What problems contributed to the disappointing results of the ERP system? How would you suggest that Just Sofa proceed next year? (4 marks)

a. Trace the path of the medication list and denote possible failure points. Construct a process
flowchart of the existing process and create a new chart of an improved process.
(3.5 marks)
b. Was the medication error a failure of individuals or a failure of the process? Explain.
(3.5 marks)
c. Think about the different settings: the ambulance, the emergency room, the hospital room,
and the nurse’s station. How is data handled in each setting? Can the process of recording
information be changed so that everyone is using the same data? How can the accuracy of
the data be assured?
(3.5 marks)
d. Given Melanie’s reaction, do you think this error will happen again? Why or why not?
(3.5 marks)

Attachments:1
MGB210T1.201 cont/…
MGB210 Take Home Exam Semester 1 2020
INSTRUCTIONS:
• Answer all questions. The total marks for the exam is 50. Total marks for
each question and part marks for each sub-question are noted in
(brackets).
• Please type your answers and clearly indicate the question you are
answering.
• Upload your answers in MS Word format to Turnitin by Saturday 30 May,
11:59 pm.
2
MGB210T1.201 cont/…
QUESTION 1: Read the following case and answer the 4 sub-questions
“It was horrible,” said the distraught client. “No matter how many times I provided the
information, no one listened to me. And they obviously didn’t listen to each other either, because
they used the wrong meds … again.”
“Okay, calm down. Now tell me what happened from the beginning,” urged Melanie Torrent, the
Quality Assurance Manager for Hope Memorial Hospital.
“I got a call at work saying my father was being taken to the hospital from the nursing home. The
nursing home always sends a list of medications with the ambulance, but when I got to the
emergency room, they were asking my dad what medications he was taking. Of course, my dad
told them he wasn’t taking any medications and they believed him! He’s sent to the emergency
room from a nursing home and they decide it’s reasonable for him not to be on any medications
… so of course I corrected him and told them to find the medication list. I don’t know whether the
ambulance driver forgot to bring in the list, or gave it to the wrong person, or what, but they
couldn’t find it. My dad must be on 12 different medications so I wasn’t sure I could remember
them correctly. I called the nursing home and we went over the list with them, and then I gave the
handwritten list to the nursing station.
In the meantime, my dad was admitted to the hospital and moved to a hospital room. Again, a
nurse came in with a computer and asked me to tell them what meds he was talking. I tried to tell
them that the emergency room had the list, but she said it would be the next morning before the
list got updated online. Nevertheless, the nurse called down to the emergency room and was faxed
up the list of medications. Only the fax was unreadable, so they came back to me. It was a few
hours before his next meds were due, so I drove over to the nursing home, had them make several
legible copies of the meds list and drove back to the hospital. I gave the nurse the list, kept one for
myself and posted the other on the bulletin board in my dad’s room. The nurse thanked me and
said she’d take care of it at the end of her shift.
After a long night at the hospital, I woke up the next morning to see my dad hallucinating. I knew
immediately what had happened—there’s a certain drug that he has this reaction to. I ran down to
the nurse’s station and had her look up the medications he had been given. Sure enough, it was
there, along with several other medications he should no longer be taking. Turns out, the list was
from two years ago when he had last been admitted to the hospital! How could they have made
that kind of mistake—using data from two years ago?”
“That is something we’ll look into. More importantly, has your father been taken off the drug?”
“Yes.”
“And has the medication list been corrected?”
“Yes.”
“And how is he doing today?”
“Fine today, but it could have been more serious and I think you should look into changing your
procedures so this doesn’t happen again …”
“I appreciate you bringing this to my attention. I will speak to the persons involved and I assure
you this will not happen again. Hope Memorial prides itself on being a caring and responsible
healthcare provider. Now if you’ll excuse me, I have another client to see …”
3
MGB210T1.201 cont/…
a. Trace the path of the medication list and denote possible failure points. Construct a process
flowchart of the existing process and create a new chart of an improved process.
(3.5 marks)
b. Was the medication error a failure of individuals or a failure of the process? Explain.
(3.5 marks)
c. Think about the different settings: the ambulance, the emergency room, the hospital room,
and the nurse’s station. How is data handled in each setting? Can the process of recording
information be changed so that everyone is using the same data? How can the accuracy of
the data be assured?
(3.5 marks)
d. Given Melanie’s reaction, do you think this error will happen again? Why or why not?
(3.5 marks)
(Question Total: 14 marks)
QUESTION 2
2.1) Explain and justify how a safety stock level is determined using customer service level.
(3 marks)
2.2) The Food Place Supermarket stocks Munchkin Cookies. Demand for Munchkins is 5000
boxes per year (365 days). It costs the store $80 per order of Munchkins, and it costs $0.50 per
box per year to keep the cookies in stock. Once an order for Munchkins is placed, it takes four
days to receive the order from a food distributor. Determine the following:
(a) Optimal order size
(2.5 marks)
(b) Minimum total annual inventory cost
(2.5 marks)
(c) Reorder point
(2 marks)
(Question Total: 10 marks)
4
MGB210T1.201 cont/…
QUESTION 3 Read the following case and answer the 4 sub-questions
During the past few years, the legislature has severely reduced funding for Marion University. In
reaction, the administration at Marion has significantly raised tuition fees each year for the past
five years. A bargain five years ago, Marion is now considered an expensive state-supported
university. Some parents and students now question the value of a Marion education, and
applications for admission have declined. Since a portion of state educational funding is based on
a formula tied to enrolments, Marion has maintained its enrolment levels by going deeper into its
applicant pool and accepting less qualified students.
On top of these problems, an increase in the college-age population is expected in this decade.
Key members of the state legislature have told the university administration that Marion will be
expected to absorb additional students during this decade. However, because of the economic
outlook and the budget situation, Marion should not expect any funding increases for additional
facilities, classrooms, dormitory rooms, or faculty. The university already has a classroom deficit
in excess of 25%, and class sizes are above the average of their peer institutions.
The president of the university, Tanisha Lindsey, established several task forces consisting of
faculty and administrators to address these problems. These groups made a number of
recommendations, including the implementation of total quality management (TQM) practices
and more in-depth, focused planning.
(a) Discuss how forecasting might be used for planning to address these specific problems and
the role of forecasting in initiating a TQM approach. Include in your discussion the types
of forecasting methods that might be used and justify your suggestions.
(5 marks)
(b) The chairperson of the department of management also wants to forecast the number of
students who will enrol in operations management next semester in order to determine how
many tutorials to schedule. The chair has accumulated the following enrolment data for
the past eight semesters:
SEMESTER STUDENTS ENROLLED IN OM
1 270
2 310
3 250
4 290
5 370
6 410
7 400
8 450
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MGB210T1.201 cont/…
i) Compute a three-semester moving average forecast for semesters 4 through 9.
(2 marks)
ii) Compute the exponentially smoothed forecast (α = .20) for the enrolment data.
(2.5 marks)
iii) Compare the two forecasts using MAD and indicate the most accurate. Justify your
answer.
(1.5 marks)
(Question Total: 11 marks)
6
QUESTION 4 Read the following case and answer the 4 sub-questions
Just Sofas (JS) had begun the year full of promise with a new facility, restructured manufacturing
process, and high hopes for its new Enterprise Resource Planning (ERP) system. Most of the
domestic furniture manufacturers had long since gone overseas, but JS believed being close to the
customer gave it a competitive edge. The workers had rallied behind President Ruffner’s idea of
guaranteed four‐day deliveries on customer orders. And for a while, the promo had worked. Then
orders began pouring in and the scheduling system imploded.
It was for just such a case that Ruffner had sought out an ERP system—to automatically handle
customer orders, factory schedules, and supply chain coordination as demand varied. Ruffner had
carefully chosen the ERP software package used by all the large corporations he knew of,
reasoning that if successful companies had chosen this vendor, who was he to choose otherwise?
Implementation had proceeded carefully as well, one might say painstakingly slow, as the IT staff
started with the finance module and worked down through sales and marketing, order fulfillment,
production planning, MRP, capacity planning, and finally scheduling. Actually, the scheduling
module was still having the kinks worked out and the bill of materials file had not been updated
to the current catalogue offerings, but everything else seemed to be working fine.
Ruffner had included statements about the ERP system in his earnings reports for the past three
quarters, noting that “productivity wanes as new IT system is being implemented,” “earnings down
as company adjusts to new ordering system,” and “scheduling glitch causes backlog of customer
orders.” For this quarter, he was trying to put a more positive spin on “only 5% of orders shipped
on time due to incomplete jobs waiting for materials that were not ordered as they should have
been.” He supposed a more innocuous “new scheduling system still not up to speed” would suffice.
What Ruffner really wondered was if the company could survive another year like this one.
a) What capabilities of an ERP system would be useful for a company like Just Sofas?
(3 marks)
b) Describe the environment under which the ERP system was being implemented. Was due
diligence conducted in choosing the ERP vendor?
(4 marks)
c) Does Ruffner understand the relationships between strategy and operations? Why or why not?
(4 marks)
d) What problems contributed to the disappointing results of the ERP system? How would you
suggest that Just Sofa proceed next year?
(4 marks)
(Question Total: 15 marks)
END OF PAPER