Special Considerations for Service Process Design
Student Tip 
Customer interaction within service processes increases the design challenge.
Interaction with the customer often affects process performance adversely. But a service, by its very nature, implies that some interaction and customization is needed. Recognizing that the customer’s unique desires tend to play havoc with a process, the more the manager designs the process to accommodate these special requirements, the more effective and efficient the process will be. The trick is to find the right combination.
The four quadrants of Figure 7.8 provide additional insight on how operations ...
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