Discus Process Selection Design and Improvement
1. Define custom, option, and standard goods and
services and give a new example of each. How
does the type of goods and services affect process
choice?
2. Describe the four types of processes used to produce goods and services.
3. What is the (traditional) product life cycle? How does
it relate to process design and selection? Explain
how firms make money when their goods or services
follow the traditional product life cycle.
4. Explain the logic and use of the product-process
matrix.
5. Define a service encounter activity sequence and
give three examples.
6. Define a pathway and give an example.
7. Explain the differences between customer-routed
services and provider-routed services and give an
example of each.
8. Explain the logic and use of the service-positioning
matrix.
9. What is a process map? How is it used in process
design?
10. What are the advantages of clearly defining the process boundaries?
Discus Process Selection Design and Improvement
11. Explain the concept of the hierarchy of work. How is
it useful in process design activities?
12. What is the value stream? How does a value stream
map differ from an ordinary process map?
13. Describe how to apply process and value stream
mapping for process design.
14. Why do people make inadvertent mistakes? How
does poka-yoke help prevent such mistakes?
15. Describe the types of errors that service poka-yokes
are designed to prevent.
16. What are the possible objectives to improving a
process?
17. How can process maps be used for improvement?
18. What is reengineering? How does it differ from
other approaches to process improvement?
19. What type of process—project, job shop, flow
shop, and continuous flow—would most likely
be used to produce the following? Explain your
reasoning.
a. Personal computers
b. Weddings
c. Paper
d. Paper books
e. Tax preparation
20. What type of process—project, job shop, flow
shop, and continuous flow—would most likely be
used to produce the following?
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