Hello everyone, this page is dedicated for my Individual Assignment for course UJMP3013 Operation & Knowledge Management for Semester I A251! I am a third-year student at UUM. Feel free to browse my page 🌸
Have a Nice Day!
"A little sparkle for your day!"
About Me (๑◕‿◕๑)
My Academic Programme✿
I am currently in my third year of studies in Bachelor of Philosophy, Law and Business with Honours at Universiti Utara Malaysia (UUM). During my years of studying this course, I have learnt a lot of new knowledges and experiences new things and challenged myself by going out of my comforn zone. I am also blessed and grateful for having precious friends around me that never cease to help at my lowest!
My Goals✿
- Work a corporate job in governmental sectors 💼
- Pursue a Master's Degree at LSE 🎓
- Live overseas and travel to tick off my bucket list ✈️
- Perform volunteering works around the world 🌍
My Interest✿
I am a fan of watching TV series (Korean, Chinese, Romcom, and Thriller). I also love being a K-pop fan and attending yearly concerts, and most importantly, spending quality time with my family! 💖
About UJMP3013 ʕ˙Ⱉ˙ʔ
This course introduces me to how organizations manage their operations, production processes, and organizational knowledge, with a strong emphasis on the role of information systems (IS) and information technology (IT). It focuses on how technology supports operational efficiency, productivity, quality improvement, decision-making, and customer satisfaction in modern businesses. I get to learn the core concepts of operations management and knowledge management, including strategic planning, process design, service management, quality management (such as Six Sigma), capacity and inventory management, and supply chain management. The course also explores how businesses use information systems; such as ERP, CRM, MRP, and digital platforms to achieve operational excellence, competitive advantage, and customer intimacy. In addition, the course connects traditional operations management with contemporary issues, including digital markets, e-commerce and m-commerce, telecommunications infrastructure, and global competition. Overall, the course equips students with both theoretical understanding and practical insights into how technology-driven operations and knowledge management contribute to effective and sustainable organizational performance.
Course Reflections
Topic 1: Overview of OM & KM
This topic explores the integral connection between Operations Management (OM) and Knowledge Management (KM). OM focuses on designing and improving processes like Lean and Automation to transform inputs into outputs. KM focuses on capturing and sharing organizational knowledge, distinguishing between Tacit knowledge (personal experience) and Explicit knowledge (documented data). Integration leads to better decision-making and faster problem-solving.
Topic 2: Strategic Issues
This section focuses on using operations as a competitive weapon. We studied the Kano Model to categorize customer needs into Dissatisfiers, Satisfiers, and Exciters. We also discussed Competitive Priorities such as Cost, Quality, Delivery speed, Flexibility, and Sustainability, ensuring alignment between Strategic, Tactical, and Operational plans.
Topic 3: Information Systems (IS)
IS integrates hardware, software, data, people, and processes to enable efficient operations. Key types include TPS (Transactions), MIS (Reporting), DSS (Decision tools), ERP (Enterprise Resource Planning), and CRM. Using Amazon as a case study, we see how IS drives supply chain optimization and innovation.
Topic 4: IT & Telecommunication Infrastructure
This covers the "digital backbone"—the hardware, software, and cloud computing required for business. We explored 4G/5G networks, fiber, and protocols like TCP/IP. The convergence of these technologies enables IoT (Internet of Things), remote work, and unified communications across the globe.
Topic 5: Production Process Management
This involves process planning, routing, scheduling, and capacity planning. We looked at different process types: Projects, Job Shop, Flow Shop, and Continuous Flow. Analysis tools like Value Stream Mapping (VSM) and Gantt charts are essential for identifying bottlenecks and improving flow shop efficiency.
Topic 6: Service Management
Services have unique characteristics: Intangibility, Inseparability, Perishability, and Heterogeneity. Service Quality (SQ) is measured across five dimensions: Reliability, Responsiveness, Assurance, Empathy, and Tangibles. Frameworks like SERVQUAL (Gap Analysis) and Service Blueprinting help map out the customer journey.
Topic 7: Quality Management Tools
Quality is a continuous journey. We studied the PDCA Cycle (Plan-Do-Check-Act) and the Basic 7 Tools of Quality, including Fishbone (Ishikawa) diagrams for root cause analysis, Pareto charts for prioritization, and Control charts for monitoring process stability.
Topic 8: SCM & CRM
SCM coordinates the flow from suppliers to consumers for cost efficiency. CRM integrates sales and marketing for a unified customer view. We also covered the five phases of Project Management: Initiation, Planning, Execution, Monitoring, and Closure to ensure supply chain projects stay on track.
Topic 9: E-commerce & M-commerce
The digital marketplace includes B2C, B2B, C2C, and B2G categories. M-commerce focuses on highly personalized, mobile-based shopping. Success depends on strategies like SEO, Content Marketing, and Social Commerce, utilizing mobile networks for real-time engagement.
