Process Mapping, Value Stream Mapping, and To Be Chart.

1. First, an order is received via telephone or mail. Note that some orders come from the website. If the order is received by telephone, the Customer Service Rep answering the call enters the order into the computer during the phone call. If the order is received by mail, the Mailroom delivers it to Order Entry, where it is entered into the computer. Manual order entry takes up to 30 minutes. When online orders are incomplete, they must be checked and filled out completely.
2. Once orders are entered into the computer, an Order Picker prints the order (packing list), picks the requested items and sets them in a bin with the packing list. The bin is then sent to the Shipping Department. If the order is found to have missing information, it is sent back to the customer rep.
3. The Shipping Department checks the order against the items in the bin. If the order is incorrect, the bin is returned to the Order Picking area for re-picking. If the order is correct, Shipping chooses an appropriately sized box and packs the order. The box is labeled, weighed, stamped, and stacked for postal pick-up. If there is a bulk order, it needs to be handled with care and speed. The company usually uses UPS for bulky orders. Sometimes there are express orders. In urgent cases, the shipping department delivers the box to FedEx, about a 20-minute drive from the company. The shipping regulations require that the order handler abides by the postal policies, using the right materials, labeling, and packing methods. Inspection can take up to 20 minutes.
4. Tasks:
   1. Macro Process: Draw the macro-level process (10 pts).
   2. As-Is Process: Draw the process map following the four steps covered in class. Make sure to have functional areas and boundaries and to choose the right kind of arrows (20 pts).
   3. Analysis: Identify which task is value-adding, non-value-adding, and mandated necessary steps. The instructor encourages students to use a color-coding system for this part. You can create your own symbols and choose a particular color such as green for value-adding activities, red for non-value-adding activities, and purple for necessary steps. Discuss the reasons behind your identifications (20 pts).
   4. To-Be Process: Propose an innovative process for the companys order fulfillment (30 pts).