Schmenner''s service-process matrix - operation strategy, Operation Management

Assignment Help:

Schmenner's Service-Process Matrix

The service-process matrix was introduced earlier. It is Schmenner's service industry equivalent of the product-process matrix. The service matrix can help companies to assess their competitive stance and the means by which they provide their service. Schmenner creates axes based firstly on the level of interaction and customisation of service and secondly on the ratio of labour cost incurred to the value of the plant and equipment. A high labour intensity business involves relatively little plant and equipment and considerable worker time, effort and cost. Schmenner asserts that this matrix also has a main diagonal running from service factory to professional service. He suggests that mass services on one side of the diagonal require a different type of control from service shops on the other side. Mass services require control which focus on throughput efficiency and costs. They require careful scheduling of labour; plant and equipment are rarely constraints. For example, in retailing, staff shift scheduling is a major consideration. In service shops, staff availability is less critical; the problem is more usually scheduling jobs through expensive equipment, such as in auto-repair shops or patients in hospital. Schmenner goes on to say that the service factory and professional service firms suffer less from lack of control. In professional service firms, control is a matter of individual concern, and can be handled through its high degree of interaction with clients. The service factory can develop its 'production process' to provide better control.


Related Discussions:- Schmenner''s service-process matrix - operation strategy

Explain generally unnecessary to have every single function, It is generall...

It is generally unnecessary to have every single function represented on the core team of the project as that would make the team large than necessary and difficult to communicate

Explain regulatory organizations ccupational safety, "Regulatory Organizati...

"Regulatory Organizations" Please respond to the following: • Evaluate the effectiveness of JCAHOs recommendations for emergency preparedness. Discuss which recommendations should

What are pros as well as cons of updating the product design, Since its rel...

Since its release in 2001, the iPod has become a music player phenomenon. In your opinion, how would the QFD approach have helped Apple in developing the iPod? What are the limi

Explain teplitz decides to increase the weights for quantity, Charles Tepli...

Charles Teplitz's firm wishes to use factor rating to help select and outsourcing provider of logistics services. A) with weights 1-5(5 highest) and ratings 1-100 (100 highest), us

Describe strategic planning process, As a part of the strategic planning pr...

As a part of the strategic planning process, our firm will have to examine external factors with the EFE Matrix and internal factors with the IFE Matrix. If we only do one of these

Explain cost impact on the hotel''s external customers, The case describes ...

The case describes how quality, speed, dependability, flexibility and cost impact on the hotel's external customers. Explain how each of these performance objectives might have int

Technological infrastructure, Identity technological infrastructure that su...

Identity technological infrastructure that supports operations management

Current trends in operation management, What is the relationship between ma...

What is the relationship between mass customisation and rapid product development

Give expectancy theory claims that motivation is a function, Expectancy the...

Expectancy theory claims that motivation is a function of Answer efforts, performance, and rewards. individual traits and supervisory skills. aptitude, training, and op

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