After reading this chapter, you should be able to:
Understand the process structure in services and how to position a service process on the customer-contact matrix.
Understand the process structure in manufacturing and how to position a manufacturing process on the product-process matrix.
Explain the major process strategy decisions and their implications for operations.
Discuss how process decisions should strategically fit together.
Compare and contrast the two commonly used strategies for change, and understand a systematic way to analyze and improve processes.
Discuss how to define, measure, and analyze processes.
Identify the commonly used approaches for effectively ...