Ops 571 Week 1

OPS 571 WEEK 1

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OPS 571 Week 1

Process Design Matrix and Summary

The basic idea of process design is an approach on a product and service render through an organization. Both product and service give clear evidence to management ways to improve quality customer service. The matrix will demonstrate how effective a product and service is to the organization and the customer.

Service Process

The Personal- Attention approach is a service that continues to grow an organization in customer service. Department stores continue to grow by demonstrating outstanding customer service for example: greet each customer with a smile, ask them do they need assistances with a product, and then follow through with customers till the entire transaction is complete. Salespersons need to treat every customer and associate with dignity, honesty and respect. However, it doesn’t stop there. Go the extra mile; engage the customer by asking questions to determine their needs. For example: Are they looking for something for themselves, their family, or a gift for someone else? One basic service customers want most are friendly, knowledgeable associates. Before they spend their money, they want to know what they’re buying and whether it meets their needs. They expect to have associates who will help them get these answers. It’s the employee’s job to determine those needs by asking questions and offering merchandise suggestions to fit those face-to-face needs. According to Jacobs and Chase (2011) gives a great example by stating, “Tom Peters describes his visit at a local department store service approach: After several visits to a store’s men’s clothing department, a customer’s suit still did not fit. He wrote the company president, who sent a tailor to the customer’s office with a new suit for fitting. When the alterations were...