addresses for privacy.

4. Software - Defined Networking (SDN)

decouples the control and forwarding functions of a network. By separating the management layer (software) from the physical hardware, SDN allows for centralized network management and more flexible, efficient network configurations.

5. Network Protocols

define how data is transmitted across networks, specifying aspects like data formatting, addressing, error checking, and flow control. Common protocols include TCP/IP (for internet communication), HTTP/HTTPS (for web access), and FTP (for file transfer).

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Encompasses the design, control and improvement of processes that transform inputs into outputs.

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1. Lean manufacturing - eliminate the wasting waste and focus more on value adding activities and continuous improvement.

2. Automation - enhances efficiency, reduce errors and free up human workers for more strategic tasks.

3. Process reengineering - involve rethinking and redesign process to achieve an improvements in performances. Like change the whole process which is called as radical changes.

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Encompasses the systematic processes of acquiring, capturing, storing, sharing and utilizing knowledge assets within an organization.

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1. Manufacturing Technology

CAD, CAM and 3D Printing

2. Service Technology

Using Internet and technology to provide services that create deliver time, place, information, entertainment and exchange value to customers and support the sales of goods.

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Dissatisfiers and satisfiers are generally considered the minimum performance level required to stay in business and often call order qualifier.

Order winners are goods and service features and performance characteristics that differentiate one customer benefit package from another and win the customer's business.

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Competitive Priorities

1. Cost

2. Quality

3. Delivery

4. Speed

5. Reliability

6. Flexibility

7. Service

8. Location - Proximity to market

9. Innovation

10. Sustainability

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1. Strategic Level

define vision, mission and core values

set up long term goals

identify competitive advantage and responds towards market trends

allocate resources for expansion, mergers, acquisition or entry into new markets

2. Tactical Level

aligning departmental goals with strategic objectives

monitor performance to ensure progress

develop specific plans such as marketing campaigns, product launches or cost cutting programs

3. Operational Level

ensure the production, customer service and sales run smoothly

managing inventories, quality control and workflow to meet immediate demands

monitor day to day performance

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TYPES OF INFORMATION SYSTEMS IN BUSINESS OPERATIONS

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TYPES OF INFORMATION SYSTEMS IN BUSINESS OPERATIONS

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1. Transaction Processing Systems (TPS)

handle a day to day transactions such as sales, purchases and payroll

example: a retail store's point of sale (POS) system that records daily sales

2. Management Information Systems (MIS)

provide regular reports about the operational and performance

example: monthly sales reports or inventory tracking reports

3. Decision Support Systems (DSS)

help in making decision by analyzing large volumes of data and present various solutions

example: financial forecasting tools for investment decisions

4. Enterprise Resource Planning Systems (ERP)

integrate all aspects business operations into a single system from finance to supply chain management

example: SAP or Oracle ERP systems used by large company for end to end business management

5. Customer Relationship Management Systems (CRM)

track and manage customer interactions, help companies enhances customer relationships and loyalty

example: salesforce CRM system for managing customer contacts, sales opportunities and marketing efforts

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CHALLENGES IN IMPLEMENTING INFORMATION SYSTEMS

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CHALLENGES IN IMPLEMENTING INFORMATION SYSTEMS

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1. Cost and investment

involve high upfront costs for software, hardware and personnel training

2. Integration with legacy systems

face challenges when integrated new information systems with outdated or might be not compatible

3. Security and data privacy

vulnerable to cyber threats. Data breaches, hacking and unauthorized access can disrupt business operations and damage reputation

4. User resistance and change management

employees may resist adopting new systems especially if they unfamiliar of the job displacement due to automation

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Information System is a combination of hardware, software, data, people and processes that work together to collect, process and store data to support business operations

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HARDWARE - physical things like computers, servers, networks, storage devices and others

SOFTWARE - programs and applications that process the information such as operating systems, enterprise software and customer databases

DATA - raw materials were collected, analyzed and stored like sales figures and customer feedback

PEOPLE - all the users and stakeholders interacting with the information systems, such as employees, managers and IT specialists

PROCESS - established workflows and procedures that ensure data is collected, processed and distributed effectively

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HARDWARE - servers, computers and networking devices

SOFTWARE - operating systems, applications and databases

NETWORKS - LANs, WANs and connectivity systems

DATA STORAGE - databases and storage solutions either on premises or cloud based

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TRANSMISSION MEDIA - fiber optics, copper wires, satellite and wireless systems

SWITCHING EQUIPMENT - routers, switches and other network devices for data direction

MOBILE AND CELLULAR NETWORKS - systems like 4G and 5G that enable mobile connectivity

COMMUNICATION PROTOCOLS - standards such as TCP/IP and VoIP that enable data exchange

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DIFFERENCES BETWEEN E - COMMERCE AND M - COMMERCE

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DIFFERENCES BETWEEN E - COMMERCE AND M - COMMERCE

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Situation: To related lean in my daily life

Issue: Doing assignment right time

Plan:

make a schedule and start with the assignment that have an early due date

cutting of from spending too much on social media

when having a free time start to do assignment

consult assignment if needed

ask if did not understand the question

Waste:

spending too much on social media

postpone assignment until nearest date

too chill, sleep and take everything simply

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In my opinion servqual is a good as the company want to prevent any problems that arrived. For example, in term of Poka - Yoke, the Japanese company has introduces was side way on how to use debit card or key. The is only one method to used it and it could not be use in the other way.

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QUALITY FUNCTION DEPLOYMENT PROCESS (QDP)

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QUALITY FUNCTION DEPLOYMENT PROCESS (QDP)

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Identify the Customers/stakeholders

Determine Customer Requirements/Constraints

Prioritize each requirement

Competitive Benchmarking

Translate Customer Requirements into measurable engineering specifications

Set target values for each engineering specification

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In my opinion e-commerce and m-commerce do have advantages and disadvantage. For advantages:

help customers to choose product

could make comparison between both product from different marketplace

the price are more cheaper

For disadvantages:

high chances of being scam

could lead to breach of data

the product does not meet expectation

internet banking could be down

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At the end of the topic, I learned that I could differentiate between CRM and SCM. As for CRM their focus was on customers meanwhile for the SCM, their focus was on management to produce product or services. Both management was targeted to increasing sales and revenue. The internal factors for both management should be top as it was important to achieve sales target.

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QFD do help the company to get a feedback from their customers by check does their service or product fulfill their requirement. If not they could improve more on what the customer has stated