Catalog order-filling process for personalized printed products can be explained as follows:
Telephone orders are taken over 12-hour period each day. Orders are gathered from each person at the end of the day and checked for errors by supervisor of phone department, usually following morning. Depending on how busy she was on phone, this one-day batch of orders would not get to data processing department until after 1:00 PM.
Next step is data processing. Orders are invoiced in one-day batches. Then they are printed and matched back to original orders. At this point, if the order was for new customer, it was sent to person who did customer verification and establish new customer accounts. This had to be done before order could be invoiced.
Next step involved order verification and proofreading. Once invoicing was finished, the orders with invoices attached were given to person who verified which all required information was present and correct to allow typesetting. If there was a question, it was checked by computer or by calling customer. At last, completed orders were sent to typesetting department of print shop.
a. Create flowchart of this process.
b. Describe opportunities for improving quality of service in this condition.