2128IBA - Business Processes - Case Study Analysis - Process Mapping and Analysis - Business Report Writing Assessment Answer

Assessment Task:

2128IBA: Business Processes Report Writing Assessment Answer

Task Description –

You will make use of the interviews provided below to develop Relationship Maps, followed by Cross-Functional maps. Although the development of the process maps is done from the interviews, this should not prevent you from making process improvement suggestions or pointing out obvious omissions. Once the maps have been developed, critical process performance measurement points should be identified and, appropriate measures put in place. You are to hand in the following:

1) Two relationship maps, identifying disconnects and proposed improvements and; explaining what it describes.

2) Two Cross-functional maps complete with an explanation of what it describes, and proposed improvements.

3) At each cross-functional map (related to each business process) (i) determine what performance measurement would be appropriate; (ii) where in the map would be appropriate to measure , and (iii) explain why.

4) Develop a flowchart illustrating the process of bicycle service to point out (i) 2 fail-safing points and, (ii) the line of visibility. Please explain your response.

Interview: 

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 client 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 client 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: Services 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 client 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

Report Format
The report should be set out in the following manner:

• Title

• Introduction. Brief explanation of what you will do, what concepts you will use and why the analysis you will do is important for P-bicycles.

• Process mapping and analysis (Maps and explanations/discussion)

• Conclusion. Synthesis of what you have done (maps and analysis) and recommendations for the organisation. Explanations of what you have learnt.

• References (3 references minimum).

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