Question: Session - 4 Process Strategy - Class Participation Based on the customer contact matrix, Compare the process structure for fast food restaurants (Mc Donalds) vs.

Session - 4 Process Strategy - Class Participation Based on the customer contact matrix, Compare the process structure for fast food restaurants (Mc Donalds) vs. five-star restaurants? Customer Contact Matrix for Service Less customer contact and customization Process Characteristics (1) High interaction with customers, highly customized service (2) Some interaction with customers, standard services with some options (3) Low interaction with customers, standardized services (1) Flexible flows with Individual processes Front Office Less processes divergence and more line flows (2) Flexible flows with some dominant paths, with some exceptions to how work performed Hybrid office Back office (3) Line flows, routine work same with all customers

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