The Service-Process Matrix Provides a Useful Way of Identifying the Key

question 5

Multiple Choice

The service-process matrix provides a useful way of identifying the key management challenges of an operation.The matrix classifies operations in terms of two dimensions.Which of the following is not true?

• A)Service shops have high customer interaction and high labour intensity.
• B)Service factories have low customer interaction and low labour intensity.
• C)Mass services have low customer interaction, but high labour-intensity.
• D)Professional services have high customer interaction and high labour intensity.

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Definitions:

Aggregate Stock

The total shares or equity held by shareholders in a corporation or the overall supply of goods or commodities available in a market.

Industrial Accident

An unexpected and unplanned event in an industrial setting resulting in injury, illness, or damage.

Labor Market

Refers to the supply and demand for labor, where employees provide the supply and employers the demand.

High-Speed Blenders

Advanced blending machines designed to operate at very high speeds, providing efficient and thorough mixing of ingredients.