Page 16 - Design for Six Sigma for Service (Six SIGMA Operational Methods)
P. 16
2 Chapter One
Products
Core operation
Product development
and manufacturing
Business processes
Business management
Supplier management
Information technology
Figure 1.1 Business Operation Model for Manufacturing-Oriented Companies
branches. Each branch is a service delivery process. The service process
delivers services to customers. The services provided to customers, no matter
how intangible, can be treated as service products. For example, in the
restaurant business, the meal provided to customers and the music played
could be treated as service products; in the insurance business, the insurance
policy and processed claims can also be treated as service products. In service
organizations, usually the service delivery processes and services are closely
related; many of them are in the same place. For example, in the restaurant
business, the service delivery process includes the kitchen operation, order
taking, the hostess, and the cashier; in the insurance business, the service
delivery process includes the insurance agent, insurance policy paperwork
processing, insurance claim processing, and information systems.
Service products Service products
Service delivery Service delivery
process process
Business processes
Business management
Supplier management
Information technology
Figure 1.2 Business Operation Model for Many Service Organizations
