Review the Service Process Matrix (SPM) below. Identify the cell (Cell a, b, c, or d) that best fits a hard-working,driven web designer who runs a popular professional online Web Design & Consulting firm from her home?Degree ofLaborIntensityLowHighDegree of Interaction and CustomizationLowHigha.b.O The first quadrant or cell aThe second quadrant or cell bThe third quadrant or cell cThe fourth quadrant or cell dC.d.

The Service Process Matrix (SPM) is a useful tool for analysing and categorising service processes…

Answered: Review the Service Process Matrix (SPM)…

Practical Management Science

6th Edition

ISBN:9781337406659

Author:WINSTON, Wayne L.

Publisher:WINSTON, Wayne L.

Chapter2: Introduction To Spreadsheet Modeling

Section: Chapter Questions

Problem 20P: Julie James is opening a lemonade stand. She believes the fixed cost per week of running the stand...

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Similar questions

Which of the following is a typical characteristic a service process? Group of answer choices a Low customer contact b Perishable outputs c Tangible output d Low labor requirements e High levels of inventory f All of the above
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Supposed a company intends to offer a new service to some of its internal customers briefly discussed how the fact that the customers are internal would change the process of managing the four phases of the service life
The best way to troubleshoot a customer who phones the help desk saying, "My computer won't boot" is for a seasoned technician to have a list of four solid investigative questions ready to ask.
When a consumer calls the help desk and says, "My machine won't start," an excellent help desk worker should have four investigative questions ready. This will help them find the problem.
If “Most services are characterized by an encounter between a service provider and a customer” (Bordoloi, p. 95), then “This interaction, which defines the quality of the service in the mind of the customer, is called a ‘moment of truth’ (Bordoloi, p. 95). It is this “moment in time” when your customer “is evaluating the service and forming an opinion of its quality” (Bordoloi, p. 95). Each of these “moments of truth” is an opportunity “to influence the customer’s perceptions of the service quality” (Bordoloi, p. 95). What does this look like in your current or futurebusiness model? Describe some of your current or expected moments of truth. Once you have answered that, how will you continually change the “mind of the customer” to make sure these moments of truth positively impact your organization?
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