Header: BUSINESS PROCESS CHANGE 1

BUSINESS PROCESS CHANGE PLAN

GB560 Designing, Improving and Implementing Processes

Session # (GB560-01)

Ralph Clarke

Kaplan University

Date 07/20/2014

Professor: J. Flores, Ph.D., PMP, SSBB, ITIL, GPHR, Security+

UNIT 1 ASSIGNMENT (With Diagram Response Should Run 2-3 Pages in Length)

Q#1 Provide the name of the organization (this must be a real organization and you may use the organization where you currently work; describe the organization’s size and summarize the primary mission of the organization. Don’t simply copy from the organization’s mission statement.

Wal-Mart Corporation is incorporated in the U.S.A. and is the largest retail business which

has been ranked number one among the fortune 500 companies and has been transformed into

the “Wal-Mart effect” that tend to be irresistible and no business competitor can come near to

Wal-Mart’s dominance in the economy domestically and globally.

Wal-Mart initiates four corporate strategies…such as, expansion the U.S. and internal

markets, dominance in the retail market, branch out into new sectors of retail and creation of

positive brand company recognition www.walmart.com

Q#2 From your research of the organization, identify a single Business Process Change that the organization will need to contemplate and undertake in the coming year. These changes can result from new technologies, economic issues, or changes in the marketplace.

Wal-Mart’s sustainability index is providing powerful tools that assist the improvement and

sustainability of the products customers love…moreover, integrating sustainability into the core

business practice may drive the productivity loop and increase customer’s trust. In addition there

are areas of concern such as extensive labor relations, community relations problems and

miscellaneous PR problems (public relations)…

First, shift scheduling, wage issues, and workplace rights abuses are cited by labor groups

(Fact Sheet, 2001)…next, environmental accusation, and finally monopolistic behavior. Overall

Wal-Mart uses strategy for growth, expansion and diversification by locating new areas for

expansion into service and retail industry. Wal-Mart is number one in the U.S.A. and globally

and there is no competition scarce to them. When the new project is undertaken the firm will

need to establish a new process to effectively attend warranties and additional claims.

Q#3 Utilizing the Capability Maturity Model (CMM) outline briefly what changes need to be undertaken at each of the 5-stages (pages xxxiii-xxxiv).

Level #1:

Initial. The task will have to be taken by customer service representative to evaluate claimed

and plan a strategy how to proceed and come up with a solution. Wal-M art will be unaware of

most of the issues that takes place including claims, warranty, complaints and how much it will

cost to resolve the issues.

A matrix of causes could arise…as such, manufacturing defects, technological problems and

in general dissatisfaction could come up at any time. The CSA will have to identify, examine,

qualitatively and quantitatively in sort to and forward whatever are applicable for technical

support from the electronics department.

Level #2: Repeatable.

This process will be used to gather data to be used for quality control, manufacturing

improvements, and cost linked with the process of attending claims and applying the warranties

of products…Overall, the repeatable process established by Wal-Mart will be used to receive

claims, estimate feasible time according to its classification and be ready to give the customer a

positive feedback. In addition it its maturity the company will begin to conceptualize and see the

business process and look for better ways to organize them, repeat success for measurable

results.

Level #3:

Defined. Documentation of claims and warranties should be clearly defined and documented

for a smooth operation consistently…It appears that, most businesses exist between level 2 and

3…characterize, the standardize documents should be aligned with the company’s strategy

for a specific goal towards customer service…then, the results linked to specified process

provided there are accommodating tools to make these goals more effective for better results.

Level #4: Manage.

The Management Hierarchy is understood by only a few businesses on how the process

relates to the alignment of their corporate strategies…consistent with, data collection should be

about the process and the outcomes…It follows that , acquisition consideration in development

of maintaining the software application in keeping track of the claims, the time it takes to resolve

the claims, then a follow up is also necessary associates with customer satisfaction, product

quality, costs, profits and employee performance.

Level #5:

Optimizing. Team work is expected routinely by managers and associates to improve process

continuously. In addition quantitative collection method of data should be optimize to improve,

decrease or eliminate areas of concern…next, be alert and be prepare to change for improvement

depending on the environmental factor or other indicators internally…

Finally, examine claims process at customer service satisfaction to know if the associates

perform well or further changes should take place for improvement form automation to new

technologies advancement. Overall deploy ISO9000 or the Six-Sigma rule for quality control, the

Sarbanes-Oxley and the CMMI… to assist in a reduction of returns, cost, claims and processing

time …such as, the initial level, repeatable level, defined level, managed level and optimized

level.

Q#4 Evaluate Porter’s three-phase process (page 32, figure 2.1) for defining a company strategy and create a simple chart of the recommended change addressing issues in each phase.

1. What is the company doing now? 1. Sell goods at low process 2. Out sell competitors and expandWal-Mart is the leading provider of top electronics Apple and products, knowing that most customers have the insight to protect their inversion for the sophistication for the reliable tablets, cell phones and accessories. In addition most of the Apple products are manufacture overseas. Wal-Mart is a major distributor for these product and many more (Berkley, 2009).

2. What is happening in the environment? 1. Zooning violation complaints 2. Censorship, wages aggressive price wars 3. Diversification by finding new areas to expand into retail and service industry 4. Number one retailer in the world & weaknesses: Opposed to unionized labor, frequently in legal trouble with regulators and union groups. Wal-Mart needs to keep up with the changes in the technology and diversified design www.walmart.com

$

Sell goods at low price

Out sell competitors and expand

3. What should the company do next? 1. Complaints mainly arise about destruction of the local retail environment, downtown of small towns. Strategic strategy implies that customers are always looking for protection for their own device models and if regulated there will be a threat. 2. Expand beyond retail into wholesale 3. Supply local business with lower whole sale prices to keep them running. Unlike many competitors Wal-Mart has its own brand for which warranty are offered.

share for growth

UNIT 2 ASSIGNMENT (With Diagrams Responses Should Run 3-4 Pages)Q#5 Prepare two general process diagrams (see figure 9.2) for the Business Process Change you identified in question #2 in Unit 1.

5a. Diagram the current process steps taken by the organization for the process.

Communications plan for Organizations

1. Communication, buying, and selling processesThe following diagram depicts the relationships among the communication, buying, and selling processes used with and by organizations. In the row beginning with “Awareness,” the communication process outlines the key communication objectives that must be met to facilitate progress in the buying and selling processes.

Communication processAwarenesscustomer

Credibilitysales

Interest Preference Selection Loyalty

Lead generation

Order process

Buying process approvedIdentify the

needorder entry

Identify alternative

sources

Evaluate alternative

sources

Select a short list of

alternatives

Conduct a technical

evaluation

Purchasesetup

Renewal

production delivery

Sales process Identify

opportunitysupplier

Qualify opportunity

Plan the solution

Propose the solution

Provide due diligence

Close sale Manage the account

75b. Diagram any adaptations to the process steps after the change process is approved.

Communications plan for Organizations

2. Communication, buying, and selling processesThe following diagram depicts the relationships among the communication, buying, and selling processes used with and by organizations. In the row beginning with “Awareness,” the communication process outlines the key communication objectives that must be met to facilitate progress in the buying and selling processes.

Communication process

Awareness Credibility Interest Preference

Launch product

Selection

Log claim data

Loyalty

Lead generation

This is an automated system gear by software

applications updated

Buying process Identify the

needIdentify

alternative sources

Evaluate alternative

sources

Select a short list of

alternatives

Conduct a technical

evaluation

Purchase

Generate leads

Renewal business

process change

Create development

plans

Automated system

verifies J.I.T for

replacement while before

sales is completed

Sales process Identify

opportunityQualify

opportunity

Eng.,

design

Plan the solution

Propose the solution

Provide due diligence

Close sale Manage the account

Note: Diagrams and Business Process Change information based on textbook8

Q#6 Evaluate and address the importance of the existing and future diagrams and how they assist the organization in determining the validity of the suggested change (your response to this question should be 3-5 paragraphs in length).

In general, the current process that was taken by Wal-Mart show what work is needed to be

done in order to satisfy the customer’s request received either by e mail or phone….similarly,

reflected As-Is diagram under question 5a. Once the customer initiates a request to purchase and

analyzing the true worth will either accept it or reject the sales.

This workflow system identify the type of sales communications, selling and buying process…in

turn analyze its validity and either rejecting it or accepting this is called the sales communication

workflow system.

This step may include different flows and two different imputes to close the purchase or

order. Which represent the diagram by a decision diamond? (Harmon, 3007).

In addition this process is performed by the sales associate without any software applications. It

is simply verify the associate within certain parameters and come to a determination based on

collected technical data. When it is accepted than the inventory is verified by the J.I.T. office

abroad.

It is instantly verified by communications and the J.I.T. completes the order and arrangement

the replacement to be shipped immediately. Consistent with, the Could-Be diagram show 6b

depict the process after implementing automation n the decision making process…

Similarly the employee receive the item and log it into the software application that contains

all the parameters necessary and available to determine the validity to the order and utterly

verifies the availability of the item in the inventory to be shipped right away. This automation of

the decision making process minimizes human errors and accelerates such process making

completion of the phases within a few days (K. Vandam, N. Tysick, 2008).

Overall, the automation is of the decision making process minimizes human errors and

enhances the process allowing completion of this phase within a shorter period.

It essence, that these diagrams help to identify the validity of the suggested change by showing

the benefits of automation in reducing time used in communicating a sale and at the same time

replenish. The software application has made it easier to sell and replenish to customer, reduce

timing used in attending customer’s request to buy (ibid, 1976)

UNIT 3 ASSIGNMENT (Responses Should Run 3-5 Pages in Length)

Q#7 Assess one specific activity to be performed within the process change. From the assessment, identify the task being evaluated. Where would that activity be performed within the organization? Who would perform the task and who would manage, measure, and evaluate task completion? Make sure you separate out the information requested (don’t place the information in a large block paragraph).

The Customer Service Processing in bringing credibility sales is crucial to the business

performance to initiate customer awareness. In turn, the activity will be the lead generation

including interest, preference, selection and loyalty. The activity will be performed by

Wal-Mart Customer Service Representative within the process change to feel the need why

consumers buy vary considerably…such as, the need to be understood, welcome, fair

treatment, and the need for control and options…such as the Work Breakdown structure is

a technique to the development that supports integrated project management of business

planning and control.

This technique has shown success in managing portfolios, programs and projects as

such, for project development to be maintained by a contracting seller and provide to

provide a subproject or component project. Interestingly, enterprises employing him EWBS

uses the key management to increase portfolios efficiency, projects and programs so to gain

a competitive edge www.workbreakdownstructure.com.

1. Interest the need to feel welcome warmly by associates who want to see the customers gladly

and have the customers not feel that they are an intrusion on the service provider’s day at

work. Things that occur may be small but they mean a lot especially acknowledging the

customer name and recognition, eye contact makes the customer feel appreciated especially

the first impression for a CSR is critical to the success of the business.

2. The preferred need to be understood…by the customer and to appreciate circumstances and

feelings without not bad judgment and criticism. There may arise barriers to complicate

communications, every effort should be initiated to work with the challenges that arises.

Similarly, complications, emotions, customs and language barriers may arise between the

CSR and the customer all efforts should be made to keep it smooth and in good fate to face

the challenges www.cengage.com/school

3. Fair Treatment and selection to loyalty should be assured with confidence that they will be

reach in a short period of time and not put aside because of class distinction or judgment that

are discriminatory. The more time it takes and the more people it takes time to address their

needs there is a greater chance of a dissatisfy customer or customers.

4. The need for control with options in this case setting standards, measuring performance,

comparing performance against the standards and determining deviations, taking action to

correct problems and reinforce success…similarly, the customers’ need to feel that they have

a voice and an impact on the way the services and experience turnout. Most of the time

customers are very impatient and have very little time for procedures and policies…in turn

they rather deal with a service provider that is reasonable who has the ability intemperate to

the what the policies are and the conditions and terms that are adherent. In addition the

customers would like to know about other options and know that they are there just in case

they will be needed to accomplish what they want. If a customer feel that their time have

been wasted they will feel upset about the entire options. Overall Business must exist where

customers are and do give them a second chance on the social media as a contrast service.

The feedfoward control occurs before operations starts and is made up of policies, procedures

and rules that were enacted to ensure that planned activities are carried out according to the

process…similarly, con-current control may occur when plans are being initiated and carried

out and being monitored, directed and most of all fine tune as they occur…finally, feedback

control with the use of information is focus on the results to correct deviations from the

standards that were acceptable after they arose www.mhhe.com/BatemanM

5. In essence, control variation is reduce by measurements…first self-assessment is used to

assess the value of a process including improvement…as such, self-assessment measures

how well a process is doing with improvement such as continuous improvement identifies

defects sources process trends, opportunities for improvement, defect prevention and to

determine process efficiency and effectiveness.

Q#8 Delineate and describe the differences between measuring human performance and task completion.

In general human performance appears to measure a number of composed units of

measure… as such the number relates to a magnitude such as how much and the unit

number gives a number a meaning (John Brown) or what tied into a goal or verifying an

objective target. In addition performance measures can be shown by a single dimensional

unit verifying hours, meters, nanoseconds, dollars, number of report number of errors

number of CPR-certified employees and length of time to design hardware

www.orau.gov/pbm

Similarly, performance measurement relates to operations management and determined

by calculating service statistics…such as cost per call or representative earnings…then

service level is determined by how well x amount of calls are answered in y seconds…next

customer service representative quality and productivity is determined by quality and

measured calls and checking data accuracy…then employee satisfaction is calculating

employee retention rate and survey results…

Finally, customer satisfaction is determined by calculating results from surveys,

resolution of first contact rates and rates for customer retention. It follows that, human

performance is set to identify customer requirements, to help understand the processes the

known and unknown and ensure decisions based of factual applications to do better and

improve.

If the improvement is actually happening a clear picture should reveal the problems

such as bias, emotion and longevity cover up…and to identify that suppliers are meeting

the requirements.

Consistent with, task completion

Q#9 Explore Six Sigma as a method used to evaluate, measure, and encourage continuous improvement. From this exploration create a fishbone diagram that addresses one risk, a potential defect, or a problem that may result from the change which may impact goal attainment

(FISHBONE DIAGRAM.)

www.microsoft.com

Q#10 Address the value of your fishbone diagram as a visual representation.

The cause and effect Diagram (fishbone diagram) relates to production delay which could

affect the customer service satisfaction. If a company cannot sell its products for the prices

that are cheapest the way out is to offer better durable products allowing companies to gain

specializing in more valuable product and using craftsmanship that is superior for the

creation of a unique design… and tailoring it into many ways to continuously create value.

Business risk then, is more concern with the future in contrast to operations risk

www.joseybass.com.

UNIT 4 ASSIGNMENT (Responses Should Run 3-5 Page in Length)

Q#11 Discover and describe at least 3 key performance indicators (KPI) for the suggested process change that must be continuously measured to ensure success.

KPI#1 Comparable store sales for Wal-Mart

In general, comparative store sales indicates the measure of performance of the existing

stores… Smartly, this is done by measuring the growth of sales for the many stores during

a particular during the corresponding period in the previous year. It is compared between

Wal-Mart stores segment and the Sam’s Club segment in comparative store sales of 3.0%

versus5.0% in the fiscal year of 2006 versus 2.0% and 5.8% in the fiscal year of 2005. It

appears that, operating income growth prove a long success for a protracted period of a

measure of success.

During the period of 2006, the operating income had an increase of 8.4% when

compared to fiscal year of 2005. Then showing net Seles increased by 9.5% of similar

period. In addition Sam’s club segment did make the target, and the Wall-Mart stores

segment fell short of the targets while the global segment grew operating income at

equivalent to the same rate as the net sales…It follows that, inventory growth measure a

rate less than net sales is a key measure to prove the efficiency…

Subsequently, the imported increased measure of imported merchandise and the recent

activity of recent acquisition measure total inventories at January 31 2006 were to a 8.2%

in comparison to fiscal to January of 2005 made a net sales of 9.55 in comparison to fiscal

of 2006 with fiscal of 2005.

Accordingly, with an asset base as huge as Wal-Mart the company is mainly focused

on continuing to make certain assets more productive, sustain the return on assets which is

consider as income from continuing operations before minority interest divided by the

average total assets.

KPI#2 Shareholders common stocks

Shareholders of Wal-Mart have active interest in environmental and social

performance of their mutual investments. The changes in the environment cause and effect

in the value among the various shareholders…it follows that growth sustainability is

important towards growth and standards otherwise there is no logical basis for choosing

what to measure.

It is relevant that the workers should take advantage of the opportunity as part of a

benefit. In comparison to Microsoft who produced more than 20 Millionaires Walmart

could do the same by encouraging the CEO and employees to purchase more stocks? There

are some employees that have worked for Wal-Mart for more than 20 years and are still

brook in comparison to Microsoft Corporation.

This indicated that Microsoft investors are mostly employees that have work for them

and are reinvesting in company and have mutual interest to make the corporation stronger

each day. If the price of the common stock is determined by the Board there are many

things considered such as attainable goals should be met with reasonable effort under

conditions that are expected to succeed economically and consistently to unify

communications and operations throughout all functions of the corporation.

KPI#3 Growth and Future Opportunities.

Subsequently thinking about the metrics and measures basically focused on Walmart

attributes. Walmart plan on using performance measures to increase managerial

performance in the future. The leading indicators relates to the overall process output and

or the critical activities that produce the output.

Walmart will continue to build the performance measurement system. In addition, this

measurement will be made up of a well-defined units of measure such as a sensor to

measure or record the raw data including the frequency that will make up the measurement

and translate, identifies, determines, identifies the sensor or measurement instrument that

will gather the data for the performance measures and finally to determine how often to

make the measurements happen…In a similar vein Walmart plan to expand its market

presence to increase sales up to 16 %...as such, the process in each quarter will generate

leads, qualify prospects, seek sales opportunity and make sales presentation.

Q#12 Conduct research (using the Kaplan Library or the Internet) to compare and contrast Six Sigma, the Balanced Scorecard, and ISO9000/9001 as different methods of preparing performance and completion metrics. Metrics are performance markers, utilized at different intervals during the process timeline, to measure adherence to schedule and attainment of goals.

In general the Six Sigma has many faces that focus on process to improve growth with

productivity. This rich technique is advance than the use of statistical tools. In addition,

the Six Sigma changes initiative, it has a method of aligning actions to strategy,

consisting of a driver for operational discipline… next, leadership development programs

and methodology.

The Balance Scorecard has a strategic planning methodology management system is

extensively used in industry and business, government and nonprofit business worldwide

for the alignment of business activities to match the vision and strategy of the

organization, furthermore to improve internal and external communications, in turn, to

monitor organizational performance versus strategic goals. (Robert K. & David N.

(HBBS)

In contrast, putting a balance scorecard together is like a puzzle when different pieces

come together like a mosaic build as individual checked for “fit” versus other strategic

components to makeup a complete system. Balance score system is consist of Vision and

mission, core values interactive communications and change, customers and stakeholders,

customer value proposition and strategy perspectives, strategic themes, and strategic

results www.jaxwork.com/thebalancedscorecardconcept.htm .

Similarly, the ISO9000/9001 relates to no turning back it value quality as the name of

the game and businesses that have the desire to be considerate as players will have to be

prepared to register on not play. Consistent with the ISO9000/90001 has a series of

internationally recognized standards on quality assuring and quality management. The

business who qualify for the ISO registration proclaim to the global economy that their

products foodservices are of the higher quality…such as their day-to-day activities in

conformation to strict criteria set forth by the ISO9000/90001.

Conforming to the ISO9000/90001 more than a 100 countries have accepted the

certification…as such, which is given when a company conforms to quality system

requirements set forth in the applicable ISO document and implementation is verified by

an accredited third party registrar. The ISO also consists of five standards…such as, ISO

9000/9001/9002/9003 and 9004.

The ISO 9001 has the most stringent attributes of the quality tied to this series…in

turn; it assures quality in design, installation, production and servicing, development.

Basically its focuses on about 20 that a quality system elements…such as, quality control

and statistical techniques http://eds.b.ebscohost.com/eds/detail/

Q#13 Recommend one of the three methods evaluated in question #12 as the best one for your change process. Be sure to thoroughly support and defend your recommendation.

The Six Sigma methodology is recommended because of the Define-Measure

Analyze-Improve-Control (DMAIC)…In turn, relates to the five phases improvement

cycle that is increasingly common in the Six Sigma Way grounded to the original PDCA

cycle applicable to both process improvement and process design/redesign efforts. The

change initiative is the building block to driving change.

Moreover, the Six-Sigma encompasses the normal business best practices and skills

to the point of some advanced and some common sense that are intangible to the success

and growth with its most impressive impact as such, the most impressive impact

applicable to many business activities and challenges gathered from strategic planning,

customer service and operations for maximizing the total KPI by managers.

The process change will provide a flexible reference resource to engage for several

years to come or new startups. Overall a guide to finding just what is needed, practical

implementation guidelines to fix problems or implement the Six Sigma business wide…

followed by insights, comments and examples for live persons, checklists of the key steps

for the right choices, train employees to the sophisticated tool of the Six Sigma to take

away the doubt of why and how it is used and the timing.

Finally the perspectives to advice given as a guide to synthesize different viewpoints

guided by best practices, experience and understanding what works and how some of the

thoughts challenge the views of the Six Sigma Way…as an integrated departmental

process change as the key performance indicators and its major attributes as gearing up a

powerful strategy for sustained success. (ibid).

UNIT 5 ASSIGNMENT (With Diagram Responses Should Run 2-3 Pages)

Q#14- Produce an outline or a flowchart describing the entire change management plan.

Change Management Flow Chart

Step DescriptionGenerate CR Identify the change request if it is a good idea, options could be yes or

no.Log Status of the change

request

The Change Manager consider the idea whether it is a good or bad idea and issue register.

Evaluate Reqeust change

Project personnel review the CR and evaluate what impace it will have and prepare the change order

Authorize the change

requesnt

The change order is approve yes the change will be implemented, no is an option.

Implement the change request

If approved, make the change and make space to amend the plan.

Q#15- Provide a complete summary of the entire plan (units 1, 2, 3, 4 & 5). Response to this question should run between ¾ and 1 1/2 pages in length.

Summary Walmart’s intended audience is the project manager, project team, project sponsor

and senior leaders whose support is needed to carry out the plan. The change

management process established an orderly and effective procedure for tracking the

submission, coordination, review, evaluation, categorization and approval for release of

all changes to the project baselines. Walmart corporate strategies in the retail market

branch out into new sectors of retail and creation of positive brand company recognition.

Overall, Wal-Mart uses strategy for growth, expansion and diversification by locating

new areas for expansion into service and retail industry.

Similarly, the repeatable process change established by Wal-Mart will be used to

receive claimed estimate feasible time according to it classification and be ready to give

the customer a positive feedback. The services proved for each produced as well as

selling the product itself may allow Wal-Mart to differentiate itself even though its

product is not better or superior to its competitors. Walmart must be prepare to

implement the change in a way for acceptance to be consider aggressively.

Certainly, the process change for Wal-Mart has gone through an era of change. The

beginning to realization of its strength, weaknesses, opportunities and threats, technically,

and strategically in communicating the development of a global competition. Wal-Mart’s

attributes to the return of a market-lead economies have shown just a few such changes in

the business process change management presently and in the future. Overall it necessary

to monitor the change process at all times by a group of (12) to ensure that it is

progressing and accepted with a passion.

.

References

Harmon, P. (2007) Business Process Change, A guide for business managers and BPM and

Six Sigma professionals. Morgan Kaufman, Suite 400 30 Corporate Drive, Burlington,

MA 01803.

VanDam, K., Noah T., (2008). The KU Handbook for Writers, second edition

5191 Northrop Boulevard, mason, Ohio 45040 U.S.A.

Neuman, R.P., Pande, S. p., Cavanagh, R, R., (2000) The Six Sigma Way, How GE, Motorola,

And Others Top Companies Are Honing Their performance< McGraw Hill Companies, Inc.

II Penn Plaza, New York, NY, 10121-2298

www.walmart.com (Retrieved 06/29/2014).

Porter, E, M., (1985) Harvard Business School, Competitive Advantage

www.orau.gov/pbm . (Retrieved 7/7/2014) www.microsoft.com (Retrieved 7/7/2014)

www.mhhe.com/BatemanM (Retrieved 7/6/2014)

www.workbreeakdown.com (Retrieved 714/2014).

www.cengage.com/school (Retrieved 7/12/2014).

www.joseybass.com (Retrieved 7/13/2014).

www.jaxwork.com/thebalancedscorecardconcept.htm (Retrieved 7/13/2014).

www.eds.b.ebscohost.com/eds/detail (Retrieved 714/2014).

www.mhprofessional.com (Retrieved 7/14/2014).