Prepare a Business Process Mapping and Analysis Report

Task Rationale

Organisations create goods and services through business processes. In this assignment you will put into practice (and simultaneously learn-by-doing) what you have learned about business process mapping and business process analysis (Topics 1 to 6). This includes drawing and analysing Business Process (BP) maps.

Task Description

There are two options to do this assignment.

Option 1. Select an organisation where you can investigate one of its main business processes. This organisation can be large or small; for profit or not for profit. You could select an organisation you work for, an organisation you have previously worked for, or an organisation where a relative/friend works. Then, select one key business process where you can access information for your report.

Option 2. You can select a process in your personal life, for example, focusing on conveyancing and the processes involved in achieving this; or the process you need to follow to obtain a drivers' license. If you use this alternative, please send an email to the course convenor to check the adequacy of your selected process.The key point is to be able to access information about the main processes your selected organisation performs to produce goods or services.

Your report must provide the following:

1) Introduction. A short introduction indicating a brief about the selected organisation, including the goods or services produced, number of employees, location, market target. Identify the business process you will focus on, explain why you have selected this business process, why you have selected this organisation and, how did you get data/information about BP of your selected organisation.

2) One Cross-functional map

(a) Develop a cross-functional map describing the selected process; (b) one cross-functional map identifying 2 disconnects and proposing improvements of the same process; (c) complementary explanations about your cross-functional map. While cross-functional map visually describes a process, you need to complement map's description with additional information that will help reader to understand your map (example, assumptions made; omitted activities; alternative ways of doing same activity).

3) Process synthesis

Provide an analysis of your cross-functional map based on the concepts of art and science. Use a minimum of two references to sustain your arguments. (hint: see reading Hall, J. & Johnson, M.

4) One Flowchart (10 marks).

(i) Develop a flowchart illustrating selected process;

(ii) pinpoint the line of visibility and; two fail-safing points.

(iii) Explain how the identification of the line of visibility helps to improve your business process.

Note, your detailed flowchart can focus on a portion of your cross-functional map, if the resultant flowchart will be more than one page long.

5) Quality improvement tools (8 marks).

From the following list of quality improvement tools, select the one you think will help the most to improve your selected business processes.

(i) Explain, with an example, why and how you selected this quality tool; and

(ii) how you might collect data to apply selected tool. Note, this question is not asking to apply selected tool.

• Histograms Cause-and-effect diagrams• Pareto Chart• SPC/ control charts

6) Benchmarking (8 marks).This question is independent from the previous ones. You are the manager of the local Pizza Hut store in your neighbourhood. To improve the performance of your store, you decide to apply competitive benchmarking.

(i) Select two performance measures* to benchmark the performance of your store against a competitor. Describe each performance indicator, explain how your will measure them and, how you will collect data.

(ii) Explain how selected performance measures will help to improve performance of your store.

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