Bus 499 Mod 1 Case

TUI University

BUS 499

BSBA Integrative Project

Module One

Case Assignment

Core Professor: Dr. Roberto Coto

26 June 2011

INTRODUCTION

Hyde Park Electronics

Hyde Park Electronics focused on the customer perspectives of customer request for delivery and customer pricing. Lewis and his team wanted to know how efficient they were in meeting the customer request for delivery of product. Metrics created to monitor delivery were: same-day delivery, delivery within five days, and ontime delivery. On-time delivery increased from 89 percent a year ago to a current rate of 96 percent. (Gumbus and Lussier, 2006)

Final assembly time is the metric used to bill the customer, so how long it takes to make the product determines price. With the customer price based on time to build, it is crucial that the company takes 20 minutes to assemble and not 30 minutes. In December 2000, manufacturing efficiency was at 60 percent, a number that alarmed management and drove required changes in labor and process to increase that number to 81 percent as of June 2002. (Gumbus and Lussier, 2006)

Futura Industries

Futura Industries focused on the customer perspective of customer satisfaction. Futura's approach to determining customer satisfaction involved placing calls to 20 randomly selected customers each month and posing seven questions about quality. They contracted a consultant to visit 50 customers to determine what was most important to them. These resulting customer survey questions were derived from actual customer concerns regarding quality, on time delivery, and fair value of product and services.

SGC

In my opinion SGC also focused on the customer perspective of customer satisfaction. Cross-functional teams of managers were organized and made accountable for each of the five scorecard dimension established by SGC. These dimensions are the traditional four from the Kaplan-Norton model (financial, customer,...