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 standard rules of overtime pay, What are the standard rules of over...

What are the standard rules of overtime pay? Provide examples of why it is not always simple to administer. Address issues such as double pay, pyramiding, compulsory overtime, and

Explain should health care workers receive the flu vaccine, Should health c...

Should health care workers receive the flu vaccine? I f not why not?

Explain what exactly is stress, What exactly is stress? What is the differe...

What exactly is stress? What is the difference between so-called "good" stress or so-called "bad" stress? When it comes to dealing with the stress, does it make any difference whet

Short-term and long-term liabilities, In addition to the car lease, Leonard...

In addition to the car lease, Leonard and Rose each have a VISA card with an interest rate of 18.25% p.a. They currently have a balance of $1,205 and made payments of $3,537 in 201

Explain how they demonstrate their leadership characteristic, Provide two e...

Provide two examples of current leaders and describe how they demonstrate their leadership characteristic. What separate these characteristics from management techniques? How effec

Explain project layout, Give an example of a project layout. Describe the s...

Give an example of a project layout. Describe the site and how the environment is organized?

Describe set up more responsible governance, You are consulting with a comp...

You are consulting with a company that is failing. It seems the CEO (recently fired) paid no attention to the board of directors. He was also heard to say, "I don't serve stockhold

Describe what information should be shared with partners, The EGAD Bottling...

The EGAD Bottling Company has decided to introduce a new line of premium bottled water that will include several "designer" flavours. Marketing manager Georgiana Mercer is predicti

Explain what is framing and how frames work in negotiation, What is framing...

What is framing and how frames work in negotiation. Describe an example

Define what is the probability that you will make money, The owner of Firew...

The owner of Firewood-2-Go is considering buying a hydraulic wood splitter which sells for $60000. He figures it will cost an additional $80 per cord to purchase and split wood wit

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