Business Operation Management – Smart Custom Essays

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-Please the attached case study document.  Answer the following questions (also attached):
1.    Map the front of the application service, starting from thecustomer with a potential issue needing to be resolved and ending with theprioritizing process.  Make use of theinformation provided by James Sorenson and other information included in thecase document.  Make any assumptionsnecessary to complete the process map and be sure to include all keyactivities, routes (flows) through the process, and places where mistakes,delays, and other wasteful activities occur.
a.     Basedon the process flow map, list the value-added activities for this part of theoverall applications service system.
b.     Basedon the process flow map, list the non-value-added (i.e., wasteful) activitiesfor this part of the overall applications service system.
**Hint:1) The flow chart format is less important than the usefulness and accuracy of the process map. The flow chart starts with the customer’s issue and ends with the prioritizing process. Job prioritization occurs after verification of both the customer and the requirements for the job. The process map should show the involvement of the customer and Stickley, which includes sales, technicians, call center, etc.. Note, you don’t need to show how the prioritization is done just that the output of the prioritization process which is the assignment of an issue to be resolved by someone.
2.    Make two recommendations for improvements using a Leanmethod to solve issues or challenges stated in the case study document.  One recommendation should apply the 5 Ss andone recommendation should apply poka-yoke. As mentioned in the case, Stickley requires that no additional ITsolutions be necessary to implement any of your recommendations.  The following parts of the system should beaddressed:
a.     Onerecommendation to solve a front (before prioritizing) issue or challenge payclose attention to the statement by James Sorenson and other details in thecase.
b.     Onerecommendation to solve a back (reporting) issue or challenge – pay closeattention to the statement by Michelle Cranberry and other details in the case.
Each recommendation should be veryspecific, including a sketch, step-by-step procedure, revised process map, orother display illustrating the idea.  Yourdetail should be sufficient for Stickley management to make an informeddecision whether or not to accept your recommendation.
*Hint: You are not able to use IT resources to make changes. You may want to consider having the call center manually implement some of these changes first since IT resources are not available.

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