QUESTION:

Select a service business that involves interaction between customers and service providers, and create a PCN diagram similar to Figure SHOWN ABOVE. Pick a key step that could be performed either by the service provider or by the customers. Show process positioning options for the step. Describe how the options compare in terms of efficiency, economies of scale, and opportunity for customization.

Assemble sandwich Sandwich consumer Sandwich supplier Supplier's process domain Consumer's process domain Direct Direct interaction interaction 1 . Independent processing Prepare sandwiches at factory for resale at convenience stores Surrogate interaction Make sandwich in restau- rant kitchen from menu offerings with modest modifications Surrogate interaction Customer assembles sandwich from buffet offerings Independent processing Assemble sandwich at home using ingredients from refrigerator ----------- -------- Vugd Monkey Business Images/Shutterstock Zurijeta/Shutterstock ------- Peter Titmuss/Alamy REDA &CO srVAlamy photosbyehlers/Fotolia Assemble custom sandwich at Subway as customer orders