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process design matrix and executive summary

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DESIGN MATRIX 1
PROCESS DESIGN MATRIX
UNIVERSITY OF PHOENIX

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DESIGN MATRIX 2
EXECUTIVE SUMMARY
ABSTRACT
This executive summary will outline the specific design approaches for Apple online
support service and Apple as the product. In the executive summary, information will be
provided about the process design approach, the process design, inventory and quality of
amenities and products. The key results as defined in the process design display a range of
extremely competitive amenities and services along with extraordinary member satisfaction.
Process design aspect.
Design focal point; the main focus of apple online support service is the production of quality
services and results. Apple Company focuses on ensuring their customers are attended to in a
short period of time possible. This way they ensure that quality of their services is always above
board.
Strategy; for apple company to provide online support service they require the customers to be
covered within their warranty and if not they will be taken care of but at a fee. In addition to this
they require the customers to provide the serial number of their device in this case apple iPad for
the technicians to access their database and be able to correct them.
Process design approach; this process design matrix is divided into two; self-service approach
where customers use apple websites to access assistance from apple technical team and pay use
credit cards if not covered under warranty. The other approach is the product line approach in
which the company controls execution of each outlet in order to ensure services are offered to
customers rapidly and within the shortest period possible.

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