The Product - Process Matrix

High
Continuous Production

Mass Production

Batch Production Projects

Low

Low

Standardization

High

The Service - Process Matrix
Low
Service Factory

Mass Service

Service Shop
Professional Service

High

High

Customization

Low

The Service-Process Matrix 
Services emphasizes on two things: Degree Of Customization ( rather than standardization) Degree Of Labor Intensity (rather than standardization )  Service process matrix is based on two service characteristics.

Professional Service 
Professional Service, such as accountant, lawyer, or doctor is highly customized and very labour intensive.  A doctor provides personal service to each patient based on extensive training in medicine

Service Shop
‡ Service shop, such as schools and hospitals, is less customized and labour intensives, but still attentive to individual customers. ‡ A professor interacts with a classroom of students. Although a lecture may b prepared in advance, its delivery is affected the students in each class.

Mass Service
‡ Mass Service, such as retailing and banking, offers the same basic services to all customers and allow less interaction with the service providers. ‡ A retail store provides a standard array of products from which customers may chose.

Service Factory
‡ Services with the least degree of customization and labour intensity, such as airlines and trucking, are most like manufactured products and are thus best processed by a service factory. ‡ Electricity is a commodity available continuously to customers.

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