Identify 3 items from lecture (Process & Service Design - Operations Management

Question

Identify 3 items from lecture (Process & Service Design - Operations Management Cource) that are significant; summarize them; find supportive articles or video adding them to your chapter summaries. Add references

MGT 6170 Lesson 2: Process and Service Design Objectives By the end of this lesson, students should be able to Determine how to classify products based on the type of customer order Explain how cross-functional decisions are made -Differentiate between make-to-stock and make-to-order Distinguish the four forms of mass customization Appraise the customer contact model and describe its strengths and weaknesses Determine the pros and con of having a service guarantee Evaluate the three elements that comprise the service-product bundle Analyze the degree of interaction and customization that occurs within the service matrix Chapter 4: Process Selection The purpose of this chapter is to describe the major types of processes available and the factors that should be considered in any process selection decision. Process selection decisions determine the type of process used to make the product or service. Automobile, instance uses assembly line type of process while sailboats are made using a batch production method In this chapter, two major dimensions of process classification are considered; flow of the product, and type of customer order. The product flow characteristics include line flow, mass production, batch flow, and project. For the classification by type of customer order, the product is either made-to-stock, made-to-order, or assembled-to-order The process selection decisions are made with the help of the process characteristics matrix As the company makes process decisions, there are factors that should be put into consideration. These factors include: market conditions, availability of capital, the availability and cost of labor, and state of technology for both the process and the product. Other areas discussed in this chapter include the product-focused strategy which uses the product process matrix, focused operations which forces the company to focus on the product the process, technology, volume of sales, make-to-order or make-to -stock, new products and mature products. By doing so, the firm is able to meet market requirements and improve profitability even though it may forego some economies of scale Other areas covered in this chapter include mass customization which has been made possible by modern technology. This allows the firm to enjoy economies of scope which result from the use of a single process for a high variety of products. The issue of cross-functional decision making is also covered where the level and scope of interactions between members of different functional areas. Process selection decisions are highly cross-functional in nature because they affect human resources, capital, information systems, and the ability of the firm to deliver products to the market. Copyright 2011 California Miramar University All Rights Reserved Revised on 05/03/2011

Explanation / Answer

Answer:

The three items from the lecture are as below

Production Process Selection: Production process selection is the approach of selection of right process for the nature of production. Thus the production processes are selected based on the nature of products to be manufactured. The selected process needs to be effective in terms of productivity and commercials for the organization so that the business can generate the revenue for the organization.

Suitable Article: APEM Journal – Multi criteria selection of manufacturing processes in the conceptual process planning; Volume 12 ; Jun 2017.

Service Process design: The service process design is defined as the approach of designing a service process so that the service work can be executed for the target customer orders based on service demand forecasted. Thus the design of the service process should be such that it will be able to meet the customer demand at lowest possible expenses and keeps the process engaged for the service events. Thus the business should generate the revenue for the same.

Suitable Article : Aurthur V Hill, David A Collier, Craig M Froehle – (2002) - Research opportunities in service process design.

Service Productivity: This is the key item that service productivity needs to be significant and above the breakeven point so that the business is able to generate profit or manage the investment and running expenses for the business. Currently service productivity is critical as we do not have constant demand for the service business and most of the time the service business is seasonal business.

Suitable Article – Jolanta Zemguliene (2009) : Productivity in the service sector : A service classification scheme for productivity measurement

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