What are the four 4 different types of service which was categorize in the service process matrix?
In 1994, Dotchin and Oakland proposed that in addition to the four categories: service factory, service shop, mass service and professional service, a fifth category should be added: personal service.
What is a process matrix?
The product process matrix merges the product lifecycle, which encompasses all aspects of the product development process—from ideation to a product’s growth or decline— with the process lifecycle, the progression towards a more cost-effective and productive standardized structure.
What is Schmenner matrix?
Schmenner’s Service Process Matrix (Schmenner, 1986) classifies services by the amount of in-person support is required from employees to enable the service to function, and by the amount of customer contact and/or customisation the service requires.
What are the levels of processes?
It is described as a process framework that defines the business processes of the enterprise in a hierarchy. There are three major process categories: (1) operations, (2) strategy, infrastructure, and product, and (3) enterprise management. These are described as level-zero processes.
What are the four categories of services?
1.4 Four broad categories of services
- People processing.
- Possession processing.
- Mental stimulus processing.
- Information processing.
What are four examples of services?
According to the U.S. Census Bureau, the following industries are part of the service sector:
- Recreation.
- Arts and entertainment.
- Social assistance.
- Health care.
- Waste management.
- Professional and technical services.
- Scientific services.
- Transportation.
How do I create a process map?
How to create a process map
- Step 1: Identify a problem or process to map.
- Step 2: List the activities involved.
- Step 3: Write out the sequence of steps.
- Step 4: Draw a flowchart using process mapping symbols.
- Step 5: Finalize and share the process map.
- Step 6: Analyze the map to find areas of improvement.
What product process matrix tells us?
The product–process matrix is a model that is used to demonstrate the combination of a product’s volume and various characteristics, together with the nature of the processes that make it. It is a tool to analyze the relationship between the life cycle of the product and the life cycle of the technology used.
What is service system design matrix?
The Service-System Design Matrix defines the relationship between the service delivery system, the degree of customer contact, the opportunity for sales and production efficiency. It identifies six main types of service delivery systems from simple mail contact to face-to-face total customisation.
What is the service positioning matrix?
The service positioning matrix (SPM) introduced in this paper is a two dimensional tool for identifying an appropriate match between the number of pathways (routes) allowed by the service system design and the degree of customer discretion in selecting their service encounter activity sequence.
What is a Level 4 process?
Level four: is the documentation of systems, instructions and procedures required to complete steps in the level three processes and shows inputs, outputs, associated steps and decision points. For example, specific steps necessary to cut a PO in the enterprise application would require a level four process map.
What is Level 3 and Level 4 process?
Level Three: shows the roles and associated steps required to complete a specific process within an operational area. Level Four: is the documentation of instructions and procedures required to complete steps in the level three processes.
