[15:00:26] --------------------------Home-------------------------- [15:00:41] --------------------------Paper P3-------------------------- [15:10:00] Ysbq: Today's Session 15 on Sunday 06th of May, 2012 at 11:00 am UK Time has been cancelled due to lack of interest / presence of any member, [15:10:59] Ysbq: For next session Please Paste see the forums [15:14:07] yaroslava: what happened [15:14:24] Nice_guy: {Ysbq} what happened? [15:14:49] yaroslava: {Ysbq} people are just late [15:14:58] Ysbq: {yaroslava} well guys i am afraid no one is here today for conducting the session [15:15:08] Nice_guy: {Ysbq} i am here [15:15:09] Nice_guy: :O [15:15:11] Ysbq: its 15 min past the session start time [15:15:13] Nice_guy: thats so unfiar [15:15:31] Nice_guy: i was in main waiting for someone to say P3 session will start [15:15:34] yaroslava: but we only have q3 to do, come on [15:16:01] yaroslava: its not big [15:16:05] Nice_guy: {Ysbq} common dont be lazy [15:16:07] Nice_guy: ;) [15:16:09] Ysbq: {yaroslava} ok lets do the past paper question [15:16:15] yaroslava: sorry i am late [15:16:30] yaroslava: good mann!!! [15:16:50] yaroslava: q3 ju09 [15:17:49] Ysbq: Lets Start with JUN-2009 Q1 Part (c.) [15:18:02] Ysbq: it is on Business Process Change [15:18:07] yaroslava: k [15:18:45] Ysbq: ----------------------------------------------------------SESSION 15-------------------------------------------------------------- [15:18:57] yaroslava: do we have to read the whole thing? [15:19:20] Ysbq: JUNE - 2009 Question No.1 Part (c.) [15:19:47] Ysbq: Start Reading from the Tackling Operational Problem Heading in the question [15:20:09] yaroslava: cool how long? [15:20:13] Ysbq: Reading Time 10 min [15:32:59] Ysbq: Ok Lets Start [15:33:09] yaroslava: k [15:33:30] yaroslava: are you guys ready? [15:33:39] Nice_guy: {yaroslava yes [15:34:13] yaroslava: mpumei,sanrac? [15:34:23] Ysbq: ok What are the deficeincies? [15:34:53] yaroslava: 40% of enquiries do not proceed [15:35:17] yaroslava: MISSING DELIVERY DATES [15:35:44] yaroslava: 20% orders are rejected [15:36:02] yaroslava: Logistic issues [15:36:20] Ysbq: and the credit check should be done simultaneously with the order processing [15:37:02] sanrac15: Info re: delivery date from Ysys.not reliable. Delays before order is placed. [15:38:02] Ysbq: the goods / computer should be delivered directly to the customer rather than first delivering to the Greentech and then, delivering it to customer (see the swim - lane diagram) [15:38:18] Ysbq: whats else can we include here it is a 10 marks question [15:38:25] yaroslava: {Ysbq} true [15:39:55] sanrac15: (ysbq) what abt the testing of the computer, if it goes to the cust. [15:39:57] yaroslava: Xsys should email the customer on specifications and delivery plus cost directly instead of mailing to greentech, that then saves time and costs [15:40:58] sanrac15: (yaroslava) true [15:41:07] Ysbq: {yaroslava} as u said that 40 % of initial enquiries do not proceed hence the reason should be asked from the customer lke feedback why they did not proceed [15:41:33] Ysbq: {sanrac15} the testing should be done by the Xsys to save time [15:41:50] sanrac15: (ysbq) ok [15:42:37] yaroslava: There is an international company that delivers the computer to greentech and then greentech outsource this service to a courier, here again show ineffectiveness of the process and unessary time consumption [15:43:08] sanrac15: a customer relation unit s/be set up to enquiry why the custmrs. are not proceed'g with request. [15:43:41] Ysbq: {yaroslava} yeah i have covered that by sayiing the EIM should directly deliver the computer to customer [15:43:49] yaroslava: what if Xsys delivers direct to the customer, that way avoids damages as computers are delicate and also reduce cost of hiring two companies to deliver? [15:43:54] Ysbq: {sanrac15} yeah [15:44:03] yaroslava: {Ysbq} cool [15:44:42] Ysbq: ok i guess we are done with this part of the question lets go to Part ii [15:45:46] Ysbq: this requirement is way above my understandinng lolz [15:46:25] yaroslava: We do not know what credit check system system Equicheck using, good potential customers could be turned away, what if greenteck conducted these checks? it could reduce costs of outsourcing and bring in customers who would have been, otherwise left out. [15:47:02] Ysbq: {yaroslava} yes this could be a valid point of Change [15:47:51] yaroslava: so what does recommend a new process mean here? together with implication? is it what we have just done? [15:49:12] Ysbq: {yaroslava} i guess it means to redesign the swim lane diagram and state the benefits of your redesigned process flow [15:49:12] yaroslava: do we recommend say process redesign and justify it or re-engineering and so on and say how this will help? [15:49:27] yaroslava: {Ysbq} ok cool [15:50:00] yaroslava: then i am geting comfy with this sort of question [15:50:42] Ysbq: {yaroslava} u are always very keen on re-engineering , i suggest to stay away from that because none of the questions in past papers has been on Re-engineering , it is mostly on Process improvement and Process Re-design [15:51:20] yaroslava: {Ysbq} thank you mann!!! [15:51:30] yaroslava: i think you are right [15:52:26] Ysbq: so what process redesigning can we undertake here [15:52:56] Ysbq: lets start from the delivery side [15:53:01] sanrac15: Part ii .We are going after a market decelopment strategy and we would have set goals, this must be linked to the process design to achieve the goals? [15:53:43] Ysbq: {sanrac15} ok u are discussing abt the next part of the question [15:53:55] Ysbq: {yaroslava} should be move on to that part [15:54:02] Ysbq: be=we [15:54:26] yaroslava: after you tell me abt the process redesign required [15:54:26] sanrac15: oops are we done with part i [15:54:50] yaroslava: {sanrac15} its ok we are geting there shortly [15:55:04] Ysbq: {sanrac15} we are just gonna finish with this part and move on to next part [15:55:55] yaroslava: value adding analysis [15:56:05] Ysbq: {yaroslava} well like we could eliminate the - Agree Delivery Date - Test Computer Process and - Arrange Delivery in Green Tech sales [15:56:13] sanrac15: I have just one hour with you all today so my mind is pushing me forward for my appt. I'm late. [15:56:22] Ysbq: and add the testing part in Xsys [15:56:52] Ysbq: and Directly Take the delivery to EIM [15:57:04] Ysbq: and the from EIM to Customer [15:57:24] yaroslava: so its about the solution? [15:57:32] Ysbq: yeah [15:57:55] Ysbq: we make suggests on what problems we have identified [15:58:08] yaroslava: bril [15:58:55] sanrac15: But where would Greentech be explioting it's capabilities in the new process. I'll like to understd that part. [15:58:56] yaroslava: maybe carryout our own credit checks [15:59:23] Ysbq: ok start from the ordering side , we see that first requirement checking is done and then credit check is done and payment is processed in a succeeding order [15:59:46] Ysbq: we can make them operate on simultaneous basis so time is saved [16:00:26] yaroslava: yeah [16:01:17] Ysbq: like we could suggest that the customer on initial stage should be provided with a form for capturing all details of Credit and Requirement and then these could be sent independently of different dept, for processing and these would be no delay [16:01:35] Ysbq: as every thing would be happening simultaneously [16:01:51] Ysbq: i guess that sums up the question [16:01:54] Ysbq: lets move on [16:02:15] sanrac15: ok [16:02:32] Ysbq: {sanrac15} do i make sense [16:03:06] yaroslava: {sanrac15} they are good at supplying components but they have a problem with the ordering of the fully assembling green computers. they just need to deal with this and this does not invlove using thier capabilities [16:03:39] Ysbq: PART (C) (ii) [16:03:39] sanrac15: (ysbq) yes. but I'm still unravelling some details but it's 8 mks so... [16:03:57] Ysbq: {sanrac15} 10 MARKS [16:04:15] yaroslava: {sanrac15} its a non-value adding process which upsets customers and needs correcting [16:04:48] sanrac15: Thanks to both of u. I got the picture now. [16:05:13] yaroslava: {sanrac15} i think what we have written is more than 10 marks. Identify abt 5 issues, solve those five issues. phew!!! [16:05:48] yaroslava: moving on [16:06:48] sanrac15: true. I missed savvy input yesterday, but yaroslava you are on the ball today. (ysbq) continue to encourage us. [16:06:53] Ysbq: ok in this part we have to link the process design with the Strategic Plannin [16:07:31] Ysbq: {yaroslava} {sanrac15} sure this session is due to the presence and motivation of members [16:07:51] yaroslava: {sanrac15} you are good yoself, dont short change yourself..we are interdepedent remember that!! [16:08:05] yaroslava: {Ysbq} true [16:08:37] yaroslava: i dont like revision on my own sometimes [16:08:44] sanrac15: thanks. I have been following up with u guys offline since March -Sess#3 [16:08:48] Ysbq: ok lets get to the question [16:09:44] Ysbq: linkage between the process design and Strategic Planning [16:10:22] Ysbq: Just to add note here that the are gonna persue Product Development as a Strategy [16:10:51] Ysbq: OOPs Market Development [16:10:57] sanrac15: The process must be working to support the stratedic plan. [16:11:51] Ysbq: yes Market Development is the Startegy hence , this strategy involves that the current products should be Targetted to new Markets [16:12:22] sanrac15: Market Dev so Greentech should be more interactive with its customers to know what they want [16:12:24] Ysbq: this means that they will have to improve their order processing and goods delivery processes [16:12:46] Ysbq: {sanrac15} yeah they should get regular feed akc [16:12:55] Ysbq: feedbacks [16:14:11] yaroslava: go on [16:14:17] sanrac15: Yeah. so at every point where we are losing cust. orders and increase cut. complaints should have a process to correct that. [16:14:18] Ysbq: they could use Technology such as CRM and SCM to know the requirements of the customer and send up to date information to the customer abt the components and there costs [16:14:58] sanrac15: (ysbq) true. [16:15:11] yaroslava: ya [16:15:27] Ysbq: Most Important Process that needs to be included in the processes of Sales is MARKET RESEARCH [16:15:41] Ysbq: Since they are seeking new MARKETS [16:15:53] Ysbq: as Market Development is there Strategy [16:16:23] Ysbq: guys what else can we add [16:16:25] Ysbq: here [16:17:02] sanrac15: no other right now. thinking [16:17:51] yaroslava: its all about meeting the customer need and specifications and this being a new market should be wiery of competition who could be strategically waiting on the wings [16:18:00] Ysbq: {sanrac15} think what is needed for market development and then we can incorporate them in proceses [16:18:40] sanrac15: Prof. Ag Wan suggested that they look at other sectors not just electronics. [16:19:08] yaroslava: It says in the that the WEB SERVICE IS STILL UNDER DEVELOPMENT [16:19:13] Ysbq: {sanrac15} yeah so this means that they need to hire multi talented slaes force [16:20:00] Ysbq: {yaroslava} yeah they can develop CRM and SCM, and link it to WEB interface available to customer [16:20:39] Ysbq: i have coverred it by saying that they could use Technology such as CRM and SCM to know the requirements of the customer and send up to date information to the customer abt the components and there costs [16:20:43] yaroslava: iF THEY ARE TO DEVELOP A MARKET NOT A PRODUCT THEY NEED TO HAVE A GOOD REPUTATION AND ALL THIS STARTS BY LOOKING AFTER THE CUSTOMERS NEEDS [16:20:49] sanrac15: yeah. because they already have the unique competences of assemb'g the quiet, low emmision ... [16:21:10] Ysbq: okay we have done it [16:21:14] yaroslava: sorry for the caps didn realise till i sent [16:21:37] Ysbq: it is a 6 marks question 2 marks are for Professional marks [16:21:46] yaroslava: wots SCM? [16:21:58] Ysbq: Supply Chain Management [16:22:00] Ysbq: brb [16:22:11] yaroslava: ha! [16:23:00] sanrac15: thanksyaroslavaI didn't spot that unknown apprev. [16:23:33] yaroslava: {sanrac15} me too till later [16:24:05] Ysbq: yeah i am here , sorry someone was at my door [16:24:35] yaroslava: {Ysbq} there is always someone at you do at this time [16:24:48] sanrac15: guys I have to leave. I hope others join ....porter, lotte77 and the rest. see u next week [16:24:54] Ysbq: {sanrac15} {yaroslava} we are building confidence to persue the business Process Change Questions [16:24:56] yaroslava: that wasnt bad guys [16:25:02] Ysbq: {yaroslava} lolz [16:25:23] Ysbq: lets do an other Business Process Change Question [16:25:34] yaroslava: {sanrac15} thank you for being here with us and your contrubition [16:25:57] yaroslava: {sanrac15} see you [16:25:57] Ysbq: {sanrac15} bye have a nice time [16:26:17] Ysbq: JUNE-2010 Question 1 Part (b.) [16:26:21] sanrac15: welcome. please continue the session. I'll be checking it later to see what we covered. [16:26:36] yaroslava: let me find it [16:26:59] Ysbq: u want me to send u the link [16:27:21] yaroslava: no got all mine rpinted [16:27:28] yaroslava: printed [16:28:18] Ysbq: STart Reading from System Review Heading in Question Script [16:28:23] yaroslava: haha, softones thus funny, wait [16:28:55] Ysbq: READING TIME 10 MIN - START NOW [16:29:03] yaroslava: i am ready. [16:30:27] Ysbq: JUNE -2010 QUESTION 1B. [16:42:45] yaroslava: you done? [16:43:19] Ysbq: well yeah [16:43:40] yaroslava: interesting process [16:44:15] Ysbq: {yaroslava} yeah [16:44:26] Ysbq: lets see the requirement [16:44:31] yaroslava: so we need to analyse the faults that causde the current probs [16:44:49] yaroslava: so let find then one by one [16:44:50] Ysbq: PART b. [16:45:06] yaroslava: yeah [16:45:26] Ysbq: it has stated the problems for us in the requirements we have to find why they exist [16:45:47] Ysbq: Lets Start with the First one [16:45:54] yaroslava: So low response to payments!! [16:46:57] yaroslava: The checks do not clear [16:48:01] Ysbq: yeah probably they can attract payments by demand Draft and pay orders so realisation of payment is secured [16:49:24] yaroslava: customers may not like having to go through the same process again with the finance dept, therefore see it as an inefficient system of renewing [16:49:38] yaroslava: leading to them not renewing [16:50:34] yaroslava: customers may not like to go through the clearing system which is itself a longwinded process [16:50:34] Ysbq: yeah [16:51:02] yaroslava: how about credit cards? [16:52:25] Ysbq: they are using credit cards u mean that all payments should be thru credit crads [16:52:35] yaroslava: the finance department could phone the client and rectify the situation instead of expecting them to start the renewal afresh, that could be another reason they may not renew [16:53:23] Ysbq: {yaroslava} well checks are usually not amended since this will lead to not honouring them at their banks [16:53:36] Ysbq: like u cannot sign their signatures [16:53:38] Ysbq: lolz [16:54:51] Ysbq: we can do sth which ACCA does when they ask for annual Subscription [16:55:12] Ysbq: like mail them pre--printed form so that they can fill in the details [16:55:23] Ysbq: so there are no mistakes [16:55:26] yaroslava: so why do you think they do now renew then..members could be an email away a jenkins says meaning they can be contacted to sort out the problems with checks and card, therefore renew instead of starting the same process over [16:55:49] yaroslava: thus what i am saying [16:56:32] Ysbq: ok we can simplify the process and concerntrate the payment acceptance and processing in the finance department [16:56:52] Ysbq: this would reduce time and save money [16:57:06] yaroslava: we are not looking for mistakes only se look at crm as well..these a leads they can close down [16:57:27] yaroslava: {Ysbq} true [16:57:55] Ysbq: ok lets move on to the next problem [16:58:21] Ysbq: - Despatch of renewal Reminders for People who have already paid [16:58:59] Ysbq: this is really bad even in real life to ask people for payment who have already paid u [16:59:37] yaroslava: the membership renewal system is automatic and is not monitored [17:00:10] yaroslava: that could be annoying for customers who do not need to renew as yet [17:00:53] yaroslava: {Ysbq} true, i will be mad [17:02:40] Ysbq: well what else can we add here [17:03:29] yaroslava: the membership department files it away thus inefficiency and may delay the renewal and hence earniongs delayed. they could be processing the renewals earlier than filling [17:03:47] Ysbq: on the swim lane there is only one box for membership renewal process [17:04:20] yaroslava: oh yeah [17:04:21] Ysbq: this means that we have to make a new process for membership renewal process [17:05:05] Ysbq: so that it incorporates everything aspect and addresess all issues [17:05:32] yaroslava: {Ysbq} i am with you [17:06:51] Ysbq: again we could design a form at the initial stage to capture whether a cusotmer wants to renew the membership in foloowing years and incase, if not then, they should include the feedback for the reasons why [17:08:26] Ysbq: and the membership department will in updated by recieving the details on the form , it would not have to have input from Finance dept . since finance dept, would operate indenpendently to persue dishonored checks [17:08:32] Ysbq: phew! [17:08:42] yaroslava: phew!!! [17:08:53] Ysbq: man these questions are though [17:09:28] yaroslava: practice, practice , practice as we are doing, then it becomes better [17:10:03] Ysbq: yeah practice makes a man perfect, Doesn't it [17:10:16] yaroslava: it does [17:10:17] Ysbq: Lets move to the last issue/problem [17:10:48] Ysbq: - The Failure to Send Renewal Invoices to members [17:11:04] yaroslava: where do we put the backlog problem, becoz that is cahs tied up in trays? [17:11:21] yaroslava: cash [17:11:53] Ysbq: u mean to say how we solve the payment issues [17:12:20] yaroslava: its is a fault but for which part? [17:13:10] yaroslava: it show inefficient staff and poor effectiveness of the process [17:13:13] Ysbq: well the renewal invoice should be linked to finance depsrt [17:14:48] Ysbq: and the membership update process should be independent of finace, since this information should be gathered at REnewal Invoice Stage by sending them a form that captures all information [17:16:04] yaroslava: what parag is this last one sorry, can find it anymore [17:16:40] yaroslava: {Ysbq} thus true what you said up there [17:18:48] Ysbq: {yaroslava} yeah the comminocation with the member is one way, i mean that it should include a from at this process so that they can keep the membership, rather than asking for payment only [17:19:28] yaroslava: the memberships that a recorded as lapsed are triggered by an unmonitored system and hence some members can get missed, maybe the system is outdated and needs renewing [17:19:51] yaroslava: or replacing at that [17:20:17] Ysbq: {yaroslava} yeah it could be said [17:21:06] yaroslava: this means they are missing on potential earnings and therefore their follow up system needs checking [17:21:52] Ysbq: yes they are really bad at cutomer retention and aquisition [17:21:58] Ysbq: acquisition [17:22:39] Ysbq: i guess that sums up all for today [17:22:50] yaroslava: yes and even Jenkins objectives sound like they have to change in order to get customers on their side [17:23:17] yaroslava: we have done well bro phew!! phew!! [17:24:03] Ysbq: {yaroslava} thanks a lot for participatiion and consistency , ur one that contributes massively to this session [17:24:15] yaroslava: do you think we have done enough case studies? i think we need a couple of 50markers to be sure [17:24:48] yaroslava: {Ysbq} thank you for being there and working steadfastly [17:25:35] Ysbq: well as the exams area approaching it means people will be wanting to do preparin on personal level to build confidence [17:25:36] yaroslava: what for saturday and sunday? [17:25:50] Ysbq: so i guess the next week will be last [17:25:53] yaroslava: i see [17:26:18] yaroslava: thus fine..but we can do a mock together if you want [17:26:37] Ysbq: of course we a have a session in June to sum up and share our knowledge [17:27:01] Ysbq: it depends on the people if they wnat i am here to hellp [17:27:10] yaroslava: cool, so case studies this coming weekend then? [17:27:26] Ysbq: keep posting on the p3 for problems [17:27:33] Ysbq: ok Next Session Lets see [17:27:42] yaroslava: we dont need people, its revision, they come thus fine, they dont thus thier loss [17:28:13] yaroslava: ok then, have a good day [17:28:18] Ysbq: DEC-2008 National Museum [17:28:24] Ysbq: Question 1. [17:29:20] Ysbq: this is for Saturday 0900 am UK time i will tell on Saturday abt the plans on Sunday