What procedures or poka-yokes might you suggest

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Reference no: EM133728066

Question 1. Consider the following list of generic business processes. Identify each as a value creation process or a support process. Then develop a flowchart showing 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

Question 2. Maintaining accuracy of books on the shelves in a college library is an important task. Consider thefollowing 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.

Question 3. You have most likely taken your car for service at an automobile dealership. Typical activities in servicing a customer's automobile include making anappointment, 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.

Reference no: EM133728066

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