Exam 2 - Chapter 7 Flashcards
Three type of goods and Services (Test question, teacher said learn this)
- Make-to-order (Custom)
- Assemble-to-order (Option)
- Make-to-stock (Standard)
Make to Order
(Custom) goods and services are generally
produced and delivered as one-of-a-kind or in small quantities, and are designed to meet specific customers’ specifications. Examples are ships, weddings, custom jewelry, estate plans, buildings,
and most surgery.
1. High skill labor
2. low production volume
3. high design flexibility
Assemble to order
(Option) goods and services are travel agent services.
according to a fixed design, and the customer has no options from which to choose. Examples are appliances, shoes, sporting goods, credit cards, online
Web-based courses, and bus service. You don’t assemble until you get an order.
1. High skill labor
2. Design flexibility is high
3. low volume order
Make to stock
(Standard) Goods and services are made according to a fixed design, and the customer has no options from which to choose from. Examples are shoes, appliances, credit cards, cars
- Design flexibility is low
- Production volume is high
A product life cycle
is a characterization of the life cycle of a product.
Four phases of A product life cycle
Introduction
Growth
Maturity
Decline
A product’s life cycle has important implications in terms of
process design and choice. For example, new products with low sales volume might be produced in a job shop process; however, as sales grow and volumes increase, a flow shop process might be more efficient.
In the introduction phase of the product life’s cycle
Is it a job shop or an assembly line?
job shop
In the growth phase of the product life’s cycle
Is it a job shop or an assembly line?
assembly line
- because they want to produce a lot of their product since the high demand
In the product-process matrix
- What are the 3 things that affect the appropriate manufacturing process, but this relationship is not found in many service businesses. Hence, the product-process matrix doesn’t work well with service businesses/processes.
product volume, the number of products, and the degree of standardization/customization
In the product process matrix is it applicable to the manufacturing industry or the industry sector? (important)
manufacturing industry
For example, to meet increased volume, service businesses such as retail outlets, banks, and hotels have historically added capacity in the form of new stores, branch banks, and hotels (i.e., bricks and mortar) to meet demand, but do not change their processes. So, new ways to think about services and their processes are needed, such as the _____ _____ ______
Service Positioning Matrix.
Pathway
apart of the 4 terms he said you need to know for the test
is a unique route through a service system.
Customer-driven
apart of the 4 terms he said you need to know for the test
- how do you spend your time in the theme product
- the customer chooses when he wants to go
- the business has less control over it
- it has more flexibility for the customer
Provider-driven
apart of the 4 terms he said you need to know for the test
- Customer has to Follow a pathway to receive the Disney land ticket
- the provider has full control
- amazon when you buy a product
- subway
Service encounter activity sequence
apart of the 4 terms he said you need to know for the test
consists of all the process steps and associated service encounters necessary to complete a service transaction and fulfill customer’s wants and needs.
Customer-routed services
- another name for customer driven
- are those that offer customers broad freedom to select the pathways that are best suited for their immediate needs and wants, from many possible pathways through the service delivery system
Provider-routed services
- another name for provider driven
- constrain customers to follow a very small number of predefined pathways through the service system.
