Draw a process map of customer service for Volkswagen Group.

1. Read the following sections in the attached textbook:
– Process Structure in Services
– Process Structure in Manufacturing
– Process Strategy Decisions
– Strategic Fit
– Process strategies for Change

2. Watch the following videos:

– https://www.youtube.com/watch?v=NXbGIilFidA&feature=youtu.be

– https://www.youtube.com/watch?v=DXuPeDj4TsE&feature=youtu.be

– https://www.youtube.com/watch?v=hRILA3MmhYY&feature=youtu.be

– https://www.youtube.com/watch?v=fUOx9D7B7A8&feature=youtu.be

3. After viewing the posted videos on process maps, draw a process map of customer service for Volkswagen Group.