BUSINESS PROCESS

BUSINESS PROCESS CHANGE PLAN



Business Process Change Plan

Q#11 Discover and describe at least 3 key performance indicators (KPI) for the suggested process change that must be continuously measured to ensure success.

KPI#1 Customer Satisfaction

Apple's segmentation approach is not only towards their products but also their customers. The segment includes three categories: large and medium sized companies, educational and government organizations, and small businesses and consumers. These approaches helped sales team to focus on required knowledge and to customize service level. Their orders are recorded via phone, internet which provides the company with preferences on models or services. By collecting all the valuable information from customers to form a database, Apple evaluates and adjusts their products to suit market's latest trends. Future designs will be more customer-oriented other than just desire from industry (Barney, 2006).

KPI #2 Operational Efficiency

Apple's direct selling strategy allows the company to customize each of computer/servers base on requirements of different users among different segments. This ensures customers are obtaining what they are anticipating. Apple builds computers by using just-in-time and build-to-order systems. That has made warehousing cost negligible. Furthermore, Apple response is quicker than its competitors whenever there are new technology or technique problems. Customers who require specific new items can customize from Apple rather purchase an already-built machine from retailer which might not suit them. The focus on direct selling concept shapes company towards better customer experience over competitors.

KPI#3 Competitive Strategies

Apple's philosophy of dealing with customers directly has leaded company to become one of the largest computer manufacturer and service provider in the world. The cost leadership and differentiation strategies had helped the company to capture a large portion of market share over competitors in the short period of time. The methods of JIT and BTO allow Apple to sell computers to customers at low cost compare to other retailers. People order online at their website provides advance payment for the company to pay suppliers for parts that the computer will need to build (Barney, 2006).

Q#12 Conduct research (using the Kaplan Library or the Internet) to compare and contrast Six Sigma, the Balanced Scorecard, and ISO9000/9001 as different methods of preparing performance and completion metrics. Metrics is performance markers, utilized at different intervals during the process timeline, to measure adherence to schedule and attainment of goals.

Six Sigma

Six Sigma is a strategy used within the business to manage quality. It is applied across various sectors. ...