Ohori’s: using the product-process matrix, they are using job shop process type in which their products seem to be customized and have very low volume. Ohori’s coffee is defined as a boutique store, the high skilled coffee masters serve customers with high-quality different flavored coffee and satisfy their unique needs. There’s no standard production process, every cup of coffee is made special. Folgers: they are using the repetitive process type as of product-process matrix. Their products are mass production with variety of options and flavors.

Bacause their products are packaged standard ones, with standard facilities and factories, all of their prodcuts are under the same sequence. Workers are normally low skilled as the prodcution process are all standard. Ohori’s v. s. Folgers: as they have very different product-process matrix, operation layout can be also different. Ohori’s may use the line balancing for its product layout as they are different steps or tasks for each coffee masters to proceed and finish. The whole production efficiency is based on the total time that used on every different favor coffee which customers ordered.

On the other hand, Folgers may use cellular layout as product layout as they have several product lines for different blends and flavored coffee. They need a mass production so it would be more efficient if they use the cells which increase flexibility of repetitive processes. If Folgers want to compete with Ohori’s , they may change their product process which should mainly focus on the job shop. And a job shop process could be more efficient if they stay into the cells product layout.

Executive Brief of Sonnie’s Gourmet Sandwich Cafe For service process matrix, Sonnie’s sandwich shop can be placed on the service shops as they have lower level of labors as well as higher level of customer’s interaction and customization, campared with McDonald’s which is placed in mass services. As of the situation stataed in the case, though Sonnie’s is popular and they can attract many customers due to the made-to-order process. On ther other hand they are facing chanlleges of capacity and efficiency especially in lunch time, which McDonald’s may not have as of mass service and standarded production.

Sonnie’s now can serve 40 customers per hour at lunch time which is probabaly their max capacity. From my obervation and analysis, the made-to-order process can be more efficient if they redesign the service buleprinting and line balancing, then they will not lose professional customers whose schedule’s busy and others who choose to go to other restaurants bacause of the waiting line. The customer is approximately spending 210sec from walking into the shop and making orders to finish the orders.

And the order fulfillment process takes average 195sec to hand sandwiched to customers. To cut down and processing time and make it more efficient, we need to focus on the precedence relationship between different ordering and assembling steps. Also we need to focus on the customer actions and realated service providers’s reacting actions. My recommondation would be: when there is a waiting line, customers can get the order form from the entrance of the shop as well as a pencil then might need.

Filling out the forms before arriving the order spot, be prepraed, then I believe the ordering process could drop down a lot. Then the person who is in charge of ordering can split the order form as usual. Another part that may change would be the assembling and order accuracy checking. The choice of side could be placed out, along the waiting line zone. Then when the customer get to the order spot, they already have their side that they prefer and this would also save a lot of time. Customer may just leave the top part of the form and their side to the order person.