In mass service and service factory quadrants of the service process matrix, the operations manager could focus on all of the following except
A) automation
B) standardization
C) tight quality control
D) removing some services
E) customization

Question

Quizplus · Accepted Answer

In mass service and service factory quadrants, the focus is on efficiency, standardization, and high volume, which means customization is typically not a priority. These quadrants emphasize automation, standardization, tight quality control, and potentially removing some services to streamline operations, rather than customizing services for individual customers.

In Mass Service and Service Factory Quadrants of the Service