An Application of Process Layout Design Method to Service Operation of Mass Customization

The paper explores the key issues in mass customization of service operation with special concern on layout planning by employing the process layout design approach in a case study of Chinese restaurant. Findings are given in terms of three perspectives: Firstly the integration of analysis both in product and process is proven to be critical in layout arrangement of mass customization. Secondly the impacts of the modular production should be seriously taken into account when the process layout design method is used in mass customization operation. Finally the paper stresses that key features of services should also be incorporated for better solutions to the layout problems by especially identifying the influences brought by the customer participation in the service delivery