11 Jun How to apply SPCM to a process, continue the flowchart from Week 1 and identify variances within a process. You can find variances from the data identified in Week 1.? Attached are the fl

OPS/574 v1

Statistical Process Control Methods

OPS/574 v1

Page 2 of 2

Statistical Process Control Methods

Process Evaluation

Evaluate your process using 1 of the following:

· Use the lean concept to find ways to eliminate waste and improve the process

· SPC or Six Sigma to reduce defects or variances in the process

<Write your evaluation here>

Evaluation of Control Chart and Process Metrics

Complete the following in Excel:

· Calculate the defined process metrics including variation and process capability.

· Develop and display a control chart for the process.

Evaluate the control chart and process metrics using Statistical Process Control (SPC) methods. Determine whether the process could benefit from the use of Six Sigma, Lean, or other tools. (Include all calculation and charts.)

<Write your evaluation here>

Executive Summary

Write a 700-word executive summary that includes the following:

· A summary of the Process Evaluation (using either Lean or SPC or Six Sigma)

· A summary of the Evaluation of Control Chart and Process metrics based on SPC methods

· A summary of your evaluation of whether the process would benefit from the use of Six Sigma, Lean, or other tools

· A description of the SPC project and recommendations for improvements

<Write your executive summary here>

Copyright 2020 by University of Phoenix. All rights reserved.

Copyright 2020 by University of Phoenix. All rights reserved.

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OPS/574 v1

Process Improvement Flowchart

OPS/574 v1

Page 5 of 5

Process Improvement Flowchart

As-Is Process Flowchart Evaluation

The Wagington – Luxury Pet Hotels & Resorts drop-off process

Customer arrives with a pet

Customer waits for gate to be opened

Customer hands over the pet and some supplies

Customer makes payments

Customer leaves

Evaluate the efficacy of your process using process improvement techniques. Write your evaluation below this line.

The process is easy to understand. It consists of simple steps that can be easily comprehended and executed. To increase operational efficiency, some changes are, however, required. It is possible to enhance customer service while capturing crucial information to make it simple for clients to contact you in an emergency.

Process Improvement Flowchart

Determine how the process can be improved based on the results of your evaluation.

Attendants must adjust how they treat clients to improve the process. Reducing a customer's time at the gate and the facility means preparing for their arrival and being ready to welcome them. Customer information must once more be gathered before checkout. The data must be updated to prevent any difficulties if it has already been collected. This includes information about the client and the pet.

Define metrics and measure the current process. Insert the metrics and measures below this line.

Simply put, metrics are measurements with respect to a process. Both qualitative and quantitative approaches are possible. Three metrics, including cycle time, timeliness, and efficiency, should be tracked during the Wagington Pet boarding procedure. Timeliness refers to whether a process is finished in the anticipated or allotted time. The time required to complete the full process is measured as cycle time. Efficiency is calculated by dividing the production time by the total process duration.

PROCESS IMPROVEMENT TECHNIQUES TO IMPROVE THE PROCESS.

Gate is open before customer arrives

Customer arrives to find gate open

Customer hands over the pet and some supplies

Customer makes payments

Customer leaves

Customer accompanies attendant to see the pet’s room

Customer and pets details are captured and put into the system

Summary

There are certain weaknesses in the drop-off process of the Wagington pet hotel that can be addressed. Customers are left unsatisfied due to the subpar quality of services provided. The possibility of this happening is likely to result in a loss of customers and a competitive advantage for rivals. The process improvement technique employed was using a flowchart to identify the root causes of the issues. According to Lynch (2021), a process can be simplified by using a flow chart to break it down into smaller portions and identify weaknesses. It was effortless to pinpoint the issues with the pet boarding procedure using this method. The identified problems include the inability to collect crucial customer information and extended customer waiting periods. Employees need to modify their behavior to resolve such issues. They need to be attentive and aware of the arrival time of customers to provide good service. Suppose employees are aware of the scheduled arrival time of each customer, which may be obtained through reservation calls. In that case, they can remain attentive and prepare to welcome the customer by opening the gate, even up to ten minutes before the scheduled arrival time. The pet boarding service has been found to be weak in not obtaining complete customer information before check-out. Most clients exit the premises without the system recording their complete information. The staff member must accurately record all the necessary details and enter them into the system.

Ensuring customer contact is crucial in certain situations. Maintaining a hard copy as a contingency plan is advisable in case of a system malfunction. Customers simply require excellent service quality. According to Coelho and Henseler (2012), satisfying customers leads to loyalty. It provides them with satisfaction for the amount they paid and their time. The company's concern for its customers is demonstrated by providing the shortest possible stay or no waiting time. Ensuring an impressive reception and collecting contact details instills confidence in clients that their pets are secure and they will be notified in case of any unforeseen circumstances. These resolutions can also be advantageous for the organization. Their efficiency and productivity will be enhanced without incurring any significant extra expenses. The expense incurred will be for the training of employees. Customers who are content with the company's products or services are valuable assets as they tend to develop brand loyalty. The organization can gain a competitive advantage over its rivals by adopting this approach.

References

Coelho, P. S., & Henseler, J. (2012). Creating Customer Loyalty through Service Customization. European Journal of Marketing, 331-356.

Lynch, A. (2021). Quality Control Flowchart. Retrieved 5 21, 2022, from https://www.edrawsoft.com/quality-control-flowchart.html

Copyright 2020 by University of Phoenix. All rights reserved.

Copyright 2020 by University of Phoenix. All rights reserved.

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