Part 1
Using the specific operations performance objectives it can be argued that Ocado is focussed
on satisfying its customers’ requirements for fast and dependable services at a reasonable
market price, through strategic partnerships that assist its customers to improve the services
they offer. Specifically you should:
 Outline the essential components for ‘effective business operations management’
(creating value for the customer) for Ocado’s operation within the UK.
 Use a soft systems methodology to evaluate the issues Ocado might face if they decide
to introduce hybrid facilities to allow their customers to continue ‘order goods online
and have these delivered to the door’ as well as opening new stores to compete in the
market place (since the shock of Morrison joining forces with Amazon). Support your
discussion with appropriate business operations models (i.e. operation strategy
performance (priorities) model, customer value, the service gap model, four v’s profile

Discuss how the managers would turn performance objectives into operations priorities and
the resources that would be necessary for effective implementation of the new process (about
six hundred words).
Tips:
19. This part should concentrate on the new solution only as discussed in part one and two.
20. Analyse the resources required and costs for implementing the new process (“TO BE” Business Process Plan.
21. Support your discussions with Performance Model, management of change etc. (not Maslow).
Using a Balanced Scorecard, discuss how the business performance can be measured post
implementation (refer to the last three years of company annual reports and any other relevant
data for improvement and target trends for Ocado)