答疑12334

1a、Explain what a cause-and-effect diagram is.

A cause-and-effect diagram, also known as Ishikawa or fishbone diagram, is a visual tool used in quality management and process improvement to analyze the root cause(s) of a specific problem or event. It represents a systematic approach to identify all possible factors that contribute to an effect, by arranging them in a graphical format that resembles the shape of a fish skeleton. Each cause is represented by a branch extending from the main "spine" of the diagram, and the relationship between causes and effects is clearly depicted. The purpose of a cause-and-effect diagram is to help teams focus on the most significant causes and to identify potential solutions to prevent or resolve the problem.

翻译：因果图，也称为石川图或鱼骨图，是用于质量管理和过程改进的可视化工具，用于分析特定问题或事件的根本原因。它代表了一种系统的方法，通过将它们以类似于鱼骨架形状的图形格式排列，来确定促成效果的所有可能因素。每个原因都由从图的主“脊柱”延伸出来的分支表示，原因和结果之间的关系被清楚地描绘出来。因果关系图的目的是帮助团队专注于最重要的原因，并确定预防或解决问题的潜在解决方案

1b、Cycle time analysis provides valuable intormation about process performance. A major goal in process redesignis to reduce cycle time. Suggest three ways of reducing process cycle time.

周期时间分析提供了有关过程性能的有价值的信息。工艺再设计的主要目标是减少循环时间。提出三种减少工艺周期时间的方法。

三种方法：Streamlining Process Steps:Automating Processes:Improving Communication and Collaboration:

1. Streamlining Process Steps: Identifying and eliminating unnecessary steps, duplicated activities, and bottlenecks in the process can help reduce cycle time. This can be done through process mapping and process analysis.

2. Automating Processes: Automating repetitive or manual tasks, such as data entry or report generation, can significantly reduce cycle time. This can be achieved through the implementation of technology solutions such as software, robotics, and artificial intelligence.

3. Improving Communication and Collaboration: Improving communication and collaboration among team members and stakeholders can help reduce cycle time by reducing delays, rework, and miscommunication. This can be achieved by implementing regular meetings, collaboration tools, and clear communication protocols.

By implementing these strategies, organizations can significantly reduce process cycle time and improve overall process performance.

1c、The following steps are used by a computer manufacturer to handle the order fulfilment process:

2a、Compare and contrast the concepts of Demand Pull and Supply Push for the material flow.比较和对比物料流的需求拉动和供给推动的概念。

Demand Pull and Supply Push are two different approaches to managing the flow of materials in a supply chain.

Demand Pull is a method of production management that focuses on responding to customer demand. In this approach, production is initiated only when there is a confirmed order from the customer, and the goal is to minimize inventory levels and minimize waste. This approach is often used in just-in-time (JIT) production systems.

Supply Push, on the other hand, is a method of production management that focuses on proactively producing and delivering products, without necessarily having a confirmed customer order. In this approach, companies aim to maintain a steady flow of production to meet anticipated demand. This approach is often used in forecast-driven production systems.

In summary, Demand Pull focuses on customer demand, while Supply Push focuses on production and delivery.

2b、没发

3a、Explain in your own words what a Customer Relationship Management (CRM) system is. Discuss how the use of CRM could be beneficial to businesnamely in the revenue, general and operational expenses, and the net income.

用你自己的话解释什么是客户关系管理(CRM)系统。讨论客户关系管理的使用如何对企业有益，即在收入、一般和运营费用以及净收入方面。

Customer Relationship Management (CRM) is a strategy and technology used by businesses to manage and analyze interactions and data from customers and potential customers. The goal of a CRM system is to improve customer satisfaction, loyalty, and overall relationship with the company.

客户关系管理(CRM)是企业用来管理和分析来自客户和潜在客户的交互和数据的策略和技术。CRM系统的目标是提高客户满意度、忠诚度以及与公司的整体关系。（自己补充）

A CRM system can be beneficial to a business in various ways, including:

1. Increased revenue: By using a CRM system to manage and analyze customer data, businesses can identify new sales opportunities and up-sell or cross-sell to existing customers, leading to an increase in revenue.

2. Reduced operational expenses: A CRM system can automate repetitive tasks and streamline processes, reducing the time and resources needed for manual tasks and freeing up staff to focus on more valuable tasks.

3. Improved net income: By increasing revenue and reducing expenses, a CRM system can improve a business's net income.

Overall, a well-implemented CRM system can help businesses better understand their customers, improve customer satisfaction and loyalty, and drive business growth.

3b、Describe the terms work-in-process, throughput and cycle time描述“在制品”、“吞吐量”和“周期时间”

名词解释

1. Work-in-Process (WIP): Work-in-Process refers to the raw materials, semi-finished goods, and finished goods that are in the process of being manufactured. It is a measure of the amount of inventory that is being processed but not yet finished.

2. Throughput: Throughput refers to the rate at which a system produces a desired output. In manufacturing, throughput can be defined as the total number of units produced in a specific period of time. The goal of many production systems is to maximize throughput while minimizing work-in-process.

3. Cycle Time: Cycle time is the amount of time it takes to complete one cycle of a process, from the beginning to the end. In manufacturing, it is the time it takes to complete one unit of product, including all processing steps, from start to finish. Reducing cycle time is often a goal of production systems as it can lead to increased throughput and reduced work-in-process.

3c、Figure 1 shows a precedence diagram of a certain process - Process W, which consists of seven activities

图1显示了某个流程(流程W)的优先级图，该流程由7个活动组成

图不全

4a、Discuss the advantages of selective IT outsourcing

课件上：Selective outsourcing is recommended when the level of technology involved in a particular IT application is complex. It is less risky than turning over responsibility for the entire IT function to an IT vendor. It can become the basis for establishing a partnership with the vendor that develops over time. It is more popular among large companies. Etc.

搜索：Selective IT outsourcing is the practice of outsourcing specific IT functions or services rather than outsourcing the entire IT function of an organization. This approach can offer several advantages, including:

1. Cost savings: Outsourcing IT functions to a specialized provider can often result in cost savings, as the provider can offer economies of scale and specialized skills that may not be available in-house.

2. Improved efficiency: By outsourcing IT functions to an experienced provider, organizations can benefit from more efficient processes, improved technology, and better service levels.

3. Access to specialized skills: Outsourcing IT functions to a provider that specializes in a particular technology or process can provide organizations with access to the latest skills and expertise in that area.

4. Improved focus: By outsourcing non-core IT functions, organizations can free up internal resources and focus on their core business activities, leading to improved competitiveness.

5. Flexibility: Outsourcing IT functions provides organizations with the flexibility to quickly respond to changes in the business environment and to add or remove IT services as needed.

Overall, selective IT outsourcing can offer organizations a range of benefits, including cost savings, improved efficiency, access to specialized skills, improved focus, and increased flexibility.

4b、Name and describe any three of the seven forms of operational waste from the lean perspective.

选三种就可以：

The seven forms of operational waste from the lean perspective are:

1. Overproduction: producing more goods than what is required by customers.

2. Waiting: waiting time between processes, including machine downtime and idle employees.

3. Transportation: movement of goods that is not required to meet customer demand.

4. Processing: excessive or unnecessary steps in a production process.

5. Inventory: carrying too much inventory or storing it in a way that makes it difficult to access.

6. Motion: excessive or unnecessary movement of people, products or equipment.

7. Defects: producing goods that do not meet customer specifications, leading to rework, scrap, or warranty claims.

4c、看不清A certai reengineering team has studied business process Y and developed a flowchart shown in the figure below. The team has also determined the activty times (in minutes)corresponding to each activity in the process.As shown in the table below,each activity processing time and waiting time.(5 marks)

参考

1\Calculate the average cycle time for this process. in the same rework loop, a reworked job is no different from a regular job
计算此过程的平均周期时间。在同一个返工循环中，返工作业与普通作业没有什么区别
2\Calculate the cycle time efficiency
计算循环时间效率

有了这些信息后，平均循环时间可以计算如下:

平均周期时间=总处理时间/总处理作业数你先算算

A
B
C
D
E
F
G

这个可以再清晰一点

美国邮政使用信息技术实现现代化

每个关国人春是关国邮政服务U5P5的客户，法机构每年亚运送1580亿树邮件。然而，尽管该机构对关国公民很重要，但它面临着多重挑丛，包括

电子都件导数了第一类（域加盖邮票的）邮件数量的减少。这种下降导数了美国邮政收入的下障。

收入下降的另一个原因是来自联邦快递和联合包裹等私营快速公司的竞争。这些企业将客户从美国邮政的包裹递送服务中带走，而有时则依懒该机构进行最后一英里的谜送。最后一英里送货足送货路

线的最后一段，通常也是最品贵的一段。

其他公司也在开发可能其A美国邮政包表迷送服务的服务。为例。Matternet。.亚马逊(Amazon Prime Air)和谷歌(Project Wing)已经开发出可以投迷包表和信件的无人驾驶行器。

数字技术并不是美国邮政的必备技能，说明这一问题的一个主要例子发生在2014年11月，当时美国廊政成为网络攻击的受害者，威粉要将其80万名员工的姓名、地址和社会安全号码置于危险之中

为了解决这些问题，美国邮政正在实施各种解决方案。该机构正在重新设计其邮件跟踪系统，用智能邮件条形玛MB)系统在信件和包裹条形码上编码尽可能多的信总。MB使用自动扫相设备和分类设备扫描条

形码，铺获数十亿个数据点，并将它们传辅到中央数据库。数据范压从被速送的邮件类型到包裹的最终目的地。MB使该机构的邮改处理设陶能够更有效地运作。

除了支持实时响应外，美国邮政还使用数据来增强邮件传递。准确地跟踪邮件在全国各地的移动方式，从投递车辆到达码头的那一刻到信件到达投递点的那一刻，为该机构提供了大量的数摇，数据分析使美

国邮政能够开发动态路由使用复杂的草法来制定最有效和最具成本效益的邮件迷送路线。

移动计算也在推动关国邮政的创所。该机构一直在用移动投递设备md取代邮递员的手机。这些手持设备可以访问多个

5a、Using the case study as an example,discuss how IT could play a crucial role in improving business process.

使用案例研究作为示例，讨论IT如何在改进业务流程中发挥关键作用，可以看看案例

数字技术并不是美国邮政的必备技能。说明这一问题的一个主要例子发生在2014年11月，当时美国邮政成为网缩攻击的受害者，威粉要将其80万名员工的姓名、地址和杜会安全号码置于危险之中

IT can play a crucial role in improving business processes by providing the necessary technology and security measures to streamline and secure various operations. For example, in the case of the US Postal Service, incorporating IT security measures such as regular software updates and penetration testing could have helped prevent the 2014 cyber attack that put the personal information of 800,000 employees at risk. By implementing IT solutions to improve their processes, businesses can not only increase efficiency and productivity but also protect their valuable data and assets.

T可以通过提供必要的技术和安全措施来简化和保护各种操作，从而在改进业务流程方面发挥关键作用。例如，以美国邮政服务(US Postal Service)为例，采用定期软件更新和渗透测试等IT安全措施，可能有助于防止2014年的网络攻击，那次攻击将80万名员工的个人信息置于危险境地。通过实施IT解决方案来改进流程，企业不仅可以提高效率和生产力，还可以保护有价值的数据和资产。

其他参考

Information Technology (IT) can play a critical role in improving business processes through the use of case studies. A case study is a comprehensive examination of a particular business situation, which can provide valuable insights into how technology can be leveraged to optimize business processes.
For example, consider a manufacturing company that is facing bottlenecks in its supply chain management process. Through a case study, IT can analyze the current process and identify areas where technology can be utilized to streamline the process and reduce wait times. This could include the implementation of an enterprise resource planning (ERP) system, which integrates all aspects of the supply chain into a single, unified platform.
IT can also help automate manual tasks, such as data entry and reporting, freeing up employees to focus on higher-value activities. By implementing advanced analytics, IT can provide real-time insights into supply chain performance and identify areas for improvement.

5b、Using the case study as an example,provide four examples for the primary activities in the business of postal serviceaccording to the Porter's Value Chain.

以案例研究为例，根据波特的价值链，为邮政业务中的主要活动提供四个例子。

1. Inbound Logistics: Receiving and storing incoming mail and packages, preparing them for sorting and delivery.

2. Operations: Sorting and processing mail and packages, using MB system for tracking and scanning.

3. Outbound Logistics: Delivering mail and packages to their final destinations, either directly or through partnerships with private companies.

4. Customer Service: Responding to customer inquiries, providing information, and resolving issues related to postal services.

5c、The United States Postal Service (USP) relies on the use of computers and networking, ldentify and brefly descrhbe thre types of computer explots or securtyrisks, and ther impact. Discus specific measures used to prevent these computer exploits.

美国邮政服务(USP)依靠计算机和网络的使用，识别并简要描述三种类型的计算机漏洞或安全风险及其影响。铁饼用于防止这些计算机攻击的具体措施

1. Malware attacks: Malware attacks refer to the exploitation of security vulnerabilities in computer systems to spread malicious software that can cause harm to the network or steal sensitive information. The impact of malware attacks on the USP can be significant, as it can disrupt the delivery of mail and cause loss of confidential information.

2. Phishing scams: Phishing scams involve the use of fraudulent emails, messages, or websites to trick users into revealing sensitive information, such as passwords and credit card numbers. The impact of phishing scams on the USP can be severe, as it can compromise the security of customer information and cause financial losses.

3. Distributed Denial of Service (DDoS) attacks: DDoS attacks are designed to overload a network with a massive amount of traffic, causing it to become unavailable to users. The impact of DDoS attacks on the USP can be disruptive, as it can prevent users from accessing their mail and services.

To prevent these computer exploits, the USP has implemented various measures such as:

4. Regular software updates: The USP ensures that its computer systems are always up-to-date with the latest security patches and software updates to prevent vulnerabilities from being exploited.

5. Use of firewalls: The USP employs firewalls to block unauthorized access to its computer systems and prevent malicious traffic from reaching its network.

6. Employee training: The USP provides regular training to its employees on cybersecurity awareness and best practices to prevent phishing scams and other forms of exploitation.

7. Multi-factor authentication: The USP requires multi-factor authentication for accessing sensitive information and systems, adding an extra layer of security to its network.

8. Data encryption: The USP uses encryption technologies to protect sensitive information during transmission and storage, reducing the risk of data theft or loss.

5D

Business Process Reengineering (BPR) and Business Process Improvement (BPI) are two approaches aimed at improving business processes.

BPR is a radical redesign of a company's core processes to achieve significant improvements in productivity, cost and quality. It involves rethinking the way a business operates from the ground up, and often involves the elimination of unnecessary steps and the automation of remaining processes.

BPI, on the other hand, focuses on incremental improvements to existing processes. It aims to identify inefficiencies, eliminate waste, and streamline processes to achieve improved outcomes. BPI is less disruptive than BPR, but it may also result in limited improvements.

In the case of the United States Postal Service (USPS), both BPR and BPI can bring advantages. For example, BPR could help the USPS re-evaluate its entire delivery process and find ways to streamline it. On the other hand, BPI could help the USPS identify bottlenecks in its current process and find ways to improve them.

Advantages of these improvement programs for the USPS could include:

• Increased efficiency and productivity

• Improved customer satisfaction

• Increased revenue and cost savings

• Better alignment of processes with customer needs and expectations

It is important to note that while both BPR and BPI offer advantages, they each have their own unique challenges and risks. Therefore, it is important for the USPS to carefully consider the best approach for their specific needs and objectives.

5E

System development process is a sequential,multistage process to develop information systems.Using any of the systems in the case study as an example,explain the major goals of the system

analysis and system design phases.

系统开发过程是一个有序的、多阶段的信息系统开发过程。使用案例研究中的任何一个系统作为例子，解释系统的主要目标

分析和系统设计阶段。

System Analysis:

1. Define the problem: The goal of the system analysis phase is to clearly define the problem or opportunity that the information system is meant to address. This involves gathering requirements from stakeholders and analyzing the current system to identify areas for improvement.

2. Determine feasibility: In this phase, the analyst must determine if the proposed solution is technically and economically feasible. This includes an evaluation of the resources required and the potential benefits of the proposed system.

3. Develop a conceptual solution: Based on the information gathered in the first two goals, the analyst must develop a conceptual solution that addresses the problem or opportunity.

System Design:

4. Detail the design: In the system design phase, the conceptual solution is transformed into a detailed design that outlines how the system will function and how it will meet the requirements gathered in the system analysis phase.

5. Specify hardware and software requirements: The system design must specify the hardware and software requirements for the new system. This includes the hardware platform, software tools, and programming languages required to build and operate the system.

6. Develop prototypes: A prototype of the system may be developed in order to test and refine the design. This helps to identify any design flaws or areas for improvement before the system is built.

As an example, let's consider the United States Postal Service's (USPS) automated sorting system used for processing mail. During the system analysis phase, the USPS would have defined the problem of manual sorting being slow and prone to errors, determined the feasibility of an automated sorting system, and developed a conceptual solution to automate the sorting process. During the system design phase, the USPS would have detailed the design of the automated sorting system, specified the hardware and software requirements, and developed prototypes to test and refine the design.