Professional Documents
Culture Documents
• Resource Planning
• Quality Management (2)
• Lean Operations
• Maintenance & Reliability
• 5 sessions as per schedule
• 5 sessions as per schedule
• Assignment/ Quiz etc. ~15%
• Assignment ~15%
Everybody is in service.”
Sales Opportunity
Production Efficiency
1. Contact-Based Classification
Degree of customer/server contact
Buffered Permeable Reactive
High core (none) system (some) system (much) Low
Face-to-face
total
customization
Face-to-face
Sales loose specs Production
Face-to-face
Opportunity tight specs Efficiency
Phone
Internet & Contact
on-site
Mail contact technology
Low High
Service-system
Service-system
Design
DesignMatrix
Matrix
2. The Service Process Matrix
Quasi- Mass
Standardized
Degree of Standardization Manufacturing Service
Customized
Service/ Professional
Custom Shop Service
Back Room Front Office
Location of Main Value Addition
SERVICE DESIGN
• Design Considerations:
Function/ Form/ Production
• Division of Labour
through by using
“The longer you wait in line, the greater the likelihood that
you are standing in the wrong line.”
“If you change lines, the one you just left will start to
move faster than the one you are now in.”