Process Strategy

Process Structure: 

          Determines the process type relative to the kinds of resources needed, how resources are partitioned between them, and their key characteristics. A layout is the physical arrangement of operations relative to each other. Finish Line is a customer-contact position company that consists of products and services.

Customer Involvement: 

          Reflects the ways in which customers become part of the process and the extent of their participation. Customers have low involvement with the process strategy because Finish Line focuses on making sure customers receive high-quality customer service and associates are responsible on providing 100% of the service and having most involvement with the customers from the initial greet to the end of the sale.

Resource Flexibility:

          Is the ease with which employees and equipment can handle a wide variety of products, output levels, duties, and functions. Finish Line employees are trained to provide high-quality customer service, have product knowledge on the performance and different styles of footwear, be able to find their way around the stockroom, be able to operate Finish Line’s system for transactions, orders, and reports.

Capital Intensity:

          Is the mix of equipment and human skills in a process. The greater the cost of equipment relative to the cost of labor, the greater is the capital intensity. Finish Line is a low automation store as the only technology required is a register with a computer system that is used for transactions, emails, reports, and orders.