materials, or information move linearly from one operation to the next, according to a fixed

sequence.

The manager has three process structures, which form a continuum, to choose from: $(1)$ front

office, $(2)$ hybrid office, and $(3)$ back office. Most effective processes lie on these diagonal

positions.

A front$-$office $$ process has high customer contact where the service provider interacts

directly with the internal or external customer. Because of the customization of the service

and variety of service options, many of the steps in it have considerable divergence. Work

flows are flexible, and they vary from one customer to the next. The high$-$contact service

process tends to be adapted or tailored to each customer.

A hybrid$-$office $$ process has moderate levels of customer contact and standard services,

with some options available from which the customer chooses. The work flow progresses

from one workstation to the next, with some dominant paths apparent.

A back$-$office $$ process has low customer contact and little service customization. The work

is standardized and routine, with line flows from one service provider to the next until the

service is completed.

Now answer the following question:

Match each process to the best structure choice.

Serving customers at a restaurant

Electricity generation

A financial consultant working with clients

to set up their retirement plans