As shared in prior guest posts, the Heizer/Render/Munson MyOMLab simulations offer a realistic scenario to help students further evaluate their OM lessons. The Quality Management simulation uses the hospitality industry, in which students role play a restaurant manager. This simulation helps students see the details that go into improving quality for an organization to be more successful. Almost 60% of my students found this relatable to their work experiences.
This simulation challenges students to use the quality management principles from the textbook. Students need to think logically about the evidence they are given to make decisions about various investments to improve customer service and reduce failure rates. Visualizing the options to prioritize further actions needed gives students some insight on what a manager must deal with, especially when pressured to turn around a restaurant. The various problems students are given really does draws them into the scenario!
Students reflected on options that supported immediate operating needs, as well as options that may be nice to consider, but did not necessarily address complaints or fix major issues. One student came up with several ideas, not even built in the simulation, that were great examples of critically thinking about the lessons to extend additional realistic options.
Students need to sift through the feedback they are given to identify relevant customer and staff issues to support their financial and customer service goals. The majority of the students felt the simulation was fun as it gave them a sense of accomplishment and pride to positively influence profits and customer reviews over the simulated one-year time period. Some students further commented how the simulation was driving them to even improve quality at their work!