______________ is a process analysis technique that focuses on the customer and the producer's interaction with the customer. *

1 point

Concurrent Engineering

Service blueprinting

Prototyping

Business Need Analysis

Service Space

The strategy for improving service productivity that customizes at delivery, rather than at production, is _____________. *

1 point

Postponement

Customer Satisfaction

Employee Retention

Diversification

Expanding Distribution Network

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

1 point

automation

tight quality control

standardization

customization

removing some services

In mass service and professional service, the operations manager should focus on *

1 point

equipment maintenance

human resources

all of the above

sophisticated scheduling

automation

Strategies for improving productivity in services are *

1 point

lean production, strategy-driven investments, automation, and process focus

none of the above

separation, self-service, automation, and scheduling

reduce inventory, reduce waste, reduce inspection, and reduce rework

high interaction, mass customization, service factory, and just-in-time