Operations and Supply Chain Management

Develop proposal Submit proposal to

Director for approval

Send proposal and

Terms & Conditions

to Client

Proceed with

required service, i.e.

cost estimate and

submit final to

Director

Line of visibility

Review final

output, i.e.

estimate

Record proposal

details and project

requirements in

database/project

folder

Consult with Director

for approval to

pursue

Contact client to

offer services –

obtain project

requirements

Appoint Project

Manager

Review fee

structure, timeline,

resource availability

and allocation

Client contacts T&T/

Busby with

requirements for

services

Send required

materials to T&T/

Busby, i.e drawings,

specifications, etc.

Submit final output,

i.e. cost estimate,

to client

Issue Client

Satisfaction

questionnaire

Return Client

Satisfaction

questionnaire

Review Client

Satisfaction

questionnaire

Issue corrective

actions in the case

of negative

feedback

File Client

Satisfaction

questionnaire for

future reviews

Decision to pursue

Inform client of

decision

Yes

No

Client provides

written verification to

proceed – signed

proposal, email

Yes

No

Determine why

proposal was

rejected and revise

Stage 1 – Identify Opportunities Stage 2 – Finalize Contract & Requirements Stage 3 – Perform Work Stage 4 – Client Care

Commission Management - Service Blueprint

Failure: Client needs

services and does not

contact or use T&T/Busby.

Poka-Yoke: Maintain contact

with client throughout the

year in the form of

Christmas cards,

newsletters, company

updates, etc.

Failure: Director does not

receive full details of

requirements

Poka-Yoke: Use checklist to

gather information regarding

scope of work, required

resources, proposed

duration

Failure: Proposal contains

inaccurate estimate of

services

Poka-Yoke: Identify fees by

line item and use checklist of

fee allocation

Failure: Lack of resources/

unavailable project manager

Poka-Yoke: Maintain

database with details of

resources and current

projects assigned

Failure: Decision to pursue

based on inaccurate data

Poka-Yoke: Utilize checklist

from prior step and seek

information from database

Failure: Client does not

understand decision

Poka-Yoke: Provide written

decision including reasons

not pursued with contact

information

Failure: Proposal not in

accordance with client

expectations

Poka-Yoke: Use proposal

template with line item

descriptions

Failure: Employees cannot

open files due to file type

and program availability

Poka-Yoke: Use checklist

prior to decision to pursue

with line item for required

programs

Failure: Drawings not

received from client

Poka-Yoke: Client to send

ship materials registered

mail

Failure: Final output does

not meet client expectations

Poka-Yoke: Provide

example of output during

Stage 1.

Failure: Client does not

return questionnaire

Poka-Yoke: Assign return-by

date and remind client in

predetermined intervals

Failure: Customer did not

provide areas of

improvement

Poka-Yoke: Specify section

on questionnaire that

requires constructive

feedback