Time-Function Mapping

Time-Function Mapping - Customer Sales Time-Function...

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1 Time-Function Mapping Customer Sales Production control Plant A Warehouse Plant B Transport Move Receive product Extrude Wait Move Wait Print Wait Order product Process order Wait 12 days 13 days 1 day 4 days 1 day 10 days 1 day 0 day 1 day 52 days Figure 7.7
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2 Time-Function Mapping Customer Sales Production control Plant Warehouse Transport Move Receive product Extrude Wait Print Order product Process order Wait 1 day 2 days 1 day 1 day 1 day 6 days Figure 7.7
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3 Process Chart Figure 7.8
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4 Service Blueprint þ Focuses on the customer and provider interaction þ Defines three levels of interaction þ Each level has different management issues þ Identifies potential failure points
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5 Service Blueprint Personal Greeting Service Diagnosis Perform Service Friendly Close Customer arrives for service Warm greeting and obtain service request Direct customer to waiting room Notify customer the car is ready Customer departs Customer pays bill Perform required work Prepare invoice Yes Yes Level #3 Level #1 Level #2 Potential failure point Figure 7.9 No Notify customer and recommend an alternative provider Standard request Determine specifics No Can service be done and does customer approve?
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6 Process Analysis Tools þ Flowcharts provide a view of the big picture þ
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