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Develop a 7-page
process improvement plan for a provided scenario or a business and process of
your choice, using data to support your recommendations.
Scenario
Wild Dog Coffee
Company, a locally owned company with a single coffee shop location,
serves a wide selection of espresso products, small breakfast and lunch menu
items, and a limited evening menu. The company is planning to expand the
business by adding an additional location. While different menu items may be
tested at the new location, the espresso beverage preparation process will
remain exactly the same. The company wants to ensure that the espresso beverage
preparation process is documented and refined before the move. Your
Role
You are one of three
owners of Wild Dog Coffee Company. Your background is primarily in operations.
Your business partners’ backgrounds are in marketing and sales. While they are
working on the external aspects of the business that will bring customers in,
you are focused on making the internal customer-facing processes as efficient
as possible. You are preparing an analysis and recommendations that
will help manage a core process improvement for the successful opening of a
second location. Include the following
in your process improvement plan:
Assess the steps for a selected process.
Develop a flowchart showing the process’ steps.
You may include as many steps as are relevant for your
selected scenario.
If using Wild Dog Coffee Company, show the
steps for preparing an espresso beverage (for example, latté,
cappuccino); there are two steps that must be included: (1) order is
submitted and (2) beverage is handed to the customer. Hint: You may want to visit a local coffee
shop to observe the beverage preparation process.
Prepare a procedure documenting the selected
process. At a minimum, the procedure must document the following
for your selected process:
Metrics. Identify
at least two metrics that will be useful in determining how well the new
process is performing. Be sure to identify the target value of the metric
and how you will measure it. For Wild Dog Coffee Company, it could be how well the
beverage preparation process is performing. A third metric is already
identified for you: order delivery time. (This is the time between when
the order is submitted and the time the beverage is handed to the
customer.)
Procedure. This
section describes each step of the process.
For Wild Dog Coffee Company, your procedure should be
titled, “Espresso Beverage Preparation Process.” Be sure to include
order submittal and handing the beverage to the customer as part of the
procedure.
Purpose (of the procedure). This
section describes what the procedure is intended to do.
Analyze data for process changes for a selected
process. Respond to the following questions:
Is the process centered? Provide the results of your
calculations and the rationale for your decision by thinking about the
process capability.
Is the process capable at 3-sigma? Provide the results
of your calculations and the rationale for your decision by thinking
about the process capability index.
Is the process in statistical control? Provide the
appropriate numbers and the rationale for your decision using a control
chart for individuals.
For Wild Dog Coffee Company, analyze the Beverage Service Times [XLSX] data. This data is for 50 beverage
preparation events and was collected using their order processing system.
Each individual order gets a time-stamp when it is placed and again when
the beverage is handed to the customer. The senior barista thinks the
beverage delivery times should range between 2 and 3 minutes. The known
process standard deviation, which has been calculated on an on-going
basis, is 0.5903 minutes.
Analyze the cause and effect of process variances.
Brainstorm possible sources of variation to create a
cause-and-effect diagram to help analyze potential sources of variation
in the espresso beverage preparation process at Wild Dog Coffee
Company or for your selected business’ process. Your diagram must
include at least four of the “6 Ms” (that is, management, manpower,
method, measurement, machine, materials).
Recommend quality and customer service improvements for
a selected process.
Detail the results of your analysis for Wild Dog
Coffee Company or your selected business’ process to substantiate
your recommendations.
Requirements:
The process
improvement plan is to be a minimum of 7 pages, not including the
title, reference, and appendix pages.
Use a process
improvement plan template of your choice.
Related company
standards:
The process
improvement plan is a professional document and should therefore follow
the corresponding MBA Academic and Professional Document Guidelines
(available in the MBA Program Resources), including single-spaced
paragraphs.
In addition
to the title and reference pages, include the following in the appendix:
Flowchart.
Procedure.
Detailed
results of order delivery time analysis.
Cause-and-effect
diagram. Use American
Society for Quality (ASQ) data analysis tools and 2–3 additional scholarly
or academic sources where applicable.
Use APA
formatting for citations and references.
Evaluation
By successfully
completing this assessment, you will demonstrate your proficiency in the following
course competencies through corresponding scoring guide criteria:
Competency 1: Analyze how operations management
theories and models effect the development and delivery of products or
services to the marketplace.
Assess the steps for a selected process. Competency 2: Use logistics and supply chain management
tools to manage the distribution of products and services.
Prepare a procedure documenting a selected
process. Competency 3: Use data to evaluate the effect of
operations management decisions on organizational goals.
Analyze data for process changes for a selected
process.
Analyze the cause and effect of process variances.
Competency 4: Evaluate the effectiveness of operations
management strategies to achieve quality and customer service goals.
Recommend quality and customer service improvements
for a selected process.
Competency 5: Communicate business needs,
opportunities, and strategies with multiple stakeholders.
Write coherently to support a central idea with
correct grammar, usage, and mechanics as expected of a business
professional. Faculty will provide
feedback as if they were the recipient of your deliverable in the
workplace, using the scoring guide. Refer to the scoring guide to ensure
that you meet the grading criteria for this assessment before submission.
CRITERIA
DISTINGUISHED
Assess
the steps for a selected process.
Assesses
the steps for a selected process and identifies key steps relevant for the
scenario within the process flowchart.
Prepare
a procedure documenting a selected process.
Prepares
a procedure documenting a selected process and summarizes its purpose, the
steps, and metrics measuring performance.
Analyze
data for process changes for a selected process.
Evaluates
data for process changes for a selected process, including sources to support
rationale.
Analyze
the cause and effect of process variances.
Evaluates
the cause and effect of process variances, including management, manpower,
method, measurement, machine, and materials.
Recommend
quality and customer service improvements for a selected process.
Recommends
quality and customer service improvements for a selected process and
summarizes key points to support recommendations that meet the business’
goals.
Write
coherently to support a central idea with correct grammar, usage, and
mechanics as expected of a business professional.
Writing is
coherent and consistently appropriate, using evidence to support a central
idea and with correct grammar, usage, and mechanics as expected of a business
professional.
