University of Phoenix Faculty Material
Process Design Matrix – Key
Complete the process design matrix.
Write an executive summary identifying appropriate design approaches for a selected product and service.
Pick one service with which you are familiar. Complete three to five line items such as production line, self-service, or personal attention approach, on the Process Design Matrix.
Pick one product with which you are familiar. Complete three to five line items such as Job shop, batch, assembly line, or continuous flow approach, on the Process Design Matrix.
Process design aspect
Design focal point
Treatment of customers, speed of delivery, variety, etc.
Chase; level or combination
Process design approach
Production line approach, self-service approach; or personal attention approach Job shop; batch, assembly line; or continuous flow
Process performance measurement
Customer feedback, cycle time to process service request; mean; standard deviation Defects per million; production cycle time; mean, standard deviation Factory location
Near supply, transportation, or labor source
Meet customer needs.
Meet production needs.
Impacts customer directly
Customer not involved in most process steps
Customer is in production line and must be serviced
Customers concerned if product available now or delivery date of product Production planning
Must use chase strategy as orders cannot be stored
Have ability to smooth production output by storing inventory during low demand cycles Workforce
Majority of workforce must have customer service skills.
Majority of workforce must have technical skills.
Many quality standards are intangible and vary.
Most quality standards are generally measureable or fixed.
Capacity must be planned to peak demand or lost sales and...
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