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Subject of Management

Degree Exam

Service and Operations Management, MGT2012

1.  Advice on the contents of the exam and technical support

If you have questions about the contents of this paper, or you require technical       assistance, please contact our virtual invigilation team at the University of Glasgow Helpdeskhttps://www.gla.ac.uk/helpor on +44 (0)141 330 4800.     

Questions relating to the contents of the paper should be raised within the

first 3 hours of the assessment period, when an academic member of staff will be    available to answer these.  Technical support will be available 24 hours per day.  To ensure timely responses, and that all students receive the same information, you     should not contact academic staff directly but instead use the Helpdesk.

2.  You are about to sit an online assessment

You have a 24-hour period in which to take and complete this exam.  24 hours is NOT the length of the exam.

It should take you no longer than 90 minutes to complete this exam unless you are entitled to time adjustments (see Section 3. below), or you experience unavoidable disruption; and you should pay specific attention to guidance provided on the exam paper regarding the total word count.

You should be able to complete the exam in the time indicated and are unlikely to   derive major benefits from taking longer.  Note that spending longer often leads to   muddled answers which do not receive high grades.  It is better to answer in a clear and concise fashion within the time limit given.

3.  Time adjustments for students with disabilities

If you have in the past been granted adjustments to your exam time, e.g. through the University’s Disability Service or at School or College, allowance is made for these   since you have a 24-hour period in which to complete this exam.

4.   Enlarging the text

If you need to enlarge the text of a PDF document: open Adobe Acrobat; click on the VIEW tab; click on ZOOM and then ZOOM TO; select the desired magnification        level.

5.   Planning your time

When planning your time, and where required, you should allocate time to download the exam paper and to upload your answers to Moodle at the end of the exam.  For students instructed to do so, you should allow time to submit your exam script on     Turnitin within the exam period.  Please report any technical difficulties experienced as soon as possible viahttps://www.gla.ac.uk/help.

6.   Submitting your answers

Acceptable file types for submitting typed

documents are: DOC/DOCX; RTF; PDF; XLS/XLSX.

Acceptable file types for submitting high resolution images are: JPG; PNG; TIF; PDF.

•    Please  check  that  you  have  uploaded  the CORRECT  FILE,  that  it  is readable and is the version that you want to be marked; if you use a word- processing package other than Word, you are advised to convert and upload as a pdf.

•    Lastly    please    ensure you upload files to    the correct    course    Moodle assignment.

•    Late submissions

This exam has been configured to allow submission of answers for two hours      beyond the scheduled exam time. Submissions made during this two-hour period will be treated as late’ and will be graded H’

7.   Declaration of Academic Integrity

The following information is very important – your degree may be at risk if you do not adhere to these instructions:

•   You must not communicate with any other person about these examination questions during the period in which you can submit your answers

•   You must follow any instructions on your examination paper regarding use     of resources such as internet sources, books, notes or any other material that would not normally be allowed in examinations on campus.

•    The work you submit must be entirely your own effort and must demonstrate your understanding rather than reproduce text from notes, slides, books, or online       sources (which is plagiarism)

•   You must not submit answers you have discussed with or copied from others, and you must not copy from notes you have prepared with or shared with       others.  If your answers are similar to those of any other candidate(s) you will both/all be suspected of collusion and referred to Student Conduct

•    This declaration incorporates the University’s Declaration of Originality which applies to all academic work (see below).

8.   Declaring that the work is your own

Before viewing the exam paper, you must check the box below to agree to both this declaration and the University’s Declaration of Originality.

[By ticking this box, I declare the originality of my work.]

The following case is based on real events, but some details have been adapted for the purposes of teaching and characters are fictitious. No attempt should be made to contact any of the organizations mentioned in the case studies.

For several years  Glasgow  has  been chosen to  host a  range of different  major international events, many of them associated with sport . These included the 2014 Commonwealth Games and the inaugural 2018 European Sports Championships. These brought in athletes and spectators from a wide range of different nations. During these events the city demonstrated that it was capable of hosting major events. It’s biggest event to-date came to Glasgow November 2021 when it hosted COP26. This brought with it many operations challenges. These included the major challenge of accommodation. With world  leaders from around the globe, government officials, lobbying organizations and representatives of many different people’s and interest groups, it was necessary to house delegates within and outwith Glasgow. The price of hotel rooms in Glasgow increased significantly for the period of COP26 and some visitors chose to stay in other towns and cities, notably Edinburgh . But even with delegates able to travel more accommodation was required to house people like the security staff and police officers drafted in to ensure that a major event during a pandemic would be safe.

One of the solutions to the limited accommodation was to bring in two large cruise ships to house workers from the event.  The Fair Isle (capacity 1152 sleeping cabins with a total of 3644 beds); and the Unst (727 sleeping cabins with a total 2172 beds) both moored at points on the Clyde to enable that workers could use a gangway to get onto land and aboard buses to get them to the conference sit.

For the duration of the conference the crews on board the ships needed to ensure that those working at the conference are fed with appetising nutritious meals, and that there are no major delays in getting people fed and moving them on and off the ships so that they could get to the  conference site on time to  carry out their  role  in the conference. They also needed to ensure that common areas of the ships were kept clean – particularly important for a major event being held during a global pandemic  and to provide laundry services to those staying aboard the ship.

As the planning for the use of the ships to accommodate COP26 workers progressed, Rowan Aith, the catering manager on board the Unst had a number of things to consider before the first guests arrived . Rown had a relatively generous budget for feeding the delegates, but it had to be used to deliver meals for people with a wide range  of  dietary  requirements,  including  catering  for  kosher,  halal,  pescatarian, vegetarian and vegan dietary requirements . There were also three guests with nut allergies, which meant that care must be taken to ensure that their food contained no traces of nuts. The shift patterns worked by those staying as guests on the Unst meant that there would be peaks in demand for meals, and the 24-hour shift pattern of the guests meant that it would not be possible to rely on their being breakfast, and dinner being at the same time for all guests (guests would require lunch only on days off, which would mean only a very small number of people requiring lunch): no-one wants dinner when they get up out of bed to start a night shift.

When used as a cruise ship Unst operates with a self-service cafeteria for breakfast and lunch, but has a table service for dinner, with passengers allocated to three

different dining times in four different restaurants with table service. However, with the need to cope with feeding people working different shifts and the fact that they are not paying for a five-star cruise experience,  Rowan wondered whether to move to a cafeteria-style only service for all meals or whether to stay with one table service meal for those staying on Unst. This move away from table service might simplify the process, but what would it do to queues?

Question 1

a). Analyse the decisions Rowan had to make about which of the five operations performance objectives to prioritise in delivering the meal services for those COP26 workers staying on the Unst.

b). Outline the main types of layout and their characteristics. What layout and process design  implications of moving from table to cafeteria service that  Rowan should consider?

Guideline: answer in a maximum of 750 words

[50% of mark for paper]

Question 2

Identify   the   quality   characteristics   within   the   catering   service.   What   quality management techniques  can  Rowan  apply to  ensure  smooth  and  high-standard catering services during the event?

Guideline: answer in a maximum of 750 words

[50% of mark for paper]