Complex Service Process Optimization Based on Service Touchpoint Association and the Design Structure Matrix

Table 5

Initial DSM of the convenience store system.

	a	b	c	d	e	f	g	h	i	j	k	l	m	n	o	p	q	r	s	t
a
b	1
c		1													1
d		1	1											1
e				1
f				1	1		1	1	1		1
g						1
h							1
i							1	1
j									1
k										1
l											1
m										1		1
n													1
o		1	1											1
p															1
q															1	1
r																	1		1	1
s																		1
t																			1