PATRICK DQ1

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Grand Canyon University *

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Nov 24, 2024

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Hello class, I have decided to apply the concepts of complexity and divergence to Netflix. Netflix started as an online platform for renting movies and video games. With the advent of streaming and high-speed internet, Netflix purely moved into the online space as they no longer rent physical media and have become an online streaming service for video media. According to Jacobs and Chase, complexity and divergence are parameters for measuring the similarity between different proposed service processes (2020). Complexity refers to the number of steps involved in the proposed service process, whereas divergence refers to the amount that the interaction between customer and provider differs between different processes (Jacobs, 2020). The result is that different processes within an overall service can have varying levels of complexity and divergence and different options for the same process can also have varying degrees of complexity and divergence. After analyzing Netflix's operations for complexity and divergence, it is apparent that Netflix definitely falls into the category of a company with processes of varying levels of complexity and divergence. Netflix has low complexity and divergence when it comes to its sales processes. This is because Netflix only offers 3 separate subscription plans with low levels of divergence. This cuts down on the complexity of sales as the product itself is simple and easy to understand. However, Netflix's service and platform have high levels of divergence as Netflix strives to offer a highly personalized experience of curated shows and films that meet the interests of the customer. Each customer will have a different experience with the company depending on their viewing habits. In addition, this high level of divergence means that Netflix will have high levels of complexity when it comes to curating their selection of shows and movies, as they need a large and diverse enough library to provide every consumer with enough options to hold their interest. To combat this, Netflix has started producing their own shows and movies to help round out the diversity and offerings on their

platform. This strategy in itself adds a whole new layer of processes with their own levels of complexity and divergence. References: Jacobs, F. R., & Chase, R. B. (2020). Operations and supply chain management (16th ed.). New York, NY: McGraw-Hill. ISBN-13: 9781264091676 REPLY  o AG

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