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Product Code:Management-PH-286


Textbook name: “Business process analysis and design” (Second Custom Edition for Ryerson University)



  1. Compare and contrast efficient versus responsive supply chains.


  1.  Create a flowchart that displays the proper sequential use of the major graphical tools in Chapter 4, "Process Analysis". Include a note next to each tool that explains how the output of one tool is used as the input for the following tool.


  1. Because a telephone customer service center has experienced several problems, it has begun to

analyze the data from customer complaints. The first step was to construct the following table.

Use this data to build a Pareto chart to help identify the "vital few" problems. Explain how you

would proceed using the data/chart in solving the issues.


Process Failure

Total Failures

Person not available


Incorrect information given


Phone line busy


Long delay


Phone tree confusing


People unfriendly




  1. Provide examples of three different processes that rely on the customer for approximately 100%, 50%, and 0% of the process. What unique challenges exist for operations and supply chain managers and process designers in each one of these scenarios (name three per process category)?




  1. An entrepreneur considers three possibilities for the production of her new product. One alternative, a job process, would have fixed costs of $22,000 and a per-unit cost of $11.63. The large batch option would have a fixed cost of $54,000 and a per-unit cost of $8.82. The line process would have a fixed cost of $85,000 and a per-unit cost of $7.33. Graph the total cost lines and determine over what range of output each production alternative is superior





  1. Imagine that you are the Director of supply chain management for a new company that operates across Canada and is a distributor of industrial, safety and fastener products. You would like to engage in competitive benchmarking to make sure your business is run as smoothly as possible.


a. Which companies and processes would you consider for benchmarking? (name 4) Defend your choices of these firms and processes.



b. What specific metrics would you focus on and why?


c. How could the data be reliably collected at your own business?




  1. Visit a local car dealership. Your observation and research will guide you to answer the following questions.


a. In a few sentences, describe the business offering and model. The address, name and a picture of the business front are needed.



b. Find at least one example of a service that falls under each of the following categories. Explain/name the process, and explain why it fits in the category.

i.Front Office

ii.Hybrid Office

iii.Back Office


                 c.  Choose one of the process examples that you listed above. Create a Fishbone Diagram

and show why the process is not as efficient or as correct as it needs to be.



               d.  Develop a process chart for the process that you described/analyzed in part




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1. Efficient vs Responsive Supply Chain An efficient supply chain can better coordinate the supply chain entities and provide the customer the product or service at required amount of time whereas an responsive supply chain can handle uncertainty in demand and supply period or the transportation time. Both the efficiency and the responsiveness is important when considering a supply chain performance. An efficient supply chain works independently for every entity of the supply chain but the responsive supply chain works in a collaborative manner to exchange the information and the customer feedback to satisfy uncertain demand and lead time of supply. 2. 3. Pareto Chart a. Arrange the data in descending order b. Calculate the individual percentage of error c. Calculate the cumulative percentage of error d. Draw a bar graph consisting of the number of errors for each individual components e. Draw the cumulative frequency line graph in the same graph to show the cumulative percentage error

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