• Required tasks

Part 1

Using the specific operations performance objectives, it can be argued that B&M is focused on satisfying its customers’ requirements for fast and dependable services at a reasonable market price through strategic partnerships that assist its customers in improving the services they offers (value for customers). Specifically, you should:

• Outline the essential components for ‘effective business operations management (creating value for the customer) for B&M’s operation within the UK.
• Use a soft systems methodology to evaluate the issues B&M might face if they decide to introduce hybrid facilities to allow their customers to continue shopping in-store, as well as ‘order goods online and have these delivered to the door’ to compete in the marketplace. Support your discussion with appropriate business operations and business process models (i.e. the five operation objectives and the Four Vs (volume, variety, variation and visibility), customer value, the service gap model etc.).