Managing for Quality and Performance Excellence 10th Edition by James Evans ,William Lindsay

Exercise 1

Consider the following list of generic business processes. Identify each as a value creation process or a support process. Then develop a flowchart showing the logical sequence that the value creation processes should follow.
a. Invoice customers
b. Manage information
c. Market and sell products and services
d. Manage improvement and organizational change
e. Manage financial and physical resources
f. Understand markets and customers
g. Manage supplier relationships
h. Provide customer service
i. Produce and deliver manufactured goods
j. Manage environmental and corporate social responsibility programs k. Produce and deliver services
l. Design goods and services m. Manage human resources