OPM H2 Process strategy and
analysis
Process strategy = the pattern of decisions
made in managing processes so that hey will
achieve their competitive priorities
It’s not about the processes themselves,
but it’s about the pattern of decisions to
manage and control these processes
Process structure in services:
- Customer contact = the extent to which
the customer is present, is actively
involved, and receives personal attention
during the service process
- Customization = service level ranging
from highly customized to standard
- Process divergence = the extent to which the process is highly customized
with considerable latitude as to how its tasks are performed
- Flow = how the work progresses through the sequence of steps in a process
Dimensions of Customer Contact in Service Processes
analysis
Process strategy = the pattern of decisions
made in managing processes so that hey will
achieve their competitive priorities
It’s not about the processes themselves,
but it’s about the pattern of decisions to
manage and control these processes
Process structure in services:
- Customer contact = the extent to which
the customer is present, is actively
involved, and receives personal attention
during the service process
- Customization = service level ranging
from highly customized to standard
- Process divergence = the extent to which the process is highly customized
with considerable latitude as to how its tasks are performed
- Flow = how the work progresses through the sequence of steps in a process
Dimensions of Customer Contact in Service Processes
