紧密度和相关性Tightness

4、紧密度和相关性（TightnessandDependence）紧密度（tightness）：流程各阶段之间的联系密切程度。相关性（dependence）：15、瓶颈（Bottleneck）瓶颈（Bottleneck）Astagewiththelowestoutputcapacitythatlimitsthetotaloutputoftheprocess.2二、能力与需求（CapacityversusDemand）Capacityisthefirm’soutputcapability;demandisthelevelofoutputthatthemarketrequirestomeetcustomerneeds.3三、流程图（ProcessFlowcharts）Aschematicdiagramfordescribingaprocess.Whattheofficialordocumentedmethodis.Howtheworkisactuallybeingperformed.Whattheproperproceduresshouldbe.4ElementsinaProcessFlowchartExhibit5.65四、服务蓝图（ServiceBlueprinting）Theprocessofflowchartingforservicesthatincludesthecustomer:Identifying(mapping)processesIsolatingfailpointsEstablishingatimeframeAnalyzingprofitabilityLineofvisibilityAbovetheline:stagesinprocess,indirectcontactwithcustomer,thatfocusonprovidinggoodservice.Belowtheline:stagesintheprocess,notincontactwiththecustomer,thatfocusonprocessefficiency.6ServiceBlueprintforaCashAccount

ataDiscountBrokerageExhibit5.7Source:AdaptedfromG.LynnShostack,“DesigningServicesThatDeliver,”HarvardBusinessReview62,no.1(January–February1984),p.138.7BlueprintforaCornerShoeshineExhibit5.8Source:ReprintedbypermissionofHarvardBusinessReview.ExhibitfromAdaptedfrom“DesigningServicesThatDeliver”byG.LynnShostack,January–February1984,p.134.Copyright©1984bythePresidentandFellowsofHarvardCollege;allrightsreserved.8ShoeshineProfitabilityAnalysisExhibit5.9Source:ReprintedbypermissionofHarvardBusinessReview.ExhibitfromAdaptedfrom“DesigningServicesThatDeliver”byG.LynnShostack,January–February1984,p.135.Copyright©1984bythePresidentandFellowsofHarvardCollege;allrightsreserved.9ProcessAnalysisinServices(cont’d)FailsafingCreatingacontrolconditionwherethecustomer,