5016_ASS 1 # DRAFT 1 # Process Improvement Plan # MBA-FPX5016 Operations Mgmt for Leaders
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Assessment 1 Instructions: Process Improvement Plan
Develop a 7-page process improvement plan for a provided scenario or a business and process of your choice, using data to support your recommendations.
Introduction
This portfolio work project, a process improvement plan, will help you demonstrate competenciesin process documentation, process analysis, and process improvement.
Scenario
For this assessment, choose either Option 1 or Option 2. You do not need to do both. You will apply one of these scenarios in the Requirements below.Both options will be graded using the same scoring guide.
Option 1
Wild Dog Coffee Company, alocally owned company with a single coffee shop location, serves a wide selection of espresso products, small breakfast and lunch menu items, and a limited evening menu. The company is planning to expand the business by adding an additional location. While different menu items may be tested at the new location, the espresso beverage preparation process will remain exactly the same. The company wants to ensure that the espresso beverage preparation process is documented and refined before the move.
Option 2
Select a business and process of your choosing. Note: It is recommended that you use the same business for each assessment in this course. Before choosing a company, read all three of the assessments thoroughly to ensure the following:
The company fits the assessmentrequirements and you have access to the information needed to complete the assessment.
The business information is disclosed in the assessment for faculty’s reference.
You can distribute the businessdata without disclosing confidential information.
Contact faculty with questions.
Your Role
Option 1
You are one of three owners of Wild Dog Coffee Company. Your background is primarily in operations. Your business partners’ backgrounds are in marketing and sales. While they are working on the external aspects of the business that will bring customers in, you are focused on making the internal customer-facing processes as efficient as possible.You are preparingan analysis and recommendations that will help manage a core process improvement for the successful opening of a second location.
Option 2
Your boss, a director, has tasked you with a processimprovement project. She is relying on you to prepare an analysis and recommendations that can be presented to the executive team of the company.
Requirements
Include the following in your process improvement plan:
Assess the steps for a selected process.
Develop a flowchart showing the process’steps. You may include as many steps as are relevant for your selectedscenario.
If using Wild Dog Coffee Company, show the stepsfor preparing an espresso beverage (for example, latt, cappuccino);there are two steps that must be included: (1) order is submittedand (2) beverage is handed to the customer. Hint: You may want to visit a local coffee shop to observe the beverage preparation process.
Prepare a procedure documenting theselected process. Ata minimum, the procedure must documentthe following for your selected process:
Metrics. Identify at least two metrics that will be useful in determining how well the new process is performing. Be sure to identify the target value of the metric and how you will measure it.
For Wild Dog Coffee Company, it could be how well the beverage preparation process is performing. A third metric is already identified for you: order delivery time. (This is the time between when the order is submitted and the time the beverage is handed to the customer.)
Procedure. This section describes each step of the process.
For Wild Dog Coffee Company, your procedure should be titled, Espresso Beverage Preparation Process. Be sure to include order submittal and handing the beverage to the customer as part of the procedure.
Purpose (of the procedure). This section describes what the procedure is intended to do.
Analyze data for process changes for a selected process. Respond to the following questions:
Is the process centered? Provide the results of your calculations and the rationale for your decision by thinking about the process capability.
Is the process capable at 3-sigma? Provide the results of your calculations and the rationale for your decision by thinking about the process capability index.
Is the process in statistical control? Provide the appropriate numbers and the rationale for your decision using a control chart for individuals.
For Wild Dog Coffee Company, analyze the Beverage Service Times [XLSX] data. This data is for50 beverage preparation events and was collected using their order processing system. Each individual order gets a time-stamp when it is placed and again when the beverage is handed to the customer. The senior barista thinks the beverage delivery times should range between 2 and 3 minutes. The known process standard deviation, which has been calculated on an on-going basis, is 0.5903 minutes.
Analyze the cause and effect of process variances.
Brainstorm possible sources of variation to create a cause-and-effect diagram to help analyze potential sources of variation in the espresso beverage preparation process at Wild Dog Coffee Companyor for your selected business’ process. Your diagram must include at least four of the 6 Ms (that is, management, manpower, method, measurement, machine, materials).
Recommend quality and customer service improvements for a selected process.
Detailthe results of your analysis for Wild Dog Coffee Company or your selected business’process to substantiate your recommendations.
Deliverable Format
Requirements:
The process improvement plan is to be a minimum of7 pages, not including the title,reference, and appendix pages.
Use a process improvement plan template of your choice.
Related company standards:
The process improvement plan is a professional document and should therefore follow the corresponding MBA Academic and Professional Document Guidelines (available in the MBA Program Resources), including single-spaced paragraphs.
In addition to the title and reference pages, include the following in the appendix:
Flowchart.
Procedure.
Detailed results of order delivery time analysis.
Cause-and-effect diagram.
Use American Society for Quality (ASQ) data analysis tools and 23 additional scholarly or academic sources where applicable.
Use APA formatting for citations andreferences.
Evaluation
By successfully completing this assessment, you will demonstrate your proficiency in the following course competencies through corresponding scoring guide criteria:
Competency 1: Analyze how operations management theories and models effect the development and delivery of products or services to the marketplace.
Assess the steps for a selected process.
Competency 2: Use logistics and supply chain management tools to manage the distribution of products and services.
Prepare a procedure documenting a selected process.
Competency 3: Use data to evaluate the effect of operations management decisions on organizational goals.
Analyze data for process changes for a selected process.
Analyze the cause and effect of process variances.
Competency 4: Evaluate the effectiveness of operations management strategies to achieve quality and customer service goals.
Recommend quality and customer service improvements for a selected process.
Competency 5: Communicate business needs, opportunities, and strategies with multiple stakeholders.
Write coherently to support a central idea with correct grammar, usage, and mechanics as expected of a business professional.
Faculty will provide feedback as if theywere the recipient of your deliverable in the workplace, using the scoring guide. Refer to thescoring guide to ensure that you meet the grading criteria for this assessment before submission.
ePortfolio
This portfolio work project demonstrates your competency in applying knowledge and skills required of a MBA learner in the workplace. Save this activity to your ePortfolio for future reference in the workplace.
SCORING GUIDE
Use the scoring guide to understand how your assessment will be evaluated.
VIEW SCORING GUIDE
HIGHLIGHTED PART PLAGIARISM
HIGHLIGHTED PART PLAGIARISM
Also find the attachments 2 of them
HIGHLIGHTED PART PLAGIARISM
HIGHLIGHTED PART PLAGIARISM
Also find the attachments 2 of them
HIGHLIGHTED PART PLAGIARISM
HIGHLIGHTED PART PLAGIARISM
Also find the attachments 2 of them
HIGHLIGHTED PART PLAGIARISM
bout Tecnotree Incorporation
Tecnotree is a Finnish organization founded in 1978.4It is a full-stack digital BSS provider with an experience of over 40 years in deep domain knowledge, proven delivery, and transformation capability across the globe.
5The organization aims at helping its customers prosper, innovate, and delight in a digital world.
Tecnotree delivers omnichannel customer experience with signature Finnish design and quality excellence.
Customers who use these products establish a dynamic ecosystem that offers highly relevant solutions to people.
6They will anticipate the demand and easily bring partners, products, and services to the marketplace.
Its digital BSS suite comprises products for digital customer lifecycle manager, digital lead and prospect manager, digital loyalty manager, digital my life dashboard, digital partner relationship manager, digital commerce engine among others (Tecnotree 2019).
In 2019, the organization announced a surge in Digital Micro-services Acceleration (DMA), Digital Experience Accelerator (DEA), and Digital Revenue Accelerator (DRA).5DMA uses open APIs to wrap existing legacy services.
7This enables the creation of APIs on top with microservices orchestration and exposing and monetizing those metered APIs through an API gateway.
5DEA includes customer 360 and Omnichannel Enablers which help CSPs develop an omnichannel customer experience connecting to legacy platforms as well as delivering new self-care capabilities.
7DRA includes Digital Partner Relationship Manager which enables CSPs to onboard new partners, aggregate bundle, and sell partner offerings as well as manage complex multi-party settlements (Tecnotree 2019).
Customer Lifecycle Manager (CLM) In customer relationship management, the customer lifecycle is described as the progression of steps a customer goes through when considering, purchasing, using, and maintaining loyalty to a product or service (Mizuno 2020). The digital customer lifecycle manager is a product of Tecnotree that allows organizations to manage their customers digitally. This product supports omnichannel digital journeys for subscribers with a digital wallet and social media integration. It comes with an optional native mobile CLM application for mobile working. This supports the handling of dealers, resellers, and point of sale operations for businesses. Moreover, it comes with incentives and commissions management capabilities to boost sales channel performance.
There are five distinct steps of the customer lifecycle which include reaching, acquisition, conversion, retention, and loyalty (Mizuno 2020). They involve capturing the attention of the potential customer, entailing them of the companys products, turning them to purchase the products, and keeping them as loyal customers. It is the objective of the customer relationship management that all customers move through the cycle repeatedly. Tecnotree is offering the digital CLM for organizations with the hope that they will retain their customers which will improve sales. Understanding the customer lifecycle is essential to the success of a business. Companies should improve and optimize all the stages in the lifecycle. Some of the metrics they can use to assess the lifecycle include:
Stage Metrics
1 Reach Impressions, Branded searches and Website Visits
2 Acquisition Leads and Inquiries
3 Conversion Lead Conversion Rates
4 Retention Renewal Rates
5 Loyalty Customer Satisfaction scores
In each stage, different metrics have to be used. The organization has to impress and visit websites to capture the attention of customers. They have to ensure that the customer has shifted their focus on the product. The digital CLM has to ensure that the organizations know the type of customers they need for their products. Organizations using this product will ensure that they have kept active leads and answered all inquiries by the customer. The digital platform allows customers to ask all questions regarding the product or service and a response will be provided by the organization through a notification chat (Eaton & Overcast 2020).
After continuous online communication between the customer and the organization using this service, the organization can negotiate for their process and plan for a business transaction. This entails shipment of products, purchase price, and all terms of sale for their products. The conversion rate is the rate at which potential customers take precise desirable action. The organization will check the renewal rates for the organization to ensure customer retention and analyze customer satisfaction scores that ensure customer loyalty. The digital CLM system can be tracked periodically and the business metrics can be compared with that of its competitors which help businesses address their competitive loopholes in their products or services (Stark 2016).
Digital CLM steps
Reaching is the first stage in which a customer develops awareness of a companys product or service. This can be brought about by social media, advertisements among other sources of information. The objective of reaching out is to create an association between the brand and the customer. Acquisition depends on the organization that will use the website (Eaton & Overcast 2020). During this stage, potential customers learn more about the organizations products and services and their terms of sale. They can visit the organizations website where they will converse with sales representatives of the organization. The digital platform allows the customers to have direct conversations with the organization and all their queries are sent and the organization can offer their feedback via the clients email.
The conversion stage is where customers purchase a product or service. The customers are provided with the terms and conditions before the purchase of the product. The organization using this Digital CLM has to ensure they comprehend the customers key purchasing criteria, then position products that will ensure they have a competitive edge over their competitors. After the customer has been acquired, the organization focuses on customer satisfaction. The organization will look into the customer frequently visited websites and offer complementary services via their site. This will ensure that the customer experience is improved and that terms of trade are simplified.8Customer retention is vital as studies reveal that it costs less to retain existing customers than acquiring new customers.
In the customer loyalty step, satisfied customers renew their subscriptions continuously as they purchase the products and services of the organization. the organization benefits from these customers as they will refer the organization to friends and family (Eaton & Overcast 2020).
Importance of Digital CLM procedure
Organizations need to understand the customer lifecycle. It follows a cyclic pattern as the loyal customers get to be the sources of customers in the reaching stage. Customer retention is the end goal in developing strong brand loyalty and organizations need to continually offer relevant and timely messaging to prior customers. They help businesses maximize their revenue potential as they aim at making loyal customers their advocates (Eaton & Overcast 2020). As long as there are consistency, relevance, and messages that meet the needs of your customers, the transformation from an enquiring customer to a loyal customer is very swift. By understanding the procedure, organizations can understand their customers from a broad perspective.
Process analysis
Analyzing the changes in a process is important for organizations. Tecnotree corporation should ensure that they have properly analyzed the process to ensure that it will be flexible and adaptable for all organizations that use the system. The process should ensure the independence of the organization as well as confidentiality as some customers will pay for their services through the site. This process of digital customer lifecycle manager has to ensure that it is centered in the organization that uses it. This is to ensure that the organization using the system should have primacy in the design of the organization. Some systems will be process centered to the process owners in that they will have authority, responsibility, and accountability of the product and services they oversee. Tecnotree will therefore ensure that the organization using this platform have the authority to use the website as they wish (Mizuno 2020).
9This process should be capable of three-sigma.
A three-sigma refers to a process that operates efficiently and produces high-quality goods. The Digital CLM has to ensure an accuracy level that is higher than 93.333%. this is to ensure that the process runs at a sigma level close to six-sigma. The system has to ensure that revenues generated from customers using the site outweigh the cost by a high percentage. This is to ensure that the organization breaks even the initial cost of implementing the system and that Tecnotree will attract more companies that would wish to advance their technological capabilities. The system should also ensure that customers get to know more of the products offered by the organization at the lowest possible cost. Tecnotree should advance all its systems to six-sigma as it will attract more organizations.
A well laid Digital CLM process should ensure statistical control.10A statistical process control (SPC), is a quality control method that uses statistical methods to monitor and control processes.
This ensures that organizations maximize profitability as they look at cutting expenses (Stark 2016). This system allows scrapping of waste services, that would cost organizations using this service as well as customers who will use the website to know more about the products. The organization will use control charts as well as focus on continuous system improvement as this will help in managing the organizations operations.11The system should ensure the initial establishment process and regular production use of the process.
This allows organizations to detect and prevent errors at an early stage. Organizations that will use the Digital CLM will ensure that they know all issues about customers.
Cause-effect analysis When an operation in the organization is not working as it should, the organizational team should ensure that they have explored all factors that may lead to the cause before arriving at a solution. A cause and effect analysis will allow the management to solve a problem completely. It ensures brainstorming and provides a map where all possible causes of the problem are shown rather than the obvious ones. The analysis helps management and other important stakeholders to discover the root cause of a problem, identify process bottlenecks as well as identify where and why a process is not working (Stark 2016). The information provided below will highlight a cause-effect analysis for Digital CLM for Tecnotree corporation.
Management Slow decision making
Manpower Lack of trained personnel
Machine Server failure Storage capacity
Method Complexity in installing
Poor Digital CLM
Recommendation
The Digital CLM system is efficient in terms of production and operations. There are some loopholes that the organization needs to ensure they are dealt with accordingly to increase the systems efficiency. The system should allow businesses that purchase it to have an easy time implementing and executing the system. Some of the system configurations will require the skills in the information system, software development as well as hardware compatibilities. The system by itself requires organizations to have a robust server system to host the website and all its components. This is a challenge for as most businesses require a smaller server system. Tecnotree should look into the server system that will enable all consumers to appreciate the power of the digital CLM. If the stated recommendations are put in practice, the organization using the system will receive maximum efficiency of six-sigma (Mizuno 2020).
References
Mizuno, S. (2020). Management for quality improvement: the 7 new QC tools. CRC Press.
Eaton, D. A., & Overcast, I. (2020). ipyrad: Interactive assembly and analysis of RADseq datasets. Bioinformatics, 36(8), 2592-2594.
Stark, J. (2016).12Product lifecycle management.
In Product Lifecycle Management (Volume 2) (pp. 1-35). Springer, Cham.
Tecnotree (2019).13Products / Digital Customer Lifecycle Manager.
Retrieved from < https://www.tecnotree.com/products/DCLM>
Appendix
Appendix 1:
13Digital Customer Lifecycle Manager Procedure
Appendix 2:
13Digital Customer lifecycle flowchart
Reach Sheet1
Bev # Min Bev # Min Bev # Min Bev # Min Bev # Min
Bev 1 3.42 Bev 11 2.32 Bev 21 2.26 Bev 31 2.73 Bev 41 1.74
Bev 2 1.67 Bev 12 2.94 Bev 22 3.00 Bev 32 2.80 Bev 42 2.04
Bev 3 1.98 Bev 13 3.24 Bev 23 2.45 Bev 33 3.08 Bev 43 1.85
Bev 4 1.66 Bev 14 3.23 Bev 24 3.43 Bev 34 1.60 Bev 44 1.69
Bev 5 1.64 Bev 15 3.38 Bev 25 3.15 Bev 35 3.19 Bev 45 2.66
Bev 6 2.06 Bev 16 2.10 Bev 26 2.02 Bev 36 2.25 Bev 46 3.23
Bev 7 2.46 Bev 17 2.71 Bev 27 3.07 Bev 37 2.32 Bev 47 3.16
Bev 8 2.36 Bev 18 1.75 Bev 28 2.74 Bev 38 3.00 Bev 48 1.78
Bev 9 1.82 Bev 19 2.52 Bev 29 3.01 Bev 39 1.96 Bev 49 2.14
Bev 10 2.95 Bev 20 3.13 Bev 30 1.55 Bev 40 1.84 Bev 50 2.32
