1. Classify the following types of processes as continuous, assembly line, batch, job shop, or project:
a. Doctor’s office
b. Automatic car wash
c. College curriculum
d. Studying for an exam
e. Registration for classes
f. Electric utility
2. Why are assembly-line processes usually so much more
efficient but less flexible than batch processes? Give
three reasons.
3. The rate of productivity improvement in the service
industries has been much lower than in manufacturing.
Can this be attributed to process selection decisions?
What problems would be involved in using more effi–
cient processes in service industries?
4. Several industries—including those that produce furni–
ture, houses, sailboats, and fashion clothing—have
never progressed down the diagonal of the product-
process matrix to become highly standardized and
efficient. Why do you think this is so?
5. Compare the expensive restaurant, fast-food restau–
rant, and cafeteria in terms of process characteristics,
such as capital, product type, labor, planning, and
control systems.
6. A company is in the business of making souvenir
spoons to customer order. The customers select the size
of the spoons and may specify the design to be
embossed on them. One or more spoons may be
ordered. The company is considering going into the
make-to-stock spoon business for souvenir spoons and
everyday tableware as well. What will it have to do
differently? How is the business likely to change?
7. What are the strategies of the following organizations?
Is the strategy defined in terms of product or process or
both?
a. McDonald’s
b. AT&T Telephone Co.
c. General Motors
d. Harvard Business School
8. Suppose that a firm is considering moving from a batch
process to an assembly-line process to better meet evolv–
ing market needs. What concerns might the following
functions have about this proposed process change: mar–
keting, finance, human resources, accounting, and infor–
mation systems?
9. Give an example of mass customization not discussed
in the chapter.
10. What techniques or approaches can be used to achieve
mass customization in practice?
11. Search the Internet to find applications of 3D printing.
12. What is the difference between economies of scale and
economies of scope? How do firms consider these when
investing in processes?
13. What are some of the classic signs of an unfocused
operation?
14. What are the pros and cons of organizing a plant-
within-a-plant?
15. Why should operations be concerned with environmen–
tal issues?
16. What are the main ways in which processes are man–
aged to accommodate environmental regulations?
72 Part Two Process Design
