A comprehensive report that describes in detail the process and characterizes some of its problem areas. The following guidelines apply:

  • Cover page with project’s title, author and a 100 word abstract.
  • Main body should have numbered sections in boldface (1, 2, 3, ..). Subsections should also be numbered (2.1, 2.2,  …).
  • Use 11 or 12 font size, 1.15 spacing, any desired font.
  • All figures and tables should be numbered and have a title.
  • All figures and tables should have text in font 11+ (same size as the body of the report). Figures should not be reduced in such a way the text is smaller than the body of the report.
  • All figures and tables should be referenced/discussed in the text.
  • References/sources: should have at least 4. Follow APA guidelines.
  • No appendixes. All figures and tables should be embedded into the main body.

The main body can be organized in any fashion. There is no maximum number of pages, but that conciseness and “to the point” analysis is highly preferred to extended narratives. Consider 9, 12, and 15 pages as target for projects of 1, 2, and 3 students respectively.

In general, the following items should be covered/included. 

  • Description of the organization (the organization’s products, customers, market winners/ strategic positioning (if applicable), key resources, key metrics (existing or needed) and any other relevant general information). » 10-20%.
  • Description in detail of one or more processes and related products/services. This includes visual (flowcharts, blueprints, SIPOC), as well as verbal descriptions. » 20-30%.
  • Process analysis focused on identifying (not necessarily all of them) wastes, failures, variability, bottlenecks, quality problems…. This should include root cause analysis and/or FMEA and/or waste analysis. »40-60% pages.
  • Process mitigation/improvement recommendations »10-20%

The analysis should include 6 tools (9 if two students, 12 if three students). Note that in some cases it would be acceptable to use the same tool more than once. For example, have two flowcharts (of different processes or at different level of detail). The following guidelines apply to the use of different tools. Finally, a student can propose a tool not listed here by emailing the professor.

Tool How many?
Basic Flowchart
Service Blueprint
Customer Journey Map
Offering Map
Actor’s Map
System Map
Spaghetti Diagram
Layout Analysis
2 +
Cause and Effect Matrix
Pareto Analysis/ chart
5 Why table
1 +
7 Waste Analysis
1 +