Essay This preview shows page 1 out of 1 page. The four quadrants are:1.Mass service (low interaction/customization; high labor intensity)Mass service providers include retail/wholesale firms and schools.2.Professional service (high interaction/customization; high labor intensity)This quadrant is similar to the upper left section of the Product-Process Matrixwhere job shops and batch processes are found. Doctors, lawyers, accountants,architects, andinvestment bankersare typical service providers that tend to belabor intense and have a high degree of customer interaction and customization.3.Service factory (low interaction/customization; low labor intensity)Low labor intensity and little or no customer interaction or customization makesthis similar to the Product-Process Matrix where repetitive assemblyandcontinuous flowprocesses are located. This allows service firms in thisquadrant to operate in a fashion similar to factories, hence the title "ServiceFactory." These firms can take advantage of economies of scale and may employless expensive unskilled workers as do most factories. Firms classified as servicefactories include truck lines, hotels/motels, and airlines.4.Service shop (high interaction/customization; low labor intensity)Hospitals, auto repair shops and many restaurants are found in this quadrant.The Service Process Matrix can be useful when investigating the strategic changes inservice operations. In addition, there are unique managerial challenges associated witheach quadrant of the matrix. By paying close attention to the challenges associated withtheir related classification, service firms may improve their performance.The classification characteristics include the degree of labor intensity and a jointlymeasured degree of customer interaction and customization. Labor intensity can bedefined as the ratio of labor cost to plant and equipment. A firm whose product, or in thiscase service, requires a high content of time and effort with comparatively little plantand equipment cost would be said to be labor intense. Customer interaction representsthe degree to which the customer can intervene in the service process. For example, ahigh degree of interaction would imply that the customer can demand more or less ofsome aspects of the service. Customization refers to the need and ability to alter theservice in order to satisfy the individual customer's particular preferences. End of preview. Want to read the entire page? Upload your study docs or become a Course Hero member to access this document The upper left quadrant contains firms with a low degree of labor intensity and a low degree of interaction and customization. The professional service quadrant in the service process matrix has high labor intensity and high customization. A service matrix is an established unique resource in the financial industry. It provides you with a comparative analysis of your service offerings and differentiates you from your competitors. Creating a service matrix will help you identify the level of service your clients will receive when they work with your firm. How many common service configurations are shown in the service system design matrix?How many common service configurations are shown in the service-system design matrix? Reason: There are six service configurations shown: mail contact, internet and on site technology, phone contact, face-to-face tight specs, face-to-face loose specs, and face-to-face total customization. A firm’s process strategy is its approach to transforming resources into goods and services. Intermittent processes are organized around processes. In process-focused facilities, equipment utilization is low. The typical full-service restaurant uses a product-focused process. Which of the quadrants in the service process matrix has high?The professional service quadrant in the service process matrix has high labor intensity and high customization. Mass service has a low degree of customization and a high degree of labor. What are the four quadrants of the service process matrix?The service process matrix is comprised of four quadrants; mass service, professional service, service factory, and service shop. What is the service positioning matrix?The service positioning matrix (SPM) introduced in this paper is a two dimensional tool for identifying an appropriate match between the number of pathways (routes) allowed by the service system design and the degree of customer discretion in selecting their service encounter activity sequence. What is service design matrix?The Service-System Design Matrix defines the relationship between the service delivery system, the degree of customer contact, the opportunity for sales and production efficiency. It identifies six main types of service delivery systems from simple mail contact to face-to-face total customisation. What is Process matrix?The product process matrix merges the product lifecycle, which encompasses all aspects of the product development process—from ideation to a product’s growth or decline— with the process lifecycle, the progression towards a more cost-effective and productive standardized structure. What are the types of service design?There are many different disciplines that comprise service design. The most common are ethnography, information and management sciences, interaction design and process design. Service design is used both to create new services and to improve the performance of existing services. What are the four key elements of service design?
Which of the following are the three major components of a queuing system?Which of the following are the three major components of a queuing system? The source population, how the customer exits the system, and the servicing system. What are the five different process types?
What is a process focused facility?Process-focused facilities (also known as intermittent, or job-shop, facilities) are common in high-variety, low-volume manufacturing and service organizations. These facilities produce make-to-order products or services and include everything from auto repair garages and hospitals to beauty salons. Which type of process analysis tool is a schematic of the movement of material product or people?A flowchart is a schematic or drawing of the movement of material, product, or people. Which in the service process has high labor intensity and high customization?Doctors, lawyers, accountants, architects, and investment bankers are typical service providers that tend to be labor intense and have a high degree of customer interaction and customization. What is a customer contact Matrix?https://www.youtube.com/watch?v=B-NfEdzWSQo What is mass service in operations management?Mass service is defined as high labour intensity and low interaction and a fourth category of service shop is defined as high labour intensity and low interaction. What is service process?Service process refers to how a service is provided or delivered to a customer. Delivery system is a creative process. Service process begins with a service concept and strategy to provide a service. In order to achieve these objectives various alternatives must be analyzed and identified before a decision is made. What is professional service process?A professional service is an intangible product that a contractor or product vendor sells to help a customer manage a specific part of their business. What is service factory?The term service factory, coined in 1989 by Richard B. Chase and Warren J. Erikson, represents the idea that the factory can be a source of customer service in addition to a place where products are manufactured. What is service positioning What are its objectives?Positioning is the means by which a brand or company presents its features and benefits to prospective customers. It is a means of establishing identity, one that sets a business apart from competitors. What are the strategies of positioning?There are four main types of positioning strategies: competitive positioning, product positioning, situational positioning, and perceptual positioning. Competitive positioning involves comparing your product or service with that of the competitors. What is service system design?At Service Systems Design, you will learn how to plan and organise people, infrastructure, communication, media and components of a service, in order to improve its quality, the interaction between service provider and users and the users’ experience. What is Hayes and Wheelwright 4 stage model?The Hayes and Wheelwright model depicts four stages in the contribution of operations to the performance of the business organization. The model states that these four stages can be identified in the form of a progression of increasing contribution to firm success or goal achievement. What is Business Process matrix?A business process matrix outlines the journey of information through an organization. It is the intersection of which entities are encompassed and used through a business process. What does the product-process matrix tells us?The product–process matrix is a model that is used to demonstrate the combination of a product’s volume and various characteristics, together with the nature of the processes that make it. It is a tool to analyze the relationship between the life cycle of the product and the life cycle of the technology used. Which service design process makes the most?The service design process which makes the most use of data supplied by demand management is the capacity management. The reason is because, the main focus of demand management is to understand and analyze the needs and expectations of the customers from a product. What are the 5 aspects of service design?
What is quality service by design?It is customer-driven in that perceived quality is directly coupled to the factors that affect the corresponding service quality attributes. The approach lends itself to the redesign of existing services for continuousimprovement in quality, and to designing-in quality in new services. What are the 4 Ps of service management explain each category?What are the four P’s in service strategy? There are four building blocks of the service strategy stage: perspective, position, plan, and pattern. These four P’s guide your service strategy and play an integral role in how you outline and implement your service plans. What are the 4 P's of service management explain each category?ITIL discusses at length the four “Ps” of strategy- perspective, position, plan and pattern, each of which represents a different way to approach your service strategy and not to be confused with the 4 P’s of ITIL Service Design. What is Service design elements?Core Elements of Successful Service Design Understanding current people, process, practices and systems including physical elements, interactions, logical links and temporal sequences. Visualizing the desired customer experience. Building an execution/implementation plan to deliver quick results. What are the different types of queuing systems?
Which of the following queue disciplines is assumed by the waiting line models presented in the textbook?
What are the elements of queuing system?What Are the Basic Elements of Queuing Theory? A study of a line using queuing theory would break it down into six elements: the arrival process, the service and departure process, the number of servers available, the queuing discipline (such as first-in, first-out), the queue capacity, and the numbers being served. What are the 4 types of processes?1) Three or the four types of processes are: goods, services, and hybrids. C) manual, automated, and service. What are the 4 main types of manufacturing processes?
What are the 3 types of processes?
Is product-focused vs process departmental focused?In a product-focused organization, the structure relies more on the product groups, while a process-focused organization relies more on a centralized, aligned structure. Product-focused organizations tend to have small staffs, while process-focused organizations employ a large number of people. What is process focus in operations management?Such facilities are process focused in terms of equipment, layout and supervision. They provide a high degree of product flexibility as product moves between processes. Each process is designed to provide a high variety of activities and handle frequent changes. Consequently they are also called intermittent process. What is production focus?To focus on production is to create a competitive advantage in reliably and repeatedly bringing disparate elements together into something with more value. Design-focused organizations win by imagining new valuable things. Production-focused organizations win by making valuable things out of disparate elements. Which of the following is a location analysis technique typically employed by a service organization?Location analysis techniques typically employed by service organizations include: the factor rating method. Is a process analysis technique that focuses on the customer and the producer's interaction with the customer?Service blueprinting is a process analysis technique that focuses on the customer and the provider’s interaction with the customer. What is process design and analysis?What is it ? Process analysis is a technique that allows a clear understanding of a company’s business processes to be gained. There are several key steps to process analysis : Process Mapping the current as is process, by drawing the flow of the process through the organisation. Analysing the documented process. Related Search
Which of the quadrants in the service process matrix has low labor intensity and low customization part 2?The upper left quadrant contains firms with a low degree of labor intensity and a low degree of interaction and customization.
What are the four quadrants of the service process matrix?The service process matrix is comprised of four quadrants; mass service, professional service, service factory, and service shop.
Which of the following is a service provider that has low customer contact in combination with high labor intensity?Mass Service. Mass Services have low customer contact/customization in combination with high labor intensity. Retail companies, wholesaling and schools are examples of Mass Service. Professional Service.
What is a service matrix?A service matrix is an established unique resource in the financial industry. It provides you with a comparative analysis of your service offerings and differentiates you from your competitors. Creating a service matrix will help you identify the level of service your clients will receive when they work with your firm.
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Which of the quadrants in the service process matrix has low labor intensity and low customization?
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