Griffith University Business Process Mapping and Analysis Report

This report provides a comprehensive analysis of business processes, focusing on process mapping and analysis within a sales context. It begins with an executive summary and introduction, outlining the importance of process improvement. The core of the report involves the creation of a relationship map and a cross-functional map to visualize the interactions between different departments and stakeholders. The analysis delves into process improvement suggestions, identifying areas for optimization and addressing potential omissions. Furthermore, the report highlights critical performance measurement points and explains the rationale behind their selection. The conclusion summarizes the key findings, and recommendations are offered to enhance the overall efficiency and effectiveness of the business processes, particularly within the sales team's operations. The report emphasizes the importance of training, communication, and the use of tools like benchmarking and 360-degree feedback for continuous improvement and customer satisfaction.

PROCESS MAPPING AND ANALYSIS

EXECUTIVE SUMMARY
Process, Measurement and analysis refers to examining the overall quality of the
products or adapting the techniques to manage the interest and work of employees in
undertaking any task in right way. In this report the discussion is placed relating to
controlling the overall procedure which is adapted by the sales team regarding delivering the
highly standardized products to the customers. In this the mapping is presented which reflects
the relationship map and cross functional map between the various department in the
organization. It also reflects the procedure which is adapted in respect of analyzing the work
or products which is incurred through the team efforts. Further the matters is reflected with
the two pints which is recommend in respect of improving the performances measurement to
increases the sales and customer interest for longer way.

Contents
INTRODUCTION.................................................................................................................................4
PROCESS MAPPING...........................................................................................................................4
PROCESS ANALYSIS.........................................................................................................................6
CONCLUSION.....................................................................................................................................6
RECOMMENDATION.........................................................................................................................7

INTRODUCTION
Present report is based upon the process, measurement and analysis as in this the
process indicates the overall procedure which is undertaken by the company regarding
producing the particular things. Measurement refers to measuring the quality of the products
or the techniques which is used by employees in undertaking any task (Aittasalo & et.al.,
2019). Analysis refers to examining the integrity of the products by taking the reviews of the
customer once they availing the particular products. In this report, the three major aspects are
undertaken in respect of examining the journey of bicycle from manufacturing to final
production of goods.
PROCESS MAPPING
Firstly the relationship map is undertaken which is made between the customer and
business regarding dealing with any specific things. Thus, in this report the deal is made
between the Oscar and Phill regarding understanding the overall procedure of selling the P-
Bicycle as per the instruction of the customers (Bauman & et.al., 2017).
In this case the process of undertaking the orders is mainly done by the sales team
which takes order in the form of writing the necessary things which is mainly demanded and
preferred by the customer in bicycle. The main reason of carrying the things noted is resulting
to carrying the proof that the design are made as per the instruction of the customers. After
examining the preference of the customer, they sent the order to the engineering or service
section in respect of designing the products as per the set instruction (Biehl, Ermagun, &
Stathopoulos, 2019). Engineer also contact with the customer directly regarding finalizing the
design before sending it to manufacturing department.
Once the design is finalized it is sent to the manufacturing department where they
impose quality inventory products on it and in case of absence of parts, they contact to
purchase department. Purchase department than further approaches to suppliers regarding the
availability of the products. Till than the work of the manufacturing is undertaken and in
respect of receiving the parts the final products are delivered to the customers. Clients once
satisfy the products by themselves and then after the invoice is raised, the products is
delivered to the customers (Bonham, Johnson & Haworth, 2018). The input which is
examined in this perspective is the sales team, manufacturing department or equipment
Take order from
customers
Sales team
takes the
order
Engineers
passes the
design to
manufacturing
department
Send the details
of order to
engineering or
the service
section
Manufacture started
working and if their is no
inventory available, than
contract to purchase
department
Purchase
department
further
approaches to
supplier for
placing order
Suppliers place
the order and
manufacture
produces the
products and
deliver to
clients.

already existed and output carries to be supplier or any inventory parts which is not found in
the company.
Relationship maps:
It is mainly build by the sales team or business development team to represent the
integrity of the company to the customers. The relationship is built in respect of knowing the
customer demands regarding pertaining to particular products and also fulfilling their needs
and preferences in designing the products as per the set instruction. In this case the
relationship is mainly build by the sales team with the customer in respect of writing the
things which they are preferred in Bicycle (Boufous, Hatfield & Grzebieta, 2018). Sometimes
such duty is also performed by the engineers or service department regarding interacting with
the customer personally and also knowing their needs in the particular things. The major
function in the relationship map is to carry the effective communication skills regarding
conveying the accurate information to the further department. By this aspects, they can set the
target accordingly and also achgive the target before the time period.
Cross functional maps:
Cross functional maps is mainly undertaking in respect of instructing the other
department to work as per the set instruction which is guided by the sales team through the
instruction of the customers. As purchase department is liable to perform the duty in respect
of communicating with the suppliers to deliver the orders (Brennan & et.al.,2018). They are
not liable to know about the customer and the requirement of ordering or using such products.
It is necessary for the company to manage the work as per the set direction in respect of
increasing the profits in the business and also getting positive response from the customers.
Thus, it can be managed in respect of organizing the outside training session foo the
manufacturing department regarding getting more ideas and thoughts to attain the task in
better way. As it is not necessary to manufacture the products with the set parts, it can also be
produced with the different style. Before taking any order regarding designing the bicycle, it
is necessary to set the delivery time and date and also to motivate employees to deliver the
products within the set time duration (Díaz, 2017). In respect of attaining growth in the
business for longer way, it is necessary to set the improvement techniques in their existing
working style regarding changing the work scheduling of the employees. As employees not
retained at worn place, if they find the normal routine work with less motivation techniques
to bring changes in their working style (Els, 2018). The improvement is also done in respect
of enhancing the communication skills between the departments, so that they can freely
communicate with each other.
To strengthen the performances of the company, it is necessary to set the
benchmarking regarding assigning day to day work schedule and also monitoring their
procedure of attaining the task. As employees are managed in right way and also they are
guided and trained in respect of working in right direction. Thus, training is one of the
necessary aspects which helps in measuring the performances of the employees regarding
examining the capability and skill to accomplish the activity in right direction (Kaplan,
Wrzesinska & Prato, 2019). As it is required to reduce waste in the business which helps in
saving the resources and environment in better way. This is managed by the Sales and finance
department regarding setting accurate budget for the particular inventories and also use such
inventories in respect of reducing waste in company.

PROCESS ANALYSIS
It is undertaken when the process which is undertaken by the sales team is to be
analyzed by the owner regarding working in the set direction. It carries the following process
such as:
Hybrid Process: It mainly referred to the multistage process which is used to produce the
highly standardized products (Lee & et.al., 2017). As in this the process or analysis is mainly
undertaken regarding managing the overall working procedure and also controlling the
department through providing the accurate guidance to work as per the set instruction.
Modularization: This is examined through the customer demands or needs in putting the
existing things on the particular product. This refers to modularization of the products and
also it enhanced the business by bringing innovative ideas in the business (Pang & et.al.,
2018). The duty of the owner is recheck the requirement which is made by customer and also
it is designed as per the set guidance.
Made to stock: This is under in respect of delivering the products to the customer on speedy
bases and also high standards quality is to be maintained (Phanomchoeng &
Chantranuwathana, 2017). But in respect of make to order, it is stated on the bases of
providing flexibility and this can be attained in respect of concentrating more on customizing
the products which is unique and different from others.
Presenting two performance measurement point
In order to measurement the performance, benchmarking tool is used in which
standard are set that helps to measure the performance of a business at daily or weekly basis.
In the same way, for sales team, different target are set that for a day that helps to analyzed
that performance of the company is increases or not. This tool is actually used as a key
performance indicators which are used to examine whether the define aim and objective of
the company is attain or not. On the other hand, 360 degree feedback which is another tool
that is used to determine the overall cycle. Such that when the customer first reach to the
company, it met with the sales team and the cycle go on (Peñaloza, Saurin and Formoso,
2020). Therefore, manager at that time, determine the loophole that cause negative impact
upon the entire business. Such that if the customer service executive or purchase department
employee do not answer the question in better manner. Then at time, manager of the firm
should take immediate action that will help to minimize the issue up to some extent. Through
this, the manager of the company also make sure that whether the products are in good
quality or not (Saghapour, Moridpour & Thompson, 2017). Also, this strategy will help to
examine the loophole of bicycle from the manufacturing to final production of the goods.
CONCLUSION
By summing up above, it has been concluded that through relationship map, it is easy
to analyze the deal between a customer and business and in this report, the deal is presented
through a relationship mapping between Oscar and Phill. Also, study concluded that through
process analysis, an entire journey of selling a bicycle to the customer and also determine the
use of two performance measurement point which are used in order to analyze the
performance i.e. to identify the quality of product, company use 360 degree feedback in
which a complete report is introduce by consulting from all departments along with customer
as well.

RECOMMENDATION
From the above, it is recommended to the company to provide effective training
system to their customer executives so that they will easily determine how to treat with the
customers and make a deal of negotiation as well. Also, it is to be recommended to the
company that for better quality of products of Bicycle, they may use TQM and Six sigma
theory which actually deals with the quality of product and that is why, using this technique
will help them to meet the define aim as well as objectives (Olson and Wu, 2020). In addition
to this, it is also recommended that proper use of KPI within a company and set goals which
have to be meet. Such that for best speed of delivery, the company have to use advance tools
so that it will assist to minimize the time wastage and enhance the customer service as well
(Salleh & et.al., 2019). Through this, the company will be easily provide best quality of
products to their customers in a minimum time period.

REFERENCES
Books and Journals
Aittasalo, M. & et.al., (2019). Socio-ecological natural experiment with randomized
controlled trial to promote active commuting to work: process evaluation, behavioral
impacts, and changes in the use and quality of walking and cycling
paths. International journal of environmental research and public health. 16(9). 1661.
Bauman, A. & et.al., (2017). The unrealised potential of bike share schemes to influence
population physical activity levels–a narrative review. Preventive medicine. 103. S7-
S14.
Biehl, A., Ermagun, A., & Stathopoulos, A. (2019). Utilizing multi-stage behavior change
theory to model the process of bike share adoption. Transport policy. 77. 30-45.
Bonham, J., Johnson, M., & Haworth, N. (2018). Cycling related content in the driver
licensing process. Transportation research part A: policy and practice. 117. 117-126.
Boufous, S., Hatfield, J., & Grzebieta, R. (2018). The impact of environmental factors on
cycling speed on shared paths. Accident Analysis & Prevention. 110. 171-176.
Brennan, S. F. & et.al., (2018). The effect of muscle-tendon unit vs. fascicle analyses on
vastus lateralis force-generating capacity during constant power output cycling with
variable cadence. Journal of Applied Physiology. 124(4). 993-1002.
Díaz, D. C. R. (2017). A Cost-Engineering Method for Product-Service Systems Based on
Stochastic Process Modelling: Bergamo's Bike-Sharing PSS.
Els, C. (2018). Identifying markets for customized bicycles using data and business
analytics (Doctoral dissertation, University of Pretoria. Faculty of Engineering, Built
Environment and Information Technology. Dept. of Industrial and Systems
Engineering).
Kaplan, S., Wrzesinska, D. K., & Prato, C. G. (2019). Psychosocial benefits and positive
mood related to habitual bicycle use. Transportation research part F: traffic
psychology and behavior. 64. 342-352.
Lee, M. R. & et.al., (2017). Invasive species’ leaf traits and dissimilarity from natives shape
their impact on nitrogen cycling: a meta‐analysis. New Phytologist. 213(1). 128-139.
Olson, D. L., & Wu, D. (2020). Balanced Scorecards to Measure Enterprise Risk
Performance. In Enterprise Risk Management Models. (pp. 137-148). Springer,
Berlin, Heidelberg.
Pang, T. Y & et.al., (2018). Fit, stability and comfort assessment of custom-fitted bicycle
helmet inner liner designs, based on 3D anthropometric data. Applied ergonomics. 68.
240-248.
Peñaloza, G. A., Saurin, T. A., & Formoso, C. T. (2020). Monitoring complexity and
resilience in construction projects: The contribution of safety performance
measurement systems. Applied ergonomics. 82. 102978.

Phanomchoeng, G., & Chantranuwathana, S. (2017). Road Surface Condition Detection in
Bicycle for Active Safety Applications (No. 2017-01-1730). SAE Technical Paper.
Saghapour, T., Moridpour, S., & Thompson, R. G. (2017). Measuring cycling accessibility in
metropolitan areas. International journal of sustainable transportation. 11(5). 381-
394.
Salleh, M. Z. M & et.al., (2019, November). SEM-PLS Analysis Approach in Identifying the
Effective Residential Bikeway Design Factors. In IOP Conference Series: Earth and
Environmental Science (Vol. 385, No. 1. p. 012053). IOP Publishing.