EXECUTIVE SUMMARY

Process Design Matrix

Executive Summary
Theresa Hight
OPS/571
Brian Birch
January 15, 2016

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Process Design Matrix Executive Summary

The following executive summary identifies appropriate design approaches for a medical
service provider and for a homemade soap product manufactured by a small, home based
business. The summary effectively describes the production line, self-service, and the personal
attention approach on the process design matrix for a medical service provider. The summary
continues with a clear definition of job shop, batch, and assembly line approaches appropriate for
the selected product.
MEDICAL SERVICE PROVIDER
There are 3 types of contrasting approaches for managing effective services and
delivering on-site services including

Production Line Approach

Self-Service Approach
Personal Attention Approach

Production Line Approach

Manufacturing companies have benefited from the production line approach because it
results in consistent quality standard products at relatively low cost. Service firms have also
employed this approach, which embodies a division of labor, sequential flow processes, and
standardization of services (Apte, 2007). The production line approach makes it difficult,
however, to achieve the customized services and shorter cycle times that todays customers are
demanding.

Self-Service Approach

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Consumers are eager to use self-service when it provides a better experience (White,
2009). This type of approach often provides more efficiency, more effectiveness, it is more
private, controlled, and convenient. Some of the qualities of good self-service include

Easy to understand
Easy to perform tasks
More efficient transactions
Reliable and accurate
Repeatable
Personal

The self-service approach offers functionalities such as

Gathering information
Comparing products
Purchasing products
Setting up communication preferences
Changing service packages

Personal Attention Approach

The personal attention approach is easily defined as the concept of mass-customization to
services. With this approach each customer is treated as an individual with the service firm
often maintaining a database of each customers likes and dislikes (New Product and Service
Development and Process Selection, 2016). The United States has seen a rapid growth in the
service industry in the past twenty years and it appears that going beyond providing personal
attention to clients is becoming more popular within several service sectors. The personal
attention approach is key within the service industry but knowing what level of personal service
to provide is key to success within the organization (Jackson, 2013).
HOMEMADE SOAP PRODUCTS

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Job Shop Process

Job shops can be easily defined as manufacturing systems that handle job production,
custom/bespoke or semi-custom/bespoke manufacturing processes such as small to medium size
customer orders tor batch jobs. Each job shop generally contains different machines. The
machines are placed in the shops by the nature of skills and technological processes involved.
This type approach gives the production system processing flexibility. A homemade soap factory
is a typical example of a job shop approach to process design.
Batch Flow Process
A batch flow process differs from the job process with respect to volume, variety, and
quantity. The main difference between the job shop process and batch flow process is that
volumes are higher because the same or similar products or services are being provided
repeatedly. Also, there are fewer products or services being provided. Another difference is that
the batch flow process handles a larger quantity than the shop process usually does. A batch of
one product or service is processed and then production is switched to the next one.
Continuous Flow Process
In a continuous flow process, one product, or primary material moves through the facility
without stopping. This type of process is usually capital intensive and it is operated 24 hours a
day to maximize utilization and to avoid expensive shutdowns and start-ups. Firms such as
petroleum refineries, chemical plants, and plants making beer or processed food items are prime
examples of facilities in the process industry that use this type of approach to process design.
Conclusion

EXECUTIVE SUMMARY

This executive summary identified appropriate design approaches for the medical service
providers and homemade soap products. The summary defined the production line, self-service
and personal attention approach for the selected service. Included were the job shop, batch and
continuous flow processes for the homemade soap product.

References
Apte, B. a. (2007, June 07). An Analysis of the Production Line versus the Case Manager
Approach to Information Intensive Services. Retrieved from Wiley Online Library:
onlinelibrary.wiley.com

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Jackson, K. (2013, July 28). Is the Persoanl ATtntion Approach Within the Service Industry a
Double Edged Sword? Retrieved from Around Europa: www.europeeandhyou.eu/is-thpersona-attention-approach-within-the-service-industry-a-double-edged-sword/
New Product and Service Development and Process Selection. (2016). Retrieved from
TheOperationsManagement.com: www.theoperationsmanagement.com/the-personalattention-approah-3469
White, C. (2009, January 01). Improv9g the Customer Experience Through Self-Service.
Retrieved from Electric Light & Power: www.elp.comarticles/prit/volune-87/ussye1/sections/it-cis-crm/improving-the-customer-experingce-through-self-service.html

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