Watch the video Chapter 6, titled Service Design Concept, (2 min 11 s),
Examine some of the steps that are involved in designing goods and services. Select two services or two products that are currently on the market. Use Exhibit 6.1 from Chapter 6 of the text to compare and contrast each step, and determine the similarities and areas where they differ.
Suggest at least two changes to specific areas of the process design phase that may lead to improvement in operations. Provide a rationale to support your suggestion.
Compare and contrast the service positioning matrix and the product process matrix in terms of their differences and similarities.
Provide at least one example currently used in business for each of the matrixes and evaluate their benefits and limitations within the industry you chose.
Evaluate how each matrix is unique in the way it addresses the needs of the customer.
Choose two fast food franchises, such as McDonalds and Burger King, and examine their facility layouts. Compare and contrast both food franchises, and discuss the differences in their layouts.
Evaluate how each of the layouts enhance or hinder productivity and the customer experience. Support your answer.
Choose a company that sells a service or a product. Evaluate its supply chain performance effectiveness in terms of responsiveness, technology, and customer-related measures.
Determine at least three areas of effectiveness and three areas of deficiencies that can impact the competitive position of the company you chose in Part 1 of this discussion. Suggest ways the deficiencies can be improved. Provide at least two examples to support your answer.
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