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 how many hours would the average laborer, In December, general moto...

In December, general motors produced 7,200 customized vans at its plant in Detroit. The labor productivity at this plant is known to have been 0.10 vans per labor hour during that

Calculate the old and new ratios for energy, Angies Bakeries is wooried abo...

Angies Bakeries is wooried about increased costs. The company invested an additional $3000 to make the baker's oven more energy efficient. The ovens are supposed to be 15% more ene

Developing an layout, What is the difference in strategy in developing an i...

What is the difference in strategy in developing an initial layout for a new facility as comparedn to the strategy in improving the layout of an existing facility?

Compute model by using the graphical linear pro- gramming, The Apex Televis...

The Apex Television Company has to decide on the number of 27" and 20" sets to be produced at one of its factories. Market research indicates that at most 40 of the 27" sets and 10

Explain objectives of job evaluation, Explain objectives of job evaluatio. ...

Explain objectives of job evaluatio. Objectives of job evaluation: a) Decides the relative values of various jobs in an organization.  b) Helps to formulate a suitable a

Describe difference between significance and meaningfulness, What is the di...

What is the difference between significance and meaningfulness? Which one is more important to experimental results and why do you think so?

Explain supply chain excellence, Discuss the four enablers of purchasing an...

Discuss the four enablers of purchasing and supply chain excellence.

Explain charlotte inventory levels, L. Houts Plastics is a large manufactur...

L. Houts Plastics is a large manufacturer of injection moulded plastics in North Carolina. An investigation of the company's manufacturing facility in Charlotte yields the informat

Provide source of enlightenment to the problem, Assume you are the CFO of A...

Assume you are the CFO of ABC Corporation, a multi-state supplier of janitorial supplies. The CEO as just met with you and "suggested" your job might depend on your ability to hide

What role do alter agents play in the execution of a road, What things shou...

What things should be taken into consideration in the creation of a roadmap for a strategic plan? What are examples of external and internal change agents? What role do change agen

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