Process Entity Entity's Process Domain Direct interaction (e.g. with supplier) Surrogate interaction (e.g. acting on supplier resources) Independent processing (entity acting on entity's owned/controlled resources) Surrogate interaction (e.g. acting on customer resources) Direct interaction (e.g. with customer) degree of process control train employees order supplies using vendors website install car wash equipment receive supplies wash car maintain supplies return car to customer and process payment purchase car wash equipment Figure 1: PCN Diagram for a full-service car wash FIGURES (c)2012 S.E.Sampson get customers order and car keys dry car wax car

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

Car WashCustomer Providers Process DomainCustomer's Process Domain Independent processing Surrogate interaction Direct interaction Surrogate interaction Independent processing Figure 3: Strategic process positioning for the wash car step FIGURES (c)2012 S.E.Sampson wash car before selling or renting to customer wash customers 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 providers facility using self-serve equipment wash car at home using supplies bought from provider positioning steps toward providers process domain gives better economies of scale positioning toward customers process domain gives greater opportunity for customization steps in interaction regions are the least efficient but can deliver customized employee expertise Strategic implications…