Operating Management

d) The management process is a process that consists of planning, organizing, staffing, leading and controlling to the accomplishment of a company's goals (Heizer and Render, 2011, pg 39). From an operations management viewpoint, we are of the view that the following key factors have contributed to Krystal's success.

Design of goods and services

Firstly, the product in this case refers to the vehicles manufactured by Krystal. As we can see, the company is committed to providing a standard of excellence in creative design, manufacturing and customer satisfaction. For instance, the company has created a new middle seat design which allows the seat to be folded down and reveal an extra storage space for beverages. In addition, Krystal takes great pride in the safety of its vehicles.

Managing Quality

Secondly, we noted that although the company places strong emphasis on the safety feature of its vehicles, it is also dedicated to being creative in its product designs. Krystal is the first limousine manufacturer who performed and passed the certified crash tests for the safety of the vehicles. In addition, Krystal's customers would always be served with a high standard of quality and service which would not be found at other companies in the industry.

Human resources, job design and work measurement

Thirdly, the company attributes its success to the group of hardworking and loyal employees of which, some had worked at Krystal for more than 20 years. While Krystal endeavors to keep an operation that is continuously improving product quality, it also provides an environmentally sound workplace for both its employees and environment.

In summary, the above key factors have been significant in maintaining Krystal's ‘no-rival' reputation in the transportation industry.