Process Design Matrix and Summary

Process Design Matrix and Summary

Juana LaChulita

OPS/571

January 29, 2015

Dr. Michele Smith

Process Design Matrix and Summary for Services and Product

Companies provides a services or a products with the goal of succeeding and be profitable. In order for the company to succeed, a good planning and strategy is necessary to excel. This executive summary highlights the process design for a service, a Sheraton Hotels and a product, Toyota cars.  

The customer contact will depend on between on the service or product.  Both process will be designed based in a profitable manner (Jacobs, 2013). The facility and factory location will have an economic benefit. The focus on the interaction for the services will be the public and clients’ needs and anticipations. The focus point of the product is the technical skills and how production can be improved to meet deadlines.

Service: Sheraton Hotels

Design Focal Point. The client reserve a room and checking into the hotel; this is the focal point. The service strategy follows a support system for both customers and employees. The strategy used by many companies is the speed of service and quality of the service. For example. How long it takes to checking a client accurately.  According to Jacobs (2013), some suggest that the workforce is affected by service. Management treats employees how they want the staff to treat the public. This creates a well-motivated staff that will do a good job with customer service. Jacobs (2013) stated, “The customer contact is the physical presence of the customer in the system” (pg. 219).

Personal – Attention Approach.  Service is a personal approach provided by the staff to the customer. The design is carefully plan according to the needs of the client to have a user friendly service, competitive, and appropriate to the customers.  The hotel will come in contact with the client via internet, phone, mail, or face to face. Self-service approach is not the best for this type of service.

Process Performance Measurement.  Customer feedback is the best way to measure good customer service. The feedback will help dictate what an appropriate time of completion of service and what criteria the client looks for when checking at the hotel such as ex: friendly and knowledgeable staff.

Product: Toyota cars

         Design Focal Point. The end user of the car is a customer. The product design such of car requires planning to begin with a strategy that will includes assessment of market objectives and technology developments (Jacobs, 2013).  The product development includes marketing to define market segment. The design consider a platform and architecture. The manufacturing process identify the production constrains and set supply chain. The product requires extensive research with available technologies to start the plan.