Process Design Matrix Summary Ops 571

Process Design Matrix Summary
J
OPS/571
December
Rob

Process Design Matrix Summary
This summary entails three process design approaches for a service providing organization (Chaparral Suits Hotel & Resort) and for a small manufacturing organization (Something Sweet Bakery). Although process design varies for service and manufacturing organizations, “process design is a critical function in any operation” (Service versus Manufacturing Process Design Video). The three process design approaches that I pulled from the matrix are; design focal point, scheduling, and quality. I will explain how the same three process design approaches apply to each of these organizations in diverse industries.

Process Design Approaches in a Service Organization This portion of the summary will illustrate how the three selected
For example, during the off-season there is a higher rate of vacant rooms creating a dilemma of having excess staff. To deal with this yearly occurrence management has scheduled most of the employees paid time off during the off-season. Also, Chaparral uses websites like Expedia and Travelocity to try to sell any rooms not spoken for during the offseason. Furthermore, cross training is provided so that employees and resources can be shifted to where the higher workload is.

Quality In a service providing industry quality is at the top of the list. If the company provides poor quality service they will loose their customer base to the competition. Chaparral Suits Hotel & Resorts manager Tracy Milward states that they look for, “people –people when ever they are trying to hire and train folks for this industry” (Service versus Manufacturing Process Design Video). Also, staff is required comply with key performing indicators to track employees’ service quality primarily used for reception and customer service