The MS Westerdam
Kenneth Vijverberg
DMO Case Study 2019-2020 C
, Table of Content
A brief History of the Holland America Line ............................................................... 2
Carnival Corporation & plc ...................................................................................... 3
The Case Company Ship: “The MS Westerdam” ......................................................... 4
Mission and Vision ................................................................................................. 5
The Four Vs .......................................................................................................... 6
Performance Objectives .......................................................................................... 7
Order winners & Qualifiers ...................................................................................... 9
Order winners .................................................................................................... 9
Qualifiers ........................................................................................................... 9
Hayes & Wheelwright ............................................................................................10
Operations Service Process Type ............................................................................10
Variability ............................................................................................................10
Push/Pull system ..................................................................................................11
House of Quality ...................................................................................................11
Capacity Management ...........................................................................................12
Supply Chain Management ....................................................................................12
Improvement .......................................................................................................13
Challenges in the operation ....................................................................................14
Inconsistent service at Gen Japanese restaurant ....................................................14
Complaint handling at the back office ...................................................................14
Constraints at Tracy’s Hair Salon .........................................................................15
Managing Freddie’s Bar versus Leo’s Place ............................................................15
Passengers waiting to be served at Dee Dee’s nightclub .........................................16
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Kenneth Vijverberg
DMO Case Study 2019-2020 C
, Table of Content
A brief History of the Holland America Line ............................................................... 2
Carnival Corporation & plc ...................................................................................... 3
The Case Company Ship: “The MS Westerdam” ......................................................... 4
Mission and Vision ................................................................................................. 5
The Four Vs .......................................................................................................... 6
Performance Objectives .......................................................................................... 7
Order winners & Qualifiers ...................................................................................... 9
Order winners .................................................................................................... 9
Qualifiers ........................................................................................................... 9
Hayes & Wheelwright ............................................................................................10
Operations Service Process Type ............................................................................10
Variability ............................................................................................................10
Push/Pull system ..................................................................................................11
House of Quality ...................................................................................................11
Capacity Management ...........................................................................................12
Supply Chain Management ....................................................................................12
Improvement .......................................................................................................13
Challenges in the operation ....................................................................................14
Inconsistent service at Gen Japanese restaurant ....................................................14
Complaint handling at the back office ...................................................................14
Constraints at Tracy’s Hair Salon .........................................................................15
Managing Freddie’s Bar versus Leo’s Place ............................................................15
Passengers waiting to be served at Dee Dee’s nightclub .........................................16
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