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Deliverables:
The first project deliverable includes the two critical items:
Process Hierarchy
Using the list of processes that was compiled by your junior coworker, organize the processes at
Marketing Advantage into a meaningful hierarchy. Please structure the hierarchy according to a
Value Chain (Functional) view. Since the list contains varying levels of granularity, you are
allowed to create additional process grouping units, rename existing, or delete existing. Process
hierarchy should be grouped according to a clear numbering reference.
Project Prioritization Matrix (aka QFD)
Based on interviews with owners, management, and staff, we have identified 4 processes at
Marketing Advantage that are particularly important and are also struggling right now. The
following table summarizes notes and observations about these 4 processes. Your job is to create
a prioritization matrix (QFD) to help the team know where to focus attention on process
improvement. Please label assumptions and provide additional comments on the evaluation
scores. Write 2-3 paragraphs about your recommendations and justifications for your
recommendations.
The following processes should be prioritized using the template for Process Prioritization Matrix
(published online at Canvas). The criteria for prioritization are:
Internal Impact (employees)
External Impact (Customers)
Improvement Feasibility
Current State Performance
Financial Value from Improvement
Rick (the owner) expressed the relative importance of these criteria as follows:
Internal Impact (20%)
External Impact (40%)
Improvement Feasibility (10%)
Interview Notes
Inventory
Management:
The fulfillment of
orders for Large
Format Printing
generally requires
two main inventory
items:
1. Media. This is
the fabric
material upon
which the
clients logo
and design are
printed
2. Hardware.
These are the
structural parts
required for the
tent or
marketing
stand.
Interview Notes
Rush Order
Management:
The expedited
processing of an
order is intended to
be used on a rare
exception basis.
Rush orders bypass
the typical work
queue and are
placed at front of
the priority list.
Rush orders also
involve shipment
with overnight
services.
Interview Notes
Workflow
Management:
The process
involved with
managing the flow
of individual orders
from inception to
completion. Also
involves the
interaction of
multiple orders as
they compete with
other orders for
priority, time, and
resources.
Interview Notes
Quality Assurance:
In the current
process, each order
is inspected for
quality issues by
the finishing team.
After sewing the
material onto the
hardware, the
finishing team
inspects for
printing problems
and other
formatting
problems. If they
identify problems,
they notify sales
representatives
who work to
correct or recreate
the order.
Evaluation:
This first project/case study deliverable will scored on a scale of 50 possible points (25 for hierarchy and
25 for prioritization matrix).
The process hierarchy will be graded on the following points:
Logical structure and organization of processes. There is no absolute best way to organize
these processes, but your approach should be rational and logical and show that you understand
the relationship among these processes and their placement in a hierarchy.
Formatting. Is the hierarchy clear and understandable? Does the hierarchy follow a consistent
numbering structure?
Hierarchy Consistency. Is there consistency in the granularity among the processes at each
hierarchy unit? For example, are the units at Level 2 consistent in the level of granularity?
The Process Prioritization Matrix will be graded on the following points:
Scoring is Reasonable. Scoring is not an exact science, but you should demonstrate that the
scores reflect the areas of emphasis from the interview notes. Scoring involves both the correct
weighting on the relative priority of criteria and the scoring of each individual process against the
criteria.
Labeled Assumptions. Ensure that you offer some context about the assumptions you made on
the scoring. Use the Comments column for these notes and assumptions.
Recommendation. Write 2-3 paragraphs that describe the recommendations for action (with
justification for the recommendation)