Customer service representative ownership Follow-up phone call and survey Start Customer leaves Car garage visit flowchart Automobile needs repair and servicing Customer calls for an appointment Customer service representative (CSR) makes appointment and logs on computer Line of customer visibility Mechanic ownership Customer arrives Customer talks to customer sales representative and mechanic Customer waits Generate repair order and set priorities Explain service guarantee Customer pays bill Bill and repairs explained to customer End Mechanic diagnoses problem(s) Auto part[s] availability Customer leaves repair process, or No agreement reached Customer authorizes repairs? Yes Auto repairs completed and inspected Restaurant meal process Start Walter places customer meal order on order board-assume zero time Order walts 5 minutes Chef picks up order and checks "Is it accurate?" 1 minute Order Arrival Rate No-recheck with waiter No Yes Chef stages raw material- 4 minutes Chef cooks meal 12 minutes Chef assembles order- 3 minutes Prepared order waits for pickup- Waiter picks up customer order- assume zero time 5 minutes Ovens- 10 minutes END Process Flow Diagram: Cheeseburger No lost sale Begin Customer places call Yes Put in Yes Wait? Busy? call waiting No Possible lost sale Specify desired item(s) Yes Possible lost sale No Accept alternate selection Suggest alternate No Available? selection Yes Confirm order Pay H End