AD605 Operation Business Management

Task:

1.    Map the “front” of the application service, starting from the customer with a potential issue needing to be resolved and ending with the prioritizing process.  Make use of the information provided by James Sorenson and other information included in the case document.  Make any assumptions necessary to complete the process map and be sure to include all key activities, routes (flows) through the process, and places where mistakes, delays, and other wasteful activities occur.?

a.        Based on the process flow map, list the value-added activities for this part of the overall applications service system.

b.       Based on the process flow map, list the non-value-added (i.e., wasteful) activities for this part of the overall applications service system.

1.     Make three recommendations for improvements using a Lean method to solve issues or challenges methods in the case study document.  One recommendation should apply standard work, one recommendation should apply the 5 S’s, and one recommendation should apply poka-yoke.  As mentioned in the case, Stickley requires that no additional IT solutions be necessary to implement any of your recommendations.  The following parts of the system should be addressed:?

a.        One recommendation to solve a “front” (before prioritizing) issue or challenge– pay close attention to the statement by Matt Sorenson and other details in the case.

b.       One recommendation to solve a “back” (reporting) issue of challenge - pay close attention to the statement by Michelle Cranberry and other details in the case.

c.        One recommendation to solve another issue or change of your choice.?