1.

whether it produces goods or provides servicessees Job 1 as furnishing customers with quality
products. Thus, to compete with other organizations, a company must convert resources (materials, labor, money, information) into goods or services as efficiently as possible. The upper-level manager who directs this transformation process is called an operations manager. The job of operations management (OM), then, consists of all the activities involved in transforming a product idea into a finished product, as well as those involved in planning and controlling the systems that produce goods and services. In other words, operations managers manage the process that transforms inputs into outputs. Figure 11.1, The Transformation Process illustrates this traditional function of operations management. Operation management in mfs all manufacturers set out to perform the same basic function: to transform resources into finished goods. To perform this function in todays business environment, manufacturers must continually strive to improve operational efficiency. They must fine-tune their production processes to focus on quality, to hold down the costs of materials and labor, and to eliminate all costs that add no value to the finished product. Making the decisions involved in the effort to attain these goals is the job of the operations manager. That persons responsibilities can be grouped as follows:

Production planning. During production planning, managers determine how goods will be produced, where production will take place, and how manufacturing facilities will be laid out. Production control. Once the production process is under way, managers must continually schedule and monitor the activities that make up that process. They must solicit and respond to feedback and make adjustments where needed. At this stage, they also oversee the purchasing of raw materials and the handling of inventories. Quality control. Finally, the operations manager is directly involved in efforts to ensure that goods are produced according to specifications and that quality standards are maintained.

2.TQM MODELS
Since the late 1980s, firms around the world have launched Total Quality Management (TQM) programs in an attempt to retain or regain competitiveness in order to achieve customer satisfaction in the face of increasing competition from around the world in this era of globalization. TQM is an integrative philosophy of management for continuously improving the qualityof products and processes.
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TQM functions on the premise that the quality of the products and processes is the responsibility of everyone who is involved with the creation or consumption of the products or services offered by the organization. In other words, TQM capitalizes on the involvement of management, workforce, suppliers, and even customers, in order to meet or exceed customer expectations. Considering the practices of TQM as discussed in six empirical studies, Cua, McKone, and Schroeder (2001) identified the nine common TQM practices as cross-functional product design, process management, supplier quality

management, customer involvement, information and feedback, committed leadership, strategic planning, cross-functional training, and employee involvement.
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a. Continuous quality improvement (CQI) b. International Organization for Standards (ISO 9000 and 14,000) c. Value chain analysis d. Six Sigma e. Lean manufacturing, or service f. Theory of Constraints g. Just In Time (JIT)

3. BANK
NIB Bank should offer training and development sessions for undergraduates; this will help NIB Bank in future while recruiting employees. NIB should introduce Dress-Down day i.e. employees should be given permission to wear dresses other than formal dresses on certain days so as to make them relaxed while work. Customer retention: Customer retention is one of the main priorities for banks today. With the entry of new players and multiple channels, customers havebecome more discerning and less 'loyal' to banks. Given the various options,it is now possible to open a new account within minutes. Or for that mattershift accounts within a couple of hours. This makes it imperative that banksprovide best levels of service to ensure customer satisfaction. So NIB bankshould remain focused on continuous improvement. Perquisites and Allowances: the number of allowances and perquisites for the employees should be increased to ensure that they put their body and soul in the jobs assigned to them. The fresh hiring should be made permanent so that they are secured of their future. Further the allowances and perquisites attached with the permanent

jobs will also increase the motivation level of the employees. Empowerment Of employees to participate more in the decision process. In order to implement total quality management, bank need to respect a cultural change in direction, set the strategy and give employees a chance to look at things differently. Reorganizing products and services according to customer requirements

6. JIT
Just in time production (JIT)
Just in time is a pull system of production, so actual orders provide a signal for when a product should be manufactured. Demand-pull enables a firm to produce only what is required, in the correct quantity and at the correct time. This means that stock levels of raw materials, components, work in progress and finished goods can be kept to a minimum. This requires a carefully planned scheduling and flow of resources through the production process. Modern manufacturing firms use sophisticated production scheduling software to plan production for each period of time, which includes ordering the correct stock. Information is exchanged with suppliers and customers through EDI (Electronic Data Interchange) to help ensure that every detail is correct. Supplies are delivered right to the production line only when they are needed. For example, a car manufacturing plant might receive exactly the right number and type of tyres for one days production, and the supplier would be expected to deliver them to the correct loading bay on the production line within a very narrow time slot. Advantages of JIT Lower stock holding means a reduction in storage space which saves rent and insurance costs As stock is only obtained when it is needed, less working capital is tied up in stock There is less likelihood of stock perishing, becoming obsolete or out of date Avoids the build-up of unsold finished product that can occur with sudden changes in demand Less time is spent on checking and re-working the product of others as the emphasis is on getting the work right first time