Inhoudsopgave
Chapter 2 Process strategy and analysis.................................................................................................2
Process Structure in Services..............................................................................................................2
Customer-Contact Matrix...............................................................................................................2
Service Process Structuring.............................................................................................................3
Process Structure in Manufacturing...................................................................................................3
Manufacturing Process Structuring................................................................................................3
Production and Inventory Strategies..............................................................................................3
Process Strategy Decisions.................................................................................................................4
Customer Involvement...................................................................................................................4
Resource Flexibility.........................................................................................................................4
Capital intensity..............................................................................................................................4
Strategic Fit.........................................................................................................................................5
Decision Patterns for Manufacturing Processes.............................................................................5
Gaining Focus.................................................................................................................................5
Strategies for Change.........................................................................................................................5
Process Reengineering....................................................................................................................5
Process Improvement.....................................................................................................................5
Process Analysis..............................................................................................................................6
Defining, Measuring, and Analysing the Process................................................................................6
Flowcharts......................................................................................................................................6
Work Measurement Techniques........................................................................................................7
Process Charts................................................................................................................................7
Data Analysis Tools.........................................................................................................................7
Redesigning and Managing Process Improvements...........................................................................8
Questioning and Brainstorming......................................................................................................8
Benchmarking.................................................................................................................................9
1
, Chapter 2 Process strategy and analysis
Process Structure in Services
Process strategy means that the pattern of decisions made in managing processes so that they will
achieve their competitive priorities.
Process strategy
Customer-Contact Matrix
Process divergence is the extent to which the process is highly customized with considerable latitude
as to how it tasks are performed.
2
Chapter 2 Process strategy and analysis.................................................................................................2
Process Structure in Services..............................................................................................................2
Customer-Contact Matrix...............................................................................................................2
Service Process Structuring.............................................................................................................3
Process Structure in Manufacturing...................................................................................................3
Manufacturing Process Structuring................................................................................................3
Production and Inventory Strategies..............................................................................................3
Process Strategy Decisions.................................................................................................................4
Customer Involvement...................................................................................................................4
Resource Flexibility.........................................................................................................................4
Capital intensity..............................................................................................................................4
Strategic Fit.........................................................................................................................................5
Decision Patterns for Manufacturing Processes.............................................................................5
Gaining Focus.................................................................................................................................5
Strategies for Change.........................................................................................................................5
Process Reengineering....................................................................................................................5
Process Improvement.....................................................................................................................5
Process Analysis..............................................................................................................................6
Defining, Measuring, and Analysing the Process................................................................................6
Flowcharts......................................................................................................................................6
Work Measurement Techniques........................................................................................................7
Process Charts................................................................................................................................7
Data Analysis Tools.........................................................................................................................7
Redesigning and Managing Process Improvements...........................................................................8
Questioning and Brainstorming......................................................................................................8
Benchmarking.................................................................................................................................9
1
, Chapter 2 Process strategy and analysis
Process Structure in Services
Process strategy means that the pattern of decisions made in managing processes so that they will
achieve their competitive priorities.
Process strategy
Customer-Contact Matrix
Process divergence is the extent to which the process is highly customized with considerable latitude
as to how it tasks are performed.
2
