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Fall 2016 MGMT 413 Quality and Productivity

 

I do not expect more than 4 pages of write-up along with a page or two of

 

exhibits or other graphics or spreadsheets you may turn in. Please use 11

 

point and single spaced writing, and use a simple font. Ultimately, be brief

 

and to the point in your answers.

 

1. Pay a visit (or recall from memory a recent visit) to your local bank of your

 

choice.

 

a. For a typical customer, draw a map (i.e. a process map) of the value

 

creation and support processes within the bank. You can focus on only one

 

process that perhaps concerns you as a customer.

 

b. For each step in the process label whether it is a value creation or a

 

support process. Also highlight whether there is an internal or an external

 

customer involved in that step of the process.

 

c. List the overall objectives for this process and outline how each step

 

supports or detracts from those objectives.

 

d. For the same bank, now redraw the process map in the form of a service

 

blueprint and clearly indicate the fail points in the process. Also comment on

 

the line of visibility in the blueprint.

 

2. What are some common errors you observe in the process at your bank

 

above?

 

a. Classify these common errors into different types we discussed in class.

 

b. Also suggest some mechanisms to mistake-proof those steps that are

 

more likely to lead to the errors above.

 

3. Pay a visit (or recall from memory a recent visit) to your local Apple Store.

 

a. For a typical customer, draw a map (i.e. a process map) of the value

 

creation and support processes within the Apple store. You can focus on only

 

one process that perhaps concerns you as a customer.

 

b. For each step in the process label whether it is a value creation or a

 

support process. Also highlight whether there is an internal or an external

 

customer involved in that step of the process.

 

c. List the overall objectives for this process and outline how each step

 

supports or detracts from those objectives.

 

d. For this store, now redraw the process map in the form of a service

 

blueprint and clearly indicate the fail points in the process. Also comment on

 

the line of visibility in the blueprint.

 

4. What are some commonalities and differences you see in the two process

 

examples you have analyzed above.

 

a. Comment on which process is more likely to satisfy the objectives outlined

 

by your team for that process. b. For the process that you perceive as weaker in terms of quality and

 

productivity performance, suggest some ways for that process to be

 

improved in order to be brought up to par with the better one!

 







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