Process configurations - services, Operation Management

Assignment Help:

Process Configurations - Services

Schmenner's service - process matrix was introduced, categorising service operations by the degree of labour intensity and the degree of customisation/ customer interaction. Building on Schmenner's ideas, Silvestro et al (1999) have devised a service- process model (see figure) which parallels the Hayes and Wheelwright product-process matrix. Three of Schmenner's categories (professional services, service shops and mass services) are mapped against volume and customisation/contact time/discretion. Customisation refers to the degree to which the service may be tailored to a particular customer's requirements; discretion concerns the extent to which the service provider may decide how to perform the operation. As with the product-process matrix, these basic service types naturally lie on a diagonal. The implications are that a service which positions itself above the diagonal is likely to be uncompetitive, because a greater degree of customisation and contact time is being provided than is appropriate, whilst a service positioned below the diagonal will, likewise, be uncompetitive because the service offerings are over-standardised and inflexible.

At the professional services end of the spectrum the operations are, typically, lengthy and conducted by highly-skilled, highly-paid personnel; the customer participates in the service process, often determining the specification of the service (customisation) during its course. Often, long-term relationships are established between individual staff members and customers, giving the opportunity to 'lock' the customer to the service provider. Because such professionals are consulted for what they know, rather than what they do, there is generally little scope for replacing labour by equipment. At the other end of the spectrum, mass services are characterised by highly-standardised short-duration services delivered by staff who, typically, will have limited skills and are lowly paid. Although the customer may be presented with a range of choices, these are always pre-determined and standardised; there is little scope for customisation. Because of the standardisation and high volume, specialised equipment is often used to replace labour.

The combination of low variety, standardisation and the customer's participation in the process, presents a particular challenge to the service process designer; to ensure that the customer does not feel that he/she is being 'processed', it is important that the service encounter and its surroundings are designed to be as 'warm' as possible.


Related Discussions:- Process configurations - services

Productivity, discuss productivity in the service sector

discuss productivity in the service sector

Explain why are uniform laws like the ucita necessary, Why are uniform laws...

Why are uniform laws like the UCITA and the UETA necessary? Does it make any difference if these uniform laws are not enacted in every state? How should the law be applied to a dis

Find revenue growth and overall financial performance, What actions do you ...

What actions do you think management at Sam's Club should take to boost revenue growth and overall financial performance? What actions do you think management at BJ's Wholesale sho

Calculate the economic order quantity, A local nursery greens uses 1560 bag...

A local nursery greens uses 1560 bags of plant food annually. Green works 52 weeks per year. It costs $10 to place an order for plant food. The annual holding cost rate is $5 per b

Explain approach to formulating a wbs for this project, Recommend the most ...

Recommend the most effective approach to formulating a WBS for this project.

Define the minimum and maximum cycle times, An assembly line with 11 tasks ...

An assembly line with 11 tasks is to be balanced. The longest task is 2.7 minutes, the shortest task is 0.4 minutes, and the sum of the task times is 18 minutes. The line will oper

Explain treatment of mental illness in the medical model, Compare the treat...

Compare the treatment of mental illness in the medical model, the public health model, and the human service model. Which model provides the best treatment or approach in your opin

Product or service design and process selection, Product or Service Design ...

Product or Service Design and Process Selection  Can the products/services be designed to satisfy the needs of both the market and the producers/providers? For example, it may

Explain essential components of a marketing plan, What are the essential co...

What are the essential components of a well-balanced marketing plan?

Briefly describe the four different approaches to social, Briefly explain t...

Briefly explain the four different approaches to social responsibility that an organization can adopt.

Write Your Message!

Captcha
Free Assignment Quote

Assured A++ Grade

Get guaranteed satisfaction & time on delivery in every assignment order you paid with us! We ensure premium quality solution document along with free turntin report!

All rights reserved! Copyrights ©2019-2020 ExpertsMind IT Educational Pvt Ltd