EXHIBIT ' Exhibit Title Goes Here

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Examples of Processes within an Organization
Process Description Inputs
Outputs Market research Surveys, interviews,
Customer preferences, focus groups
suggestions Payroll Time sheets,
Paycheck time cards Customer service
Complaints, Resolution of issues
inquiries Hiring new employees
Advertisements, New employees
interviews, tests
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Types of New Products

• Revolutionary Products
• Evolutionary Products
• Product Extensions
• Core Research Products
• Partnership Products

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The Service Process Matrix
Degree of Interaction and Customization
Low
High
Service factory o Airlines o Hotels
Service shop o Hospitals o Auto repair
Low
Degree of Labor Intensity
Mass Service o Retailing o Schools
Professional Services o Doctors o
Accountants
High
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Types of Processes

• Project
• Intermittent - Job Shop - Batch
• Line-Flow - Assembly Line - Continuous

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Comparison of Process Characteristics
Project Intermittent
Line-Flow
Flexibility High Low Labor
Skill High Low Capital Invest
Low High Labor Content
High Low Unit Cost High Low
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Matching Process and Product
Product Characteristics
One-of-a Low Vol Multiple Limited
Products High Volume Kind Low Std
Products High Volume High Demand
High Opportunity Costs
Project Job Shop Batch Assembly
Line Continuous
Type of Process
High Out -of- Pocket Costs
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The Role of Technology In Manufacturing

• Machining centers
• NC machines
• Industrial robots
• Computer-aided design and manufacture(CAD/CAM)
• flexible manufacturing systems (FMS)
• Computer-integrated manufacturing (CIM)
• Islands of automation

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The Role of Technology In Services

• Strengthening customer relationships
• Provide rapid and controlled growth
• Improve performance
• faster service
• improved knowledge
• increased customization
• Increased efficiency
• economies of scale
• reduced labor costs

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