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Examination (effects) Smart Organisation (SMOR-01)
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ASSIGNMENT 3: total 100 points, duration of this part: 75 minutes class-RH-3It is not only that complaints from customers come in to the organization Excite.
There are also internal complaints from employees. Below are a few of the complaints:
-Then in the morning you suddenly see that colleagues are free and things have not been planned
properly you must stay longer in the evening.
-Sometimes I unexpectedly have to work overtime.
- Many colleagues are ill for a long time, management does not deal with that, so we have to work
more and longer.
-We are not supervised by the department manager. Work has not been planned, which very often
means that we have to stay longer in the evening to finish it.
-If you ask the department manager what has priority, you will not receive a response. This means a
good planning will fail and you have to work and finish things in the evening.
-Due to frequent software malfunctions in the booking system, we often cannot help customers,
normal work gets delayed and we have to process a lot manually in far too short a time.
-Computer server should have more capacity. We often can not work and need to stay late.
-The customer database contains many of the same customer data. We do not know which data are
correct. We will then find out for ourselves what is right and what is not and that will cost us far too
much work and time.
-A good coffee machene with good coffee wouldn't be bad.
- Printer ink is often out and we have to call for new ink.
- Perhaps management can greet us friendly in the morning.
-There are simply too few parking spaces outside.
-Flexible work spots are nice, only I prefer my own desk. Searching for a place in the morning is worse.
-More salary wouldn't be bad. Especially when you see how much profit we make.
-If I may say something, I think the choices in the canteen are terrible. There is no vegetarian food.
-I think the toilets should be cleaned more often.
- I never get any compliment from management.
- It always takes a long time before our manager answers our emails.
Analysis of the compliants brings up the following list:
Complaint type number
Working pressure too high 27
Managerial behavior 12
Facilities 17 Reward / salary 13
Canteen 2
Please study the list and continue with the following:
1. Pareto analysis / 10 points
Make a Pareto analysis: Percentage bar diagram, followed by a cumulative % graph which clearly shows the 80/20
ratio. Open the tab -Pareto analysis- and follow the instructions. Please save regularly.
When you are done, return to this tab - Assignment 3- and continue with 2 below.
2. Fishbone / 30 points
Now make the fishbone in which you define the largest complaint group from the Pareto as the main problem.
Provide a clear overview of main causes and sub-causes in categories. For the record, not every category needs to
be filled out. From the complaint examples you can see which categories it concerns: people/employees,
material/info and machinery/system. The other categories are not involved.
Come up with 1 main cause and 1 sub-cause per category. For the main causes you can check the complaints.
Sub-causes you mainly need to reason yourself. Do not forget good argumentation.
Use the numbers in the template to refer to them in the textbox on the right !!
First start define the main problem in the fish "head".
Pay attention! Make sure you provide a clearly reasoned motivation with regard to your main problem, main
causes and sub-causes. Please save regularly.
When you're done, return to this tab - Assignment 3- and continue with 3 below.
3. Root-cause matrix & solutions / 2 X 30 = 60 points
Now present the root-cause matrix and the solutions: for each completed fishbone category give 1 sub-cause with
at least 1 core-issue (3 X 10 = 30 points) and finally at least one solution suggestion for each core-issue
(3 X 10 = 30 points). Please save regularly.
,material/info and machinery/system. The other categories are not involved.
Come up with 1 main cause and 1 sub-cause per category. For the main causes you can check the complaints.
Sub-causes you mainly need to reason yourself. Do not forget good argumentation.
Use the numbers in the template to refer to them in the textbox on the right !!
First start define the main problem in the fish "head".
Pay attention! Make sure you provide a clearly reasoned motivation with regard to your main problem, main
causes and sub-causes. Please save regularly.
When you're done, return to this tab - Assignment 3- and continue with 3 below.
3. Root-cause matrix & solutions / 2 X 30 = 60 points
Now present the root-cause matrix and the solutions: for each completed fishbone category give 1 sub-cause with
at least 1 core-issue (3 X 10 = 30 points) and finally at least one solution suggestion for each core-issue
(3 X 10 = 30 points). Please save regularly.
It is important that you define the relationship between:
- sub causes and core-issues in the root cause matrix;
- core-issues and solutions.
Again think of your motivation / argumentation!
When you are ready, save and close the Excel worksheet under YOUR NAME AND IDCODE. Example:
Jansen187635 .
Now upload your Excel file on Cum laude: Hand in-Examination, Part B and then under your Class.
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