In the 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

Customization is not a focus in the mass service and service factory quadrants as they both prioritize high volume and low customization processes. The other options (automation, standardization, tight quality control, and removing some services) are all valid areas of focus in these quadrants.

In the Mass Service and Service Factory Quadrants of the Service