1. MIS – IADM 410 WCA Framework (Work Centered Analysis)

2. What is a Framework ?  Map of how to look at at situation  Gives us direction  Helps us ask the right questions  Keeps us focused  Makes the analysis easier

3. What do we use the Framework for ?  To look at a business process  To analyse how things are done  To document the process  To evaluate if the process is working properly  To make the process better

4. Is this the only way ?  Nope – but it ’ s a good way  Must I follow the Framework exactly ?  Yes & No  Yes – to the major headings  Yes – to the Analysis Process  Yes – to the case format  No – to the specific sub-categories

5. How do we start using this thing ?  First – don ’ t panic  Second – transfer out of the course  Third – you don ’ t have to memorise this thing  Fourth – read it carefully

6. WCA (Work Centered Analysis) Framework ContextInfrastructure Customers Technology Information Participants Products Business Process

7. WCA Framework – Analysis Process OverviewProblems Causes ImpactStrategiesSelection of Strategy Justification of Strategy Customers

9.  Overview: Internal (none) External: Purchaser  Problem: The client is not impressed with the service  Causes: The salesperson is not trained properly  Impact: The client may not return  Strategies: Give free food, apologize to customer, do survey  Selection: Do Survey  Justification: Tells us more about our problem  Adv: We know the level of the problem  Disadv: Takes time and may not be true results Customers InternalExternal

10.  Overview: Burgers & Fries  Problems: No problem with the product  Causes: N/A  Impact: N/A  Strategies: None required  Selection: N/A  Justification: N/A Products Hamburger

11.  Overview: Here you do a detailed analysis of the process  Description of what takes place  Wording of the process  Flowchart (supports the wording- place as attachment)  Problem: Not looking a the customer and smiling  Causes: Not happy in their job – job is boring  Impact: Customers are unhappy with service  Strategies: More training, change the procedure, fire the employee  Selection: More Training  Justification: Gives more confidence to employee  Adv: Happier employeeDisadv: Takes time Business Process Serving the Customer

12.  Overview: Salesperson takes order – Burger maker makes burgers  Problems: Not giving good customer service  Causes: Improper training  Impact: Customers are unhappy with service  Strategies: More training, fire the employee, pay more money  Selection: More training  Justification: Gives more confidence to the employees  Adv: Happier employee & Customer  Disadv: Takes time & Costs money Participants SalespersonBurger Maker

13.  Overview: How is the order received and transmitted  Problems: Not paying attention  Causes: May get the order incorrectly  Impact: Unsatisfied Customer  Strategies: Training, write policies, don’t change  Selection: Training  Justification: Will deliver better customer service  Adv: Customer gets more professional service  Disadv: Have a lot of people to train Information Customer’s Order

14.  Overview: The cash register is used to process order  Problems: Does not allow for making separate orders  Causes: Customer has to order twice  Impact: Customer Annoyed  Strategies: Buy new register, don’t change, reprogram  Selection: Reprogram cash registers  Justification: Less costly and most effective  Adv: We already have the equipment  Disadv: Lot’s of cash registers to change and it’s old technology Technology Cash Register

15.  Overview:This is a fast food business – large Franchise  Problems: Everything is done the same way – no uniqueness  Causes: Does not allow for self-initiative  Impact: No differentiation in service offered  Strategies: Change service technique, no change  Selection: No change  Justification: Fast food – move them out quickly  Adv: No cost  Disadv: Other fast food companies are changing Context GovernmentCulture

16.  Overview: Head Office decides and controls  Problems: They are not there all the time  Causes: Do not see what really happens with service  Impact: Some customers get poor service  Strategies: Hire more auditors, don’t change, put in cameras  Selection: Don’t change  Justification: If you do proper training, that should do it  Adv: No need to hire more people  Disadv: How do you know the training is working? Infrastructure Head Office

17. The many faces you will make when having to write the report

18. Case Format  Executive Summary  Analysis  Implementation

19. Executive Summary  One or Two pager  Gives overview  Must be precise  Written for executives  Tell them the story so they can make decisions

20. Analysis  Use the WCA framework  Same as we just reviewed  Organise your work for easy reading  Double spaced  Headings  Proper groupings

21. Implementation  This is where you show the new Process  It ’ s an Action Plan  You consider all the factors  Training  Budget  Resources  Impact on morale  Ease of transition