ITS 631 – Operational Excellence Assignment Solution, Week 6

This assignment solution addresses key aspects of operational excellence within the context of ITS 631. The solution analyzes the challenges of data management, specifically focusing on the absence of a centralized database and the lack of data tracking mechanisms. It also examines the impact of automation on organizational culture, using the example of a library transitioning from manual to automated processes. The solution highlights the benefits of automation, such as reduced workloads, improved customer service, and the need for skilled personnel. The document explores the shift in organizational culture and the positive effects of technological advancements in streamlining operations. The solution also provides insights into the practical application of technology, such as RFID tags, to enhance efficiency and customer experience.

Running Head: ITS 631 – OPERATIONAL EXCELLENCE
ITS 631 – Operational Excellence Week 6
Name of the Student
Name of the University

1ITS 631 – OPERATIONAL EXCELLENCE
Answer to Question 1 Chapter 14
Peter faced such problems to gather relevant information due to two main reasons.
I. Unavailability of Database – If any successful business process is analyzed, it
can be seen the primary driving force of each of the business is the use of a
central database that contains all relevant data related to each and every detail of
product or the service the company sells. While some small organizations rely
upon paper documents for storing business related data, most of the organizations
utilize information system based online database that can store or manage any
business data. This is the better option as there is no need for any physical storage
physics and also manual handling and management of data. In case a user wants
to find a particular piece of data, all he needs to do is to open the database and
enter a keyword to which the database automatically presents that particular data
to the user.
II. No Specific Action to Keep Track of Data – Another major reason behind the
issue is that there is no specific post in the organization to keep track of data i.e.
there is no person involved who will keep track of data and data auditing. Hence,
nobody knows where the data is kept or even if there is a data tracking system.
Answer to Question 1 Chapter 16
The culture of the NLB has changed considerably with the implementation of the new
changes. This is mainly because most of the manual labour has become unnecessary with the
automation of the processes. Previously, the entire process was handled manually and hence, it

2ITS 631 – OPERATIONAL EXCELLENCE
took a lot of time to process a request. The readers used to choose any book and stood in a long
queue before reaching the counter to get the book checked and verified before they could take
the book away for the specified amount of time. Due to the long queue, the service providers
always had high workload and they often lost temper while interacting with the customers. On
the other hand, the customers also became impatient and also frequently reported bad behaviour
of the service providers. As a result, an unacceptable culture was developed within the library.
However, with the automation process, the numbers of service provider agents have been
reduced significantly as they were no longer required. Now, the customers do not have to stand
in any queue and can check in and check out with the books just by verifying with the RFID tag
attached with the book. The reduced numbers of the service providers now have low workload
and can freely interact with the readers without misbehavior. Another major aspect is that now,
only skilled personnel are recruited who are able to work with the new technical set up. Hence, it
is evident that the culture within the organization has changed significantly with the introduction
of more friendly and skilled customer care service.