Apply the service system design matrix to a service that you are familiar.provide examples of each and discuss the relation for each between sales opportunity,degree of customer contact and process efficiency.
Apply the service system design matrix to a service that you are familiar.provide examples of each and discuss the relation for each between sales opportunity,degree of customer contact and process efficiency.
Practical Management Science
6th Edition
ISBN:9781337406659
Author:WINSTON, Wayne L.
Publisher:WINSTON, Wayne L.
Chapter2: Introduction To Spreadsheet Modeling
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Apply the service system design matrix to a service that you are familiar.provide examples of each and discuss the relation for each between sales opportunity,degree of customer contact and process efficiency.
Transcribed Image Text:as mail, allows the system to work more efficiently because the customer is unable to sig
section 2
102
Degree of customer/server contact
Permeable
Service-System Design Matrix
exhibit 5.1
Reactive
system (much)
Buffered
system (some)
Low
core (none)
High
Face-to-face
total
customization
Face-to-face
loose specs
Face-to-face
Sales
tight specs
Production
opportunity
efficiency
Phone
contact
Internet and
on-site
Mail
technology
contact
Low
High
provides high sales opportunity to sell additional products. Conversely, low contact.
nificantly affect (or disrupt) the system. However, there is relatiu
additional product sales.
There can be some shifl
the "Int
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