1. Provider’s Process DomainCustomer’s Process Domain Independent processingSurrogate interactionDirect interaction Surrogate interactionIndependent processing PCN Diagram for process: Authors: page 1 6/9/2015 (enter names in this page footer)

2. Provider’s Process DomainCustomer’s Process Domain Independent processingSurrogate interactionDirect interaction Surrogate interactionIndependent processing PCN Diagram for process: Authors: Lecture class  instructor student  6/9/2015 (enter names in this page footer) page 2 need knowledge enroll in class acquire book more sessions? no have knowledge prepare syllabus give lecture design course prepare lecture listen and take notes study go to class acquire knowledge take exam yes grade exam have grade write exam

3. Provider’s Process DomainCustomer’s Process Domain Independent processingSurrogate interactionDirect interaction Surrogate interactionIndependent processing PCN Diagram for process: Authors: Interactive Class “co-productive education”  instructor student  6/9/2015 (enter names in this page footer) page 3 enroll in class acquire book more sessions? no have skill prepare syllabus design course prepare discussion prepare for class acquire knowledge yes assign teams need skill give feedback give presentation listen and take notes prepare presentation review presentation guidelines discuss topictake notes hear other presentations take exam or write term paper grade exam or term paper have grade