Case ID: OM-1477
Solution ID: 39278

Prospective Student Visits to the Darden School Process Improvement B

Case Analysis

A member of the Student Admissions Committee has been asked to offer suggestions on how to improve the admissions process. Supported by his interest in analyzing operations, he sets out to fully define the process and its perceived shortcomings before offering any recommendations. He visually illustrates the flow of the process with a Process Flowchart Map. To concisely define the expectations of the clients (customers) and the associated behaviors inherent to the process, he uses the SIPOC Lean-Six Sigma tool (Suppliers-Inputs-Process-Outputs-Customers).


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