Download - Figure 6.1 Simplified service processes

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

Figure 6.1 Simplified service processes

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Figure 6.2 Changing front office and back office activities

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Figure 6.3 Customer perceived risk and social interaction

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Figure 6.4 Volume–variety matrix

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Figure 6.5 Motor insurance process profile

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Figure 6.6 Depicting different surgery processes

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Figure 6.7 Off-diagonal processes

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

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Figure 6.9 Changing task allocation

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Figure 6.10 Traditional operations process mapping symbols

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Figure 6.11 Simplified process map for a loan application

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Figure 6.12 Walk-through audit of an electrical store

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Figure 6.13 Emotion map of the loan process

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Figure 6.14 Example of CEA for a real estate agent

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

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Figure 6.16 Statistical process control chart

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Figure 6.17 Pressures to change

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Figure 6.18 Strategies for change

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Figure 6.19 Start-up to starburst

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Figure 6.20 The market–operations gap