2
Outline
• At the beginning of this great journey• Scenario Introduction• Process Analysis
• Fish-‐bone Graph – A useful tool
• Define the problems• Our suggestions• Conclusion
• Sharing
A new customer service complained that …
Delivery delayed
Order quantity ≠ delivery quantityQuality deterioration
Problem came …
4
Customers paid cashbut cash flow ≠ AR
Lack of customer complaint lists recordwhen the mission completed
Purchasing number were highso did the paying price
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Problem came … (cont.)
Purchase
Check inventory
Quality management
Deliver goods
Order
Sales
Payment
Customercomplaint Process
Closed
Cashier
Accountant
6
Purchasing and sales process
• Created by Kaoru Ishikawa (1968) that show the causes of a specific event.
• Common uses are product design and quality defect prevention to
identify potential factors causing an overall effect.
• Listing potential problem
• Making sure no information is ignored
Quality Deterioration
People Manufacture Supply
Environment Work Statistic 7
Fish-‐bone Diagrams
Inventory Loss
Stolen
Lost
Never be there
Taken by employee
Stolen by other peopleWrong Placement
Delivery without Recording
Record error
Lost when delivery
Record Permission
Monitor
Access Permission
Entering Record
Management System
Fixed Position
Modify Permission
Stocktaking Impreciseness
8
Analysis
• Arranging all the information we have
• Analyzing each problem step by step to find the specific causes
• Thinking in logical way
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After analyzing each problem with fishbone diagram…
Define the problemsProblems Possible Reasons
Delivery of Orders Delay • Lack of inventories: delay of purchasing• Human Error: keying in wrong dates of delivery
Order Quantity ≠ Delivery Quantity • Stocktaking Ineffectiveness: only checking packagesof stock
Cash Flow ≠ Account Receivable • Payment by cash: causing corruption problems
Quality Deterioration • Accounts closed by the accountable salesperson
Cost Increased by 30% • Excess Purchasing Purview : replacing suppliersarbitrarily
Inventory Loss • Stocktaking impreciseness• Wrong Inventory Placement
Ineffectiveness of ConsumerComplaint Process • Accounts closed by the accountable salesperson
Information Security • Insecurity of Excel: difficulty of tracking versionediting 10
• Information system
purchase
Inspecting
Quality Control
Sales
Receivables
Customer Complaint
• Establishment of the purchasing SOP system• Limitation of purchasing purview
• Establishment ofthe inspecting SOP system
• Division of Inspectors andpurchasing representatives
• Stocktaking checking by items
• Enforcement of warehouse security
•Not responsible for receivables
• Collection terms set by finance department• Payment by remittance
•Division of accounts and monitors
Client’sCompany
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Solutions
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