Measuring Process Effectiveness Using Cpm/Pert

Most organizations around the world have discovered that the strategy of customer satisfaction translates veryrapidly to higher profit and productivity. We show here how some simple Operations Research methods can beused to achieve better customer satisfaction. The methods of CPM and PERT were used to analyze a process thatdelivers service to customers in an organization faced with the problem of providing additional parking space forits customers’ trucks. By reducing and stabilizing the process cycle time, the problem was solved, saving thecompany the cost of leasing more parking lots for the customers’ trucks. In addition, the customers were happywith less time spent in the company’s premises.