DISCUSSION QUESTION:
7.3:
Service blueprinting is a process analysis technique that focuses on the
customer and the provider's interaction with the customer . It defines 3 levels of
interaction ,each level has different management issues and identifies potential
failure points
7.9:
Manufacturing firms that compete on each of the four processes shown on 7.1 :
+) Process focus : your local print shop , Hospital (Vinmee, ...).
+) Repetitive : Motorcycles (Honda, ... ) , your local bank mi shop.
+) Mass Customization : Dell computer.
+) Product focus : lays , Swing , Cishi, ... (commercial babed goods ).
7.10:
Competitive advantage of each of 4 firms identified :
+) Your local print shop : Specialization.
+) Your local bank mi shop : cost , specialization.
+) Dell computer : Differentiation , speciallization.
+) Lays : Differentiation , specialization.
PROBLEMS
7.11:
a) Crossover point :
75000 + 16x = 60000+20x
=> x= 3750
b) Beyond 3750 units of production , Machine A with lower var-cost is better
c) Below 3750 units of production , Machine B with lower fixed cost is better
7.13:
Start
Car arrived at the local wash station
Customer book and pay for order
Customer will
choose ECO
wash or double
polish wash
Technician washes cars and double
polish
Customer book and pay for order
Technician washes car
Vehicle sent for drying
Customer received car
end
7.14:
Process chart for the carwash process : Following are the process required for
the car wash at the repair station as below :
+) Process 1 : Arrival of car
+) Process 2 : Order booking for car wash
+) Process 3 : Resources assignment forear wash as per booked order
+) Process 4 : Pre-inspection of car before wash
+) Process 5 : Car pre-washing as per standard procedure
+) Process 6 : Car Main-washing as per standard procedure
+) Process 7 : Car final-washing as per standard procedure
+) Process 8 : Car drying as per standard procedure
+) Process 9 : Payment Credit for car wash
+) Process 10 : Customer reviews and car handover to customers
+) Process 11 : Receive customer feedback for future improvement
7.15
Register Type of Precheck and car Desired Wash Dry
the vehicle car wash to the wash area clean liquids car clean
Window
clean
Interior/
Exterior cle
an
Type clean
0.2h 0.1h 0.2h 0.1h 1h 0.5h
~ 2.1h
