Process Design Matrix
Process Management is a group of activities that involves planning, monitoring and, results of the process. It is a skill that includes techniques, knowledge, and report and improves processes in order to meet customer service goals and requirements, in turn for a profit. Table 1A describes the product flow matrix. ”There are three main approaches to delivering services; they include the production-line approach, the self-service approach, and the personal-attention approach” (Jacobs & Chase, 2011). The purpose of this assignment is to recognize the appropriate design approach for a product or service.
The three contrasting approaches are production line, self-service and personal attention. The first approach is a production line. “The value of this philosophy is that it overcomes many problems inherent in the concept of service itself. That is, service implies subordination or subjugation of the server to the served; manufacturing, on the other hand, avoids this connotation because it focuses on things rather than people” (Jacobs & Chase, 2011). An example of production line would be McDonald’s. The service delivery is treated much like a manufacturing. Instead of possessing different equipment and stations, they would focus on having one large grill for one person to cook the burgers, a dressing station to prepare the burgers, a fryer where one person would make French fires, and a counter where customers place their orders.
The second approach is a self-service, proposes. It means “that the service process can be enhanced by having the customer take a greater role in the production of the service” (Jacobs & Chase, 2011). Self Service is an effective way for the company to save money. As in the example of McDonald’s, there are some restaurants where customers can go up to the counter and place their orders themselves by using a screen touch computer. This comes in handy, because it lets the customer tailor their order...
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