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In 2017, the owner of Onnie Jewellers in Leamington, Ontario, and her daughter were preparing for their annual summer promotion event. Held in mid-August, the invitation-only summer promotion event at the store had become hugely successful and very popular with Onnie? Jewellers' clientele. The owner and her daughter were reviewing data from the previous year?s event and discussing potential changes that would improve the customer's shopping experience.
The case is well suited for an undergraduate or MBA operations management course. This short case provides a familiar context for a class discussion on basic operations principles. The topics addressed include process flow and capacity analysis in a service business. Through the case, the instructor has an opportunity to do the following: ·Illustrate how operations concepts can be used to diagnose and resolve common business problems, while offering a powerful illustration of the challenges related to managing variability. ·Lead a qualitative discussion, based on students' personal experiences, about the impact of variability for operational system performance.Assess process capability, by using the optional assignment question that includes data on time spent by customers at the store during the previous year’s event.