The Process Design Matrix And Summary Ops 571

Process Design Matrix and Summary
Mark Galonska
OPS/571
September 9, 2014
Thomas Melpolder

Process Design Matrix and Summary
Process design is a critical aspect to company operation and success. Various approaches

to process design are available, but the ones utilized ultimately depend on the nature of the

organization, specifically, the processes involved and whether products or services are being

provided. In this summary review, Bank of America will serve as the example for service

processes, and Amp Energy Drinks will serve as the example for product process. The examples

used in the design matrix illustrate differentiations between different aspects of service and

manufacturing processes.

Approaches to process design

The most appropriate product process approach for energy drink production would

be continuous flow because of its relatively simple production, high volume output, and greater

efficiency when compared to other approaches.

Approaches to process design for service process organizations include: personal

attention, self-service, and production line. Personal attention is the service process approach that

emphasizes developing good relationships with the customers by enhancing interactions between

the organization, representative, and customer. Self-service is the service process approach that

emphasizes the efficiency of service and integrates the consumers into service generation and

processes. Production line is the service process approach that focuses on process controls at

different levels to ensure quality and efficiency. The most appropriate service process approach

for providing banking services would be some combination of production line and self-service.

The production line approach is suitable to managing different levels and branches for service

quality and efficiency, and the self-service approach would appropriate for automated

Continuous production.
Process design approach Production line and self-service. Continuous flow.
Process map Process flowchart with contingency guidelines and scenario protocols. Process flowchart with defined outcomes.
Process Performance Measurement Consumers served, service time ratio, customer satisfaction. Quantity produced, production time ratio, number of defects.
Factory location Bank branches and automated stations based on accessibility. Manufacturing location based on factors of efficiency, economics, availability of materials, and ease of distribution.
Facility layout Accommodates efficient service and consumer accessibility, convenience, and comfort. Adjusted to optimize material transit, production, and operations.
Process design Production line, process control, self-service. Employee and machine accommodation for customers. Continuous flow of materials in production by machines and operators.
Scheduling Accommodates consumer needs. Continuous. Minimal down time.
Production planning Protocols and guidelines that depend on customers. Corresponds to raw material availability and efficiency of production.
Workforce Large-scale combination of humans and computers. Machines and machine