OPS 571 Week 1


OPS 571 Week 1 Individual Process Design Matrix and Summary

Complete the Process Design Matrix.

Write an executive summary identifying appropriate design approaches for a selected product and service. 

  • Pick one service with which you are familiar.  Complete three to five line items such as production line, self-service, or personal attention approach, on the Process Design Matrix.  
  • Pick one product with which you are familiar.  Complete three to five line items such as Job shop, batch, assembly line, or continuous flow approach, on the Process Design Matrix.  

Required Elements:

  • No more than 700 words
  • Consistent with APA format

Submit Matrix with the Executive Summary

Click the Assignment Files tab to submit your assignment.


week 1 quiz

  • 1

If an automotive service center has an issue with a car not being clean when returned to a customer, the poka-yoke corrective action might include what?

Leaving the plastic on the seat when returning the car to the customer.

An inspection by the person returning the car before the car is seen by the customer.

Letting the customer make this determination

Leaving it up to the service tech who took care of the repair to determine if the car is clean


  • 2

What happens to production efficiency as the customer exerts more influence on the system?

Production efficiency is eliminated

There is no effect on production efficiency

Production efficiency is increased

Production efficiency is decreased


  • 3

What is a company trying to optimize in the most common approach to developing a workcenter layout?

Movement of material

Work shift hours

Amount of required staff

Number of defects


  • 4

Why do many customers like the self-service approach to service design?

It puts the customer in control

The customer is always right in this type of system.

It gives the customer more opportunity to steal from a company

It provides the customer with the greatest amount of personal service.


  • 5

Which of the following is a good example of a continuous process layout?

An automobile manufacturing plant

A home construction site

A gas refinery

A sit-down restaurant


  • 6

Poka-yoke is a Japanese term for a procedure that blocks an inevitable mistake from becoming what?

A service defect

An unidentifiable waste

A reason for over-production

A new process design flaw


  • 7

According to the Service-System Design Matrix, sales opportunity has what sort of relationship to production efficiency?

Equal Relationship

Direct Relationship

No Relationship

Inverse Relationship


  • 8

Why would a company want to supply a product to preferred customers during product ramp-up?

Identify any remaining flaws

Get choice shelf positioning

Help develop a marketing plan

Test the shipping process


  • 9

Why is the planning phase often referred to as Phase 0 (Zero) of the generic product development process?

This phase requires $0 to complete.

This phase is not completed until after the project has been funded.

This phase happens before the project is approved.

This phase is not necessary.


  • 10

Permeable systems are characterized by being penetrable by customers via what two forms of contact?

Phone and face-to-face contact

Internet and phone contact

Face-to-face and internet contact

Internet and mail contact


  • 11

Using a project layout for building an aircraft, why would you want to place rivets close to or even in the fuselage?

Rivets are small and you don’t want to lose them

Rivets are used consistently throughout the construction process

Rivets should actually be placed farthest away from the fuselage.

Rivets are used one time only in the construction process


  • 12

A service process design flowchart is referred to as a service blueprint to emphasize what?

The importance of process design

The impact of customer service

The importance of system engineering

The impact of blueprints


  • 13

For which key organizational functions are tasks and responsibilities identified for all the steps of the generic product development process?

marketing, design, manufacturing, other

operations, quality, personnel, finance

strengths, weaknesses, opportunities, threats

marketing, operations, training, development


  • 14

Even though they use different models, both the Ritz-Carlton Hotel Group and Nordstrom Department Stores are known for what?

Customer-facing employees who only talk to rich customers

A self-service approach to customer service

The personal attention they provide their customers

Poor customer service


  • 15

Some may argue that the production-line approach may not treat the process as a service process, but as what type of process?

A quality approach

An operational approach

A marketing approach

A manufacturing approach






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.

Service Process

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.

Product Service

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 Map
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.
Factory Location
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.
Process Design


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