GMS 401 Lecture Notes - Lecture 5: Process Flow Diagram, Fuel Tank, Customer Service
13 Mar 2017
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Document Summary
Imaginative and fast product design: rapid process design, tightly controlled inventory management, tight schedules, responsive supply chain partners, comparison of processes. Focused processes: focus brings efficiency, focus on depth of product line rather than breadth, focus can be, customers, products, technology. Service: changing processes, difficult and expensive, may mean starting over, process strategy determines transformation strategy for an extended period. Important to get it right: process analysis and design. Service blueprinting: focuses on the customer and provider interaction, defines three levels of interaction, each level has different management issues. Identifies potential failure points: process analysis tools, flowcharts provide a view of the big picture, time-function mapping adds rigour and a time element. Winter 2017: value-stream analysis extends to customers and suppliers, process charts show detail, service blueprint focuses on customer interaction. Service process matrix: mass service and professional service. Focus on human resources: personalized services, service factory and service shop, automation of standardized services, tight control required to maintain standards.
