Steps in the Receiving and Delivery Process

No$.$ Step Time$($min$)$

$1$ Received goods temporarily sit on leading dock $120$

$2$ Goods are visually inspected for damage $3$

$3$ Goods are carried to the warehouse $10$

$4$ Goods are stored in the warehouse $1440$

$5$ Goods are removed from the warehouse and carried to the loading dock $10$

$6$ Goods sit on the loading dock awaiting loading $60$

$7$ Goods are carried to the truck $10$

$8$ Goods are trucked to a satellite storage area $20$

$9$ Goods are carried from the truck to a satellite storage area $10$

$10$ Goods are stored in the satellite storage area $320$

$11$ Goods are inspected for damage $2$

$12$ Goods are carried to a truck $10$

$13$ Goods are trucked to the require location $15$

$14$ Goods are carried to the required location $10$

Receiving$-$and$-$delivery process$*$: The company in exercise $1$ has a large manufacturing site that is spread over a large area. You are assigned to study the receiving$-$and$-$delivery subprocess in order to make recommendations to the senior manager for streamlining the process. The subprocess begins with receiving goods on the warehouse loading dock, and it ends with the goods being delivered to the correct location. Before you were assigned to this project, the senior manager had a student intern do a simple process analysis. The manager instructed the student to observe the process and describe the various steps. Also, the student was told to find average processing times for each step in the process. The information collected by the student is summarized in Table $1\mathrm{.}4.$

a$.$ Classify the activities in this process.

b$.$ Who is the customer?

c$.$ Translate what you think the customer wants into measures of process performance.

d$.$ How is the process performing under the measures defined in part $($c$)?$

e$.$ Comment on the instructions given to the intern by the senior manager in reference to the process analysis.