Reference no: EM132172024
We all experience many services as customers. As such, we experience the benefits of services delivered well and the inconveniences and frustrations associated with poorly delivered services. This project is designed to help you learn from your experiences and to encourage you to look a little deeper into the service delivery process with the goal of improving it. Once you have identified the process, you need to switch your role as the owner or the gatekeeper of the process and perform the A-3 analysis.
The project typically involves mapping the process (as is) and then developing solutions to improve it along specific dimensions. Students can use process mapping tools such as Microsoft Visio, a free mapping tool (such as https://www.smartdraw.com), or any other software from the Web to map the process. The definition and the process of applying A-3 Tool along with a template are provided under the document section of Blackboard. Examples of A-3 projects can be found on Google. Please make sure you read it carefully before starting your project. Your goal is to successfully integrate the components of the project outlined below into an A-3 template and submit it electronically.
the instructions are given below. • Can you improve it? Outline of the Project
1. Background of the improvement goal – what are we trying to fix? What is the service delivery process you are looking at?
2. Current conditions – what is happening today? Draw a service blueprint of a service delivery process (as is) of your choice depicting how the process currently is being performed. On the process map clearly identify the problems you experienced with the service encounter.
3. Goals – what specifically are we trying to accomplish with this change. Identify two to three process performance measures that you would use as a manager of this process and briefly explain why you chose them.
4. Analysis – What quality or lean tool would you use to identify the root causes of the problem? Perform the analysis.
5. Future State– Draw a revised/improved /redesigned service process and clearly show the improvements in the process.
6. Plan for improvement – How would you go about implementing the improved process in your organization? What challenges do you anticipate in implementing your recommendations?
7. Follow-up – confirm results and sustain the change.
References: Include any references you cited in the report on a separate page.