UGBA 10 Lecture Notes - Lecture 23: Activity-Based Costing, Small Batch Whiskey, Records Management

• School: Berkeley
• Department: Business Administration Undergraduate Program
• Course: UGBA 10
• Professor: Briginshaw John

Document Summary

Operations strategy: continuous process, specifies the means by which operations implements corporate strategy, links long-term and short-term operations decisions to corporate strategy. Process strategy: the pattern of decisions made in managing processes, so that the processes will achieve their competitive priorities (cost, quality, flexibility, time) 4 common decisions in process strategy: process structure, determines the process type relative to the kinds of resources needed, and their characters. Process structure in services: about choosing a process type that best achieves the competitive priorities for that process. Process types can be related to customer contact, level of customization: customer-contact matrix, brings together customer contact, customization, process divergence, flexible flow. Front office: high interaction with customers, highly customized service, flexible flows with individualized processes, ex: luxury restaurant. Hybrid office: some interaction with customers, standard services with some options, flexible flows with some dominant paths, with some exceptions as to how work performed, ex: fast food restaurant.