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

Calculate the optimum order quantity, 1. The annual demand for a product is...

1. The annual demand for a product is 8,000 units. The order cost is $30 for a single order. The cost of the item is $10 and the holding cost has been calculated at $3 to carry one

Explain most important consideration of pre-employment, From the case study...

From the case study, determine what ideals, obligations, and effects must be considered in using psychological tests as pre-employment screens. Decide which the most important cons

Explain exploitation of the potential of a new technology, What are the thr...

What are the three trends that require managers to adopt a global perspective to exploit the potential of a new technology?

Explain what center of gravity coordinates, Todd's Video, am major video re...

Todd's Video, am major video rental and TV sales chain headquartered in New Orleans, is about to open its first outlet in Mobile, Alabama, and wants to select a site that will plac

Explain importance of team preparation, • Prepare a 3 to 5 page paper discu...

• Prepare a 3 to 5 page paper discussing what conclusions you can reach on the importance of team preparation and member selection to the "Define" stage, and eventual success of Si

Calculate seasonal indices using all of the data, Attendance at Los Angeles...

Attendance at Los Angeles's newest Disneylike attraction, Vacation World, has been as follows- Quarter Guest in Thousands Quarter Guest in Thousands Winter 07 73 Summer 08 12

Explain the network is overloaded, Information asymmetry exists when - T...

Information asymmetry exists when - The network is overloaded - Sellers and buyers have the same information - One party in a transaction had more important information th

Operations challenges in an organization, 1. Choose an organisation with wh...

1. Choose an organisation with which you are either interested or familiar (you could select to look at an area of your own or you could look at another organisation where informat

Environmental forces, Aska) what types of strategic plans must wild west ma...

Aska) what types of strategic plans must wild west make? Is the "doing-nothing" viable? If Wild west''s mission appears too broad, which business would you trim first? b) what env

Explain the rop that will provide a risk of stockout, Given this informatio...

Given this information: Expected demand during lead time = 300 units Standard deviation of lead time demand = 30 units Determine each of the following, assuming that lead time dema

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