Part A
Question 1:
Qualitative analysis Consider the scenario describing the University Admission process, provided at the end. One of the main issues in this process is that students have to wait a very long time for the outcome of their application. Analyse the root causes and the impact of this issue by completing the required tasks below.
a) Outline the qualitative and quantitative impacts of this issue. Support your conclusions with evidence from the case. You can make assumptions if specific information is missing and you need to explicitly state these assumptions.
b) Analyse the causes of this issue using a cause-effect (fishbone) diagram. Identify
at least five causes. For each identified cause, please state which category of factors this falls under and whether it is a primary or a secondary cause. (Note: You do not need to draw the fishbone diagram.
Question 2:
Process redesign Consider the University Admission process described in the scenario. Recommend three significant changes to the “As-Is” admission process to improve it and address the issue analysed in Question 2. Justify your recommendations. For each change, you should:
· Explain the process change you recommend. What specific activities and flows will be affected in the process? What and how will be done differently? (Note: There is no need to draw the “To-be” process; only explain the change in detail).
· Explain how the proposed change addresses the issue.
· Explain the impact of the proposed change. Which process performance measure will be improved as a result of the proposed change? Support your assessment with evidence from the scenario.
· Explain which BPR principle(s) or process redesign heuristics guide your recommendation.
· Identify and briefly explain a limitation or a risk associated with your recommendation
Part b
Question 2:
Process analysis Consider the prescription fulfilment process in the Southern Pharmacy scenario.
· Briefly describe three different types of waste that can exist in a process. For each type of waste that you have described, please provide one example from the prescription fulfilment process performed by the pharmacy employees and explain why it is a waste.
· Recommend two performance objectives for the prescription fulfilment process. For each of the objectives identify a corresponding measure and a target.
Question 3:
Process redesign Consider the prescription fulfilment process in the Southern Pharmacy scenario.
· Provide an example of how the heuristic rules of triage and knock-out can be applied to propose improvements to the prescription fulfilment process. (Note: one example for triage and one example for knock out required)
· Explain how the proposed improvements will impact one or both of the performance objectives identified in Question 2 above.