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Operations Management: Processes and Supply Chains, 12th Edition by Larry P. Ritzman, Manoj K. Malhotra, Lee J. Krajewski

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Learning Goals in Review

Learning Goal

Guidelines for Review

MyLab Operations Management Resources
  1. Understand the process structure in services and how to position a service process on the customer-contact matrix

The section “Process Structure in Services,” pp. 5355, shows at the process level the key contextual variables associated with service processes and how they relate to each other. There is a key figure in this section: Figure 2.2 brings together three key elements: (1) the degree of customer contact, (2) customization, and (3) process characteristics. It shows how the degree of customer contact and customization are linked with process divergence and line flows.

Video: Manufacturing Process Structure Choices

  1. Understand the process ...

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