Ops 571: Process Design Matrix

Process Design Matrix and Summary

Shacorra Hall

OPS 571

September 17, 2015

Deborah Jones

Process Design Matrix and Summary

This summary entails three process design strategies for a service providing hair care solutions (Keejay’s by Jerry) and their preferred line of hair care products (shampoo, conditioner, hair spray, color, hair protein and treatments). Process design varies for service and manufacturing organizations, “process design is a critical function in any operation” (Service versus Manufacturing Process Design Video). The four process design approaches I will utilize from the matrix are; design focal point, process performance measurement, business location, and quality. I will discuss how these design approaches contribute to the success of this business.

Process Design Approaches in an Organization

This segment of the assignment will exemplify how the four selected process design approaches are utilized successfully within the hair care business.

Motto

        The motto creates the foundation for the company. The motto for Keejay’s by Jerry is to supply clients with service and products that caters to the enhancement of healthy hair. This motto instills in the service providers to excel at their position.

Design Focal Point

        The first process design approach is the design focal point. The design focal point at Keejay’s by Jerry is devised to meet customer satisfaction. All customers at Keejay’s by Jerry are seeking to achieve their best look and healthy hair. Keejay’s by Jerry caters to customer hair needs while providing them with desired hair results. The organization understands that a happy customer will return and generate new business as well.

Process Performance Measurement

        The measure of success in a business is contingent on positive and negative customer reviews. In order for a business to sustain and stand out from competitors, it must cater to its customers. An increase in clientele indicates positive customer perception. A decrease in clientele denotes negative customer perception. An increase in customer satisfaction will contribute to business growth. A decrease in clientele will hinder this growth. The goal for Keejay’s by Jerry is to provide the customer with what they want while giving what they need. Performance measurement is a critical key to the process design matrix.