Saad Hasan Niazi 22667 Assignment #3 DISCUSSION QUESTIONS: Q5.

Make a service process chart for the banking sector? Q6. What kind of information does the following give? 1. Operations process chart. 2. Customer contact matrix. 3. Product process matrix. Q10. What does a company decide what to produce in-house and what to outsource? PROBLEMS: Q9. a. Which station has the more efficient flows from the standpoint of the customer? b. Which station is likely to lose more potential customers who cannot gain access to the pumps because another car is headed in the other direction? c. At which station can a customer pay without getting out of the cars? Q10. a. Complete the summary (top-right) portion of the chart. b. What is the total labor cost associated with the process? c. How can this operation are made more efficient. Make a process chart of the improved process. What is the annual labor saving if this new process is implemented? Q12. The manager of Pareto Pizzas collect data concerning customer complaints about delivery pizza is arriving late or the wrong pizza is being delivered? a. Use a Pareto chart to identify the few vital; delivery problems. b. Use a cause and effect diagram to identify potential causes of a late pizza delivery.

Question # 5:

PROCESS: Open a bank account SUBJECT: Banker BEGINNING: Customer arrival ENDING: Customer leaves the counter STEP NO. 1 TIME DISTANCE (MINUTE) (ft.) 2 2.5 x

Activity

STEP DESCRIPTION

Customer walks to bank counter x Banker checks documents Categorize the Account type x Checking deposit amount Enter new account application x Complete paper work for loan Customer leaves the counter

2 3

10 8

4 5

10 12

15

2.5

Question # 6:

a) Operations Process Chart b) Customer Contact Matrix c) Product Process Matrix Operation Process Chart: It provides information to user in order to observing a physical process, to record actions as they happen and thus get an accurate description of the process. It also provides information to user for analyzing the steps in a process, to help identify and eliminate waste and the process is mostly sequential, containing few decisions. Customer Contact Matrix: The Customer contact matrix integrates three elements: the degree or level of contact with the customer, the service package and the process. It enables us to decide the level of customization which should be provided to the customer depending on the type of contact. Reliable, retained and loyal customers demand highly customized service. Moreover it tells about the process, which is to be needed to provide a particular service to a particular customer with respect to the degree of contact maintained. Product-Process Matrix: It provide information to firms which helps organizations identify the type of production approach they should use for a product, based on the volumes of the product being produced, and the amount of customization it needs. Question # 10: a) b) c) d) e) The company decides whether it has desired resources to manufacture the product. Whether it has processes to manufacture a particular product Whether it has core competencies to efficiently manufacture a product Whether it has a competitive advantage or not The cost of producing a product would be low in outsourcing or through in-house.

Question No # 9: Gasoline Stations: a) The gas station in part (b) has a more efficient flow from the perspective of the customer because traffic moves in only one direction through the system. b) The gas station in part (a) creates the possibility for a random direction of flow, thereby causing occasional conflicts at the gas pumps. c) At the gas station in part (b) a customer could pay from the car. However, this practice could be a source of congestion at peak periods. Question # 10: Just Like Home Restaurant a) ACTIVITY Operation Transport Inspect Delay Store NUMBER OF STEPS 6 6 1 1 0 TIME (MINUTE) 1.70 0.80 0.25 0.50 0 DISTANCE (ft.) 31 -

b) Each cycle of making a single-scoop ice cream cone takes 1.70 + 0.80 + 0.25 + 0.50 = 3.25 minutes. The total labor cost is ($10/hr)[(3.25 min/cone)/60 min](10 cones/hr)(10 hr/day)(363 day/yr) = $19,662.50. c) To make this operation more efficient, we can eliminate delay and reduce traveling by having pre-cleaned scoops available. The improved process chart follows.

Question # 12: Although the frequency of partly eaten pizza is low, it is a serious quality problem because it is deliberate rather than accidental. It is likely to cause extreme loss of goodwill. A common root cause of many of these problems could be miscommunication between the customer and the order taker, between the order taker and production and between production and distribution.

Cause-and-effect diagram
Machines Car trouble Materials Late production Lost invoice Service area too large Scheduling too many deliveries on one trip Methods Late Delivery

Not familiar w ith service area Misunderstood address Person