Case study process_maps
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Case study process_maps This is another company's example but I am using it for my project as the process will be almost same ,it is assumed the complains will be about technical faults related to website and The Engineers and managers will be relevant people.
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Case study process_maps
- 1. BE HEALTHY WEBSITE Customer reports fault via email 1 min NVA Time Non-Value Add (including waste time) 1 hour 58 mins to 3 hours 20 mins Value Add 2 hours 2 mins to 5 hours 3 mins Customer reports fault via phone 4 mins NVA Engineer fixes fault 2 hours VA Engineer escalates fault to manager 5 mins NVA Support rep opens fault file and assigns engineer 5 mins NVA Support rep updates customer on fault status 1 min VA Support rep updates customer on fault status 1 min VA Manager fixes fault 5 hours VA Support rep closes the customer’s fault file 1 min NVA Support rep informs customers that the fault is fixed 1 min VA 30 mins 2 mins 5 mins 1 hour 30 mins 20 mins 2 hours 5 mins 5 mins 2 mins
- 2. JUN’S SERVICE BOOKING PROCESS Time Non-Value Add (including waste time) 1 hour 21 minsValue Add 15 days, 4 hours, 15 mins + Customer calls for printer service 3 mins NVA Call center rep explains service options available 20 mins VA Booking team allocate an appointment 10 mins NVA Customer informed by email 1 min VA Logistics team schedules a visit 30 mins NVA Technician performs the service 1 hour VA Customer confirms the appointment X If not suitable, the booking team is notified by email 1 min NVA If suitable, the logistics team is notified by email 1 min NVA 5 mins 20 mins 5 mins 2 weeks 1 day 3 hours 3 hours NO YES
- 3. MARTA’S BASIC PRODUCTION PROCESS Time Non-Value Add (including waste time) 3 hours 14 min Value Add 2 hours 5 mins Assistant makes basic cake batter 15 mins VA Assistant checks daily recipe 10 mins NVA Owner checks batter 5 mins NVA Assistant bakes cake 1 hour VA Owner checks cake 5 mins NVA Assistant decorates cake 20 mins VA Owner checks decoration quality 5 mins NVA Assistant displays cake in bakery 20 mins VA Assistant checks daily recipe Assistant walks from kitchen to stockroom with batter 4 mins NVA Assistant collects ingredients from stockroom 5 mins NVA Assistant weighs ingredients 5 mins VA Assistant adds ingredients to batter 5 mins VA Assistant returns to the kitchen with batter 4 mins NVA 2 mins 30 mins 2 mins 30 mins 20 mins 30 mins 20 mins 1 min 1 min 1 min 1 min
- 4. PROCESS MAP TEMPLATE Time Non-Value Add (including waste time) 1 hour 58 mins to 3 hours 20 mins Value Add 2 hour 2 mins to5 hr 1 min Customer reports technical fault via email(30mi s for process1 min NVA Customer reports technical fault via phone (2 min for process)4 min NVA Support rep opens fault file and assigns engineer(5 mins NVA) 5 mins Support rep updates customer on fault status(1 min VA) Engin eer fixes faults 2hour s( VA) Engin eer to mana ger 5min NVA Informed customer fault status 1 min VA Man ager fixes fault s 5 hr VA Infor med cust ome rs 1min VA File closed 1min NVA Informed customers fault fixed1 min VA Inform customer fault status 1 min VA Use this template to create process maps for the main operational processes within your business. You can do the following: • Copy, resize and move each map component. • Adapt any of the example maps within this document to reflect your own business process. • Print the map, or share it digitally. Remember to calculate the Value Add and Non-Value Add time for your process. This will enable you to review its efficiency, and identify areas for improvement as you progress through the module.