Process Management

Paper Summary:

This paper constitutes a study of process management as related through a case study for a furniture company attempting to cut damaged product returns and costs. Through extrapolating realistic scenarios and data, a case is built for how such a study would proceed and what the results might be. The "findings" show that route schedules and tracking processes are likely at fault for the returns due to damaged goods.

From the Paper:

"This report constitutes the report of methods and findings for a study of American Signatures Furniture Store #021, conducted between January and March, 2006. The report was commissioned by American Signatures management to determine why Store #021 was experiencing higher costs due to damaged furniture returns. The Problem Management asked the consultant to determine whether store personnel, off-load/on-load processes, shipping and storage, and/or clientele characteristics were responsible for the higher damage claim costs. Scope of Study The study focused exclusively on Store #021, although comparative analysis was allowed if necessary to clarify an issue."

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