MGMT 4800 - What type of process is described, order to cash

1.7 Further Exercises

Answer the following questions: Exercise 1.6 - Consider the following process in a Pharmacy

1. What type of process is described: order to cash, procure to pay, issue to resolve?

2. Who are the main "participants" in this process?

3. What are the tasks of this process?

4. What value does the process deliver to its customer(s)?

5. What are the possible outcomes of this process?

6. Taking the perspective of the customer, what performance measures can be attached to this process?

7. What potential issues do you foresee this process might have? What information would you need to collect in order to analyze these issues?

8. What possible changes do you think could be made to this process in order to address the above issues?

9. Most importantly, briefly explain how this concept of process definition and development ties into Norton & Kaplans Linking the Balance Scorecard to Strategy.