What service standards are required to be met? What is the final result of the service to be provided? At what point does the service begin, and what signals its completion?

Uncategorized by Geoffrey

Process Focus – Kuehne + Nagel

Process Improvement principle from Total Quality management taken into consideration, and need to identify a familiar process to your daily working life with analysis of this process from customer perspective. You will then need to identify relevant improvement opportunities based on the root cause analysis, and re-map the process practice. The process maps must include all functions from the perspective of the customer (possible internal customer) from the point where the process commences to the point where the process is completed. The process maps must clearly show the points for improvement and these points must be fully discussed in the supporting report. Additionally, you are expected to measure the process and conduct a process variation analysis based on the most suitable variable (e.g: service lead time)

Your report should also discuss the original map and their improved map and the expected improvements or benefits to the organization that will result if they were to adopt the new suggested procedure. You have to include both maps as appendices within the proposal.Additional to include:

  1. Process Mapping ( draw a process map flowchart that describes the current specific steps in the chosen process of discussion in details)
  2. Analysis of process maps:
    1. Are the steps in the process arranged in logical sequence?
    2. Do all steps add value? Can some steps be eliminated and should others be added in order to improve quality or operational performance? Can some be combined? Should some be reordered?
    3. Are capacities of each step in balance; that is, do bottlenecks exist for which customers will incur excessive waiting time?
    4. What skills, equipment, and tools are required at each step of the process? Should some steps be automated?
    5. At which points in the system might errors occur that would result in customer dissatisfaction, and how might these errors be corrected?
    6. At which point or points should quality be measured?
    7. Where interaction with the customer occurs, what procedures and guidelines should employees follow to present a positive image?
  3. Key Questions for Service process design:
    1. What service standards are required to be met?
    2. What is the final result of the service to be provided?
    3. At what point does the service begin, and what signals its completion?
    4. What is the maximum waiting time that a customer will tolerate?
    5. How long should it take to perform the service?
    6. Who must the consumer deal with in completing the service?
    7. What components of the service are essential? Desirable? Superfluous?
    8. Which components can differ from one service encounter to another while still meeting standards?
  4. Also state mistakes that could happen in the process with scenarios to make it mistake proof which will then allow your process to be state of the art.

To develop your suggestion with examples, explain the Design Stage of the suggested new process, and also the Control