The document outlines a consulting project to help identify and address problems at a client company. It begins with an introduction and outline. It then analyzes issues the client faces such as delayed deliveries, incorrect order quantities, cash flow mismatches, and quality deterioration. Potential causes are explored using fishbone diagrams. Key problems are defined along with possible reasons. Suggested solutions include establishing standard operating procedures, dividing functions and powers among roles, and implementing an integrated information system with controls. The summary concludes the consultants identified issues at a client company and proposed solutions to address problems with deliveries, orders, payments, and quality.

1. Deloitte
ERS
Mentorship
Program
Sharon Liao
Zi-Yi Chen
Tian-Nong Jiang
Xiang-Ting Ceng
Jimmy Chu
11

2. 2
Outline
• At
the
beginning
of
this
great
journey
• Scenario
Introduction
• Process
Analysis
• Fish-­‐bone
Graph
– A
useful
tool
• Define
the
problems
• Our
suggestions
• Conclusion
• Sharing

3. Companies
have
some
problems
Consultant
3
What
does
a
consultant
do
?

4. A
new
customer
service
complained
that
…
Delivery
delayed
Order
quantity
≠
delivery
quantityQuality
deterioration
Problem
came
…
4

5. Customers
paid
cash
but
cash
flow
≠ AR
Lack
of
customer
complaint
lists
record
when
the
mission
completed
Purchasing
number
were
high
so
did
the
paying
price
5
Problem
came
… (cont.)

6. Purchase
Check
inventory
Quality
management
Deliver
goods
Order
Sales
Payment
Customer
complaint
Process
Closed
Cashier
Accountant
6
Purchasing
and
sales
process

7. • Created
by
Kaoru
Ishikawa
(1968)
that
show
the
causes
of
a
specific
event.
• Common
uses are
product
design
and
quality
defect
prevention
to
identify
potential
factors
causing
an
overall
effect.
• Listing
potential
problem
• Making
sure
no
information
is
ignored
Quality
Deterioration
People Manufacture Supply
Environment Work Statistic 7
Fish-­‐bone
Diagrams

8. Inventory
Loss
Stolen
Lost
Never
be
there
Taken
by
employee
Stolen
by
other
people
Wrong
Placement
Delivery
without
Recording
Record
error
Lost
when
delivery
Record
Permission
Monitor
Access
Permission
Entering
Record
Management
System
Fixed
Position
Modify
Permission
Stocktaking
Impreciseness
8
Analysis

9. • Arranging
all
the
information
we
have
• Analyzing
each
problem
step
by
step
to
find
the
specific
causes
• Thinking
in
logical
way
9
After
analyzing
each
problem
with
fishbone
diagram…

10. Define
the
problems
Problems Possible Reasons
Delivery
of
Orders
Delay
• Lack
of
inventories:
delay
of
purchasing
• Human
Error:
keying in wrong
dates
of
delivery
Order
Quantity
≠
Delivery
Quantity
• Stocktaking Ineffectiveness: only checking packages
of stock
Cash
Flow
≠ Account
Receivable • Payment
by
cash: causing
corruption
problems
Quality
Deterioration • Accounts closed by the accountable salesperson
Cost
Increased
by 30%
• Excess Purchasing Purview : replacing suppliers
arbitrarily
Inventory Loss
• Stocktaking impreciseness
• Wrong Inventory Placement
Ineffectiveness of Consumer
Complaint Process
• Accounts closed by the accountable salesperson
Information
Security
• Insecurity of Excel: difficulty of tracking version
editing 10

11. • Information
system
purchase
Inspecting
Quality
Control
Sales
Receivables
Customer
Complaint
• Establishment
of the purchasing
SOP
system
• Limitation of purchasing purview
• Establishment
of
the inspecting
SOP
system
• Division of Inspectors
and
purchasing representatives
• Stocktaking
checking
by
items
• Enforcement
of
warehouse
security
•Not
responsible
for
receivables
• Collection terms set by
finance
department
• Payment
by
remittance
•Division of accounts
and
monitors
Client’s
Company
11
Solutions

12. InformationSystem
Integration and Control
SOP Establishment
Division ofFunctions
and Powers
12
Conclusion