CASE STUDY:

Oscar: I need your help in understanding the big picture of the work done here at your corporation. In simple terms, what type of work does P-Bicycle perform?

Phil: The Company does two main things: we manufacture bicycles on order, as per client specs and also service them. We have a number of functions involved with processing new orders and servicing bicycles.

Oscar: What starts a particular order or service request for a bicycle?

Phil: We use written work orders for new bicycles as well as performing services. Nothing happens until there is a work order approved by the customer.

Oscar: What part of the company is responsible for obtaining the approved work order from the customer?

Phil: Sales. They work directly with the customer. They talk with the customer to figure out what is needed, write the work order, and present it to engineering or the service section.

Oscar: Besides work orders, does Sales have any other forms to complete?

Phil: Sales is responsible for getting the work order spot on and pass the requirements on to engineering or the service section. Sales also do the invoice and receive payment from customers.

Oscar: What happens in the case of an order for a new bicycle?

Phil: Engineering verifies the order and produces the specs and detailed drawings of the bicycle. There may be some direct interaction with the customer at this point for clarification purposes. They then pass these on to manufacturing.

Oscar: What happens next?

Phil: Manufacturing verifies the order with engineering, verifies the required parts are in the inventory department and schedules the job, and proceeds to manufacture the bicycle.

Oscar: What happens if some parts are not in the inventory department?

Phil: The purchasing department is responsible to order the required parts. Then, supplies go to the inventory department.

Oscar: What happens next?

Phil: Manufacturing can begin even though the required parts are not all on hand using a principle called concurrent engineering. This requires good coordination with suppliers. Once the bicycle is complete, then distribution is notified and the customer is made aware that the bicycle is ready for pickup.

Oscar: What happens next?

Phil: Once the customer verifies the product an invoice is raised and when payment is received in full the bicycle is available for collection by the customer.

Oscar: What happens in the case of a service request?

Phil: Service verifies the order with sales, verifies the required parts are in the inventory department and schedules the job, and proceeds to service the bicycle.

Oscar: What happens if some parts are not in the inventory department?

Phil: The purchasing department is responsible to order the required parts. Then, supplies go to the inventory department.

Oscar: What happens next?

Phil: Servicing can begin even though the required parts are not all on hand using a principle called concurrent engineering. The job may be set aside and picked up again when parts available. Once the bicycle is complete, then distribution is notified and the customer is made aware that the bicycle is ready for pickup.

Oscar: What happens next?

Phil: Once the customer verifies the product an invoice is raised and when payment is received in full the bicycle is available for collection by the customer.

READING THE DISCUSSION ABOVE:

You are to hand in the following: Two relationship maps, identifying disconnects and proposed improvements and; explaining what it describes.