The Service Design Matrix - Essay Example

Examples of these include schools, bank halls, hospitals, and hotels. In this method, the service provider delivers quality services.
Self-Service: This is a process the customer procures the services without involving the provider. Examples of these include grocery stores, ATMs at banks, supermarkets, websites, and e-ticketing. In this design, the physical office is eliminated (APICS)

Personal attention: In this approach, the customer has a minimum contact with the provider and the customer develops a relationship with the service provider representative. Eg salesperson. In this approach the workflow is not customized and the provider seeks to build customer loyalty.

In the product design matrix, materials have added value in a defined flowing system in either three types of design systems job shop process, batch flow, or assembly line.
Job Shop Process: This is the manufacturing of a product in a fixed time and cost as per the requirements of the customer, and is done one by one. The jobs are unique, volumes are low and the variety is quite high (S. Anil Kumar, 2006, p. 17). Examples of Job Shops include metal fabricators, shipbuilding, and construction.

Batch flow; examples of batch flow include air traveling, traditional mortgage loan processing, textile apparel, and bread factories. The products are manufactured in regular intervals, characterized by the routing of the jobs and sometimes the products are kept in a warehouse awaiting sales (S. Anil Kumar, 2006, p. 18).

Assembly line: Examples of assembly lines include car manufacturing, mobile handset, television, and most consumer products goods. The operations are performed in sequence and are assembly-oriented. The product moves from one workstation to the next in a sequence of operations and materials are handled by devices like conveyors (S. Anil Kumar, 2006, p.19).

Figure 1

Process Design Aspect

Service

Product

Design focal point

Customer satisfaction

Product quality.

Strategy

Process evaluation external and internal.

Growth and launch of new products

Process design approach

Efficiency approach.

Six Sigma approach to reduce defects.

Process map

Levels of interaction with the service provider by the customer.

List of all materials used in producing the goods including packaging.

Process Performance Measurement

No customers attended.

No Tonnes processed in a day.

Factory location

Access to customers, infrastructure, and availability of labor.

Access to raw materials and markets. Infrastructure i.e. road, water, and communication services. Availability of labor.

Facility layout

Enough horizontal for maximum interaction between the customer and service provider.

It should be integrated, with minimum movement; space should be utilized both vertically and horizontally. The layout can be changed and materials flow forward. Minimum material handling, safe and secure.

Process design

Some services can be automated. Depending on the type of service

Depend on the job.

Scheduling

The demand for service and jobs is in a sequence.

Jobs are scheduled, in sequence and with a production plan.

Production planning

Resources available to serve the customer.

Collection of data, analyzing it to know of schedule and the demand of the product

Workforce

Skilled. IT savvy and it requires more personnel. Need supervision. Not highly paid.

Highly skilled. Highly Paid. Need no supervision.

Quality

Process of service delivery.

Process of production, including men, machines, and materials.

Capacity

Ability to offer services on time as requested.

Ability to plan for materials and process materials.

Inventory

Can’t be inventoried.

Material in stock.

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