A large company is having trouble processing requisition forms for supplies and materials. Just getting through the initial approval process seems to take forever. Then, the order must be placed, and the supplies and materials must be received and delivered to the correct location. These delays usually cause only minor inconveniences. However, a lack of supplies and materials sometimes stops an entire operation. After one such instance, a senior manager has had enough. The manager wants to know the reason for the excessive delays. The manager also wants to know where to place blame for the problem! A process analysis is done at the manager's request. The requisition process is broken down into three sub processes: (1) requisition form completion and authorization, (2) ordering, and (3) receiving and delivery. The process analysis also reveals that the first sub process consists of the steps shown in Table 1.3.

a) Classify the activities in this process.

b) Who is the customer?

c) Translate what you think the customer wants into measures of process performance.

d) How is the process performing under the measures defined in part (c)?

e) Comment on the manager's attitude.

TABLE 1.3 Steps in the Requisition Process Time (minutes) 10 Step 1. Requisition form initiated 2. Form mailed to procurement 3. Form sits in IN basket 4. Requisition form completed 5. Form sits in OUT basket 6. Form mailed for authorization 7. Form sits in IN basket 8. Form reviewed and authorized 9. Form sits in OUT basket 10. Form mailed to ordering 720 75 18 75 720 45 12 90 720