Question: Receiving-and-delivery process*: The company in exercise 1 has a large manufacturing site that is spread over a large area. You are assigned to study the receiving and-delivery subprocess in order to make recommendations to the senior manager for streamlining the process. The subprocess begins with receiving goods on the warehouse loading dock, and it ends with the goods being delivered to the correct location. Before you were assigned to this project, the senior manager had a student intern do a simple process analysis. The manager instructed the student to observe the process and describe the various steps. Also, the student was told to find average processing times for each step in the process. The information collected by the student is summarized in Table.
a. Classify the activities in this process.
b. Who is the customer?
c. Translate what you think the customer wants into measures of process performance.
d. How is the process performing under the measures defined in part (c)?
e. Comment on the instructions given to the intern by the senior manager in reference to the process analysis.