Five workers are in a telephone-order business cell for processing customer orders. The tele- phone tasks (fraction time) include taking product orders (75%); logging customer-order fol- lowing up, complaints, and feedback (10%); and providing on-line product inquiry assistance (15%). The nontelephone tasks include invoicing and billing orders (35%), order shipping preparation (25%), and inventory updating and maintenance (40%). The five workers split their time as follows between telephone and nontelephone tasks: two (100%/0%), one (50%/50%), and two (10%/90%). Assume a 2000-hour work-year and a rate of $15.00 per hour for salary and benefits. Calculate the annual business cost per item. Each year, there are 12,000 product orders, 2000 customer complaints/feedback, 1500 on-line product inquiries, 10,000 orders, and 10,000 inventory updates.
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- Human Resource Department (HRD) in a university was planning to monitor staffs courses and training information in the Human Resource Information System (HRIS). A report is required to be generated from the HRIS to display information on the numbers of days of training programs attended by all staffs. Corresponding changes will need to be done to HRIS to cater this new request. Mr. Adam from HRD is requested by the Application Unit in Computer Centre (CC) to fill in a Change Request Form (CRF). The Application Unit is responsible in the development and maintenance of university's main application systems. a. Give reason on the use of Change Request Form (CRF). b. Identify THREE (3) information recorded in CRF. c. Briefly explain the steps to be taken in managing changes to the application system.Janice Nelson, dental assistant for Dr. Grady, is worried about the conversation she had with Dr. Grady this afternoon. He spoke with her privately and expressed concern about her time management practices. He pointed out that Janice had arrived late for work three times in the last two weeks, had left early one day due to child-care problems, and had several times failed to complete assigned work tasks in the designated time. Dr. Grady explained that in a small practice with only a few employees, Janice was having a significant impact on work flow in the office. He warned her that she must improve if she was to continue working there. Discuss the possible impact of Janice’s actions on patients, coworkers, and Dr. Grady. Suggest ways that Janice can improve her personal organization and time management.What is flow processing, and what are its advantages and disadvantages?
- ABC Solutions is a traditional company in textile industrywith a combined workforce of 150 staff. Due to increased levels of competition, this company is now increasingly finding it difficult to compete – especially as the larger companies seem to be a little more innovative, agile and responsive to client requirements. Management have noticed that staff, especially the highly skilled ones, are now leaving the company to seek work elsewhere (in these larger companies). This has meant appointing new staff and undertaking a considerable amount of re-training to replace those that have left the company. Apart from impacting on core business operations, ABC Solutions has started witnessing a drop in its profit margin. Given this position, senior management at ABC Solutions have decided to implement a performance measurement tool (PMT) that would allow them to align the strategic, management and operational requirements of the business. They are therefore considering the adoption of the…The local driver’s license center processes applications for driver’s license renewals through the following three steps. First, the customer registers with the receptionist, who updates the customer’s information in the database. This first step takes 2 minutes per customer. Then, the customer visits one of two cashiers to pay the associated fees for the license renewal. This takes 8 minutes per customer because several forms must be printed from the computer and signed by the customer. Finally, the customer visits one of three license processing stations where the customer’s picture is taken, and the license is printed. This final step takes 15 minutes per customer. a. Draw a process flow diagram of this process. b. Assuming unlimited demand, what is the flow rate of the process in customers per hour c.Assuming unlimited demand, what would the new flow rate be if the center added one server to the bottleneck resource?Cubway, the sandwich shop, is run by Jim, Tim and Kim. When a customer arrives, Jim spends 5 minutes taking order from the customer. After this, Tim prepares bread and Kim prepares filling for the order. These activities are performed in parallel, and take 6 and 12 minutes respectively. Jim then assembles the bread and filling, which takes 4 minutes of his time. Finally, Tim spends 1 minutes in delivering the order and taking payment. What is maximum number of sandwiches Cubway can make per hour? (In other words, what is the capacity of the process in sandwiches per hour?)