November 01, 2008

Operations Management Lesson 3 Exercise

This is a good time to complete a process map of your own and comment upon the findings. If you work in an area with high levels of contact with customers, you should think about extending the analysis into a service blueprint, which will define degrees of visibility of the process.

I have chosen one of the process described in the blog of lesson 2, this is the process of the booking and packing service of school books in a very well known big shopping company in Spain (El Corte Ingles). The activities that cover this process was implanted in Spain several years ago, but in the last years the strong competence of hypermarkets have forced to the company to redesign the activities and treat it as process. 

The main blocks of the process are shown in the following figure:

 Big Picture Booking Process

Each of these boxes are composed of several sub tasks (or sub-processes) and in the following figure are shown with more detail:


As it can be seen above, these flows describe the process of the service, but it is a service with some degree of product because one part of the service is to create a pack through a manufacture process. In the production phases are include the reception of material, in this case are books, and the picking and packing of them. Is important to remark that in its face of service is where there are defined some indicator of performance (KPIs) in order to know in which point of the process there are bottleneck or lost of efficiency. 

In terms of visibility, a very big part of the process has a low and medium visibility to customers.  For this type of services, is very important the interaction with the customer in order to reach accuracy with his requirements. In the reception is very important too the interaction, mainly when could be have some trouble in the process of packing. In adition is important to get the feedback of the customer and harvesting process.


Walley, P. (2008)  Operations Management Study Notes, Warwick Business School

Slack, N. et al. (2006) Operations and process management, FT Prentice Hall, London

El Corte Ingles. Web site (

- One comment Not publicly viewable

  1. Desmond Yarham

    Luis, thank you for the high level schematic, it provided general detail. The detailed process map clearly illustrated lines of visibility and was of the correct format. Good references.

    05 Nov 2008, 17:11

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