Deloitte ERS presentation

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Deloitte ERS Mentorship Program Sharon Liao Zi-Yi Chen Tian-Nong Jiang Xiang-Ting Ceng Jimmy Chu 11

Transcript of Deloitte ERS presentation

Deloitte  ERS  Mentorship  Program

Sharon LiaoZi-Yi ChenTian-Nong JiangXiang-Ting CengJimmyChu

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Outline

• At  the  beginning   of  this  great  journey• Scenario  Introduction• Process  Analysis

• Fish-­‐bone  Graph  – A  useful  tool

• Define  the  problems• Our  suggestions• Conclusion

• Sharing

Companies  have  some  problems

Consultant

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What  does  a  consultant  do  ?

A  new  customer  service  complained   that  …

Delivery  delayed

Order  quantity  ≠  delivery  quantityQuality  deterioration

Problem  came  …

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Customers  paid  cashbut  cash  flow  ≠ AR

Lack  of  customer  complaint  lists  recordwhen  the  mission  completed

Purchasing  number  were  highso  did  the  paying  price  

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Problem  came  … (cont.)

Purchase

Check  inventory

Quality  management

Deliver  goods

Order

Sales

Payment

Customercomplaint Process

Closed

Cashier

Accountant

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Purchasing  and  sales  process

• Created  by  Kaoru  Ishikawa  (1968)  that  show  the  causes  of  a  specific  event.

• Common  uses are  product  design  and  quality  defect  prevention   to  

identify  potential  factors  causing  an  overall  effect.

• Listing  potential  problem

• Making  sure  no  information   is  ignored

Quality  Deterioration  

People Manufacture Supply

Environment Work Statistic 7

Fish-­‐bone  Diagrams

Inventory  Loss

Stolen

Lost

Never  be  there

Taken  by  employee

Stolen  by  other  peopleWrong  Placement

Delivery  without  Recording

Record  error

Lost  when  delivery

Record  Permission

Monitor

Access  Permission

Entering  Record

Management  System

Fixed  Position

Modify  Permission

Stocktaking  Impreciseness

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Analysis

• Arranging  all  the  information  we  have

• Analyzing  each  problem  step  by  step  to  find  the  specific  causes

• Thinking  in  logical  way

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After  analyzing  each  problem  with  fishbone  diagram…

Define  the  problemsProblems Possible Reasons

Delivery  of  Orders  Delay • Lack  of  inventories:  delay  of  purchasing• Human  Error:  keying in wrong  dates  of  delivery

Order  Quantity  ≠  Delivery  Quantity • Stocktaking Ineffectiveness: only checking packagesof stock

Cash  Flow  ≠ Account  Receivable • Payment  by  cash: causing  corruption   problems  

Quality  Deterioration • Accounts closed by the accountable salesperson

Cost  Increased  by 30% • Excess Purchasing Purview : replacing suppliersarbitrarily

Inventory Loss • Stocktaking impreciseness• Wrong Inventory Placement  

Ineffectiveness of ConsumerComplaint Process • Accounts closed by the accountable salesperson

Information  Security • Insecurity of Excel: difficulty of tracking versionediting 10

• Information  system  

purchase

Inspecting

Quality  Control

Sales

Receivables

Customer  Complaint

• Establishment   of the purchasing  SOP  system• Limitation of purchasing purview

• Establishment   ofthe inspecting   SOP  system

• Division of Inspectors  andpurchasing representatives

• Stocktaking  checking  by  items

• Enforcement    of    warehouse  security

•Not  responsible   for  receivables

• Collection terms set by  finance  department• Payment  by  remittance

•Division of accounts  and  monitors  

Client’sCompany

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Solutions

InformationSystemIntegration and Control

SOP Establishment

Division of Functionsand Powers

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Conclusion