Assignment

PART-A
Consider any service (i.e. actions or processes of serving or a system providing a business/public need)
from any sources you know (business/ Government). Select one service in such a way that it has
minimum 4-5 activities (sub-processes) and having ample scope for radical change in some quality
parameter(s). This would help you in applying reengineering principles in the business process (Part-B).
1. Find out the overall performance/status of the service/ process or processes identified.
2. Draw the Value Stream Map for the activities/process using appropriate metrics.
3. Identify and define the major problem(s) in the existing process (related to service) affecting
stakeholder (e.g. Customer).
4. Find out/explore the root causes of problem(s) preferably by using Fishbone Diagram.
5. Find out the process or a set of processes that are linked to the root cause(s) identified.
6. Prepare the process flow chart (As-Is) using four field mapping technique. Identified all VA- CVA &
BVA, NVA, DEP, HOT, and CTP etc. and indicate the same in the flow chart. Measure the process
complexity using appropriate parameters such as VAR, HOP, HOT, and TAT etc. Do appropriate
analysis/conclusion. Measure the performance of the existing process using appropriate
performance metrics.
Note: Take real-life situation and specific context. For this you may need to talk/interview people. Do not
copy from Internet. Also the service/problem should not be any generic/trivial one.
Submit the following:
1. Word document describing
-- the service (in detail) that you have considered. Write in text form
-- Overall performance/status refer point 1 above
-- major problem(s) refer point 3 above
-- Process or a set processes link to root cause refer point 5 above
2. Word/ppt of the VSM for point 2 above
3. Word/ppt of the Fishbone diagram- refer point 4
4. Word/ppt of Process flow chart (AS-IS) refer point 6
Deadline 6th July 2014 10am

PART-B
This is To-Be Part. The assignment would be given later.