Process Design Matrix and Summary
There are three main approaches to delivering services and they include the production-line approach, the self-service approach, and the personal-attention approach (Jacobs & Chase, 2011). The subject of this assignment is to identify the appropriate design approach for the selected product and selected service in addition to completing the process design matrix.
Appropriate Design Approaches for Services
The production-line approach is the first approach to delivering services. This approach can be applied to any of the fast food industry franchises (McDonalds, Wendy’s, Burger Kings, etc.). This type of approach works with the fast food industry since the manufacturing process is set up like production-line for employees to assembly the burger or sandwich to the consumers liking.
The second approach to the delivery services is the self-service approach. This approach is as exactly as it sounds, self-service, do it yourself service. This approach is usually found with companies such as self-serve gas stations, self-serve ice cream/yogurt companies, and even self-serve service stations where the service bays and tools are rented so that the consumer may repair his or her own vehicle without having the cost of a full service station.
The last and final approach is the personal-attention approach. This approach can be applied to service based companies such as those that are selling a service (including department stores, information technology support, etc). The best personal-attention approach focus is on the interactions between the customer and the employee. Some companies at the end of the year will send holiday/Christmas cards out to their customers who have purchased a large amount of goods or services. There are other companies that will send flowers, gifts, or cards to customers that are in the hospital, who’ve had deaths within the business, or who’ve had promotions.
Appropriate Design Approaches for Products
The...