In Mass Service and Service Factory Quadrants of the Service

question 72

Multiple Choice

In mass service and service factory quadrants of the service process matrix, the operations manager could focus on all of the following except

• A) automation
• B) standardization
• C) tight quality control
• D) removing some services
• E) customization

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Definitions:

Physiological Processes

The natural physical and chemical activities that occur within living organisms to sustain life, including metabolism, homeostasis, and reproduction.

Chronically Ill

Describes individuals who suffer from one or more long-term and persistent diseases or conditions.

Factitious Disorder

A serious mental disorder in which someone deceives others by appearing sick, by purposely getting sick, or by self-injury, without obvious benefits like financial gain.

Munchausen Syndrome By Proxy

A factitious disorder in which parents make up or produce physical illnesses in their children.