Business operations Amazon

Section Purpose Word Guide 1. Introduction Set the scene + define OM ~100 2. Mission Statement Link strategy operations ~200 3. ITO Model Show how Amazon operates ~300 4. Critical Incident (CIT) Describe & reflect on what went wrong ~400 5. Polar Diagram Compare expectation vs reality ~200 6. Theory Evaluation Explain WHY it went wrong ~600 7. Action Plan Explain HOW to fix it ~300 8. Personal Reflection What YOU learned ~300 Introduction (100 words) What the lecturer wants: Definition of operations management (USE SCHOOL DEFINITIONS ) Why operations management matters (efficiency, quality, advantage) Name the organisation (Amazon) Say youll analyse a critical incident Mention professional development briefly Youve already DONE this correctly. 2. Mission Statement (200 words) What they want: 1. Explain what a mission statement is 2. State Amazons mission 3. Link it to at least TWO performance objectives: Speed Quality 4. Critically evaluate not just describe Key idea: Amazon promises customer centricity, but operational failures show gaps between promise and performance. 3. InputTransformationOutput Model (300 words) Part A Diagram (visual, not counted in words) You must SHOW: Inputs staff, tech, inventory Transformation picking, packing, delivery Outputs delivered product, satisfaction, returns Part B Written evaluation They want you to: Explain how environment affects operations (laws, sustainability, emissions) Explain how performance is measured (KPIs, delivery time, accuracy) Link this DIRECTLY to Amazon Think: How outside pressure + internal measurement shape Amazons operations. 4. Critical Incident Technique (400 words) This is VERY important. You MUST: Write in first person (I) Use a real experience Follow their exact structure What theyre marking: Clear description of what happened Why it mattered to YOU How Amazon handled it Impact on your relationship with Amazon Managerial questions This section justifies why Amazon was chosen. 5. Polar Diagram (200 words) Part A Diagram You compare: Expectation vs Experience Across: Quality Speed Dependability Flexibility Cost Part B Written analysis Explain: Where gaps exist Why those gaps happened Link to the incident 6. Theory Evaluation (600 words) This is where high marks are won. You must: Choose relevant OM theories (e.g. capacity, lean, service quality) Compare: Best practice (theory) vs What Amazon actually did Identify root cause This answers: WHY did the failure happen operationally? 7. Action Plan (300 words) You must: Propose solutions Explain HOW to implement them Identify resistance to change Explain how to overcome resistance Not customer complaints managerial actions. 8. Personal Reflection (300 words) They want YOU here. You must: Identify 2 skills you developed Explain how you used them Explain how they help your future career Reflect on your professional identity This links to AOL 4.1.3 (very important). 9. Summary (100 words) You must: Summarise key findings Restate importance of OM End with continuous improvement Referencing (VERY IMPORTANT) Cite Them Right Harvard ONLY In-text citations used consistently Reference list = only what you cited AI allowed BUT work must be yours How marks are awarded (what pushes you into a First) To hit 70%+, you must: Apply theory, not just describe Be critical (identify gaps, weaknesses) Link everything back to operations management Reflect properly on your own development Use correct referencing 9. Summary Wrap it all up ~100