Interview for Process Analysis and Improvement Opportunity Identification

Respondents - Process Owner, Operations Manager, Associates Dear Respondent, As part of our Business Systems Analysis for your organization, we would like to understand your organization and to see it from an insider's perspective as much as possible. Your views, we believe, would help us immensely to recommend an effective approach to Process Improvement. We value your answers to the following questions. Your responses would be treated in the strictest confidence. Please take a few minutes to give us your objective views.

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Question

Area of Opportunity

Your rating on a scale Process Parameter of 1 to 7

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The documents are Current and followed (Standard operating procedures,Quality procedures) Top Management is Involved in day to day monitoring/ operations of the process There is a structured review of processes at a regular interval SOP's for our daily work get updated on a regular basis and I immediately get to know of updation We have deployed technology to automate processes ( capture % of process being executed using technology) There are lot of Handoffs where information is exchanged using paper based documents ( Feasibility of deploying w/f solution) # of breakages in the process (breakage is defined as a trnsaction moving offline and back online) Information systems provides all required inputs for decision-making within acceptable time-frames. This includes Visual controls, associate level reports and process level reports # of diverse applications to be used by the associates to execute the process Good process control (closed loop) exists including audits for compliance The process has lot of hand offs/dependencies with other Processes I believe that our employees can be at least 20% more productive

Documentation General Metrics Documentation Automation Automation Automation Automation Automation Metrics Optimization/ Consolidation General

Adherance Adherance Adherance Continuity Continuity Continuity Continuity Continuity Continuity Continuity Continuity Effectiveness

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I am encouraged to support process innovations that improve productivity On an ongoing basis, I know where my process stands with regard to its performance on SLAs (Cycle times, Through put, Quality ) ) We make decisions based on objective data rather than perceptions The organization has well followed corrective and preventive action report Support functions are aligned to operations needs Training is structured using SOPs and learning curve is predictable for associates. Variance in process/practices across different business units / geos (opportunity to consolidate) We take a serious view of process deviations

General Metrics Metrics Metrics Optimization/Co nsolidation Training Optimization/Co nsolidation Metrics

Effectiveness Effectiveness Effectiveness Effectiveness Effectiveness Effectiveness Stability Stability

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