Operations Management: Processes and Supply Chains, 12th Edition

Process Strategy Decisions

Having covered process structure decisions in both service and manufacturing organizations, we turn our attention now to the other three major process strategy decisions shown in Figure 2.1—customer involvement, resource flexibility, and capital intensity.

Customer Involvement

Customer involvement reflects the ways in which customers become part of the process and the extent of their participation. It is especially important for many service processes, particularly if customer contact is (or should be) high.

Possible Advantages

The advantages of a more customer-focused process might increase the net value to the customer. Some customers seek active participation in and control over the service process, particularly if ...