Think about a process that you participate in as a customer (e.g. a bank, a restaurant, a
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Question:
Think about a process that you participate in as a customer (e.g. a bank, a restaurant, a doctor's office, airport, retail store, etc.) that seems to operate ineffectively. Your goal is to improve the process.
- Making a flowchart of the current process. You can use MS Visio or other tools with which you are comfortable.
- Answer the following questions and identify specifically where in the process there is a failure:
- Is the process designed to achieve a competitive advantage in terms of differentiation, response, or low cost?
- Does the process eliminate steps that do not add value?
- Does the process maximize customer value as perceived by the customer?
- Will the process win orders?
- Redesign the process to bring about improvements in performance. Create another flowchart to illustrate the new process.
- Provide a short summary of how and where you improved the process and how the customers and business will benefit from implementing your suggested changes.
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