Performance Measurement & Information Management

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Carla Jimenez
ISE 527 Quality Management for Engineers
Homework #7
Fall Semester 2012
Due: Thursday, November 15

1) Write a description of the process that you use for grocery shopping. Begin your description with the event that indicates a need for shopping. Write the description in sufficient detail that someone unfamiliar with the task could repeat your method with similar results. (7 points)

Triggers:
* Low or ran out on more than 5 items in the refrigerator * Missing ingredients for recipe
Process Steps:
1. Once the trigger is identified, a list of the needed items is made. An inventory count is done throughout the refrigerator and pantry of missing items or items that are soon to run out. 2. Find any coupons that can be used during the shopping trip. 3. Drive to local grocery store.

4. Depending on the number of items to purchase, choose a cart or basket at the entrance. 5. Start at one end of the store and read list to see if there is anything on the list or missing from the list. 6. Walk towards the other end of the store making sure all items from the list are picked up along the way. 7. Once complete, double check list and make sure items are not missing. 8. If items are missing then look for them, if not then walk towards the register. 9. Pay for groceries and apply coupons.

10. Place items in the trunk in a way that items won’t get damaged. 11. Drive back home.
12. Unload groceries to the kitchen.
13. Store items in the designated areas according to temperature requirements. 14. Recycle paper bags.

Start
Make a list
Find Coupons
Drive to store
Heavy or multiple items
Basket
Cart
Walk towards the end of store

Pick items
Check items
Pay items
Start
Make a list
Find Coupons
Drive to store
Heavy or multiple items
Basket
Cart
Walk towards the end of store

Pick items
Check items
Pay items

2) Answer the following question from Evans and Lindsay:

Chapter 8 Discussion Questions:

8. What information would you need to fully answer the questions that IBM Rochester uses for selecting measures and indicators? Where would you get this information? (The list of questions used by IBM Rochester can be found on page 375.) (7 points)

* Does the measurement support our mission?
* In order to fully answer this question, we need to know what the mission and measurements are and how the processes or levels being measured relate to the mission. As we figure out which processes and levels are being measured, we can determine if they create value to support the mission. * Will the measurement be used to manage change?

* The measurements that “change the business” are those used to achieve strategic objectives as the Evans and Lindsey stated in the book. Therefore, we need to figure out which are the strategic objectives. Also, determine if the measures are aligned to achieve these strategic objectives. * Is it important to our customers?

* To be able to answer this question, we need to determine the customer requirements and if the measurements bring value to the customer. * Is it effective in measuring performance?
* The information needed is to figure out if the measurements have brought positive outcomes. * Is it effective in forecasting results?
* When forecasting results, historical data is needed and sometimes we don’t capture the needed data to be able to forecast, therefore we need to figure out what processes need to be forecasted that will bring value to the organization and the data needed to be able to forecast. * Is it easy to understand/simple?

* By asking the people using and analyzing the data, we can get a better idea if the data is simple and easy to understand. This can be accomplished by surveys and analyzing the amount of time it takes for them to use the data and interpret it. * Are the data easy/cost effective to collect?...
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