Course Title: Managing Service Operations Course Number:
Faculty Semester: 2015-1
Assignment title: Benihana Simulation Analysis
Hand-out date: 16 & 17 February 2015
Hand-in date: Latest Monday 9 March 2015, midnight
Place: Upload electronically
Grade %: 40%
After an induction to the online simulation each individual student will receive a “course link” that will allow access to the Operations Management Simulation: Benihana. Each student will test and run the first five simulation challenges (see video clip on Moodle, under the theme “Managing Service Operations”), and leave their simulation results on the simulation web site. At the end of the simulation and on the basis of challenge 6, students write a discussion of their simulation performance, the strategy adopted in challenge 6, and the lessons learned from the simulation form the perspective of service operations.
The aim of this assignment is to confront the student with a simulation exercise and present their analysis and solution. The student will demonstrate his analytical and decision making skills in problematic situations encountered in the life of a restaurant manager.
Learning outcomes (from the CRS):
• identify key trends and parameters of the evolving context of service organizations, and their effects upon service operations and the people in them
• apply fundamental models and technique of planning, decision-making and monitoring systems in long-term and day-to-day operating situations
• use current quality tools and techniques for improving service processes
• develop methods for organizing processes and delivery systems in contexts of technological change
Organisation & methodology:
The individual simulation report should be a 2500 words analysis of your simulation performance and a reflection on the lessons learned in service operations, using the following outline:
Cover page (course title, faculty, student name, assignment title, date, words count)
Table of content
List of tables and list of figures
1. Introduction (background to the simulation, assumptions, limitations)
2. Discussion of the decision parameters (variables)
3. Presentation and analysis of the simulation results (best strategy: challenge 6)
4. Reflection of lessons learned
A list of references (required and additional) is found on the Moodle site and relevant articles from business and academic journals are found in the library databases.
Graduate skill assessed Below standard 70 – 79% 80 – 89% 90 – 100% Weight
Knowledge Inadequate facts or concepts collected. Limited in scope and very descriptive in style. Knowledge irrelevant for purpose. Develops and demonstrates a limited depth of knowledge in a complex and specialized area or interdisciplinary area and/ or applied areas where they are working towards current limits of theoretical research or understanding. Develops and demonstrates great depth of knowledge in a complex and specialized area or interdisciplinary area and/ or applied areas where they are working at current limits of theoretical research or understanding. Develops and demonstrates an excellent depth of knowledge in a complex and specialized area or interdisciplinary area and/ or applied areas where they are working at current limits of theoretical research or understanding to challenge contemporary thinking or paradigms.
Analysis Data has not been sufficiently well analyzed to draw appropriate conclusions. Argumentation and discussion is very limited or shows a lack of understanding of the evidence collected. Demonstrates limited ability to deal with complexity and scope in the knowledge base where the applications of paradigms, concepts and theory have not been sufficiently developed. Limited selection of tools and techniques for problem solving. Deals with some levels of complexity and applies concepts, theory and paradigms. Clearly recognizes lacunae and/ or contradictions in the knowledge base and makes appropriate selection of tools and techniques for problem solving. Deals with complexity and applies a wide range of concepts and theory where lacunae and/ or contradictions in the knowledge base have been clearly identified and discussed. Makes appropriate selection of tools and innovative techniques for problem solving.
Synthesis and Creativity Unable to find, categorize idea and rely information in an acceptable way for this level. Synthesizes some information/ ideas and creates a more limited redefinition of existing knowledge with limited scope to new situations. Autonomously synthesizes information/ ideas and creates responses that expand or redefine existing knowledge and/ or develop new approaches to new situations. Autonomously synthesizes information/ ideas and creates responses that challenge existing knowledge and/ or develop innovative solutions to new situations.
Application Lacks originality in the application of knowledge in professional level context. Applies a very limited range of professional skills and shows no understanding of how the outcomes of work in the area may be applied. Demonstrates some originality in the application of knowledge in professional level context. Applies a limited range of professional skills and shows some understanding of how the outcomes of work in the area may be applied. Demonstrates originality in the application of knowledge in a variety of professional level contexts. Applies a range of professional skills and reflects on current practice. Shows an understanding of how the outcomes of work in the area may be applied, to inform judgments to the development of practice. Demonstrates originality in the application of knowledge in a wide and often unpredictable variety of professional level contexts. Applies a significant range of complex professional skills, practices and techniques and reflects on and subsequently modified practice. Shows an understanding of how the outcomes of work in the area may be applied, to inform judgments and make original contributions to the development of practice.
Does not meet a number of key requirements and fails to follow an acceptable style. Often unclear and untidy Organized and coherently structured work. Presents ideas to facilitate comprehension in an orderly manner with acceptable referencing and minor errors of detail. Work coherently and comprehensively organized and structured. Presents ideas with considerable attention to detail which facilitates effortless comprehension in an orderly manner and accurate referencing. Presented work with exceptional clarity that demonstrates ability to attend to all detailed aspects of organization and structure of discussion and all supporting evidence. The work has the qualities consistent with published material.