ch09_metters - Analyzing Processes Chapter 9 NYPD Process...

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Analyzing Processes Chapter 9
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Chapter 9 – Analyzing Processes Successful Service Operations Manage 2 NYPD Process for Tire Replacement Officer fills out Tire Replacement Request (TRR) form Tire Integrity Unit reviews request Officer picks up tire at a vehicle maintenance facility City approved vendor replaces tire Used tire returned to police garage Precinct commander signs Tire Integrity Unit compares original and signed forms Estimated 1995 salaries for tire changing: $500,000
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Chapter 9 – Analyzing Processes Successful Service Operations Manage 3 Los Angeles Police (1996) At each change of shift, each officer spends 30 minutes signing in/out equipment Each month each officer spends 3 hours requesting days off for the next month Every arrest must be approved by the watch commander
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Chapter 9 – Analyzing Processes Successful Service Operations Manage 4 Los Angeles Police (1996) Arresting officers drive detainees to the precinct, wait for the watch commander to be available, then drive the detainees to booking. The arrest approval rate by the watch commander is over 99.8% Arrest/booking forms for juvenile drunk driving require manually writing the suspect’s name 70 times
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Chapter 9 – Analyzing Processes Successful Service Operations Manage 5 Productivity in the insurance industry, 1988-1991 average Firm General expenses /premiums Connecticut Mutual 20.5% Phoenix Mutual 15.7% Northwestern Mutual 6.9% (source: HBR, July-Aug 1997, p.90)
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Chapter 9 – Analyzing Processes Successful Service Operations Manage 6 Banking: 126 bank study (1996) Activity time Customer time Best bank 27 minutes 24 average 54 42 worst bank 70 59 worst 20 banks >=60 >=48 Opening a checking acct with a $500 cashier’s check and no prior banking relationship
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Chapter 9 – Analyzing Processes Successful Service Operations Manage 7 Medical Systems Nov 30, 1999 Wall Street Journal “Medical errors may kill 44,000 to 98,000 patients a year” Study: National Academy of Sciences Inst. of Medicine Medical errors partly result in 180,000 patient deaths a year (1991 Harvard study) Total cost of preventable mistakes: $29 B/yr.
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