Reading SCM

7 important questions on Reading SCM

What is service operations in reality?

Service operations are more diverse than manufacturing operations. Some service operations even have more in common with manufacturing than they do with other services.

What are the three dimensions on which servcies can differ?

The nature of the service package, the degree of customization and the level of customer contract

Where do knowledge assets generally refer to?

To the intellectual capital of the firm, which may be embedded in the people, the information systems, or the copyrights and patents owned by a firm
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What is the degree of customization decreases?

Customization has an enormous impact on how services are designed and managed.

What is the degree of customization increases?

The service package becomes less predictable and more variable

What is face-to-face?

Some proponents of service blueprinting reserve this layer for activities that involve direct interaction with the customer

What is backstage actions?

Take place in direct response to customer actions, but the customer does not 'see' these activities carried out.

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