I have developed 10 questions to help you analyze the case. It may look long but it is not that complicated, if you understand chapter 3 thoroughly. In order to answer the questions, you have to know how to divide the total process into relevant steps.
If you look at Exhibit 1, the case has given the steps for capital one loan process.
You can take important steps in your analysis. To answer each of the question you have to find demand for each of the steps, and capacity for each of the steps and calculate (implied) utilization.
To answer the questions you have to have analysis like they have done in chapter 3 (or chapter 4 in case of line balance).
You can look at table 3.6 (page 47) for example in order to understand, what I mean by analysis. Your answer to each of the question should be backed by calculation.
Answer for most of the questions requires analysis of the business process. If you have no clear analysis there is no answer. I would suggest you to make the tables on spreadsheet.
That way I can see the formula you have used, and you can use the same table structure and make relevant changes to come up the answer for different questions.
| Activity |
Interview |
UW |
Approved |
QA |
Closing |
|
| Flow of Applications |
1136.364 |
|
|
|
379.5455 |
300 |
| Processing time/ Application |
|
|
|
70 |
|
| Demand per month |
|
|
|
|
26568.18 |
|
| Number of workers |
|
|
|
|
6 |
|
| Total total miunutes worked per day |
|
|
312 |
|
| Capacity |
|
|
|
|
|
|
| Implied Utilization |
|
|
|
|
|
|
I have mentioned in the instructions for capital one case that you need analysis, this is a hint (or a partial example) of how it can look.
I supposed 300 as monthly demand, that is just my plugin number for this example, you should do your own calculaton.
The number of activities are clearly given in process steps in Exhibit 1, I took five activies for demonstration purpose.
According to the Exhibit 6, If you start with 100 interviews you end-up booking just 26 loans. So number of flow of applications I have shown here reflect that Attrition rate.
Demand is in minutes. So capacity is in minutes as well
Capacity = number worker* work minutes per months. Look at the case and think how many hours a day and how many days a month the work.
Implied utililization = ?
Now I have given enough hints, read the case, the chapters and the questions. You should be able to answer all the questions I asked.