A service delivery process is analysed with the help of Process Chain Network (PCN). Process Chain Networks helps the company to understand the service from the intial phase to the final. It is basically a network of intedependent processes that covers multiple entities. A PCn diagram is designed with the help of Provider’s actions and the resources available. to the left we need to keep the provider’s independent actions, to the middle we put the direct interaction happening between the providers and the customers. Then it moves to the customer’s surrogate interaction which is basically the perception of the customers about the provider’s resources and then it moves further to the independent processing of the customers which is nothing but the actions of the customers itself.
The three PCN Process Regions are:
Direct Interaction, Surrogate Interaction and Independent Processing
Process – chain – Network (PCN) examination concentrates on the manners by which procedures can be designed to upgrade collaboration between firms and their customers.
Direct Interaction area incorporates process steps that include individual to-individual interaction between the entities. Whereas the surrogate region incorporates process steps in which one process entity is acting on another entity’s assets, for example, their resources, data, or advances and technologies. So both these regions are important depending upon the severity ogf the situation and the problems faced by the organization.
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