OPS 571 Week 1
Process Design Matrix and Summary
The basic idea of process design is an approach on a product and service render through an organization. Both product and service give clear evidence to management ways to improve quality customer service. The matrix will demonstrate how effective a product and service is to the organization and the customer.
The Personal- Attention approach is a service that continues to grow an organization in customer service. Department stores continue to grow by demonstrating outstanding customer service for example: greet each customer with a smile, ask them do they need assistances with a product, and then follow through with customers till the entire transaction is complete. Salespersons need to treat every customer and associate with dignity, honesty and respect. However, it doesn’t stop there. Go the extra mile; engage the customer by asking questions to determine their needs. For example: Are they looking for something for themselves, their family, or a gift for someone else? One basic service customers want most are friendly, knowledgeable associates. Before they spend their money, they want to know what they’re buying and whether it meets their needs. They expect to have associates who will help them get these answers. It’s the employee’s job to determine those needs by asking questions and offering merchandise suggestions to fit those face-to-face needs. According to Jacobs and Chase (2011) gives a great example by stating, “Tom Peters describes his visit at a local department store service approach: After several visits to a store’s men’s clothing department, a customer’s suit still did not fit. He wrote the company president, who sent a tailor to the customer’s office with a new suit for fitting. When the alterations were completed, the suit was delivered to the customer — free of charge”. Service process beyond the call of duty, instead of just ordering the suit the president made sure the transaction was complete by delivering the suit to the customer.
The growing market of technology continues to change; organizations must find ways to enhance products and services. One main industry that continues to grow to customers’ needs is a cellphone. The cell phone organization must continue to produce high technology products such as cellular phones, software and computers to customer. Steve Jobs, the man that updated software and new releases led Apple, Inc. throughout the years. He continued to promote innovation at a faster than the average consumer could evolve. However, the pricing of these gadgets was too expensive for the average consumers; therefore; one major product service had to be challenged the pricing. With so much competition, today from other competitors, the product of cellphone is easier to obtain. One can walk into a Wal-Mart, Apple Store, T
|Process Design Aspect||Service||Product|
|Design Focal Point|
|Process Design Approach||Marketing new products (staging) to doorways of customer’s flow of entering and existing the store.||Showcase the product to emphasize the current updates to new trending technology.|
|Process Performance Measurement||Customer service surveys that randomly print on receipts that rates the visit of service.||Updates to continue to increase the enhancement of productivity.|
|Facility Layout||Be familiar with the layout of the store in order to provide accurate directions to customers.||Know the current sales, rates and other promotions available in and near the organization.|