Customisation - service process matrix, Operation Management

Customisation - Service Process Matrix

Customisation reflects the degree to which the service provided is tailored to the needs of the customer. Organisations which have a high degree of both interaction and customisation are categorised as high in the matrix (eg hospitals). Conversely, organisations which have a low degree of both interaction and customisation are categorised as low (eg schools). In considering the matrix it is important to understand that Schmenner has partitioned it into quadrants, to permit convenient labelling: service factory, service shop, mass service and professional services. However, each of the axes should be viewed as a continuum, and an organisation could, in principle, locate its operations at a particular point(s) on the matrix.

394_Customisation - service process matrix.png

For example, whereas most state schools would be positioned near the bottom left-hand corner of the matrix, it could be argued that the University of Strathclyde's Graduate School of Business (USGSB) would be positioned rather nearer the centre of the matrix. USGSB would have a relatively low score for labour intensity (despite the high levels of academic and support staff) because of the high investment in facilities such as buildings, computer-linked colour projection equipment, computer laboratories, audio/ video equipment, etc. On the other axis, USGSB has designed its MBA degree programme to provide some degree of customisation as the course progresses, by presenting students with a choice of four elective classes from around twenty offered (assemble- to-order?). The purpose of such a classification system is to allow useful observations to be made, and actions to be taken. Schmenner used his matrix to identify the major challenges to be expected, according to the quadrant in which a service organisation is located (see figure). Once we can label an operation, we understand many of its characteristics. We can identify the most important variables and the least important. We can determine the key challenges facing the operations manager. We can also see where our system relates to other operating systems should it be necessary to review or compare performance.

Posted Date: 3/18/2013 1:26:11 AM | Location : United States







Related Discussions:- Customisation - service process matrix, Assignment Help, Ask Question on Customisation - service process matrix, Get Answer, Expert's Help, Customisation - service process matrix Discussions

Write discussion on Customisation - service process matrix
Your posts are moderated
Related Questions
Case 2 Individual or Team Reward? Jack Hopson has been making wood furniture for more than ten years. He recently joined Metropolitan Furniture and has some ideas for Sally Boston,

Q1. Explain why managers should know about research. Q2. BrokenViolin956 Read the entrepreneur's dilemma and the questions that follow. Identify the legal issue(s) and apply

According to the Strategic/Consultative Selling Model, what are the three prescriptions for developing a successful personal selling philosophy?

Explain the problems of homelessness based upon the developmental, situational, and human needs perspectives, what make a person become homeless, when they are well educated and no

The following are monthly actual and forecast demand levels for May thur December for units of a products manufactured by the N. tamimi Pharmaceutical Company Month Actual deman

Draw serializability (precedence) graphs for the following schedules and state whether each schedule is (conflict) serializable. For each serializable schedule, determine the equiv

Joe Henry's machine shop uses 2500 brackets during the course of a year. these brackets are purchased from a supplier 90 miles away. The following information is known about the br

Can someone help me with this budget? You are given a budget of 10,000 to furnish and decorate you off campus apt. You have chosen global theme your job is to find items from a

How can you contribute toward building a more ethical environment?

what is the operation management in linear programming