Group1_ProcessAnalysis
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Northeastern University *
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Information Systems
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Apr 3, 2024
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Uploaded by MegaValorMole34
The Motor Vehicle Driver Licensing Process
The customer arrives at the Motor Vehicle Department’s Service Center, takes a number, and sits down. After five to ten minutes the check-in
clerk will call the number of the customer. They will describe the issue to the clerk, and the clerk will give the customer the appropriate form. The customer then returns to fill out the form and drops it in the submission box. The customer then waits to be called. A processor will pick up the filled form and call the customer by name. The processor then checks to verify that the customer possesses the correct IDs and appropriate verification documents. If these are incomplete, the customer must leave and return another day. The processor will process the form and print the license if the ID is OK and all the documents are acceptable. The license is placed in a ready-for-pickup box. The processor also issues a payment slip to the customer.
The customer will join a line with the payment slip. When the customer gets to the cashier, the cashier will review the slip and process the credit card payment for the amount on the slip. The cashier will also issue a payment receipt. Then, the customer will return to the waiting room. A dispatch officer will pick up the printed licenses in batches and call the respective names of the customers. The dispatcher reviews the payment slip and gives the license to the customer. The customer then leaves the office.
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See questions on the following pages.
FIGURE 1: INCOMPLETE PROCESS DIAGRAM
Q1.
After reading the narrative, develop the right descriptors for A, B, C, D, E, and F. These should be two to four phrases.
A: Customer fills out the form based on the issue they have described. This may include personal details, detailed description, and relevant dates.
B: Clerks are trained to assess a diverse range of issues. Once hearing the specific issue that the customer describes, the clerk will give the appropriate form. C: The processor picks up the filled form which is now in the process of being resolved. The processor then calls the name on the form
to take further steps resolving the issue on the submitted form. 2
D: If the ID is okay, the processor will then process the form as all the documents are valid. This initiates that the issue at hand can begin to be resolved.
E: Once the cashier is done accepting the payment slip and processing the payment of the slip, they will then issue a receipt to the customer. This verifies a POS and confirms the transaction's completion. F: After the dispatcher reviews the payment slip they will give the license to the customer. The review ensures that the customer can depart with all the valid information and the completion of all the transactions in general. Q2.
Now, create the diagram in Figure 1 using Lucidchart.com. Several of the correct symbols are missing in Figure 1. Make sure that your as-is process diagram (Figure 2) uses the correct symbols for decisions and delays. You should export the gif image of your process. diagram out of Lucidchart, and insert it in the space for Q2.
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FIGURE 2: COMPLETE AS-IS PROCESS DIAGRAM
Q3:
Analysis: critically review your diagram 2 and describe four weaknesses of the as-is process from a customer's perspective. Please note
Your arguments have to be specific. E.g. In the Processor’s swim lane, the as-is process has activity XXX before YYY. This is a weakness because it causes IP and MMM, which makes the process ineffective. Please DO NOT include any solutions here. ONLY WEAKNESSES. Also, 4
make sure to have a broad range of different weaknesses. Do not identify delays many times.
1. ISSUE: The processor does not request any form of identification until the customer has been waiting for a specific length of time. : If the customer is not aware of the requirement of identification or simply forgot it, they have to leave and come back at a different time. This not only potentially wastes the clerks’ and processors’ time, but also the customers’ in the event of any complications with identification. 2. ISSUE: There are various moving parts to the operation. The customer must interact/be called up by a clerk, processor, cashier, and dispatch officer. The customer will also be given multiple forms to keep track of.: The process is overall more complex than it most likely needs to be. It is not difficult for a customer to be confused about the next step of the process, where they need to go, and the forms they need to complete and also keep track of.
3. ISSUE: The customer needs to sit and wait for their name/number to be called multiple times.: Many customers may tend to grow impatient from waiting. Additionally, as the wait times may vary in length (5 to 10 minutes), customers may be annoyed if and when their wait time is inconsistent with that of other customers. For example, if someone who arrives after someone else gets called up before them, there is a chance the customer may be upset or even complain. 4. ISSUE: There is a failure to include any mention of the inclusion of a cash payment option. :: Only accepting credit cards as a viable payment
option not only can cause inconvenience to customers who may not be able to pay with a credit card or simply prefer to pay with cash, but also negatively impacts the success of the business, as the customers who do not pay with credit card will take their business elsewhere.
Q4: To Be Filled Out By _Ruby Developing Improvements: For every weakness you identify above, describe a process change that will overcome the weakness. Feel free to use a table format for your responses. E.g., We will move YYY before XXX. This improvement will eliminate PPP and MMM and reduce the complexity and errors of executing this activity. (Process Simplification).
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BUSINESS PROCESS IMPROVEMENTS
ISSUE 1:
#1: We will move the process of the clerk checking if the customer has the right documents and ids up before listening to
the customer's problem so that we cut down on the customer’s waiting time and increase efficiency for both the customer and workers.
ISSUE 2:
#2:Have the cashier give the customer all the forms they need to fill out altogether at once so that they can fill them out efficiently and ask the cashier any questions they might have.
ISSUE 3:
#3: We can cut down the waiting time between customers' interactions with clerk, processor, cashier, and dispatch officer by clerks being able to not only identify what forms the customer needs but also checking if they have the right ids
beforehand as well as processing the form, printing the id, and paying for the id. Only after this will they have to wait to get the cards distributed to them. This process cuts down on individual waiting time for customers between steps and reduces the room for errors made by customers. ISSUE 4
#4: We can remedy this by posting credit card only posters around the interior of the Motor Vehicle Department’s Service Center so customers are made aware that they need to pay with credit card at the very beginning of the process and don't waste time. An alternative solution is for the Motor Vehicle Department’s Service Center to accept payments in
cash as well so that they can cater to a wider customer base. Q5. Now, switch to Lucidchart and draw a to-be process to implement your proposed changes in Q4.
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FIGURE 2: COMPLETE TO-BE PROCESS DIAGRAM
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