Visit or research online a manufacturing facility and a service organization in the area where you live:

1. In terms of the product-process matrix in Figure 9.1, to which category does the manufacturing facility belong and how would you classify the layout of the manufacturing facility?

2. In your opinion, what are the drawbacks of process design and layout of the manufacturing facility? What suggestions do you have for improvement?

3. In which quadrant of the service process design matrix in Figure 9.3 would you classify the service organization you visited? What suggestions do you have, if any, for a redesign of this service process?

Figure 9.1

Figure 9.3

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High Project Single Unique Product -Ship Building -Olympic Games Job Shop -Print Shop -Car Repair Shop Customized Products Moderate Variety Limited Variety Homogeneous Product High Low Batch -Bakery -Credit Card Billing Repetitive -Car Assembly Line -Automatic Car Wash Continuous Flow -Sugar Refinery -Power Plant Variety Degree of Customization Versus Customer Interaction Low High Mass Services Professional Services • Law Firms • Accounting Firms • Doctors' Offices • Graphic Designers • Tutors High Retailers • Wholesalers • Online Schools • Railroads Service Factories Service Shops • Airlines • E-Tailers • Hotels/Motels • Mail and Check Processing • Hospitals • Gourmet Restaurants • Auto Repair Shops • Livery Cabs Low Firms Degree of Labor Intensity