Figure 6.1 Simplified service processes

Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009

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

Figure 6.6 Depicting different surgery processes

Figure 6.7 Off-diagonal processes

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

Figure 6.9 Changing task allocation

Figure 6.10 Traditional operations process mapping symbols

Figure 6.11 Simplified process map for a loan application

Figure 6.12 Walk-through audit of an electrical store

Figure 6.13 Emotion map of the loan process

Figure 6.14 Example of CEA for a real estate agent

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

Figure 6.16 Statistical process control chart

Figure 6.17 Pressures to change

Figure 6.18 Strategies for change

Figure 6.19 Start-up to starburst

Figure 6.20 The market–operations gap

Documents