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Operations Management: Processes and Supply Chains, 12th Edition by Larry P. Ritzman, Manoj K. Malhotra, Lee J. Krajewski

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Strategic Fit

The manager should understand how the four major process decisions tie together, so as to spot ways of improving poorly designed processes. The choices should fit the situation and each other. When the fit is more strategic, the process will be more effective. We examine services and manufacturing processes, looking for ways to test for strategic fit.

Decision Patterns for Service Processes

After analyzing a process and determining its position on the customer-contact matrix in Figure 2.2, it may be apparent that it is improperly positioned, either too far to the left or right, or too far to the top or bottom. Opportunities for improvement become apparent. Perhaps, more customization and customer contact is needed than the process ...

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