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Process Design Matrix Summary Essay

This summary entails three process design approaches for a service providing organization (Chaparral Suits Hotel & Resort) and for a small manufacturing organization (Something Sweet Bakery). Although process design varies for service and manufacturing organizations, “process design is a critical function in any operation” (Service versus Manufacturing Process Design Video). The three process design approaches that I pulled from the matrix are; design focal point, scheduling, and quality. I will explain how the same three process design approaches apply to each of these organizations in diverse industries.

Process Design Approaches in a Service Organization

This portion of the summary will illustrate how the three selected process design approaches are implemented in a service providing organization like Chaparral Suits Hotel & Resort.

Design Focal Point
The first process design approach is the design focal point. With regards to Chaparral Suits Hotel & Resort the design focal point is devised to meet the customers needs. For example, about 60% of the Chaparral’s customers are seeking relaxation. The other 40% are seeking a convenient place to conduct business. Chaparral’s caters to both customer needs by choosing to have the hotel in a Resort location as well as near major freeways and large business organizations.

Scheduling in a service providing industry like Chaparral Suites Hotel & Resort is essential for optimal performance. For example, during the off-season there is a higher rate of vacant rooms creating a dilemma of having excess staff. To deal with this yearly occurrence management has scheduled most of the employees paid time off during the off-season. Also, Chaparral uses websites like Expedia and Travelocity to try to sell any rooms not spoken for during the offseason. Furthermore, cross training is provided so that employees and resources can be shifted to where the higher workload is.

In a service providing industry quality is at the top of the list. If the company provides poor quality service they will loose their customer base to the competition. Chaparral Suits Hotel & Resorts manager Tracy Milward states that they look for, “people –people when ever they are trying to hire and train folks for this industry” (Service versus Manufacturing Process Design Video). Also, staff is required comply with key performing indicators to track employees’ service quality primarily used for reception and customer service personnel.

Process Design Approaches in a Manufacturing Organization
This portion of the summary will illustrate how the three selected process design approaches are implemented in a manufacturing organization like Something Sweet Bakery.

Design Focal Point
The first process design approach is the design focal point. With regards to Something Sweet Bakery the design focal point is devised to meet the end users needs. For example, employees at Something Sweet Bakery will only bake pastry’s that are in demand at the moment. In essence, different pastry’s will be baked in different seasons. With regard to the location’s design focal point Something Sweet Bakery chose to set up shop in an upscale shopping center in Scottsdale, Arizona because of the high volume pedestrian traffic. The bakery was designed so that when the customers enter the bakery the aroma of fresh, delicious pastry’s overtakes them. This strategy will stimulate sales generating increased revenue.

The scheduling process at Something Sweet Bakery is not that complicated being that this is a small manufacturing company. Since 70% of their business is made to order there is a mandatory minimal number of staff members that need to be in the bakery. During holiday season there is a demand spike and product volume increases substantially. In order to effectively stay on pace with the production schedule a “batch process is used to offset variations in demand” (Service versus Manufacturing Process Design Video). For example, a big batch of cookie doe will be made and froze, except for the portion that will be used that day. Another way the bakery schedules to meet demand is providing employees with overtime.

Quality is important in any industry, especially in a bakery. If customers don’t like the quality of your product they simply will go elsewhere. At Something Sweet Bakery quality is a more subjective process. Tina, the co-owner, and bakers personally taste everything before it is available to customers. This is how they check and maintain product quality.

In Retrospect, although the two industries depicted in this summary perform two very different operations they are both striving to meet the same goals. In this case company size is not a significant factor when it comes to the application of process design approaches. In order to achieve and maintain success in Chaparral’s Suits Hotel & Resort and Something Sweet Bakery it is imperative that they make wise decisions with regards to the three process design approaches stated in this summary.

University of Phoenix, Service versus Manufacturing Process Design Video

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