Os 571 Process Design Matrix
Process Design Matrix Executive Summary
OPS/571 Operations Management
July 28, 2014
Process Design Matrix Executive Summary
Service Chosen: Personal Concierge Service
Types of Service Offered: Dog walking, house sitting and maid services
Operational Approach
Production Line Approach
According to the article, Production-line approach to service, this approach consists of breaking down the process it takes to manufacture one unit into an assembly line. This can best be seen in service industries such as the food industry where making one burger is broken down by buns, lettuce and tomatoes (Levitt, 1972).
Real life application. Using this approach, the concierge service can create a system through which each account is handled …show more content…
Though using this approach can increase quality, for this type of service, the costs by far outweigh the added benefit to the consumer.
Self-Service Approach According to Holcombe, the self-service approach is quickly becoming the new and improved way for businesses to provide customer support. Not only does it save time and money in terms of employee labor, it also meets the consumer’s needs by giving control of his/her account or purchasing power. This approach consists of allowing the consumer to access their account and make changes. Examples of this type of approach can be found in grocery stores at self-service cash registers or with certain entertainment and business utility providers such as phone and cable service (Holcombe, 2002).
Real life application. Using this approach, the concierge service can create a system through which each client is given the ability to customize his/her accounts online. The consumer can choose what types of service, when the service should be performed as well as have the ability to pay and cancel the account online or through automated …show more content…
This approach can be used by Whipped Goods to create all products. Each job can be broken down into sections from drying herbal ingredients to making and applying labels.
Possible indications. This approach requires a labor force. Though it does increase efficiency and possibly the speed of product creation, the company may not be at a point in sales where this is necessary. If the company owners want to expand however, this approach should be examined.
Continuous Flow Approach
According to our text, the continuous flow approach does not stop. This means that some aspect of the product is always being created (Jacobs & Chase, 2011). Real life application. Whipped Goods, currently uses an approach similar to this. Several herbal ingredients used to create the cosmetics are constantly drying, while other ingredients are constantly undergoing mixture or a soaking process. This process does not occur for all products, however.
Possible indications. This approach cannot be used for all of the processes in production. It also requires constant checks and balances. If one step is missed or a mistake is made then the entire batch will have to be
OPS/571 Operations Management
July 28, 2014
Process Design Matrix Executive Summary
Service Chosen: Personal Concierge Service
Types of Service Offered: Dog walking, house sitting and maid services
Operational Approach
Production Line Approach
According to the article, Production-line approach to service, this approach consists of breaking down the process it takes to manufacture one unit into an assembly line. This can best be seen in service industries such as the food industry where making one burger is broken down by buns, lettuce and tomatoes (Levitt, 1972).
Real life application. Using this approach, the concierge service can create a system through which each account is handled …show more content…
Though using this approach can increase quality, for this type of service, the costs by far outweigh the added benefit to the consumer.
Self-Service Approach According to Holcombe, the self-service approach is quickly becoming the new and improved way for businesses to provide customer support. Not only does it save time and money in terms of employee labor, it also meets the consumer’s needs by giving control of his/her account or purchasing power. This approach consists of allowing the consumer to access their account and make changes. Examples of this type of approach can be found in grocery stores at self-service cash registers or with certain entertainment and business utility providers such as phone and cable service (Holcombe, 2002).
Real life application. Using this approach, the concierge service can create a system through which each client is given the ability to customize his/her accounts online. The consumer can choose what types of service, when the service should be performed as well as have the ability to pay and cancel the account online or through automated …show more content…
This approach can be used by Whipped Goods to create all products. Each job can be broken down into sections from drying herbal ingredients to making and applying labels.
Possible indications. This approach requires a labor force. Though it does increase efficiency and possibly the speed of product creation, the company may not be at a point in sales where this is necessary. If the company owners want to expand however, this approach should be examined.
Continuous Flow Approach
According to our text, the continuous flow approach does not stop. This means that some aspect of the product is always being created (Jacobs & Chase, 2011). Real life application. Whipped Goods, currently uses an approach similar to this. Several herbal ingredients used to create the cosmetics are constantly drying, while other ingredients are constantly undergoing mixture or a soaking process. This process does not occur for all products, however.
Possible indications. This approach cannot be used for all of the processes in production. It also requires constant checks and balances. If one step is missed or a mistake is made then the entire batch will have to be