Bags are stored in a locked cupboard until the waste

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Bags are stored in a locked cupboard until the waste disposal team arrive to securely remove the waste. When creating your process map you might consider: Passing files on Deciding which files should be shredded Documenting which files have been shredded and disposed of How waste is disposed. Scenario B A large supermarket takes customer concerns very seriously and has implemented a customer complaints procedure so that they are dealt with properly. At the moment, customer complaints must be recorded in writing by a member of staff and then passed on to their line manager. Depending on the severity of the complaint, the line manager will either act upon the complaint or pass it on to a senior manager. Once a complaint has been dealt with it is then physically stored as well as documented in an electronic database. When creating your process map you might consider: Who complaints should be passed on to. Whether complaints should be acted upon. How severe the complaint is. How complaints are reported, documented and stored. Start/end flow Process/Activity Document Decision – yes or no Storage Database © Vision2learn (part of Knowledgepool). All rights reserved 11
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Level 2 Certificate in Lean Organisation Management Techniques Unit 1: Lean organisation techniques in business Flow line Now summarise your conclusions about the process. Include your consideration on value- added and non-value-added steps in the process and any waste which occurs. In the above case, the only steps that actually ad value to the process are the ones that contribute directly to resolving the customer complaint. Having to write down every single complaint it is a waste of time, affecting directly the budget of the supermarket. Passing the complaint to the relevant person, the line manager, it is a step that contributes directly to solving the complaint so it is an added value. When passing the severe complaints to the senior manager, a non-value is added, because customer it is not interested who deals with the issue or how the complaint gets resolved, based on its severity. He wants results. When storing the documents, the activity adds no value and it is part of the business`s policy. But documenting the resolved complaints wastes resources and times and can be considered a waste. Now that you have completed all 3 sections of this assessment, go to . Log in to the platform and send your assessment to your tutor via your My Study page for marking. Good luck! © Vision2learn (part of Knowledgepool). All rights reserved 12
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