Using the Service-Positioning Matrix, a Limited Number of Customer Pathways

question 42

Multiple Choice

Using the service-positioning matrix, a limited number of customer pathways and highly repeatable service encounter activity sequences would best relate to:

• A) being below the diagonal.
• B) continuous flow processes.
• C) customer-routed services.
• D) provider-routed services.

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Definitions:

Tactical Planning

Short-term, detailed planning that focuses on achieving specific goals or objectives within a limited timeframe.

Mitigation Planning

A strategic approach to lessen the severity and impact of potential risks and disasters on a project or organization.

Strategic Planning

The process of defining an organization’s direction and making decisions on allocating its resources to pursue this strategy.

Functional Planning

pertains to the process of developing detailed strategies and actions for specific functional areas within an organization, such as marketing or operations.