Process Design Matrix
Ramon Gonzalez
OPS/571 Week 1
November 02, 2015
Dr.
Process Design Matrix
Executive Summary
Uber’s share a ride (service) is selected for identifying suitable service process design approaches. For managing effective services and delivering on-site service, there are three types of contrasting approaches including product line approach, the self-service approach and the personal attention approach (Larson & Gray, 2006).
Product Line Approach: The main focus of this approach is on the efficient production of results and/or services. A flowchart is instrumental in evaluating and value adding to its workforce, quality and capacity. It is because through this the company will be able to deliver good quality of services to the customers.
Self Service Approach: The way we now view service parallels the way we view quality: The customer, is (or should be) the focal point of all decisions and actions of the service organization (Jacobs 246), this approach will be beneficial for the company. While the customer can book its own trips from point A to point B using low cost accommodations, the company’s strategy is increasing ridership.
Personal Attention Approach: this approach emphasizes on developing a relationship between individual sales person and customers for ensuring effective customer services. Along with other approaches, the use of this approach will support the company to develop strong relationship and build customer loyalty. Among the decisions that service managers must make is how much they should accommodate the variation introduced by the customer into a process. The standard approach is to treat this decision as a trade-off between cost and quality. (Jacobs 258)
Goodyear Tires (product) is selected for identifying suitable product processes design approaches. For managing the production of products, there are different types of design processes including job shop, batch production, assembly line and...