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The Product Process Matrix

The document describes two matrices: the Product-Process Matrix and the Service-Process Matrix. The Service-Process Matrix classifies services based on their degree of customization and labor intensity. Services that are highly customized and labor intensive, such as those provided by doctors, are considered "Professional Services". Services with less customization and labor intensity but still attentive to individuals, such as schools and hospitals, are "Service Shops". Mass services like retail and banking offer standard services with less interaction. The least customized and labor intensive services, similar to manufactured goods, are processed as "Service Factories" like airlines and utilities.

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2K views7 pages

The Product Process Matrix

The document describes two matrices: the Product-Process Matrix and the Service-Process Matrix. The Service-Process Matrix classifies services based on their degree of customization and labor intensity. Services that are highly customized and labor intensive, such as those provided by doctors, are considered "Professional Services". Services with less customization and labor intensity but still attentive to individuals, such as schools and hospitals, are "Service Shops". Mass services like retail and banking offer standard services with less interaction. The least customized and labor intensive services, similar to manufactured goods, are processed as "Service Factories" like airlines and utilities.

Uploaded by

PRIYANK
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PPT, PDF, TXT or read online on Scribd
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The Product - Process Matrix

High Continuous
Production

Mass
Production
Volume

Batch
Production

Projects
Low
Low Standardization High
The Service - Process Matrix
Low Service
Factory

Mass
Intensity

Service
Labor

Service
Shop

Professional
High Service

High Low
Customization
The Service-Process Matrix
 Services emphasizes on two things:
Degree Of Customization ( rather than standardization)
Degree Of Labor Intensity (rather than standardization )
 Service process matrix is based on two service
characteristics.
Professional Service

 Professional Service, such as accountant,


lawyer, or doctor is highly customized and
very labour intensive.
 A doctor provides personal service to
each patient based on extensive training in
medicine
Service Shop
• Service shop, such as schools and hospitals,
is less customized and labour intensives, but
still attentive to individual customers.
• A professor interacts with a classroom of
students. Although a lecture may b prepared
in advance, its delivery is affected the
students in each class.
Mass Service
• Mass Service, such as retailing and banking,
offers the same basic services to all customers
and allow less interaction with the service
providers.
• A retail store provides a standard array of
products from which customers may chose.
Service Factory
• Services with the least degree of
customization and labour intensity, such as
airlines and trucking, are most like
manufactured products and are thus best
processed by a service factory.
• Electricity is a commodity available
continuously to customers.

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