C/OM/18. Core Areas of Operations Management

This report is primary based on case study of a travel agent, which has recently experienced a number of problems, such as low employee retention rates, low morale, poor use of knowledge and IT systems (including management decision support systems) and so on. The report assesses the core areas of operations management, which need to be considered when attempting to resolve the situation. In particular, it is suggested to implement 'intelligent agents' artificial intelligence system, instead of currently used expert system. The leadership style of the company's CEO is critically analysed and the links towards the decision making and organisation justice are made. In addition, the researcher assesses the importance of tacit knowledge and suggests the implementation of knowledge management. Moreover, continuous improvement model and the process are suggested. The possibility as well as potential benefits of the company becoming a learning organisation is also assessed, whereas the links towards the role of management is clearly described. The report is completed by personal reflective statement of potential benefits from undertaking an operations management course.