1. Classify the following types of processes as continuous, assembly line, batch, job shop, or project:

a. Doctor’s office

b. Automatic car wash

c. College curriculum

d. Studying for an exam

e. Registration for classes

f. Electric utility

2. Why are assembly-line processes usually so much more efficient but less flexible than batch processes? Give three reasons.

3. The rate of productivity improvement in the service industries has been much lower than in manufacturing. Can this be attributed to process selection decisions? What problems would be involved in using more efficient processes in service industries?

4. The project process typically is used for skyscraper construction. Does this lead to higher costs? Could more efficient processes be used? If so, how?

5. Several industries—including those that produce furniture, houses, sailboats, and fashion clothing—have never progressed down the diagonal of the product-process matrix to become highly standardized and efficient. Why do you think this is so? Is this a serious problem?

1. Classify the following services by their degree of customer contact (high, medium, or low). Also, determine how much uncertainty the customer introduces into the service delivery system by the ability to make customized service demands (high, medium, or low).

a. Check clearing in a bank

b. Bank teller

c. Bank loan officer

2. Who is the customer in a school, a jail, and a personnel office in a firm?

3. Locate each of the following services on the service delivery system matrix:

a. Vending machine business

b. Housecleaning service

c. Appliance repair

4. How do the managerial tasks differ among the services described in question 3?         

5. Describe the service-product bundle for each of the following services:

a. Hospital

b. Lawyer

c. Trucking firm