OIS 5000

Case Study Deliverable #1 Process Hierarchy

Sidhaant Savara - U0707327
Kyle Kesler
1. Printer
1.1. Printer Management
1.1.1.Identify and Maintain Printer
1.1.1.1.
Maintain Printer
1.1.1.1.1.
Identify Printer
1.1.1.1.2.
Perform routine maintenance
1.1.1.1.3.
Stock printer supplies
1.1.1.2.
Process Printer Jobs
1.1.1.2.1.
Rerun defective items
1.1.1.2.2.
Printer order onto material
1.1.1.2.3.
Provide printed material to finishing team
2. Finance and Accounting
2.1. Financial Management
2.1.1.Strategies
2.1.1.1.
Perform annual, quarterly and monthly budgeting
2.1.1.2.
Create updated financial forecasts
2.1.1.3.
Budget additional spending
2.1.2.Financial Tracking
2.1.2.1.
Evaluate financial performance
2.1.2.2.
Manage financial model with updated numbers
2.1.2.3.
Track budget vs Actual
2.2. Accounting
2.2.1.Controller Functions
2.2.1.1.
Establish policies
2.2.1.2.
Create internal controls and procedures
2.2.2.Accounting Functions
2.2.2.1.
Perform cost accounting
2.2.2.2.
Analyze delinquent account information
2.2.2.3.
Approve payments
3. Sales Management
3.1. Product Management
3.1.1.Monitor demand
3.1.1.1.
Manage demand and services
3.1.1.2.
Evaluate sales results
3.1.2.Customer Engagement and Standards
3.1.2.1.
Create and establish customer terms and conditions
3.1.2.2.
Monitor customer satisfaction
3.1.2.3.
Evaluate customer satisfaction
3.1.2.4.
Update customer terms and conditions based on customer feedback
4. Accounts
4.1. Billings
4.1.1.Customer Revenue
4.1.1.1.
Process customer credit
4.1.1.2.
Generate customer billing information
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4.1.1.3.
Send invoices to customers
4.1.1.4.
Resolve billing issues
4.1.1.5.
Maintain account history
4.1.1.6.
Receive and deposit customer payments
4.1.1.7.
Process payments
4.1.1.8.
Establish revenue recognition policies
4.1.2.Payables
4.1.2.1.
Respond to accounts payable inquiries
4.1.2.2.
Process payments to third party vendors
4.1.2.3.
Process taxes
4.1.2.4.
Audit invoices and key data in AP system
4.2. Transactions
4.2.1.Journal Entries
4.2.1.1.
Update journal with updated transaction information
4.2.1.2.
Reconcile trail balance on a daily basis
4.2.1.3.
Post payments from Receivables and Payables into the Journal
4.2.1.4.
Prepare monthly financial statements
4.2.1.5.
Mange cash account
4.2.2.Reporting
4.2.2.1.
Update financial reports on a monthly basis
4.2.2.2.
Present report to senior management
4.3. Other Ad Hoc
4.3.1.Payment Issues
4.3.1.1.
Process payment rebates
4.3.1.2.
Settle accounts with internal parties
4.4. Staff Accountant
4.4.1.Assisting Accounting department
4.4.1.1.
Payroll administration
4.4.1.2.
Report time
4.4.1.3.
Manage pay
4.4.1.4.
Process payroll
4.4.1.5.
Process expense reimbursement
5. Sales Associate
5.1. Purchase and Sales
5.1.1.Purchases
5.1.1.1.
Create PO
5.1.1.2.
Distribute PO
5.1.2.Services
5.1.2.1.
Generate service orders
5.1.2.2.
Manage service orders
5.1.2.3.
Develop service orders
6. Human Resources
6.1. Polices
6.1.1.Development
6.1.1.1.
Develop compensation plans
6.1.1.2.
Create a succession plan
6.1.2.Enforcement
6.1.2.1.
Administrate HR policies
6.1.2.2.
Review policies among all staff members
6.2. Recruiting
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6.2.1.Outreach Program
6.2.1.1.
Develop recruiting program
6.2.1.2.
Perform recruiting activities
6.2.1.3.
Determine job need and opening
6.2.1.4.
6.2.2.Onboarding
6.2.2.1.
Interview candidates
6.2.2.2.
Introduce candidates to direct supervisors
6.2.2.3.
Send out job offers
6.2.2.4.
Collect required documents from new hires
6.3. Employee Management
6.3.1.Tracking
6.3.1.1.
Monitor employee performance
6.3.1.2.
Reward employee based on performance
6.3.1.3.
Conduct annual follow up interviews
6.3.2.Engagement
6.3.2.1.
Develop motivational programs
6.3.2.2.
Increase employee engagement with other employees
6.3.2.3.
Introduce employee benefits
7. Marketing
7.1. Branding and Product Deployment
7.1.1.Brand Management
7.1.1.1.
Develop wholesaler relationships
7.1.1.2.
Perform customer and market analysis
7.1.1.3.
Manage channel relationships
7.1.1.4.
Campaign management
7.1.2.Product Dev
7.1.2.1.
Develop product
7.1.2.2.
Launch product
7.1.2.3.
Manage pricing
7.1.2.4.
Analyze competition and financial conditions
7.2. Design
7.2.1.New product art work
7.2.1.1.
Design art and graphic
7.2.1.2.
Modify logo
7.2.1.3.
Work with client on logo requirements
7.2.1.4.
Finalize logo
7.2.1.5.
Save updated information on shared network
8. Facilities
8.1. Management of Facilities
8.1.1.Existing Space
8.1.1.1.
Mange
8.1.1.2.
Design
8.1.1.3.
Regular upkeep
8.1.1.4.
Mange modifications
8.1.1.5.
Change function of existing assets and workspace
8.1.2.New Space
8.1.2.1.
Find new property
8.1.2.2.
Negotiate terms for new facilities
8.1.2.3.
Manage construction
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8.1.2.4.
Acquire workspace and required assets
9. Executive Team
9.1. CEO Management
9.1.1.Executive
9.1.1.1.
Formulate company mission
9.1.1.2.
Develop overall mission statement
9.1.1.3.
Communicate mission
9.1.1.4.
Set business strategies
9.1.1.5.
Identify social and cultural changes
9.1.2.Financial
9.1.2.1.
Determine market share
9.1.2.2.
Track financial performance
9.1.2.3.
Set financial targets
9.1.3.R&D
9.1.3.1.
Access new technology innovations
9.1.3.2.
Long term business development
9.1.4.Organizations
9.1.4.1.
Develop new goals
9.1.4.2.
Set organizational goals
10. Sales Reps
10.1.
Lead Generation
10.1.1. New Leads
10.1.1.1. Generate new leads
10.1.2. Existing
10.1.2.1. Identify upsell opportunities among existing customers
10.2.
Customer Service
10.2.1. Existing
10.2.1.1. Mange sales accounts
10.2.1.2. Collect and maintain customer information
10.2.1.3. Solicit customer feedback
10.2.1.4. Process customer requests
10.2.1.5. Respond to customer feedback
10.2.1.6. Expedite orders and satisfy inquires
10.2.2. New
10.2.2.1. Generate new leads
10.2.2.2. Follow up on possible customers
10.2.2.3. Convert new customers to clients
10.3.
Relationship Management
10.3.1. Wholesalers
10.3.1.1. Exchange data and graphic with wholesalers
10.3.1.2. Validate accuracy of art and layout with wholesalers
10.3.1.3. Provide pricing estimate to wholesalers
11. Logistics
11.1.
Shipping
11.1.1. Outbound
11.1.1.1. Plan
11.1.1.2. Transport
11.1.1.3. Deliver
11.1.1.4. Send tracking information to Wholesalers
11.1.2. Inbound
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11.1.2.1. Authorize and process returns

11.1.2.2. Give tracking and sales orders to sales reps
12. Production
12.1.
Warehouse Management
12.1.1. Inventory tracking
12.1.1.1. Determine stock availability
12.1.1.2. Process backorders and updates
12.1.1.3. Provide tracking information
12.1.2. Inventory Management
12.1.2.1. Mange master production schedule
12.1.2.2. Develop Inventory strategy
12.1.2.3. Mange raw material
12.1.2.4. Access production performance
12.1.2.5. Execute detail line schedule
12.1.2.6. Create resourcing plan and schedule
12.1.2.7. Verify that inventory and material are available
12.1.2.8.
12.2.
Supplier Management
12.2.1. Maintain relationship with Suppliers
12.2.1.1. Select suppliers
12.2.1.2. Identify supplier capacity
12.2.2. Delivery
12.2.2.1. Mange order fulfilment
12.2.2.2. Create service order fulfillment schedule
12.2.3. Inbound
12.2.3.1. Monitor inbound material flow
12.2.3.2. Monitor inbound delivery performance
12.2.3.3. Mange flow of returned products
12.3.
Others
12.3.1. Ad-hoc Responsibilities
12.3.1.1. Mange incidents and problems as they arise
12.3.2. Display Material
12.3.2.1. Order print media
12.3.2.2. Order hardware

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Process Prioritization
Matrix

Selection Criterion Weight (1-10)

Processes
Inventory Management
Rush Order Management
Workflow Management
Quality Assurance

Internal Impact
(Employees)

External Impact
(Clients)

Improvement
Feasibility

(0,1,3,9). 1=Very little

impact, 9=Significant
Impact

(0,1,3,9). 1=Very little

impact, 9=Significant
Impact

(0,1,3,9). 1=High
Effort/Highly Complex,
9=Low Effort/Simple

Current State
Performance

Financial value from

Improvement

(0,1,3,9). 1=High Quality,

High Effectiveness &
(0,1,3,9). 1=Minimal
Efficiency, 9=Low Quality,
value, 9=Significant value
Low Effectiveness and
Efficiency

2
Score

9
3
9
3

3
1
3
0

1
3
1
9

3
3
9
3

9
9
9
9

52
34
58
36

Relative
Ranking
2
4
1
3

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