Case Problem6.3The DPA Protocol

Blake is an intern in the Department of Performing Arts (DPA) at State University. One of his duties is to schedule end-of-term recitals for the department's graduating seniors and to create and distribute programs for those recitals. The recitals for each student include several performance pieces and often feature classical pieces with foreign titles and composers. The students submit a request for recital online and are sent an email confirmation of their recital schedule (from Blake). With that confirmation is a reminder that the material for the program needs to be submitted by a certain time. Generally, these are emailed to Blake, who puts them in standard program format and prints, folds, and distributes them to the recital venue on the evening of the performance. The department has recently been embarrassed by mistakes in the programs, and after verifying that the source of the error is usually with the student, not Blake, the department has created a new protocol to improve the process.

Following are copies of emails about the new protocol. Create a flowchart of the old and new protocols and identify where problems or delays might occur. Do you think this new protocol will improve the quality of the programs? What would you do to improve the process?

Sent: March 1, 2017 To: DPA Faculty, Staff and Interns From: Dr. Salvatore, Chair, DPA To ensure that the Department is putting out the best-quality recital programs, a new protocol has been established. New Protocol for Recital Programs . Students submit programs to their program directors. Program directors edit and submit programs to Ingrid. Ingrid submits programs to interns. Interns format programs and submit to Naomi for final edits. Naomi submits programs to Dr. Salvatore for final approval. Interns print, fold, and distribute programs. Please refer any questions to Ingrid or Naomi. Sent: March 6, 2017 To: Blake From: Ingrid, Head Secretary, DPA I know this is a bit confusing so let me clarify as best as I can. When the students send me their programs, I inform them that their pro- grams should be edited and approved by their program directors be- fore they send it to me. I then forward it to you for proper formatting, then you send it to Naomi for editing, and then she sends it back to you for printing. Sent: March 7, 2017 To: Blake From: Naomi, Administrative Assistant, DPA They send it to Ingrid, she sends it to you for formatting, and then you send it to the program director. Ingrid or I will keep you posted if there are any changes to the protocol. Sent: March 5, 2017 To: Ingrid and Naomi From: Blake I am a little confused about the sequence of the programs. Do the students send their programs to their program directors before they send it to Ingrid, or do we send it to their program directors after we format it? Thanks, Blake Sent: March 1, 2017 To: DPA Faculty, Staff and Interns From: Dr. Salvatore, Chair, DPA To ensure that the Department is putting out the best-quality recital programs, a new protocol has been established. New Protocol for Recital Programs . Students submit programs to their program directors. Program directors edit and submit programs to Ingrid. Ingrid submits programs to interns. Interns format programs and submit to Naomi for final edits. Naomi submits programs to Dr. Salvatore for final approval. Interns print, fold, and distribute programs. Please refer any questions to Ingrid or Naomi. Sent: March 6, 2017 To: Blake From: Ingrid, Head Secretary, DPA I know this is a bit confusing so let me clarify as best as I can. When the students send me their programs, I inform them that their pro- grams should be edited and approved by their program directors be- fore they send it to me. I then forward it to you for proper formatting, then you send it to Naomi for editing, and then she sends it back to you for printing. Sent: March 7, 2017 To: Blake From: Naomi, Administrative Assistant, DPA They send it to Ingrid, she sends it to you for formatting, and then you send it to the program director. Ingrid or I will keep you posted if there are any changes to the protocol. Sent: March 5, 2017 To: Ingrid and Naomi From: Blake I am a little confused about the sequence of the programs. Do the students send their programs to their program directors before they send it to Ingrid, or do we send it to their program directors after we format it? Thanks, Blake