1. What processes at manufacturing firms are really service processes that involve considerable customer contact? Can customer contact be high, even if the process only has internal customers? The customer-contact matrix, while important in any company, is considered especially crucial in businesses like the hospitality sector, where customer contact is a fundamental component. Hybrid office processes are often considered to constitute the best possible solution in such businesses since it involves high interaction with the customers, highly customized services, and flexible flows in the process. In which specific cases do you think hybrid solutions might not be optimal? Why or why not? How do the process strategies of eBay and McDonald’s dif- fer, and how do their choices relate to customer-introduced variability? 2. 3.

Most service processes, involve figuring out what the customer is likely to do and designing processes that respond to the likely requests of the customer. Also, it is essential to comprehend about what you can learn about the customer during each interaction and how that information can be utilized to make future interactions with the customer more effective or efficient. Even traditional manufacturing processes are increasingly mutating into service processes. As companies offer more and more product customization options, manufacturing is not completed till a customer specifies the product components and configuration required to fulfill his needs. Service processes really are quite different from traditional manufacturing processes. Techniques like Lean, Six Sigma, and Business Process Re -Engineering that were developed enable improve manufacturing processes need to be re-conceptualized before they will be as effective in analyzing and redesigning service processes.Analysts need to rethink how they model processes and how modeling tools should be utilized to represent the essential elements in service interactions.

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