In this assignment, you will focus on analyzing a specific process such as the Order Fulfillment Process, Patient Check$-$in Process, Customer service processes, Financial processes, etc., in a UAE$-$based facility to identify areas of improvement. You would need to collect customer feedback $($VOC$)$ and examine various Lean Six Sigma tools for this purpose. More specifically, you are required to do the following:

a$)$ Select and Describe a Process: Choose a specific process within a local UAE$-$based facility. Please be specific and clearly write down the process and organization name. Briefly describe the process in context of the chosen facility.

b$)$ Capture Voice of Customer $($VOC$)$: Gather customer feedback e$.$g$.$ through surveys, interviews, focus groups, customer complaints, or any other feedback channels to gain insights into the problems associated with the selected process. Document customer comments, suggestions, and main points to serve as input for the analysis.

c$)$ Build an Affinity Diagram: Organize and categorize the collected customer feedback using an affinity diagram. Identify common themes, concerns, and priorities among customers regarding the selected process.

d$)$ Build a VOC to CTQs Diagram: Select a broad category of prioritized customer feedback from the previous step $($affinity diagram$)$ and convert it into Drivers and CTQs$.$ Create a block diagram for this step to show the conversion of VOC to CTQs$.$

e$)$ Create a Process Map: Develop a detailed process map to visualize the current state of the selected process. Briefly discuss the subprocesses requiring improvement.

f$)$ Summarize Findings: Summarize findings from the above steps.

Submission Instructions

Submit your HW$(1)$ report in PDF format. Ensure that your report covers the requirements mentioned from a to $f.$

If you use external sources or references, ensure proper citations, and include a list of references at the end of the report.

Plagiarized or AI$-$generated text will be closely monitored, and any violation in this regard will be subject to RIT's integrity policy.

Late submissions will incur penalties.

The due date is March $2,2024,$ at $11$:$59$ PM$.$