Problem

For the is week Problems activity, you will complete and submit the following items:

Chapter 5

Problem 1

Problem 4

Problem 5

1. Consider the following list of generic business pro- cesses. Identify each as a value

creation process or a support process. Then develop a flowchart show- ing the logical

sequence that the value creation processes should follow.

a. Invoice customers

b. Manage information

c. Market and sell products and services

d. Manage improvement and organizational change

e. Manage financial and physical resources

f. Understand markets and customers

g. Manage supplier relationships

h. Provide customer service

i. Produce and deliver manufactured goods

j. Manage environmental and corporate social

responsibility programs

k. Produce and deliver services

l. Design goods and services

m. Manage human resources

4. Maintaining accuracy of books on the shelves in a college library is an important

task. Consider the

following problems that are often observed:

• Books are not placed in the correct shelf position, which includes those books that

have been checked out and returned, as well as those taken off the

shelves for use within the library by patrons.

• New or returned books are not checked in, and consequently the online catalog does

not show

their availability. What procedures or poka-yokes might you suggest for mitigating

these problems? You might wish to talk to some librarians or administrators at your

college library to see how they address such problems.

5. You have most likely taken your car for service at an automobile dealership. Typical

activities in ser- vicing a customer’s automobile include making an appointment,

meeting with a service advisor to discuss the service or problem, waiting for the work to

be performed, paying the bill, and receiving the vehicle. Draw a flowchart for this

process with detailed activities for these steps. Identify potential failures that customers

may experience and discuss possible poke-yokes that the dealership might use to

prevent such failures and ensure customer satisfaction.