Process Selection

Bose Corporation uses a batch flow product-flow. When inventory is ordered, several different products are ordered in numerous varying quantities. Made-To-Stock is the type of customer flow they process. After ordered products are shipped to the store, they are then moved into the various stock rooms, to await transfer to the selling floor, or directly to the register for customer pick-up. Bose would fall into the cell corresponding to both the Make-to-Stock and Batch Flow categories within the process characteristics matrix. Also within that cell, would be Customer Jewelry and Glassware factory.

A few of the factors that influence Bose's process selection include customer expectations, cost efficiency, and product variety. Bose is an audio electronics company. This market is based upon Made-to-Stock customer flow processes. Therefore, it would not be responsible for the company to step completely outside of that box. Most electronic consumers expect to have the ability to walk into a store and purchase a product at that very moment, if they so choose. For Bose to utilize any other
customer flow process would be very inconvenient for a customer who expects immediate gratification. However, Bose is very attentive in terms of customer feed back.

Bose® In-Ear Headphones


For instance, Bose's in-ear headphones arrived on the market within the past year and featured silicone tips which enhanced sound quality due to the tips being able to create a more effective seal within the ear canal, as well as augmented comfort at the same time. Well, after a few months of much excitement buzz and high sales, customer review revealed that the tips slipped off of the earphone very easily, causing problems all around. So, Bose took this feedback into consideration and redesigned the tip of the earphones where the silicone ends are attached. By simply affixing a grove on the earphone's point, the silicone tips stayed on a lot easier. This is a perfect example that illustrates, Bose still takes customer needs and desires into consideration regardless of the fact that they implement Made-to-Stock customer flow processes.

Secondly, any other customer flow process would be extremely cost inefficient for the company to implement. Made-to-Order customer process selection, because once again, those customers who are accustomed to immediate availability and purchase options would opt to take their patronage to another company. Finally, Bose utilizes batch flow for product processes in order to offer a variety of products to the consumers. This way, a customer who is not in the market for an entire surround sound system can walk through the store and find a great speaker system for his/her new iPod. Batch flow allows the company to appeal to virtually all prospective buyers.

Mass customization may be a process that Bose looks into for future methods of product and customer flow processes. Currently, Bose offers several systems that are very similar in design, but either have one more or one less feature in comparison to its predecessor or successor. For example, Bose offers a Wave Radio that features the company's patented wave-guide speaker design that produces crisp, clear, powerful sound from a relatively small system. This radio also features an AM/FM tuner and alarm clock with a remote control. Bose's Wave Music System is the same exact system, with the addition of cd capabilities.

Bose® Wave® Music System


Assemble-to-Order is a process made famous by the Dell Corporation, and is definitely a method that could also be very successful with Bose. Especially because Bose specializes in Home Entertainment Systems, a completely customized system would be something that would appeal to the masses on a grand scale. Although customers already have the option to choose which speakers and music storage options they'd like, that is the extent of their choices. Therefore, mass customization is something that Bose should most definitely look into.