Describe two important features of the manufacturing process. One important feature of the
manufacturing process is the flow of materials into products and supplying them to the
customers. Supplies and products are chosen in relevance to their services, cost, and delivery
time. Another important feature is the storage of materials. The storage of materials is
important for maintaining a safe and organized place for the materials. In the manufacturing
process, demand, quality, and lead time are all very much essential.
Describe two important features of a service process. Two important features of the service
process are the services that are being delivered. Also, it's the people that are delivering them
and customers that are paying for the service. Service is dependent on customer input. People
are essential to the service process because both the service provider and the customer must
participate to make it work. In other words, intangibility and customer input are essential
features of the service process.
Explain why you think the first-come, first-served rule might not work or be fair to customers
waiting for a service in a bank or hospital. In a hospital, this method will not work because there
are people who come in for minor surgery or elective surgeries that are not life or death related.
On the other hand, some patients must be treated for serious injuries or illnesses and should be
treated more urgently than patients with minor issues. Using the first-come, first-served rule
could potentially put patients with serious issues life in jeopardy.
According to the text, customer expectation is the key to service success. Give an example from
your own experience to support or refute the importance of meeting customer expectations.
For any business, customer satisfaction is the key to a useful business. Customer expectation is
the key to success because customers who consider your products or services as more efficient
than others will potentially perceive your company in a positive light. This can increase sales and
revenue for your brand and company by word of mouth. This also creates loyalty among
customers.
