Figure 1: PCN Diagram for a full-service car wash

1. Figure 1: PCN Diagram for a full-service car wash degree of process control degree of process control purchase car wash equipment install car wash equipment get customer’s order and car keys wash car order supplies using vendor’s website train employees dry car return car to customer and process payment wax car receive supplies maintain supplies FIGURES (c)2012 S.E.Sampson

2. Figure 2: PCN Diagram showing a car wash and a customer prepare car wash website check prices on car wash website identify need to clean car review options install car wash equipment use car wash? yes drive to car wash wash car get car keys make selection no, DIY instead train employees wash, dry, wax car dry car return car to customer maintain supplies wax car process payment drive clean car FIGURES (c)2012 S.E.Sampson

3. Figure 3: Strategic process positioning for the “wash car” step Strategic implications… wash car before selling or renting to customer wash customer’s car while customer does something else provider and customer work together to wash car, jointly making decisions about how the car wash progresses wash car at provider’s facility using self-serve equipment wash car at home using supplies bought from provider steps in interaction regionsare the least efficient but can deliver customized employee expertise positioning steps toward provider’s process domain gives better economies of scale positioning toward customer’s process domain gives greater opportunity for customization FIGURES (c)2012 S.E.Sampson