process design 2

Question 1

characteristics of professional service

Answer 1

high level of customer contact
client involved in service process
high levels of customisation
service process highly adaptable

Question 2

characteristics of service shops

Answer 2

medium volume of customers
mixed levels of customer contact
mixed levels of customisation

Question 3

characteristics of mass service

Answer 3

high volume of customers
low-medium levels of contact
low levels of customisation

Question 4

equation for breakeven volume

Answer 4

fixed cost/ (price - variable cost)

Question 5

what are process plans

Answer 5

document that details manufacturing and service delivery spec
assembly charts
quality control check sheets
process analysis

Question 6

what is process innovation

Answer 6

total redesign of a process for breakthrough improvements

Question 7

what are the principles for redesigning processes

Answer 7

remove waste, simplify activities
link processes to create value
fit process with sensors and feedback loops

Question 8

what are the three steps of implementing process technology

Answer 8

understand potential of new technology
evaluate the impact of new technology on performance
develop and implement technology

Question 9

what is process technology

Answer 9

shapes capabilities of of organisations

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