1. Mission
Our Mission is to provide our customers with the highest level of customer service by packing and shipping customer orders with zero defects.
Vision
Our Vision is to ship customer orders within 48 hours of receipt, packed to so merchandise is received undamaged, and with zero defects.

2. Charter
Mission – Our Mission is to provide our customers with the highest level of customer service by packing and shipping customer orders with zero defects.
Burning platform – High levels of customer service provides Student Crafts with marketing opportunities in open new markets and expanding their circle of influence.
Process Description – Orders are received from customers, merchandize picked, packed, and shipped.
Problem Statement – Current warehouse arrangement is an impediment to efficient picking, packing and shipping.
Sponsor – Tim Glotzbach
Process Owner – Deloris Reid
Team Lead – Deloris Reid
Facilitator – Richard Smith
Team – Deloris Reid, Charles Gipson, Cheryl Foegen, Hannah Storey, Kyra Robinson, Carly Dillow, Jessica Swafford, Aaron Shelton, Zachary Spicer.
IT solutions around the corner?

3. Retail phone customers
SIPOC
Suppliers Inputs Process Outputs Customers
Retail phone customers
BC Requests
Wholesale Customers
Broom Craft
Wood Craft
Weaving
Pottery
Phone
Internet
Fax
Mail
Verbal Request
Product Transfers
Production credit given to the department.
Customer Invoices
Craft Departments
Retail and wholesale customers
Internal requestors
Transfers entered in the ERP system
Orders received are entered in the ERP system.
Orders/Picklists are printed daily and given to the warehouse team for picking, packing, and shipping.
Constrained by warehouse arrangement.

4. Hi-Level Process Map
Received orders are entered into the ERP system
Daily orders are batch printed and queued for the picking / shipping process
Customer orders are printed, picked, packed, and shipped.
Customers are invoiced for shipments
Transfer orders are entered into the ERP system.
Transferred merchandize is inspected and stored in warehouse location
Production credit is given to the craft production area

5. SWOT Analysis Internal External Strengths Weaknesses Opportunities
Enthusiastic student work force and staff
Autonomous control over work place
Creative craft environment
Student work force is not available 8 hours / day
Limited resources to be employed to make changes
Current customer service level is sporadic
Lost market share because of poor customer service
Internal
Strengths
Weaknesses
Opportunities
Threats
External
Capture new market segments
Outside sources for craft items could capture market share
Berea craft perception of quality could erode because of poor customer service

6. BEFORE

7. AFTER

8. BEFORE

9. AFTER

10. BEFORE

11. AFTER

12. BEFORE

13. AFTER

14. BEFORE

15. AFTER

16. Project Team

17. Report Out Notes
Organized storage to facilitate more efficient picking and packing – flow processing of orders.
Moved shipping to a separate location.
Improved broom storage capacity.
Freed up 90 square feet of space to be used for special projects.