BUSI 830 Liberty WK 7 In App Delivery Time of Business Enterprises Case Study

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BUSI 830

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BUSI 830 DMAIC CASE STUDY (DRAFT) ASSIGNMENT INSTRUCTIONS OVERVIEW In this module we will develop a business-facing DMAIC-based case study. The seven article readings and your own supporting research have provided a variety of example designs to include single-case holistic to multiple-case embedded case studies. You may submit your DRAFT as many times as desired for the SafeAssign originality checker. (HINT: The more substance you provide in this DRAFT, the more feedback you can receive. The purpose of this DRAFT and the assignment’s points significance are to ensure you make sufficient progress and receive at least some contextual feedback on something more than a simple heading outline. Ultimately this early progress and significant feedback should lead to better FINAL project scores.) INSTRUCTIONS After reviewing the Learn material for the Module: Week, in current APA format: Craft an outline and topic sentences and planned Lean Six Sigma Tools (or DRAFT) of a project-team (no Kaizen approach) DMAIC Case Study that ultimately will integrate Lean Six Sigma tools and biblical worldviews (See Module/Week 8 - DMAIC (FINAL) Case Study Assignment Instructions and rubric for more details). Finally, carefully review the DMAIC (DRAFT) Case Study Assignment Rubric for the expected degree of completeness for this DRAFT (a substantial amount of research should be completed). Required Format There is no minimum word count requirement, but the DRAFT needs to be written with these main sections: Cover page Abstract Introduction Case Study ‘Plan’ Define Phase Measure Phase Analyze Phase Improve Phase Control Phase Conclusion References Other Requirements Materials submitted to fulfill requirements in one course may not be submitted in another course. Concerns about the propriety of obtaining outside assistance and acknowledging sources should be addressed to the instructor of the course before the work commences and as necessary as the work proceeds. Page 1 of 2 BUSI 830 • • • • The cover page must include this statement as an author’s note: “By submitting this assignment, I attest this submission represents my own work, and not that of another student, scholar, or internet source. I understand I am responsible for knowing and correctly utilizing referencing and bibliographical guidelines. I have not submitted this work for any other class.” In addition to the course textbook(s) and the Bible, this paper must include at least 10 references from scholarly articles that have publication dates no older than 5 years. Do not use any books other than the Bible and the textbook. Do not conduct interviews. There should be at least the scripture of one planned biblical integration. Submit your final document for grading with file name syntax: Last NameFirst Initial Project#. For example: PhilebaumJ Project7.doc (no .pdfs) Grading Metrics Consult the accompanying rubric for how your instructor will grade this assignment. Also, any form of plagiarism, including cutting and pasting, will result in zero points for the entire assignment. All quoted materials must be properly cited in current APA format. Note: Your assignment will be checked for originality via the Turnitin plagiarism tool. The tool is a starting point for instructors to check overall Academic Integrity and higher scores generally indicate a higher probability of Academic Misconduct. The higher a score, the higher the probability that there are too many quotations included in the narrative, and/or there are passages that have not been properly cited. Page 2 of 2 BUSI 830 DMAIC CASE STUDY (FINAL) ASSIGNMENT INSTRUCTIONS OVERVIEW In this final Module: Week, you will synthesize the qualitative research methodology of Case Study research (and applications) (Yin, 2018) as well as the practical use of Lean Six Sigma (Hall & Scott, 2016; George et al., 2005) to develop a business-facing DMAIC-based case study. Also, the seven article readings and your own supporting research has provided a variety of example designs to include single-case holistic to multiple-case embedded case studies. INSTRUCTIONS After reviewing the Learn material for this Module: Week and review of the rest of the course, in current APA format, design a comprehensive (non-Kaizen) DMAIC Case Study integrated with Lean Six Sigma tools and biblical worldviews. This must include a plan overview section, as well as design, measure, analyze, improve, control phases. Create a real-world case (that is, make sure the story is believable, i.e. it consists of sequence of time and events, problems and issues to solve, identities [positions/titles] and so on.) Sanitize all names and use only fictitious data. Use at least 3 Lean Six Sigma tools (George et al. (2005) by chapter [e.g. a value stream mapping and process flow tool, a data collection tool, an identifying and verifying causes tool, etc.]) and show your work (i.e. if using a value stream map, measurement selection matrix, scatter plot, etc.; design a graph, chart, or figure as appropriate, insert, and refer to such as per APA.) If there could be any doubt, the emphasis of this project is the DMAIC Case Study process. (HINT: The Cabrita et al. (2016) article serves as an excellent example.) Required Format This 2400 minimum, 3000 maximum word paper needs to be written with these main sections: Cover page Abstract Introduction Case Study ‘Plan’ Define Phase Measure Phase Analyze Phase Improve Phase Control Phase Conclusion References Other Requirements Materials submitted to fulfill requirements in one course may not be submitted in another course. Concerns about the propriety of obtaining outside assistance and acknowledging sources should Page 1 of 3 BUSI 830 be addressed to the instructor of the course before the work commences and as necessary as the work proceeds. • • • • • • • • • • • • • The cover page must include this statement as an author’s note: “By submitting this assignment, I attest this submission represents my own work, and not that of another student, scholar, or internet source. I understand I am responsible for knowing and correctly utilizing referencing and bibliographical guidelines. I have not submitted this work for any other class.” In addition to the course textbook(s) and the Bible, this paper must include at least 10 references from scholarly articles that have publication dates no older than 5 years. Do not use any books other than the Bible and the textbooks. Do not conduct interviews. There should be at least one instance of biblical integration (at least one scripture reference). In-text citations are required to support your statements, points, assertions, issues, arguments, concerns, paragraph topic sentences, and statements of fact and opinion. The required cover page, abstract and the reference pages are not included in the required assignment word count but are required as part of your paper. The APA required abstract and conclusion section headings and subject headings (see above) are expected. For papers this length, there should be at least three (3) ‘levels of headings’. The introduction and conclusion sections should not be longer than ½ page each since the assignment is short in word count. The required abstract should be written as a stand-alone document and not written as an introduction since an introduction section is required. Therefore, refrain from using phrases such as, “in this paper,” and do not use citations. See example in APA manual. Sources of information from Wikipedia, dictionaries, and encyclopedia will not be accepted. Paragraph lengths: Each paragraph should have a topic sentence unless it continues from or provides support to the prior paragraph. A paragraph is defined in this course as being at least 4 sentences in length. All parts of the assignment must be based on scholarly and biblical literature. Avoid clichés, slang, jargon, exaggerations, abbreviations, figurative language, and language that is too informal and too subjective. Submit your final document for grading with file name syntax: Last NameFirst Initial Project#. For example: PhilebaumJ Project8.doc (no .pdfs) Grading Metrics Consult the accompanying rubric for how your instructor will grade this assignment. Also, any form of plagiarism, including cutting and pasting, will result in zero points for the entire assignment. All quoted materials must be properly cited in current APA format. Note: Your assignment will be checked for originality via the Turnitin plagiarism tool. The tool is a starting point for instructors to check overall Academic Integrity and higher scores generally indicate a higher probability of Academic Misconduct. The higher a score, the higher the Page 2 of 3 BUSI 830 probability that there are too many quotations included in the narrative, and/or there are passages that have not been properly cited. Page 3 of 3
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1
Outline
Title: Business-facing DMAIC-based case study
Specific Purpose: In-App Delivery Time of Business Enterprises: Customer Satisfaction and Process
Improvement
Introduction: Discussion of the case study background and the methods to be used in analysis

Body
Case Study ‘Plan’

Paragraph 1: Case study definition and audience.
Methodology

Paragraph 1: The study will include both qualitative and quantitative techniques in its analysis and
SPSS 25 software will be used to process and analyze the collected data.
DMAIC and Lean Six Sigma Tools

Paragraph 1: Discussion of the application of DMAIC and Lean Six Sigma tools in the case study
DMAIC and Lean Six Sigma Tools

Paragraph 1: A reflection on the DMAIC phases and lean six sigma tools to be used
Ethics of Lean Six Sigma

Paragraph 1: Discussion of Lean Six Sigma (LSS) principles are focused towards satisfying the
customer
Define Phase

Paragraph 1: Discussion of hypothesis, data, stakeholders, and objectives


Business-facing DMAIC-based case study
Name:
Course:
Institution:
Date:

In-App Delivery Time of Business Enterprises: Customer Satisfaction and Process
Improvement
1. Introduction
During the pandemic, in-app purchases are encouraged. In January 2021, the operations manager
of fish retail store F realized there was a reduction of reordering rates. Therefore, business-facing
DMAIC (Define–Measure–Analyze–Improve–Control)-based case study was proposed to help
enhance process improvement in retail store F as they are finding it difficult to maintain
customer loyalty. According to Pereira et al. (2019), optimizing the internal processes of a
business enterprise is a critical factor and the continuous changes in the digital market also
demand for an integration of Lean Six Sigma tools to increase system efficiency. Therefore, a
lean six sigma DMAIC case study is proposed to be used in increasing in-app purchases
customer satisfaction, providing high quality services with improvement on lead times.
2. Case Study ‘Plan’
2.1. Case Study Definition and Audience
2.1.1. Case Study Definition
The case study will use an integrated lean six sigma DMAIC approach to analyze data
concerning lead times from in-app purchases of retail store F. The problems found in this case
study include in-app reordering rate reduction and low app ratings from numerous customers.
The customers had used the app to order fish and fish products from retail store F. The overall
satisfaction state from looking at customer reviews is not encouraging for the retail store.
2.1.2. Case Study Audience
The operations manager is alarmed over the increasing incidence of customers that provide low
rating scores after making a purchase. The prepared report will be used by the marketing,

logistics, and operations department to make informed decisions concerning process
improvement in retail store F. The store manager will find the analysis to be vital and the report
will provide important insights concerning effectiveness in service delivery to customers and
techniques of increasing customer loyalty. Fish retail store F is deficient of numerous structural
performance practices which account for reduction in reordering rate and the report is meant to
conduct a deep analysis to improve product flow in retail store F (Cannella et al., 2018). Also,
the employees will find the report to be beneficial concerning their work rate and response
aptness concerning in-app orders. According to George et al. (2005), Lean Six Sigma (LSS) tools
will help increase effort towards process improvement for fish retail store F.
2.2. Methodology
The study will include both qualitative and quantitative techniques in its analysis and SPSS 25
software will be used to process and analyze the collected data. Data collection will take not
more than five days and it involves studying the consumer shopping habits from the app which
will provide the essential data required. The operations manager will ensure that vital data for the
case study is available and with a coordination of the staff in the operations department to work
together in providing waiting times (WT) to fish delivery from the initial placement of an order.
Also, the app analytic section will provide another essential information concerning reordering
and the responses in this section will involve a dichotomous variable with answers of yes or no
representing if a customer reorders again or not. Afterwards, the team will be applying Lean Six
Sigma tools to analyze customer data and the DMAIC phases will help in sticking to the
structure of process improvement without skipping any step (Trimarjoko et al., 2020). Customer
satisfaction measurements are considered vital hence they are the required outcomes in this
DMAIC case study. Fish retail store A is on the brink of losing numerous important customers

who were once loyal to the store which calls for an effective methodology that delves deep into
their concerns to find a viable and sustainable resolution. Therefore, the Lean Six Sigma
systematic framework is engaged with statistical methods to improve the DMAIC process
enhancing timeliness and cost-effectiveness.
2.3. DMAIC and Lean Six Sigma Tools
Customer satisfaction and process improvement process in this case study is vital and the
application of DMAIC and Lean Six Sigma tools is aimed at achieving them. In the define phase
of the case study, voice of the customer (VOC) and critical to quality tree tools will be used. In
the measure phase, a value stream map will be used in visualizing every component required in
improving the lead time and in this way the process can be optimized (Huang et al., 2019). The
analyze phase will integrate the failure modes and effects analysis (FMEA) LSS tool with
boxplots and scatter plots from SPSS software helping to show variation and how data is
distributed. The improve phase will further utilize SPSS software simulations, brainstorming,
and priority solutions to reduce lead time and put measures in place to improve customer
satisfaction. Lastly, the standard operating procedure will be used in the control phase of
DMAIC.
DMAIC Phases

LSS Tools to be used

Define

Voice of the customer (VOC) and critical to
quality tree tools

Measure

Value stream map

Analyze

FMEA, boxplot, and scatter plot

Improve

Simulations, brainstorming, priority solutions

Control

Standard operating procedure

Table 1: LSS tools to be used in DMAIC Phases
2.4. Ethics of Lean Six Sigma
Lean Six Sigma (LSS) principles are focused towards satisfying the customer and this makes the
retail store management to look at the project through the customer’s eye. Therefore, for LSS to
work effectively, the managing team should change their way of working, executing, planning,
and thinking for the results to be achievable (Ishak et al., 2019; Pereira et al., 2019). The ethical
perspectives applied in this case study include words such as focus, balance, productivity, and
fulfilment which are associated with biblical knowledge that always guides people in doing what
is right to achieve improved efficiency in process improvement (Testament, 2015). Therefore,
Jesus as our leader, served as an example towards the application of the above ethical
perspectives which the departmental managers of the Fish retail store F should replicate in
serving their customers.
3. Define Phase
3.1. Hypothesis and Data
The business-facing DMAIC (Define–Measure–Analyze–Improve–Control)-based case study is
about lead time and reordering rates in the in-app purchases of fish products for retail store F.
The hypothesis of the study is: Ho: Reducing the lead time will not increase customer
satisfaction Ha: Reducing the lead time will increase customer satisfaction. The operations
manager, after realizing a negative trend with reordering rate for in-app purchases, suggested that
the fish retail store F undergo a Lean Six Sigma DMAIC process to improve quality of service
and find techniques to reduce lead time. The customer data in the app’s analytic tool are bad and
93 percent of the bad reviews are complaining about the delay in fish delivery from the day they
put an in-app order. With the use of a built-in app tracking tool, the number of complainants who

do not reorder keep on increasing. For that reason, the definition of this project was
accomplished by the operations manager and he suggested the projected be given the first
priority since the fish retail store was losing customers at a very high rate.
3.2. Stakeholders and Objectives
The stakeholders of this case study are taken to be the store manager, the departmental head...


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