1 / 20

Figure 6.1 Simplified service processes

Figure 6.1 Simplified service processes. Figure 6.2 Changing front office and back office activities. Figure 6.3 Customer perceived risk and social interaction. Figure 6.4 Volume–variety matrix. Figure 6.5 Motor insurance process profile.

jalen
Download Presentation

Figure 6.1 Simplified service processes

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Figure 6.1 Simplified service processes

  2. Figure 6.2Changing front office and back office activities

  3. Figure 6.3Customer perceived risk and social interaction

  4. Figure 6.4 Volume–variety matrix

  5. Figure 6.5 Motor insurance process profile

  6. Figure 6.6 Depicting different surgery processes

  7. Figure 6.7 Off-diagonal processes

  8. Figure 6.8Key decision area matrix (KDAM)Adapted from Larsson and Bowen (1989) and Clutterbuck et al. (1993).11

  9. Figure 6.9 Changing task allocation

  10. Figure 6.10Traditional operations process mapping symbols

  11. Figure 6.11Simplified process map for a loan application

  12. Figure 6.12Walk-through audit of an electrical store

  13. Figure 6.13Emotion map of the loan process

  14. Figure 6.14Example of CEA for a real estate agent

  15. Figure 6.15A capable process and out-of-control process

  16. Figure 6.16 Statistical process control chart

  17. Figure 6.17 Pressures to change

  18. Figure 6.18 Strategies for change

  19. Figure 6.19 Start-up to starburst

  20. Figure 6.20 The market–operations gap

More Related