Ho Chi Minh City University of Economics and Finance

Faculty of Economics

MIDTERM REPORT
OPERATIONS MANAGEMENT - MGT1127E
 Đánh giá chung
Đánh giá nhiệm vụ (*)
mức độ thực hiện

Xây dựng đề cương toàn bài

Tham gia phản biện trên lớp

Thuyết trình, tham gia clip,
Biên soạn slide, biên kịch
Chỉnh sửa, hoàn thiện bài

Tổ chức, điều hành nhóm

Trực tiếp viết bài và biên

Đóng góp ý kiến cho bài

Trung bình (40-69)%

Giỏi (85-100)%
trả lời phản biện
Sưu tầm tài liệu

Khá (70-84)%
soạn nội dung
STT Họ tên MSSV

Yếu (0-39)%
viết

viết
1 Lê Thị Thanh Mỹ 225142207 T T T T T T T T T X

2 Lê Hoàng Mẫn Thy 225082169 T T T T T T T T T X

Nguyễn Đoàn Mai

3 225142043 T T T T T T T T T X
Phương
4 Phạm Quang Trường 225080537 T T T T T T T T T X
5 Trương Phạm Trúc Ly 225142205 T T T T T T T T T X
(*) Đánh giá phần này theo quy ước sau:

- Tốt :T

- Khá :K Trưởng nhóm: Nguyễn Đoàn Mai Phương

- Trung bình : TB (ký tên, ghi rõ họ tên)

- Yếu :Y

- Không tham gia: Æ

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Questions

1. Choose 1 typical product of Yakult. Evaluate its quality based on 9 dimensions of quality of
manufactured products.
2. Based on the unique characteristics of the Yakult probiotic beverage, design a process flowchart for
warehouse staff to coordinate with loading and unloading staff and transportation staff to take this
product type out of the warehouse and transport it to at least 5 retailers. The process must include
tasks to ensure yogurt quality is maintained throughout the process of leaving the warehouse and
transporting it to retailers, ensuring that the number of products matches the retailers’ demand.
3. Design servicescapes for a shop specializing in selling Yakult probiotic beverages.

Requirements

 This assignment is a group report.

 You must use Font Arial, Font size 12, Line and paragraph spacing 1.5, and Margin normal (top,
left, bottom, and right 2.54 cm).
 You should use in-text references and a list of all cited sources at the end of the essay by applying
the APA referencing style.
 The recommended limit is 3000 words (+/-10%), excluding the tables, graphs, diagrams,
appendixes, and references. However, the report should be written in a concise, formal business
style.
 You must use the above cover page as prescribed with full information.
 Remember to convert the Word file into a PDF file before submission to LMS.

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 Fail Pass Good Distinction
Assessment criteria
(1-4) (5-6) (7-8) (9-10)
1. Choose 1 typical product of Yakult. Evaluate its
quality based on 9 dimensions of quality of
manufactured products.
2. Based on the unique characteristics of the Yakult
probiotic beverage, design a process flowchart for
warehouse staff to coordinate with loading and
unloading staff and transportation staff to take this
product type out of the warehouse and transport it to
at least 5 retailers. The process must include tasks
to ensure yogurt quality is maintained throughout
the process of leaving the warehouse and
transporting it to retailers, ensuring that the number
of products matches the retailers’ demand.
3. Design servicescapes for a shop specializing in
selling Yakult probiotic beverages.
Average score:

Table of contents

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Question 1: Choose one typical product of Yakult. Evaluate its quality based on 9 dimensions of
quality of manufactured products......................................................................................................5

Picture 1: Yakult......................................................................................................................5

Question 2: Based on the unique characteristics of the Yakult probiotic beverage, design a process
flowchart for warehouse staff to coordinate with loading and unloading staff and transportation staff
to take this product type out of the warehouse and transport it to at least 5 retailers. The process
must include tasks to ensure yogurt quality is maintained throughout the process of leaving the
warehouse and transporting it to retailers, ensuring that the number of products matches the
retailers’ demand...............................................................................................................................6

Picture 2: process flowchart for warehouse............................................................................6

Question 3: Design service scapes for a shop specializing in selling Yakult probiotic beverages....8

This is the Yakult store of group 2:.............................................................................................13

Picture 2,3: Panoramic Yakult store.....................................................................................14

Picture 4,5: Detailed Yakult store.........................................................................................15

Reference:.......................................................................................................................................16

Question 1: Choose one typical product of Yakult. Evaluate its quality based on 9 dimensions of quality
of manufactured products

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 - One typical product of Yakult is the "Yakult Ace," a probiotic dairy drink that contains the beneficial
bacteria Lacticaseibacillus paracasei Shirota ( previous name Lactobacillus casei Shirota).

Picture 1: Yakult

Let’s take a look at Yakult, a popular probiotic drink. Here’s an evaluation of its quality based on the nine
dimensions of manufactured products:

1. Performance: Yakult is designed to deliver live beneficial bacteria (Lactobacillus casei Shirota) to support
gut health. Its performance in this regard is well-established.
2. Features: Yakult’s unique feature is its probiotic content. It contains billions of live Lactobacillus casei
Shirota cells per bottle.
3. Reliability: Yakult has a consistent formulation and production process. Its reliability lies in maintaining the
same probiotic count in each bottle.
4. Conformance: Yakult adheres to strict quality controls during production. The fermentation process ensures
consistent probiotic levels.
5. Durability: Yakult has a shelf life of several weeks, maintaining its probiotic viability during storage.
6. Serviceability: The packaging allows easy consumption, and the small bottle size makes it convenient for
daily use.
7. Aesthetics: While aesthetics are subjective, Yakult’s iconic small bottle design is recognizable and
associated with the brand.
8. Perceived Quality: Consumers perceive Yakult as a reliable and effective probiotic drink due to its long
history and positive reputation.
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 9. Safety: Yakult emphasizes product safety.

Question 2: Based on the unique characteristics of the Yakult probiotic beverage, design a process
flowchart for warehouse staff to coordinate with loading and unloading staff and transportation staff to
take this product type out of the warehouse and transport it to at least 5 retailers. The process must
include tasks to ensure yogurt quality is maintained throughout the process of leaving the warehouse and
transporting it to retailers, ensuring that the number of products matches the retailers’ demand.
Picture 2: process flowchart for warehouse

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Question 3: Design service scapes for a shop specializing in selling Yakult probiotic beverages

Service Concept
Design service experience

Concept “Yakult Lab”: Approaching the store concept as a "laboratory" for health and nutrition.
Customers can participate in live activities such as testing products, learning about probiotics, taking short health
tests... Focusing on elements of interaction, discovery and learning.

Target Customers

1. People interested in health and healthy lifestyle:

- Ages 25-45, often concerned about health and quality of life.

- They prefer natural products, functional foods and alternative health solutions.

2. Young families:

- Parents are concerned about providing nutritious and healthy foods for their children.

3. Office workers:

- Are customers who regularly consume Yakult products to improve their health.

- They care about maintaining a balanced lifestyle between work and health.

Service Package

Physical items

1. Yakult products:

- Probiotic yogurts such as Yakult, Yakult Light, Yakult 400, etc.

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- New products are launched to meet customer needs.

2. Health equipment/tools:

- Blood pressure, heart rate, and BMI monitors for health check services.

- Health scale, body fat meter to analyze physical condition.

- Blood glucose and cholesterol meter to monitor health.

3. Gifts and souvenirs:

- Souvenir products such as cups, water bottles, bags with Yakult logo printed on them.

- Gifts such as Yakult product sets, notebooks, pens, keychains.

- Experiential products such as the mini Yakult factory model.

4. Information documents:

- Books, magazines, and leaflets provide information about probiotics, nutrition, and health.

- Videos, digital content about the benefits of probiotics and how to use Yakult products.

Sensual Benefits

1. Exhibition and illustration space:

- Large display screen to show videos and illustrations of the Yakult research and production process.

- Electronic interactive board so customers can learn detailed information and play related games.

- 3D model to illustrate the Yakult production process and probiotics bacteria structure.

- Experimental station where customers can experience activities related to probiotics.

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For example : observing bacteria under a microscope, preparing drinks containing Yakult.

- Modern sound and lighting system to create a lively and attractive display space.

2. Experiential activities

- Set up a free product sample testing area so customers can experience it firsthand.

- Organize workshops, instruct customers on the benefits of probiotics, and how to preserve and use Yakult
products effectively.

- Probiotics knowledge contest: Design multiple-choice questions, in-depth quizzes about the benefits, uses and
knowledge related to probiotics, combined with practical competitions such as cooking and preparing dishes using
Yakult products.

- Healthy eating game: Design a game to help customers learn how to choose

food, healthy eating habits, and combine the use of Yakult products.

3. Professional guidance and advice

- Equipped with a team of staff who have a deep understanding of products and the health field.

- Provide complete and detailed reference documents and instructions for using Yakult products.

- Organize consulting sessions and answer customer questions professionally.

Psychological benefits

1. Avoid feeling “passive”, just standing and watching:

- Avoid arranging the lab with static layouts, just to display samples of artifacts.

- Instead, create activities and experiences that customers can participate in and interact with directly.

2. Avoid feeling “boring”:

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- The lab should not be too static, with only a few experience stations.

- It is necessary to diversify experiences and link them so that customers always

have something new to discover.

3. Avoid feeling “strange” and not close:

- Do not create a lab space that is too "scholarly" or serious.

- It is necessary to create a friendly and close atmosphere so that customers feel comfortable and natural.

4. Avoid feeling “rushed”:

- Do not arrange too many activities and experiences that cause chaos and hustle.

- It is necessary to create reasonable space and time for customers to freely explore and experience.

-> The lab needs to feel like a “living space”, where customers can comfortably, actively explore and experience
deeply, instead of just being a regular museum display. The balance between interactivity, discovery and friendly
atmosphere will help customers have the most complete experience.

Performance specification:

- Safety: Ensuring everyone is set up for mandatory safety training is necessary, as is making sure you outfit your
lab with the basics, like a fire extinguisher, fire blankets, a first-aid kit, and emergency showers. There is a strict
security team fully equipped with protective equipment to protect customers and employees in the event of a bad
situation.

- Play: Participate in product testing experience, many interesting activities help customers not get bored when
using our services such as workshop.

- Customer expectations: Be a researcher and try to make product and find out the ingredients. Learn about history
of Yakult.

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- Customer requirement: Have a fun experience and learn about the origin of the product. Besides, we can know
why Yakult is always the top choice for fermented milk in Vietnam and many countries around the world. Not only
can you have fun after 1 week, you can also learn the history and learn more knowledge about milk fermentation.

Design specification:

- Activities: Visit and learn about the history of Yakult, experience the models and flavors of each type of product.

- Facilities: Has modern and advanced equipment to help customers have the best experience for each product
use need. owns a screen for presentation and modern models suitable for all ages without causing harm to users.

Designed like a laboratory, giving visitors a completely new shopping experience and transforming into one of the
product research experts.

- Provider skills: Bringing customers new but no less attractive experiences. possesses exclusive sterilization

technologies and detailed instructions on the manufacturing process of Yakult products to help customers feel
secure in using safe products.

- Cost and time estimated: Not too expensive to make customers feel hesitant, but at the same time cost enough to

maintain human resources and capital for the store. The estimated time for each visitor to visit and shop is about 1

hour (including rest time), so being able to welcome many visitors every day will not be a problem. With a steady

number of visitors, each visitor will leave about 10-15 people so that a tour guide can control well and provide full

information to customers visiting and shopping.

Delivery Specification:

- Schedule: Divide customers into time-based groups. Each group of customers has a maximum of 1 hour and 30

minutes to experience and shop. Each wave of customer entering and the next customer will take 2 hours
(including 30 minutes to clean and best prepare for the next customers). Each visitor will have a tour guide to share
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and support customers with necessary needs. Visit each product display area, learn about the history of formation
and product display area.

- Deliverables:

Experience area: Products available on the Vietnamese market and other countries will be available for customers
to try.

Display area: They are allowed to be viewed but not used because they are rare products with only limited
production

Store area: Sell products in large and small quantities for each customer need. The product is newly produced and
has a long shelf life. (If there is any error from the manufacturer, the store will take full responsibility and
compensate the customer)

- Location: Near the city center, convenient for everyone to get to. The spacious land area can accommodate more
than 100 people who can freely enter and exit. Each area in the store is large enough to accommodate at least 20
people standing comfortably.

This is the Yakult store of group 2:

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Picture 2,3: Panoramic Yakult store

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Picture 4,5: Detailed Yakult store

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Reference:

https://www.yakult.co.jp/english/pdf/csr/csr2021_en_64-67.pdf ,information about yakult

https://www.yakult.com.au/product/how-is-yakult-made/ ,how Yakult is made

https://www.yakult.co.uk/our-story/manufacturing-process/ ,Yakult manufacturing process

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