UNIVERSITY OF MANAGEMENT AND TECHNOLOGY

SCHOOL : TECHNOLOGY
DEPARTMENT : MIS/BIT
MODULE: OPERATION MANAGEMENT
Observation Tour

We prioritize your privacy and the confidentiality of your responses. All the information you provide will
be anonymized and used solely for research purposes. Individual responses will not be linked to any
personally identifiable information, and results will be presented in aggregate form only. Your
participation is voluntary, and you may choose to skip

INPUT

1. Product Industry:
1. Do you regularly assess the quality of raw materials before production? (Yes/No)
2. Do you have a formal process for selecting suppliers? (Yes/No)
3. How often do you evaluate supplier performance? (Monthly/Quarterly/Annually/Never)
4. Are essential materials consistently available when needed?
(Always/Often/Sometimes/Never)
5. Do you use inventory management software? (Yes/No)
6. How accurate are your material requirement forecasts? (Very
Accurate/Accurate/Somewhat Accurate/Not Accurate)
7. Do you consider sustainability practices in your sourcing strategy? (Yes/No)
8. How often do supply chain disruptions occur? (Never/Rarely/Sometimes/Often)
9. Do you have procedures to handle discrepancies in material quality? (Yes/No)
10. How important is technology in your inventory management? (Very
Important/Important/Somewhat Important/Not Important)
2. Service Industry:
1. Are essential resources available for service delivery?
(Always/Often/Sometimes/Never)
2. Do you have specific criteria for hiring and training service personnel? (Yes/No)
3. How often do you forecast demand for your services?
(Monthly/Quarterly/Annually/Never)
4. Do you use customer information management systems? (Yes/No)
5. Do you regularly evaluate third-party service providers? (Yes/No)
6. How often do you assess the quality of service inputs (e.g., tools, technology)?
(Monthly/Quarterly/Annually/Never)
 7. Is scheduling and resource allocation managed effectively?
(Always/Often/Sometimes/Never)
8. Are you compliant with industry standards and regulations? (Yes/No)
9. Do you face challenges in resource planning? (Yes/No)
10. How often do you incorporate customer feedback into service planning?
(Always/Often/Sometimes/Never)

PROCESS

1. Product Industry:
1. Do you monitor production efficiency regularly? (Yes/No)
2. Is quality control maintained throughout the production process?
(Always/Often/Sometimes/Never)
3. How often do process bottlenecks occur? (Never/Rarely/Sometimes/Often)
4. Do you use automation in your production process? (Yes/No)
5. Is production staff training provided regularly? (Yes/No)
6. Are health and safety protocols strictly followed in the production area? (Yes/No)
7. Can you manage changes in production schedules effectively? (Yes/No)
8. Do you use process improvement tools (e.g., Six Sigma)? (Yes/No)
9. Is production data tracked and analyzed regularly? (Yes/No)
10. Do you have a waste management system in place? (Yes/No)
2. Service Industry:
1. Is consistency in service delivery ensured? (Always/Often/Sometimes/Never)
2. Do you have measures to monitor service quality? (Yes/No)
3. Can you handle peak demand periods effectively? (Yes/No)
4. Is customer feedback used in service improvement efforts?
(Always/Often/Sometimes/Never)
5. Do you provide regular training for service staff? (Yes/No)
6. Are service operations managed using technology? (Yes/No)
7. Are service standards followed consistently? (Always/Often/Sometimes/Never)
8. Do you have a system to handle complaints or service failures? (Yes/No)
9. Is service efficiency tracked regularly? (Yes/No)
10. Are there strategies in place to enhance customer experience? (Yes/No)
 OUTPUT

1. Product Industry:
1. Do you measure the quality of finished products? (Yes/No)
2. Is there a process in place for product distribution? (Yes/No)
3. Do you handle product recalls efficiently? (Yes/No)
4. Is customer satisfaction with products regularly assessed? (Yes/No)
5. Do you use systems to track product delivery and logistics? (Yes/No)
6. Is after-sales support provided to customers? (Yes/No)
7. Do you gather and respond to customer feedback on products?
(Always/Often/Sometimes/Never)
8. Are efforts made to reduce delivery times? (Yes/No)
9. Do you ensure the sustainability of finished products? (Yes/No)
10. Is the market performance of products regularly assessed? (Yes/No)
2. Service Industry:
1. Do you measure the success of service delivery? (Yes/No)
2. Is there a process to handle customer feedback and complaints? (Yes/No)
3. Is the quality of service outcomes regularly evaluated? (Yes/No)
4. Do you track customer satisfaction and service effectiveness? (Yes/No)
5. Are strategies in place to enhance customer service experience? (Yes/No)
6. Do you manage the end-to-end service delivery process? (Yes/No)
7. Are measures in place to handle service failures or issues? (Yes/No)
8. Do you use data to improve service outcomes? (Yes/No)
9. Is timely delivery of services ensured? (Always/Often/Sometimes/Never)
10. Are service outputs aligned with customer expectations?
(Always/Often/Sometimes/Never)